Dealing with Difficult Outpatient Situations
Customer Service Training
As healthcare professionals, it is our job to deal with rude and unpleasant behavior from patients and their families from time to time. Although this is true, we’re not naïve about this—we know that it doesn’t mean that this is an easy thing to do. And as an added challenge, despite our very best efforts to prevent difficult patient situations from happening in the first place, there are instances where that may not be possible. For that reason, it is important to provide participants with tools needed to manage these situations successfully and professionally. In this course, participants will learn proven techniques to prevent difficult patient situations, practice using the official service recovery strategy of UCLA Health (the L.A.S.T. Service Recovery strategy) during a difficult patient encounter, discover their own emotional triggers and how to manage them, apply Assertive Limit Setting and Enforcement for patients who become verbally abusive, and in extreme situations, identify resources at UCLA Health that are available if they feel that their personal safety is ever threatened. If you feel that dealing with difficult patient situations is consistently challenging for you, enroll into this class so that we can help make these situations less difficult, starting today.
CEU Credits: 8 hours Provider #12511
Please note that this class is specifically geared to an outpatient audience. If you are an inpatient provider, our Dealing with Difficult Inpatient Situations course is designed for you.