Handling Complaints in the Medical Profession Deal with difficult patient requests, complaints, and protests in your medical office 1-Hour CareerTrack Webinar — June 15, 2012! Keeping patients happy and healthy are the two most critical functions of any medical office. Interacting with and helping others can be a rewarding experience as well as a very challenging one. Not all patients come through the door willing to cooperate with everything you ask, and it can be tempting to view everyone who comes in as a complaint waiting to happen. Although it's frustrating when you can't control what the person is unhappy about — and many times you can't — there are several strategies you can employ to respond to complaints with professionalism and tact when they do happen. It is important to remember that people are not only your patients; they are also your customer. If you're not careful, a simple complaint can escalate into a big problem, and could even cost your organization money in the form of a lawsuit or lost business. Does every associate in your medical office know how to handle these situations? The waiting room is full of crying babies, coughing and sneezing patients, and you keep hearing the phrases: "I've been waiting for half an hour," "I was here before that person you just called in," "I couldn't find a place to park," or "It's too hot/cold in here". An anxious parent is insisting on viewing their teenager's medical chart. How do you address his/her concerns without violating HIPAA regulations? You're on the phone with one patient while another approaches the counter in a frenzy. Who deserves your undivided attention? One of the easiest and most effective ways to defuse a situation quickly can be to offer a simple apology. Studies show that a customer who receives an apology is less likely to become more upset or threaten legal action, and more likely to feel appreciated and calm down. This webinar is a must-attend if you want to ensure your organization can avoid the danger of losing customers or facing legal action due to poor patient interaction. In just one information-filled hour, you'll learn: What to say to the person who's unhappy with their insurance (or even the healthcare industry in general!) but takes it out on you Non-verbal cues that demonstrate you're listening to a person's complaint and taking it seriously How to empathize without admitting guilt When a sympathetic response isn't a good idea, and how it can get you into hot water Ways to use open-ended and close-ended questions to maximize the information you get from people Why you should give patients or family members a form to document their complaints The five times when you need to say "Thank you" to a visitor Simple changes you can make to your office's layout to make it more comfortable for visitors And much more! Who will benefit? Doctors, nurses, front desk personnel, office managers, clinical technicians, accounting staff — anyone who interacts with patients on a day-to-day basis will benefit from this one-hour session. Don't let a simple complaint about room temperature spiral out of control into a shouting match. You and your team will learn how to properly deal with complaints to increase patient satisfaction and retention, avoid legal hassles, and keep your waiting room running smoothly!   100% SATISFACTION GUARANTEED! As always, your satisfaction is our #1 priority. If for any reason you're dissatisfied, we'll arrange for you to attend another seminar, choose a different product, or receive a full refund — hassle free!

Webinar Start Time: 1 pm Eastern 12 pm Central 11 am Mountain 10 am Pacific 9 am Alaskan 7 am Hawaiian How does a Webinar work? You will receive a confirmation email 2 days prior to the event containing instructions for connecting to your Webinar and downloading the accompanying note-taking guide. A reminder notice will be sent the morning of the Webinar. To verify your registration, you will need to enter the Meeting Room and Access Code found in your confirmation and reminder emails. Use the URL and connection information provided in your reminder emails to access the online portion of the Webinar. You may listen to the audio portion using your computer speakers or by calling the event phone number provided in your reminder emails. Your registration allows you one web and audio connection for unlimited participants. That's it … sit back and enjoy the Webinar! If you have additional questions, please visit our FAQs. Q&A Session Immediately following the Webinar, the phone line will be opened up to conference participants who wish to submit questions to our speaker, time permitting. Webinar Registration Information & Enrollment Your email address is required at registration. Your confirmation code will be emailed to you along with the toll-free number, Webinar URL, and note-taking guide. An order acknowledgement will be sent within 24 hours of registration. This message will include an email address that you may use to submit questions prior to the event. A CD-ROM is made available of each Webinar. You may choose to purchase the CD-ROM with the Webinar, or separately. See ordering information below. The CD-ROM will be available for shipment approximately 3 weeks after the Webinar. NOTE: In order to receive your registration confirmation and phone number, you must make full payment in advance of the Webinar. Questions? Please contact our Customer Service Representatives at 1-800-905-8456.

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Ordering:

Type	Product	Code	Item Price
Webinar Package - Event & CD-ROM	Combo Offer (Save $150)	HAN00402PK	US $248.00	Buy Now	Save to Wish List
Webinar	Event Only	HAN00402WC	US $199.00	Buy Now	Save to Wish List
Webinar CD-ROM	Recording from event on 6/15/12	HAN00402DR	US $199.00	Buy Now	Save to Wish List