HLHS 121 - Customer Relations in Healthcare

1. Demonstrate soft skills expected of a healthcare professional.
2. Identify the effect personal ethics may have on professional performance.
3. Explain legal and ethical issues relating to the healthcare profession.
4. Identify where to report illegal and/or unsafe activities and behaviors that affect health, safety, and welfare of others.
5. Identify and understand impact of verbal and nonverbal communication of self and patients
6. Recognize communication barriers.
7. Identify techniques for overcoming communication barriers.
8. Recognize the elements of oral communication using a sender-receiver process.
9. Differentiate between subjective and objective information.
10. Identify resources and communication techniques based on individual needs.
11. Recognize elements of fundamental writing skills.
12. Identify the appropriate chain of command relating to internal and external customers
13. Apply interpersonal skills to communicate effectively and deal with conflict
14. Identify appropriate personal and professional use of social media.

• Demonstrating empathy, sensitivity, and caring
• Professional telephone etiquette
• Importance of a positive attitude in delivering good customer relations / embracing a professional image
• Characteristics of a professional employee (attendance, attire, positive attitude, team player)
• Self-esteem
• Barriers to good customer relations
• Abuse and neglect reporting
• Sexual harassment
• Chain of custody
• HIPAA
• Advanced Directives
• Release of Information
• Consent
• Notice of Privacy Practices
• Confidentiality
• Patient Bill of Rights
• Communication skills (verbal, non-verbal, written)
• Conflict resolution
• Effectively managing job stress / managing emotions
• Correcting medical information
• Objectivity

 
Course Addendum - Syllabus (Click to expand)