Стратегии сервиса в современной медицине from Coursera

Хороший сервис не бросается в глаза. Клиент (а в нашем случае — Пациент) просто запоминает это ощущение безопасности, легкости движения в клинике, доступности любой помощи — будь то информация, или место, куда надо попасть, или проблема, которую сотрудники уверенно решили. Сотрудникам клиник — врачам, медсестрам, регистраторам и другим — совсем нетрудно следовать правилам хорошего сервиса. Потому что эти правила понятные и осмысленные. Хороший сервис не напрягает сотрудников, а дает им уверенность в их работе и помогает в сложных ситуациях. Для клиники в целом (неважно, государственной или частной) хороший сервис — это внутренний порядок и контроль. Хороший сервис — это то, что делает организацию более устойчивой в любых изменениях. Хороший сервис полезен всем, кто участвует в процессе лечения: пациентам, докторам, клиникам. Сервис — это «сквозное явление», затрагивающее все подразделения клиники, все рабочие процессы и весь персонал. Такое определение используют в своей рабочей практике по управлению сервисом эксперты курса Илья Тупицын, Генеральный Директор ООО Национальная Медицинская Сеть и Ольга Логунцова, Медицинский Директор этой сети, Предлагаем вам для критического и творческого осмысления некоторые рецепты хорошего (то есть разумного) сервиса в медицине.

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Know what's good

, what to watch for

, and possible dealbreakers

Especially useful for medical practitioners who wish to refine their service skills

Develops critical and creative thinking in service in medical contexts

Taught by experts in the healthcare industry, who bring practical experience to the classroom

Examines service in healthcare, which is highly relevant to the medical field

May require extensive background knowledge in healthcare

Activities

Be better prepared before your course. Deepen your understanding during and after it. Supplement your coursework and achieve mastery of the topics covered in Стратегии сервиса в современной медицине with these activities:

Review Course Prerequisites

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Identify, review, and master any prerequisite topics for maximum readiness and understanding when taking this course

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Identify Course Prerequisites (e.g. academic requirements, software skills, or general knowledge).
Gather materials and resources to support prerequisite review.
Create a dedicated study schedule and stick to it.
Devote time to actively recalling previously studied material.
Seek clarification for concepts not fully understood.

Review medical terminology

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Refreshes the definition of key medical terms that will be used in this course.

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Review your notes and past coursework to identify key medical terms.
Use a medical dictionary or online resources to look up the definitions of the terms you identified.
Create a glossary of the terms and their definitions for future reference.

Explore Online Tutorials on Customer Service Skills

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Access a wealth of resources to enhance your understanding of customer service principles and techniques.

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Identify online platforms and resources that offer customer service tutorials.
Choose tutorials that align with your learning goals and skill level.
Follow the tutorials carefully, taking notes and practicing the techniques demonstrated.
Engage in online discussions or forums to reinforce your learning.

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Engage in discussions

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Participating in peer discussions fosters collaboration, diverse perspectives, and a deeper understanding of the material.

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Find a study partner or group.
Set regular meeting times.
Review the course material together.
Discuss different perspectives and interpretations.

Work on practice exercises

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Engaging in repetitive exercises helps reinforce understanding and builds confidence in your abilities as a healthcare professional.

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Identify areas where you need additional practice.
Find practice exercises or create your own.
Set aside time each day to practice.
Review your progress and make adjustments as needed.

Attend Industry Conferences and Webinars

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Expand your knowledge, connect with professionals, and gain insights into the latest trends and best practices in customer service.

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Identify and register for relevant industry conferences and webinars.
Prepare questions and talking points to engage with speakers and attendees.
Actively participate in discussions, networking sessions, and Q&A segments.
Follow up with new connections and explore opportunities for collaboration.
Reflect on key takeaways and incorporate them into your professional practice.

Create a diagram of the steps involved in providing good service in a medical setting

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Creates a visual representation of the steps involved in providing good service in a medical setting, which can help solidify understanding and identify areas for improvement.

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Identify the key steps involved in providing good service in a medical setting, such as greeting patients, taking their medical history, and providing treatment.
Create a flowchart or other diagram that visually represents the steps.
Share your diagram with others and get feedback on its accuracy and completeness.

Case study presentation

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Create a presentation that analyzes and discusses the case(s) studied in this course. This will enhance your comprehension by simulating real-life situations that you may encounter as a medical professional.

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Select an engaging case study that is aligned with the course objectives.
Conduct thorough research to gather relevant data and information.
Develop a clear and structured presentation that showcases your analysis and insights.
Use visual aids, such as slides or charts, to present your findings in a compelling manner.
Present your case study to your peers or an instructor for feedback and discussion.

Join a Study Group or Online Forum

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Engage in discussions, ask questions, and share insights with peers to solidify course concepts and broaden perspectives.

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Identify or create a study group or join an online forum related to customer service.
Actively participate in discussions and contribute to the group's knowledge.
Seek out diverse perspectives and challenge your own assumptions.
Organize group meetings or online sessions to review course material and practice skills.
Share resources, such as articles, case studies, or videos, with the group.

Attend workshops

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Attending workshops enables you to engage with experts, learn about best practices, and network with other professionals in the field.

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Research and identify relevant workshops.
Register and attend the workshops.
Actively participate and take notes.
Follow up with the organizers or speakers to connect and learn more.

Role-Playing Exercises

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Immerse in real-life customer service scenarios to practice and refine communication, problem-solving, and empathy skills.

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Identify common customer service scenarios and develop role-playing exercises.
Pair up with a peer and take turns playing the roles of customer and service representative.
Practice active listening, empathy, and effective communication techniques.
Provide feedback and constructive criticism to enhance each other's performance.
Record and review role-playing sessions for self-assessment and improvement.

Develop an article

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Developing content on topics you are less familiar with is a great way to improve your understanding and knowledge retention.

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Choose a topic related to the course material.
Gather materials and conduct research.
Organize your thoughts and create an outline.
Write and edit your article.
Proofread and publish your article.

Practice role-playing scenarios that involve providing good service in a medical setting

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Provides an opportunity to practice and refine skills in providing good service in a medical setting, which can help build confidence and improve performance.

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Identify common scenarios that involve providing good service in a medical setting, such as greeting patients, taking their medical history, and providing treatment.
Role-play these scenarios with a partner or group, practicing the skills of good service.
Get feedback from your partner or group on your performance and identify areas for improvement.

Develop a Customer Service Improvement Plan

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Create a comprehensive plan that outlines strategies and actions to enhance customer service delivery within an organization.

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Conduct a needs assessment to identify areas for improvement in customer service.
Research best practices and industry trends in customer service.
Develop and outline specific goals and objectives for the improvement plan.
Identify and allocate resources to implement the plan.
Create a timeline and milestones for monitoring progress and evaluating outcomes.

Write a Blog Post or Article on Customer Service Trends

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Share your knowledge and insights by creating written content that explores emerging trends and best practices in customer service.

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Research and identify a specific aspect of customer service to focus on.
Develop a compelling headline and outline for your blog post or article.
Write clear and engaging content that provides valuable information and insights.
Proofread and edit your work carefully for clarity and accuracy.
Publish your content on a relevant platform and promote it to your network.

Career center

Learners who complete Стратегии сервиса в современной медицине will develop knowledge and skills that may be useful to these careers:

Healthcare Administrator

Healthcare Administrators oversee the business and operational aspects of healthcare organizations, including hospitals, clinics, and nursing homes. They are responsible for planning, organizing, and directing the delivery of patient care, as well as managing the organization's finances, human resources, and marketing. The course on Service Strategies in Modern Medicine can help prepare you for this role by providing you with a deep understanding of the healthcare industry, as well as the skills and knowledge you need to manage and improve patient care.

See salaries and explore the career path for Healthcare Administrator

Patient Advocate

Patient Advocates represent the interests of patients and their families, helping them to navigate the healthcare system and get the care they need. They may work for hospitals, clinics, insurance companies, or patient advocacy organizations. The course on Service Strategies in Modern Medicine can help you prepare for this role by providing you with a deep understanding of the healthcare industry, as well as the skills and knowledge you need to advocate for patients and their families.

See salaries and explore the career path for Patient Advocate

Medical Practice Manager

Medical Practice Managers oversee the day-to-day operations of medical practices, including scheduling appointments, managing patient records, and billing insurance companies. They also work closely with physicians to ensure that patients receive the best possible care. The course on Service Strategies in Modern Medicine can help you prepare for this role by providing you with a deep understanding of the healthcare industry, as well as the skills and knowledge you need to manage a medical practice.

See salaries and explore the career path for Medical Practice Manager

Medical Assistant

Medical Assistants perform a variety of administrative and clinical tasks in medical offices and clinics. They may schedule appointments, take patient histories, and assist doctors with examinations and procedures. The course on Service Strategies in Modern Medicine can help you prepare for this role by providing you with a deep understanding of the healthcare industry, as well as the skills and knowledge you need to perform medical assistant tasks.

See salaries and explore the career path for Medical Assistant

Physician Assistant

Physician Assistants are healthcare professionals who provide patient care under the supervision of a physician. They may perform physical exams, diagnose and treat illnesses, and prescribe medications. The course on Service Strategies in Modern Medicine may be useful for this role by providing you with a basic understanding of the healthcare industry and the importance of patient care.

See salaries and explore the career path for Physician Assistant

Doctor

Doctors diagnose and treat illnesses and injuries. They may work in hospitals, clinics, or private practices. The course on Service Strategies in Modern Medicine may be useful for this role by providing you with a basic understanding of the healthcare industry and the importance of patient care.

See salaries and explore the career path for Doctor

Nurse

Nurses provide patient care in a variety of settings, including hospitals, clinics, and nursing homes. They may administer medications, monitor patient vital signs, and educate patients on their health conditions. The course on Service Strategies in Modern Medicine may be useful for this role by providing you with a basic understanding of the healthcare industry and the importance of patient care.

See salaries and explore the career path for Nurse

Phlebotomist

Phlebotomists draw blood from patients for testing. They may work in hospitals, clinics, or blood banks. The course on Service Strategies in Modern Medicine may be useful for this role by providing you with a basic understanding of the healthcare industry and the importance of patient care.

See salaries and explore the career path for Phlebotomist

Pharmacy Technician

Pharmacy Technicians assist pharmacists in filling prescriptions and providing patient care. They may work in pharmacies, hospitals, or clinics. The course on Service Strategies in Modern Medicine may be useful for this role by providing you with a basic understanding of the healthcare industry and the importance of patient care.

See salaries and explore the career path for Pharmacy Technician

Dental Assistant

Dental Assistants assist dentists in providing patient care. They may take X-rays, clean teeth, and prepare patients for procedures. The course on Service Strategies in Modern Medicine may be useful for this role by providing you with a basic understanding of the healthcare industry and the importance of patient care.

See salaries and explore the career path for Dental Assistant

Marketing Manager

Marketing Managers develop and execute marketing campaigns for products and services. They may work for a variety of organizations, including healthcare providers, pharmaceutical companies, and medical device manufacturers. The course on Service Strategies in Modern Medicine may be useful for this role by providing you with a basic understanding of the healthcare industry and the importance of marketing in healthcare.

See salaries and explore the career path for Marketing Manager

Sales Representative

Sales Representatives sell products and services to businesses and consumers. They may work for a variety of organizations, including healthcare providers, pharmaceutical companies, and medical device manufacturers. The course on Service Strategies in Modern Medicine may be useful for this role by providing you with a basic understanding of the healthcare industry and the importance of sales in healthcare.

See salaries and explore the career path for Sales Representative

Healthcare Policy Analyst

Healthcare Policy Analysts research and analyze healthcare policies and their impact on the healthcare system. They may work for government agencies, think tanks, or advocacy groups. The course on Service Strategies in Modern Medicine may be useful for this role by providing you with a basic understanding of the healthcare industry and the importance of policy analysis in healthcare.

See salaries and explore the career path for Healthcare Policy Analyst

Healthcare Consultant

Healthcare Consultants provide advice and guidance to healthcare organizations on a variety of topics, including strategic planning, financial management, and operational improvement. The course on Service Strategies in Modern Medicine may be useful for this role by providing you with a basic understanding of the healthcare industry and the importance of consulting in healthcare.

See salaries and explore the career path for Healthcare Consultant

Healthcare Data Analyst

Healthcare Data Analysts collect, analyze, and interpret data to improve healthcare outcomes. They may work for hospitals, clinics, or health insurance companies. The course on Service Strategies in Modern Medicine may be useful for this role by providing you with a basic understanding of the healthcare industry and the importance of data analysis in healthcare.

See salaries and explore the career path for Healthcare Data Analyst

Стратегии сервиса в современной медицине

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