IMPROVING PATIENT EXPERIENCE

Patient Experience and Customer Service Training and Resources

NJAFP provides practices with training and resources to help improve patient experience and satisfaction. This page includes links to videos, recorded webinars, tools and resources to help your practice enhance its customer service delivery.

Resources:

Empathy: The Human Connection to Patient Care

Compassionate Connected Care^(TM) Model - Press Ganey

Pre-Recorded Webinars:

Reducing Wait Time - 37-minute Webinar

Patients who arrive for an office visit can become frustrated when they wait (or feel they wait) a long time before seeing a provider, making the visit less effective for all. So how can a practice identify opportunities and work to reduce waiting time and perceptions in real-time in order to improve? View this recorded webinar to learn more on how to:

Identify key steps in their patient flow to develop a process map
Measure waiting in real time to learn where bottlenecks may occur
Use proven methods to identify factors contributing to waiting time

PDF: Improving Waiting Time Webinar, November, 2019

Creating Exceptional Patient Experience - 38-minute Webinar

View this recorded webinar to learn more on:

Patient Experience and Customer Service
Communication
Service Recovery

PDF: NJAFP Patient Experience Presentation, November, 2019

Using Motivational Interviewing to Strengthen Patient Engagement, 47-minute Webinar

View this recorded webinar to hear discussion on why the quality of communication matters:

Higher quality patient-provider interactions are associated with increased patient confidence in
making healthcare decisions and more information-seeking
Trusting patient-provider relationships are associated with greater medication adherence
Reducing patient frustration improves interactions, chronic disease management, and
quality of life
Effect size of communication quality on health outcomes is similar to that of aspirin on myocardial infarction risk