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

  • "The program has been extremely beneficial to me. Our facilitator is a very engaging presenter and can make all topics very interesting. I particularly enjoyed the emotional intelligence topic and the different strategies I now have to be more effective and influential."

    Mark Shugg LG
  • "The program for me was really worthwhile. I’ve taken away a lot of tools and strategies as well as key phrases. I feel that the program was well structured and had great content. I don’t think I would’ve taken so much away from it if our facilitator wasn’t such an energetic and enthusiastic trainer. I thought we had great report throughout the program which helped engage me more with the program and the people in the course." 

    Michelle Romeike rt Health

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