How to handle on-hold calls and transfer patients smoothly
How to handle complaints and field patient requests with courtesy
Help your telephone staff convey a positive image of your facility.
Patients rely on your telephone staff for speedy and accurate information. This video demonstrates the unique problems encountered by health care telephone personnel and dramatizes specific techniques for handling them.
Helping other people do their very best is an important part of a supervisor’s job. Supervisors must be able to create a climate of motivation for a hospital to operate at maximum efficiency and productivity. Poor supervision can prevent first-line employees from reaching their potential, and thus affect your bottom line.
Key Training Points:
Organize and plan
Delegate responsibility
Discipline for positive results
Motivate your staff
Communicate effectively
Synopsis Just promoted to head nurse, Diane is confident about her ability to perform her new duties. She soon learns that what she knows is not enough. An invisible expert follows Diane through various situations with her people and shows her how to get better results.
Length: 30 min. Includes Taking the Step Up To Supervisor book
Address health care staff performance issues in a uniformed coaching session!
There's more to coaching your health care employees than just giving a simple "pep talk." Without honing in on exactly what your health caregivers are saying, or coming to an organized agreement on how things should be handled, a "simple" coaching meeting could end up just as counterproductive as doing nothing at all. Instead, learn to coach in a way that ensures a positive influence on your employee's work performance, without upsetting them, or losing them over an issue handled incorrectly.
For self-study and facilitated training, this unique and dramatic case study-style video presents a typical health-care environment. It dramatizes how managers in health care can prepare themselves for handling all the different issues, emotions, evasions, and diversions that come between an employee's ability to perform their daily tasks and most importantly, care for their patients. Six sensitive and detailed steps, plus the key counseling techniques presented in this health care version of We Need to Talk comprise a successful agenda for facing health-care workers who need a boost in their attitude and performance!
How-To Training Points:
How to plan a "performance coaching" meeting
How to invite self-appraisal from the employee
How to observe for employee "clues"
How to explore potential causes and focus on the issue
