Most patient complaints have nothing to do with medical issues. Most complaints are about non-medical treatment, such as thoroughness of information provided and how well the healthcare providers listened to the patient's concerns. This program shows healthcare workers how to make patients feel welcome--so they won't seek care elsewhere.

Filled with customer service tips your staff can put to use immediately, this video program does more than just teach specific skills, it provides your team with a vision of what your facility can be.

Comprised of seven mini-episodes, the program depicts a day-in-the-life of a patient, beginning with her admission and continuing right on through to her discharge. At each stage, viewers first see somewhat lackluster interactions followed by actively caring ones -- a juxtaposition that neatly drives home what an enormous difference a shift in focus can mean to patient and staff alike.