Protocol expert Lydia Ramsey offers new course to advise physicians and medical personnel to improve their interpersonal skills and patient interaction
SAVANNAH, Ga., Sept. 9, 2015 /PRNewswire/ — Ever since Congress passed new laws saying hospitals will be reimbursed based on patient satisfaction surveys, health personnel have had to improve customer service or risk losing income.
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"If you don't think you need to pay attention to making your patients happy as well as healthy, think again. If ever there was a time to mind your medical manners, it is now," said Lydia Ramsey, business etiquette expert with nearly a decade of experience in hospital management. She has created a timely program for physicians and medical staff as the new HCAPP regulations drive reimbursements.
Health care systems, hospitals, clinics, physicians and medical and dental practice employees all need to revisit the rules of etiquette and implement them daily to increase patient satisfaction scores and positively affect the bottom line.
"There are many financial reasons to sweat the small stuff in the medical arena," she said.
The "Minding Your Medical Manners" program is needed by any health care facility that answers "no" to any of these questions:
- Do you see your patients within 15 minutes of their appointment time?
- Do you address your patients by name?
- Do you take time to get to know your patients and their families?
- Do you and your staff return phone calls in a timely manner?
- Does everyone in your organization honor patient privacy?
- Are you and your staff courteous and respectful to patients and to each other?
"By investing in this training on etiquette and manners, health care organizations will see patient satisfaction scores rise and your reputation and credibility improve," she said.
Ramsey tailors her training based on information gathered from each organization and its special needs.
Topics include:
- Interpersonal skills face-to-face, online and over the phone
- Meeting and greeting patients and their families
- The art of listening to patients and family members
- Professional dress in a medical environment
- Honoring privacy without being distant
- Timeliness issues around appointments and services
- Inner office behaviors among staff
The course is designed for anyone who is involved in direct patient contact including:
- Physicians
- Physicians assistants
- Dentists
- Dental hygienists
- Nurse practitioners
- Nurses
- Medical and dental practice managers
- Medical and dental employees
- Anyone who deals with patients' financial issues
Ramsey has presented her medical manners program to hospital associations and their chapters from New York to Hawaii. At a time when hospital reimbursements are based largely on patient satisfaction, no hospital or physician's group can afford to overlook the importance of business etiquette skills in the medical setting.
The customer service program is drawing rave reviews from hospital administrators.
"Lydia, it was so good to see you again! The team thoroughly enjoyed your presentations. We have received numerous positive comments. You hit the nail on the head on so many things – from first impressions, to phone and cubicle etiquette, to dealing with rumors – it could not have been more relevant. I know the team will take your suggestions to heart," said Lisa D. Watson, Director, Patient Financial Service at Memorial Health University Medical Center, Inc. in Savannah, Ga.
About Lydia Ramsey
Lydia Ramsey, founder and president of Manners That Sell, is known for her light-hearted but down-to-earth approach to business etiquette. Her Southern charm adds authenticity to her message. For more information about Lydia, her products and services, visit her website: www.lydiaramsey.com.
Contact:
Lydia Ramsey
912-598-9812
Email