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Health Care

As an industry leader in workforce training, The Maryland Center for Hospitality Training has experience in training healthcare providers in the soft skills that improve patient outcome, satisfaction, and adherence to treatment plans. Our training takes the unique nature of healthcare into consideration. We appreciate that healthcare is a demanding profession, with unique and urgent priorities and concerns. MCHT has designed courses especially for you.

We know that hospitals and healthcare centers are staffed by well qualified, compassionate doctors, nurses, technicians, and care providers. Yet many patients and their families feel dissatisfied by a perceived lack of regard for them as a whole person, an individual with a life beyond their medical condition. Hospitals and health care professionals have come to recognize that Patient Centered Care requires the strong communication and relationship building skills taught in Customer Service Training. The ability to empathize with a patient and convey respect for their decisions, values, and needs are essential elements in patient care and are learnable skills.

Patient Centered Care

Respecting and responding to each patient as an individual is achieved by a staff fully versed in Patient Centered Care. The demeanor of clinical staff members at every level contributes significantly to the quality of patient satisfaction and outcome in both hospital and outpatient settings. Efficient and sympathetic non-clinical staff reinforce the patient’s impression that they are valued and respected. Everyone benefits from training in customer care.

Individualizing care plans based on the patient’s stated values and goals is an essential part of Patient Centered Care. MCHT’s instructors guide class members through training exercises designed to increase their awareness of factors which may influence how a patient articulates their concerns. We examine underlying assumptions which may influence perceptions of a patient’s needs. We teach participants how to provide medical care and information in a manner that expresses respect and support for patients’ individuality and upholds their dignity.


Poor communication is one of the biggest frustrations among patients and their families. Decisions must be made. Care plans developed and followed. Your patients and their families are relying on you to give them the information and guidance they need to make decisions based on their own values and goals. Often, under stress, what might have been easily understood under better circumstances becomes difficult to decipher. Patients may have difficulty expressing their own preferences or knowing what questions to ask as they consider treatment plans. Some consent to a treatment plan but don’t adhere to it. It’s not easy for you or them.

Communication is central to all training at The Maryland Center for Hospitality Training. We teach the active listening skills you need to understand and respond to your patients’ concerns and to convey the empathy you feel for patients and families. We emphasize asking questions designed to ascertain the patient’s goals and values, so you can develop a plan of care which addresses medical needs and aligns with their personal objectives.

During training, our instructors utilize role-playing to practice communication skills so participants become comfortable with new methods of communication. We’ll teach and practice problem solving skills that invite collaboration between team members and the patient and their family. By fully engaging the patient and family, acknowledging their concerns and experiences, you’ll increase their commitment to following agreed upon treatment plans.

Improved Outcomes

Many healthcare organizations have looked to the hospitality industry as a model of customer care. Adapting its techniques to the needs of healthcare professionals teaches the medical care team strategies to convey the knowledge and empathy they possess in a way that will be understood and appreciated by patients. Patients’ dignity and autonomy are respected when they feel known and heard as individuals. Patient satisfaction, medical outcome, and adherence to treatment plans improve with more effective communication. Contact The Maryland Center for Hospitality Training to learn more about our specialized training for Healthcare Providers.

Training Service Categories

A leader in workforce development, The Maryland Center for Hospitality Training has the experience in customer service training our clients need. Our multifaceted approach promotes professional development and a positive organizational culture, while providing direct instruction in the technical skills required for superior customer service. We offer training for every career level and will design a suite of courses to fit your training needs.

Customer Service

  • Know Your Mission

  • Develop Relationships

  • Establish Trust

  • Cultivate Collaboration

Customer Loyalty

  • Respect Your Customer

  • Listen Attentively

  • Respond with Empathy

  • Find Solutions

Employee Engagement

  • Build Competency

  • Acknowledge Contributions

  • Recognize Strengths

  • Coach for Professional Growth


  • Communicate Clearly

  • Act with Integrity

  • Take Responsibility

  • Resolve Conflict

Process Improvement

  • Define Corporate Goals

  • Understand Processes

  • Identify Efficiencies

  • Eliminate Redundancies

Current Certifications

Customer Service

In competitive markets, Customer Service is an element that sets a business apart. Feeling valued as a customer boosts sales, improves positive reviews, and leads to customer loyalty. Providing exceptional customer service requires more than having designated Customer Service agents. It requires a fully trained staff ensuring your customers receive the attention and care they desire.

Conflict Resolution

Conflict is inevitable. Everyone brings their own expectations, values, personalities and histories to work with them. Those differences are a source of strength and creativity. They’re also a source of conflict. Conflict will happen, but conflict, in and of itself, is not a bad thing. Handled correctly, it is an opportunity to learn and grow.

Active Shooter

Active Shooter Training prepares us to survive the worst. It reduces panic and saves lives. The Department of Homeland Security states that the best way to effectively respond to an active shooter and help minimize loss of life is to create an Emergency Action Plan and conduct training exercises.

Hospitality Professionals

Because online reviews play a crucial role in marketing and developing a reputation with consumers, improving the quality of guest services has nearly instant impact. Guest services training leads to more positive reviews, which leads to more customers, who leave more positive reviews, which leads to… success. The success of your company and your associates.

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The Maryland Center for Hospitality Training is a leader in workforce development. Headquartered in Baltimore, we are dedicated to training residents throughout Maryland in customer service, business fundamentals, and leadership skills.


Contact Us

  • (800) 719-4190

  • P.O. Box 8693, Elkridge MD 21075

  • Monday - Friday: 9am to 7pm

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