Improving Patient and Staff Satisfaction
in Emergency Settings

This 3-hour-long training session for your entire emergency department staff is appropriate for anyone who interacts with patients, from triage to discharge. Improving Patient and Staff Satisfaction helps staff develop key patient relations skills that translate into better working and patient-centered environments.

Developed and taught by Dr. Emory Petrack, who has more than 15 years of clinical, teaching and administrative emergency medicine experience, this unique training course focuses on providing excellence in all clinical and non-clinical aspects of adult and pediatric emergency care.

Your staff will get answers to questions like these:

• Why should I care about customer service (what's in it for me)?
  
  
• Who are my customers?
  
  
• What do patients and their families want?
  
  
• What does "quality" mean to ED patients? To their families?
  
  
• As the clock ticks: how is time both friend and foe?
  
  
• What's patient satisfaction got to do with medical legal risk?
  
  
• What role does communication play?
  
  
• What specific things can I do to enhance communication in my busy ED?
  
  
• How do I communicate AND maintain confidentiality when I'm working in an open space with other patients and families?
  
  
• Is there anything I can do if I sense dissatisfaction in a patient or family?
  
  
• Plus, learn specific customer service pearls and much more. Show patients the great service your department has to offer from triage to discharge by contacting us about this practical, relevant course today.

To check for availability or to learn more, please contact Dr. Petrack at 216-371-8755 or epetrack@petrackconsulting.com.