Who is this course for and Why should I do it?

Managing Patient Expectations is one of the most popular courses at present. It is designed for any member of the Healthcare Team that deals or interacts with Patients daily. This includes the GPs, Registrars, Nursing Staff, Administrators & Reception Teams.

Many Practice Teams have asked for this course as they were attracting lots of Patient complaints and Medical receptionists were experiencing difficult interactions with Patients.

Attitudes have changed so much in recent times and in general, people's expectations have increased significantly. It is up to each Practice to put the correct policies in place to help manage these expectations.  

This course is very practical in that it recognises that there are many different patient types and it is quite a powerful tool for understanding how to respond appropriately to get the best possible outcome for both you and the Patient. 

We also cover the importance of messaging to ensure that the Patient is always seeing and hearing the same message wherever and however they access the Practice.  

On completion of this course, you and your team will become much more confident in managing patients' expectations by making a few simple changes. 

Sometimes it's worth taking a step back to observe and maybe identify the root cause of a patient's behaviour. In working with various Practices over the last 6+ years, I have identified that multiple factors contribute to Patient behaviour and their expectations of the Practice or service.

Simple changes in practice policies and how this is communicated to Patients can be transformative.

How it Works

Our programme offers  on-demand materials, accessible through a secure online portal. 

You will have a number of modules available to you as part of the Managing Patient Expectation course. After completing the modules, you will be required to complete a Multiple Choice Question quiz, aiming for a passing grade of 80%. Upon successfully passing the quiz, you will be awarded your Best Practice Certificate.

Certification

Upon completion, you’ll receive a Best Practice Certificate, validating your mastery in Managing Patient Expectations!

Learning Outcomes 

1. Acquire a comprehensive understanding of different Patient Types.
2. Develop the ability to respond appropriately in different situations
3. Become confident in your ability to effectively resolve difficult situations or decide on appropriate next steps.
4. Cultivate problem-solving skills to get the best outcome for you,the patient and the Practice
5. Learn proven strategies for understanding the underlying patient issues
6. Become more empowered in identifying how to terminate a conversation or interaction where appropriate.