Patient Service Excellence

Mission Moment: A brief overview of the health center movement and the work that connects us

Interactive Learning Experience: Engage in interactive sessions that blend real health center scenarios and group discussions to enhance practical understanding and application.

Effective Communication and Empathy: Learn the art of effective communication and empathetic engagement to build trust, strengthen patient-staff relationships, and elevate the overall patient experience.

De-escalation Techniques: Acquire valuable de-escalation skills to confidently manage challenging situations. Practice remaining calm, active listening, and offering practical solutions for a safe and supportive health care environment.

Unconscious Bias and Cultural Competency: Explore the impact of unconscious bias in health care and delve into cultural competency strategies. Understand the importance of recognizing and respecting cultural differences to provide inclusive and equitable care.

Continuous Learning for Patient-Centric Care: Embrace a culture of continuous learning and improvement, fostering a commitment to adapting skills to diverse patient needs. Gain insights into delivering patient-centric service that aligns with our core values and overall mission in community health.

Deliver a Great Phone Call Experience: Learn essential skills for handling patient calls with professionalism, empathy, and clarity. Through interactive role-playing and practical exercises, attendees will master techniques such as active listening, de-escalation, and maintaining patient privacy, ensuring every phone interaction is positive and patient focused.

Delivered In-Person or Online!

The workshops are scheduled according to demand. Please contact Colin Mageary at cmageary@massleague.org if you would like to schedule a workshop for your staff.