Programme overview
Elevating Patient Experience
Turn sensitive patient interactions into moments of trust, clarity and reassurance
Trust is central to every therapeutic relationship and is earned through attentiveness, empathy and considered responses at each point of care. This programme introduces the Emotional Bank Account, a framework for building rapport with patients and families. Participants will apply active listening and effective questioning to understand concerns, emotions and unspoken needs, while developing strategies for service recovery, de-escalation and declining requests respectfully in difficult interactions.
Ideal for doctors, nurses, allied health professionals, front-desk staff and team leads across healthcare settings.
Duration: 2 Days
Learning Outcomes
- Utilise the Emotional Bank Account concept to build trust and foster positive customer relationships.
- Master active listening and effective questioning to deeply understand customer concerns, emotions, and unspoken needs for targeted care.
- Confidently address service challenges with strategic recovery plans.
- Combine respectful request denial and de-escalation strategies to maintain satisfaction and manage tense interactions effectively.
Continue the journey
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