Sullivan Luallin

The first name in patient satisfaction!

On Site Training

ON-SITE CUSTOMER SERVICE TRAINING PROGRAMS

We can help you improve the policies, work processes and physician/staff performance affecting patient satisfaction and referrals.

Instead of motivational pep-talks that produce momentary enthusiasm but no lasting results, our proven approach - adopted by top-scoring practices across the country - uses a six-step process that analyzes your strengths and limitations, defines Customer Service standards, trains physicians and staff to deliver world-class service, monitors for accountability, rewards top performers and uses strategies for maintaining a service culture.

We work with you to customize the training programs to reflect the key issues confronting your organization, and install a leadership strategy to ensure ongoing momentum. Programs are delivered by nationally recognized consultants who are top-rated by physicians and staff members.

  • Staff Workshop "YOU Make the Difference!"
    Proven techniques for treating patients with "how may I help you" attitude, telephone etiquette, managing difficult patient encounters, handling multiple priorities, teamwork and professionalism, and other issues.
  • Supervisor Program "Managing for Service Excellence"
    High-success strategies for motivating and managing employees, defining service standards, daily coaching and annual appraisal, dealing with problem employees, team building, managing stress and other issues.
  • Physician Seminar "Excelling at the Art of Medicine"
    How-to techniques for making patients feel like valued customers in a ten-minute encounter, keeping to the schedule, saying "no" to patients, ensuring informed consent, improving patient compliance, and other issues.

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We've been more impressed with Sullivan/Luallin as a vendor that really "knows" physician practice, and can ferret out key information to understand patients and implement change to improve patient satisfaction.

Marshall M. Baker,
FACMPE, President/CEO
Physician Advisory Services, Inc.