Description
Reception at the hospital is an act of meeting between a caregiver and a patient. A successful reception creates a climate of trust, necessary for the smooth running of the hospitalization. Communication appears to be the essential pillar of a good welcome.
Who is this training for ?
For whom ?Healthcare and educational team, health agents and executives.
Prerequisites
Training objectives
Training program
- Define reception issues in patient care
- - Identify your reception missions in your daily practice.
- - Analyze the impact of reception on the quality of care and patient satisfaction.
- - Understand the role of each person and the impact of team cohesion on the quality of reception.
- - Practical work Video on reception criteria and care.
- - Collective reflections on the issues of reception.
- Understand good reception practices
- n'as pas encore du programme
- Develop our skills to better welcome
- - Learn the rules of good reception.
- - Develop your communication skills.
- - Learn the golden rules of positive communication and language.
- - Practical work Case study and communication scenarios.
- - Group debriefing.
- Analyze difficult reception situations to better manage them
- - Identify difficult reception situations: waiting, extra work.
- - Analyze the triggering factors to act on the right levers.
- - Identify among our reactions those who ignite the powder.
- - Understand the other in their context to take a step back.
- - Practical work Video on a difficult reception to analyze the trigger factors.
- - Analyze your practice to gain perspective.
- - Exercise: on emotions.
- Dealing with difficult reception situations
- - Develop empathy and assertiveness.
- - Anticipate risky situations.
- - Get out of these situations with a methodology.
- - Pass on the keys to a good welcome to new arrivals.
- - Individual action plan.
- - Practical work Exercise: identification to practice empathy .
- - Assertiveness questionnaire.
- - Scenario.
