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September 16, 2016
10:00AM - 2:30PM
Professionalism in Oncology Care
Harrisburg, PA
Professionalism in Oncology Care
The personal rewards of working in oncology are closely linked to the quality of relationships developed with patients and their families. How can you create a positive experience for every patient, even when time is limited?
You can use the behaviors that demonstrate competency and caring. These behaviors assure patients that you are good at what you do and that you are a caring, compassionate person. Consistent use of the behaviors builds and maintains a high degree of patient trust and confidence in you and your organization.
- Three ways to create quick rapport, even when time is limited.
- How to say the right thing – cancer etiquette.
- Learn techniques to make telephone communications more effective, while reducing the length of calls.
- Assess behaviors that create and maintain patient trust.
- How to respond when people – even colleagues - are difficult.
- Techniques to manage busy, stressful days with greater ease.
Attend this program to appreciate how you make a difference, even in brief relationships.
Presented by: Susan Keane Baker
Susan Keane Baker MHA, is the author of Managing Patient Expectations: The Art of Finding & Keeping Loyal Patients. Her book has been ranked #3 on Amazon.com’s list of 100 top sellers in the general medicine category. With Leslie Bank, she is co-author of "I'm Sorry to Hear That..." Real Life Responses to Patients' 101 Most Common Complaints About Health Care.
Susan is an experienced health care professional with seventeen years experience as vice president at New York and Connecticut hospitals. She also directed the quality initiatives program for a national PPO with 19 million members.
Since starting her own company in 1994, Susan has spoken for groups in 47 states. Who are the holdouts? Well, if you know anyone in North Dakota, Alaska or Montana…..
For her communications work, Susan was awarded the General Electric Circle Award and a Life Communicators Award of Excellence. She is a Certified Speaking Professional, the highest earned designation of the speaking profession. Susan is a Commissioner of the Connecticut State Commission on Medicolegal Investigations.
Susan is a current member of the Board of Examiners for the Malcolm Baldridge National Quality Award.
Throughout her career, Susan has been pegged a workaholic by friends. The point was proven when she was struck by lightning while traveling to give a presentation. The speech took precedence over a visit to the emergency department. When she’s not traveling, Susan enjoys spending time on the Connecticut River with her husband George and children Jane and Thomas.
Known for providing practical, relevant content in a dynamic and enthusiastic manner*, Susan will inspire your staff to implement strategies that result in enhanced job and patient satisfaction.
Friday, September 16, 2016
Sheraton Harrisburg Hershey Hotel
4650 Lindle Road
Harrisburg, PA 17111
Register here for Harrisburg LOCATION
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09/16/2016 10:00 AM
09/16/2016 02:30 PM
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Professionalism in Oncology Care
Professionalism in Oncology Care
The personal rewards of working in oncology are closely linked to the quality of relationships developed with patients and their families. How can you create a positive experience for every patient, even when time is limited?
You can use the behaviors that demonstrate competency and caring. These behaviors assure patients that you are good at what you do and that you are a caring, compassionate person. Consistent use of the behaviors builds and maintains a high degree of patient trust and confidence in you and your organization.
Three ways to create quick rapport, even when time is limited.
How to say the right thing – cancer etiquette.
Learn techniques to make telephone communications more effective, while reducing the length of calls.
Assess behaviors that create and maintain patient trust.
How to respond when people – even colleagues - are difficult.
Techniques to manage busy, stressful days with greater ease.
Attend this program to appreciate how you make a difference, even in brief relationships.
Presented by: Susan Keane Baker
Susan Keane Baker MHA, is the author of Managing Patient Expectations: The Art of Finding & Keeping Loyal Patients. Her book has been ranked #3 on Amazon.com’s list of 100 top sellers in the general medicine category. With Leslie Bank, she is co-author of "I'm Sorry to Hear That..." Real Life Responses to Patients' 101 Most Common Complaints About Health Care.
Susan is an experienced health care professional with seventeen years experience as vice president at New York and Connecticut hospitals. She also directed the quality initiatives program for a national PPO with 19 million members.
Since starting her own company in 1994, Susan has spoken for groups in 47 states. Who are the holdouts? Well, if you know anyone in North Dakota, Alaska or Montana…..
For her communications work, Susan was awarded the General Electric Circle Award and a Life Communicators Award of Excellence. She is a Certified Speaking Professional, the highest earned designation of the speaking profession. Susan is a Commissioner of the Connecticut State Commission on Medicolegal Investigations.
Susan is a current member of the Board of Examiners for the Malcolm Baldridge National Quality Award.
Throughout her career, Susan has been pegged a workaholic by friends. The point was proven when she was struck by lightning while traveling to give a presentation. The speech took precedence over a visit to the emergency department. When she’s not traveling, Susan enjoys spending time on the Connecticut River with her husband George and children Jane and Thomas.
Known for providing practical, relevant content in a dynamic and enthusiastic manner*, Susan will inspire your staff to implement strategies that result in enhanced job and patient satisfaction.
Friday, September 16, 2016Sheraton Harrisburg Hershey Hotel4650 Lindle RoadHarrisburg, PA 17111
Register here for Harrisburg LOCATION
Harrisburg, PA
