Enhancing Service Experience through Excellence in Patient relationship (EPR) Training Programs

Healthcare is a fundamental necessity for every human being, yet the quality of care and treatment offered to patients is abysmally low. The situation is an outcome of healthcare organizations failing to train their workforce on areas of service delivery to patients. This gap in patient service augments issues such as patient dissatisfaction, law suits against hospitals, reputation disaster and several others. This paper discusses the need for Excellence in Patient Relationship (EPR) program as a unique training intervention addressing patient care and relationship management. The program involves key personnel such as doctors, nurses, administrators who are responsible for addressing patient needs and ensuring service satisfaction.

Highlighting the need for training the hospital personnel to ensure patient service satisfaction

Promoting training in healthcare institutions to facilitate service excellence and foster relationship with patients

The study draws its inspiration from a first-hand experience of conducting Excellence in Patient Relationship (EPR) programs across healthcare organizations pan India, comprising of doctors, nurses and other key hospital workforce.

The paper discusses the need to promote service excellence as a culture by healthcare professionals, thereby enhancing patient experience

Enrichment of healthcare services through training will positively impact the healthcare climate in the community, thereby benefiting the society at large

Healthcare service providers need to be trained not only on technical skills but also on behavioral areas that govern the quality of services being provided to patients.