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.
Career Paths
The programme aims to prepare you for senior posts such as
- Chief Executive Officer
- Managing Director
- Head of Department of any healthcare entity such as a hospital, clinic or ward, amongst others.
How you’ll be assessed
The course comprises:
- Evening classes for part-time courses.
- Classes held throughout the day for full-time courses.
- Guided learning, presentations, comprising synchronous online discussions, tutorials and/or videos.
- Self-study hours comprising research, reading and assignment work.
Assessment
Assessment is carried out via two mandatory components:
- Modular Assessment
- Dissertation Assessment
The programme includes different forms of assessment which allow for and promote students’ critical engagement. The formative and summative assessment tasks may include an in-class assignment and/or a home-based written assignment using diverse assessment tools which may take the form of online and in-class discussions, examinations, case studies, reports, proposals, essays, and presentations, etc., as applicable to the diverse modules.
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.