Dealing with Difficult Patients

Client - PRP Diagnostic Imaging

Context

PRP Diagnostic Imaging offers a comprehensive range of medical diagnostic imaging services utilising state of the art technology.  PRP is owned and operated by highly trained, experienced radiologists and nuclear medicine physicians with 28 clinics across NSW.  They pride themselves on giving the highest quality medical imaging in a welcoming, courteous, and professional environment.  As such PRP staff must deal with a large number of patients, many of whom are anxious, unwell, uncomfortable or busy.

Objective

PRP entrusted BSI to provide staff with the support required to deal with a wide range of patients and their needs. BSI identified a number of specific issues faced by their doctors, radiologists, sonographers, radiographers, nuclear medical technicians, front desk staff and management.

Deliverables

BSI delivered a patient focussed approach designed to work around the busy medical environment.  Face to face sessions were delivered out of hours and integrated with their online learning management system.   PRP staff obtained a range of skills and tools to support them in dealing with a range of personalities and issues while still focussing on customer service and patient wellbeing.

Outcome

Since 2013 PRP has seen an in increase in patient focused interactions resulting in improved relationships, as well as more communication and teamwork within the clinics. PRP staff attend the workshops with enthusiasm and a willingness to absorb and use the materials. The programs have created a safe environment for participants to discuss issues, followed by the development of action plans implemented in the workplace.

Testimonial

  • "A journey of self-discovery which equipped me with the tools to be able to access self-awareness and better hone into my ability to be socially aware. The program also taught me how to better manage my interactions with those around me in order to achieve the behaviours I would like to see them exhibiting. Our facilitator was great. His energy has been infectious and he has truly been an inspiration to live the learnings from the course rather than just participating in an academic exercise."

    Vahini Chetty Holman Webb Lawyers
  • "I found the program to be an excellent balance of modern academic thinking and practical knowledge and tools in the area of leadership. The eight days were well structured and delivered in a manner which enabled maximum understanding and reflection. Great delivery by Steve. I don’t think the program would have had the same potency without the energy and talent Steve obviously possesses as a trainer / motivator / coach."

    Benjamin Goodwin Boral

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