This on-demand series includes seven customer service training sessions for front-line employees with easy to deploy tactics that will leave a lasting positive impression on those who receive care from the agency on any and every level.
Each 20-minute mini-intensive will assist your staff in creating a more effective, caring, and pleasant patient experience.

Objectives:

• Define patient-centered care
• Establish ground rules for communication
• Illustrate what patients expect regarding professionalism and respect
• Prepare for complaints and how to best handle them
• Evaluate that teaching and training provided was effective
• Validate results

Session 1: Team-Based Care in a Patient Centered World: Overview of Patient Care Outside a Brick-and-Mortar Care Setting
Session 2: Communication, Communication, Communication: Keeping the Patient and the Team in the Loop
Session 3: R-E-S-P-E-C-T: Minding Your Ps and Qs in the Customer’s Home
Session 4: Be a Dan or a Jan with a Plan: Being Prepared and Professional
Session 5: Making Lemonade from Lemons: Managing Complaints
Session 6: Teacher, Teacher, Can You Teach Me? Teaching and Training That Matters
Session 7: Making the Grade: How to Know If What You Are Doing is Working

Audience: Front-line staff.

Speaker: Jennifer Osburn is a Clinical Consultant with Healthcare Provider Solutions, Inc. (HPS). With over 30 years of home health experience, Jennifer brings a wealth of knowledge and expertise which includes education and training, agency management, quality, clinical case management, and software technology. She is also a credentialed OASIS and ICD-10 Coding expert.

Jennifer began her home health career in a large privately owned agency after transitioning from Medical-Surgical Urology hospital nursing; however, she has worked for all types of agencies in multiple states. Her love for sharing knowledge and experience led her to clinical consulting, where she enjoys translating technical guidance into information that the busy home health professional can deploy to improve the efficiency and quality of care being delivered to the patients they serve.