Patient and Customer Care
6 Credits (ECTS)
Patient and Customer Care
Get 70% back via Tax Credit
€543 refund on this module
Module Description
Customer and Patient Care have a unique set of challenges specific to providing the best of Healthcare services and patient satisfaction.
Healthcare staff deal with human beings who have not yet been born and those who are leaving this world and each individual circumstance is a challenge in itself which impacts people directly or indirectly.
Through this unit, learners will learn more about the power of empathy and active listening in Patient Care, the importance of being highly organised when dealing with patients, visitors and staff as well as providing the best possible support to patients and their relatives post-treatment.
Learners will be able to draw on experiences and good practice in similar Healthcare providers/organisations both through case studies as well as sharing personal experiences.
The unit will also explore the ‘business’ side of Healthcare and provide an insight in Customer and Patient Care Management in private practices/clinics both looking at product sales and services, after sales support, customer loyalty at CRM.
Entry Requirements
Candidates who apply for this course must possess one of the following:
- a Level 6 degree in a related field;
OR
- a Level 5 diploma or higher diploma and 5 years’ work experience in a supervisory or managerial role.
Preference is given to applicants having a Level 6 degree in a discipline related to the healthcare industry and a minimum of 3 years’ work experience in management within the sector.
Target Audience
The programme is mainly targeted at:
- Nurses and Midwives;
- Nursing Managers;
- Ward Managers;
- Clinic /Department Managers;
- Physiotherapists;
- Social Workers;
- Doctors;
- Professionals allied to medicine, such as paramedics;
- Staff within the pharmaceutical and medical devices industries;
- General Managers without clinical qualifications.
Module / Unit Instruction
The proposed structure comprises a blended approach promoting the building of a community of practice via peer-to-peer learning.
The structure uses primarily two dimensions of teaching-learning modes:
- Face-to-face sessions: 28 hours.
- Online Learning Activities: 17 hours
Face to Face sessions
Face-to-face sessions include lectures, tutorials, discussions, presentations and workshop activities promoting peer-to-peer learning.
Online Learning Activities
Online learning activities incorporate tutorials and asynchronous discussions. These may consist of active interaction, participation and contributions in fora discussions, sharing resources and self-reflection exercises.
Learners also contribute to the building of the community of practice by providing feedback to their peers as critical friends, enhancing the learner’s critical engagement throughout the study period.
The tutor provides continual support during both teaching -learning modes by providing information, readings and tasks relevant to the module in question.
The tutor provides continuous formative feedback as an on-going guidance during the student’s learning experience in preparation for their summative assessment.
How you’ll be assessed
Assessment of each module consists of two assignments, each carrying a weighting as below:
a) One Formative assignment carries 20% of total module mark achieved. b) One Summative assignment carries 80% of total module mark achieved.
For successful completion of a study module the student is required to achieve a minimum of 41% pass mark in both the formative and the summative assignment.
The overall grade achieved for each module is calculated as the sum of: · 20% of the mark achieved for formative assignment; and · 80% of the mark achieved for the summative assignment.
All assignment tasks of both formative and summative assessment aim to provide the learner an opportunity to produce evidence of his/her competences aligned to the learning outcomes of each individual Module.
Assessment
a) Formative assessment tasks are provided in the form of structured online discussions that support learners in their development throughout all of the modules studied.
Such discussions are facilitated and monitored by lecturer who provides students with constructive feedback to help them improve and prepare for summative assignment and dissertation.
For successful completion of a study module the student is required to achieve a minimum of 41% pass mark in the formative assignment.
Formative assessment tasks will contribute to the student’s final mark to acknowledge their work and give chance to improve.
This method allows students to also contribute to the building of the community of practice by providing feedback to their peers as critical friends, enhancing the learner’s critical engagement throughout the study period.
b) Summative assessment is done via one assignment at the end of each module. The mode of assessment varies and may include in-class assignments, and home-based written assignments.
The recommended assessment tool for this module is an essay title or case studies based on relevant real-life scenarios.
Word count range: 3000 ± 10% For successful completion of a study module the student is required to achieve a minimum of 41% pass mark in summative assignment.
Module Intake Dates
October 2024
Learning Outcomes
Competences:
At the end of the module/unit the learner will have acquired the responsibility and autonomy to:
- Deal with patients, visitors and staff effectively on a daily basis in own Healthcare organisation.
- Explain the importance of a positive attitude when dealing with patients and visitors alike in own Healthcare organisation.
- Use Culture Competence skills and knowledge when dealing with a different patients and visitors at own Healthcare organisation.
- Use active listening skills with patients and visitors during and after care at a Healthcare organisation.
- Follow up with patients and visitors on their own patient/visitor/client experience at own Healthcare organisation.
- Evaluate feedback from staff, patients, visitors and other relevant stakeholders in relation to Customer and Patient Care Management at own Healthcare organisation.
- Monitor own Healthcare organisation’s procedure for patient referrals and communication with other Healthcare staff.
- Determine a good balance between balance ethics, professionalism and humanity when dealing with patients, visitors or other relevant stakeholders in own Healthcare organisation.
Knowledge:
At the end of the module/unit the learner will have been exposed to the following:
- Critically analyse the role of Patient Care in Healthcare and the concepts of Patient.
- Care Management and patient satisfaction.
- Crtically analyse, compare and contrast Szasz and Hollander Models of physician-patient relationship.
- Critically analyse the concept of Patient and Public Involvement – PPI.
- Identify what constitutes as ‘good practice’ in dealing with patients and visitors at private and public in own Healthcare organisation.
- Identify ways of prioritising when dealing with patients and visitors at a Healthcare organisation.
- Describe the importance of Communication and Interpersonal Skills when dealing with patients and visitors in own Healthcare organisation.
- Identify tools which assist with Customer and Patient Care Management.
- Identify the key success factors in Customer and Patient Care Management.
- Describe how ICT and software packages can assist with Customer and Patient Care Management in private/public/small/large Healthcare organisations.
- Outline the link between good Customer and Patient Care and Loyalty.
- Describe how one can monitor current Customer and Patient Care in a Healthcare organisation.
Skills:
At the end of the module/unit the learner will have acquired the following skills:
- Use Culture Competence to deal with patients, visitors and staff coming from different backgrounds in a Healthcare organisation.
- Identify software packages to assist with Customer and Patient Care Management in own Healthcare organisation.
- Identify tools which could assist with own Customer and Patient Care Management in own Healthcare organisation.
- Highlight necessary training needs for own Healthcare staff for providing effective Customer and Patient Care in own organisation.
- Indicate how one can find a good between balance ethics, professionalism and humanity when dealing with patients, visitors or other relevant stakeholders in own Healthcare organisation.
Judgment Skills and Critical Abilities:
The learner will be able to:
- Examine Healthcare organisational objectives in line with financial management.
- Identify areas of improvement in complaints procedures in own Healthcare organisation.
- Identify areas of improvement in follow up appointment procedures for patients at own Healthcare organisation.
Module-Specific Communication Skills:
The learner will be able to:
- Communicate feedback to key stakeholders during different stages of change implementation.
Module-Specific Learner Skills:
The learner will be able to:
- Evaluate own learning on financial-based decisions to identify strengths and weaknesses and opportunities for improvement.
Module-Specific Digital Skills and Competences:
The learner will be able to:
- Navigate through the online learning platform to find assignments, discussion boards, literature, tutorials etc.