HSC 207 - Health Comm Strategies

1. Evaluate diversity in healthcare
   1. Discuss cultural differences influencing customer service in healthcare
   2. Develop cultural sensitivity
   3. Review communication challenges and potential barriers in providing customer service to a diverse population
   4. Incorporate each patient’s values into customer service practices
   5. Promote inclusion in the healthcare setting
   6. Interpret the legal and moral responsibilities in serving patients with varying backgrounds
2. Explain the members involved in an interdisciplinary healthcare team
   1. Identify the role of various healthcare team members in providing patient care for customer service
   2. Discuss the internal and external customer experience
   3. Demonstrate collaboration and communication for teamwork
3. Develop a professional skill set for healthcare
   1. Identify interpersonal skills for success in the field
   2. Explain how confidence affects customer service
   3. Demonstrate a positive attitude with tone of voice and body language
   4. Develop active, customer-focused listening skills
   5. Participate in continuous learning opportunities
4. Evaluate methods for effective conflict management
   1. Assess appropriate communication skills
   2. Demonstrate awareness of emotional intelligence
   3. Avoid assumptions while understanding the situation
   4. Compare and contrast personality types
   5. Demonstrate empathy and understanding
   6. Demonstrate patience, self-discipline, and impartiality in managing conflict
5. Evaluate the application of technology in healthcare
   1. Break down the benefits and drawbacks of technology from the patient’s perspective
   2. Apply responsible use of data acknowledging privacy, security, and sensitivity
   3. Utilize technology ethically and with proper protocol
   4. Demonstrate effective communication practices through email, the internet, cell phones, and instant messaging
   5. Display positivity and patience when guiding the customer through technology platforms
6. Analyze the utilization of health informatics for customer service
   1. Use information technology to support decision-making
   2. Incorporate health information for effective communication
   3. Demonstrate problem-solving by observing, interpreting, and using knowledge and available data
7. Critique healthcare experiences within a simulated office environment
   1. Show positive and effective interactions with patients and staff
   2. Demonstrate professional behaviors consistent with the health profession
   3. Display professional communication and listening skills
8. Support patient-centered care in providing optimal customer service
   1. Acknowledge the team members involved in patient-centered care
   2. Identify and respect patients’ differences, values and preferences
   3. Advocate for continuity of care to prevent disease, promote wellness, and maintenance of a healthy lifestyle
   4. Identify practical tools for employing patient education
   5. Discuss population health for customer service