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.

Communication

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.