CUSTOMER SERVICE IN HOSPITAL SETTINGS

Trainers
INTERACADEMY Administrator |

Lemontree Healthcare presents the online course "Customer Service in Hospital Settings: Empathy, Communication, and Service Attitude for Operational Staff," designed for cleaning, food service, security, and patient transport personnel. This program aims to enhance the patient experience by strengthening the social and communication skills of staff who have direct contact with users, families, and healthcare teams.

This course is part of Lemontree Healthcare’s commitment to excellence in hospital care, human dignity, and the professional development of its employees.

Justification:

Hospitals are complex and sensitive environments where human treatment makes all the difference. The first impression of a patient often comes from the person who delivers meals, cleans the room, or assists with transport. A kind gesture, an empathetic word, or a respectful response can significantly improve the perceived quality of hospital services.

Lemontree Healthcare recognizes that its workers are ambassadors of the organization, and their performance directly impacts patient satisfaction, institutional reputation, and organizational culture.

Course Information

Objectives

General Objective:

To strengthen empathy, effective communication, and service-oriented attitudes among hospital operational staff, enhancing their daily interactions with patients, families, and healthcare personnel.

Specific Objectives:

Understand the basic principles of customer service in healthcare settings.
Recognize the importance of verbal and non-verbal communication in patient experience.
Develop empathetic attitudes and professional behavior.
Learn to handle difficult or high-stress situations with patients and families.
Apply best practices in customer service from each operational role.

Curricular Structure

MODULE I: Fundamentals of Hospital Customer Service

What is customer service in healthcare?
Role of operational staff in the patient experience
Differences between service, assistance, and care
Impact of a positive attitude on patient recovery
Real-life examples of transformational service

MODULE II: Effective Communication in Hospitals

Principles of verbal and non-verbal communication
Active listening and emotional validation
Body language as a professional tool
Intercultural communication and respect for diversity
Simple and effective phrases for responding to patients and families

MODULE III: Empathy and Professionalism in Daily Practice

What is empathy and how to practice it
Difference between sympathy and empathy
Emotional control in tense situations
Professionalism: language, presentation, and image
Teamwork with other hospital departments

MODULE IV: Handling Difficult Situations with Patients and Families

How to respond to complaints or grievances
De-escalation techniques for conflict
Handling aggressive or emotionally distressed patients
Operational role boundaries in clinical situations
Proper documentation and incident reporting

Methodology

Training combines online learning through Chamilo LMS with interactive content and in-person workshops for practical skill development.

Evaluation

Assessment methods include:

Module-specific online quizzes.
Practical skill assessments during workshops.
Final competency evaluation requiring demonstration of key skills.
Certificates awarded upon successful completion.