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.


Empathy: The Human Connection to Patient Care

Compassionate Connected Care(TM) Model - Press Ganey


Pre-Recorded Webinars:

Reducing Wait Time - 37-minute Webinar

No one likes to wait. 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. Data on patient perceptions may be used to assess performance and have financial implications. This data is often received weeks or months after the visit making it challenging to address issues. 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


For more information, please call us at (609) 362-6502 or email