Effective Strategies for Overcoming Objections and Enhancing Satisfaction
Course description
In the healthcare industry, it’s common for practitioners and staff to encounter objections from patients, whether they are new or existing patients. Common objections can include concerns about the cost of treatment, fear of pain, and not understanding the benefits and risks of treatments. Developing the skills and knowledge needed to effectively handle these objections is essential to help patients make informed decisions about their health, build trust, and improve overall customer satisfaction.
Who Should be Interested in Patient Experience in the Healthcare sector?
- Healthcare providers, who are in direct contact with patients and responsible for providing medical care, and responsible for overseeing healthcare facilities and ensuring the smooth operation of services, patient satisfaction, and managing patient complaints..
- Supportive services and customer service staff: Patient-facing staff, such as receptionists, patient navigators, or call center representatives, can benefit from learning effective communication techniques and strategies for managing patient objections.
- Pharmacists and pharmacy technicians: These professionals often encounter patient objections related to medications, side effects, and costs, and can benefit from understanding how to address these concerns effectively.
- Dental professionals: This group, including dentists, dental hygienists, and dental assistants, often face patient objections related to cost, treatment options, and fear of pain, and can benefit from learning strategies for addressing these concerns effectively.
- Healthcare organizations, such as hospitals, clinics, and long-term care facilities.
Learning outcomes
- Understand the nature and importance of objections in a healthcare setting.
- Identify common objections faced by healthcare professionals.
- Recognize emotional and psychological factors that contribute to patient objections.
- Develop effective communication skills to address objections and foster trust.
- Utilize a structured approach to handling objections, including empathy, investigation, response, and confirmation.
- Effectively handle objections related to cost, pain, treatment benefits and risks.
- Differentiate between genuine concerns and unfounded objections that need clarification.
- Learn how to manage patient expectations and disappointment.
Course Duration
12 Hours