MARKETING AND PATIENT RELATIONS ......................................

Seminar 2601
Marketing in Health Care - Internal and external strategies
Designed to acquaint the physician with marketing concepts, this seminar explores both internal and external marketing.

Seminar 2701
Improved Patient Relations = Increased Profits
This program is designed to aid physicians and staff in their patient relations techniques to attract and retain patients.

Seminar 2801
Customer Service and Dealing with the Angry Patient
Utilizing techniques from other fields, participants will learn customer service principles and specific ways to deal with difficult patients

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Seminar 2601

"MARKETING IN HEALTH CARE -
INTERNAL AND EXTERNAL STRATEGIES"
Designed to acquaint the physician with marketing concepts. An effective marketing strategy encompasses much more than advertising and advertising. Methods of both internal and external marketing are explored for both primary care and specialists.
Topics include:

• Marketing Definition
• 4 P's of Marketing
• Marketing Objectives
• Demographics and Patient Surveys
• Strengths, Weaknesses, Opportunities and Threats
• Elements of the Marketing Plan
• Internal Marketing: Office Ambiance, Patient Education, Service Attitudes, Convenient
• Hours, Fees, Efficient Office Procedures, Happy and Productive Staff
• External Marketing: Yellow Pages, Practice Brochures, Community and Speaking Opportunities, Networking, Events, Referral Marketing and Services, Television and Newspapers, Advertising

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Seminar 2701

"IMPROVED PATIENT RELATIONS = INCREASED PROFITS"
This program is designed to aid physicians and staff in their patient relations techniques in order to improve patient satisfaction, attract new patients to the practice and retain existing ones. The advantages of improved patient relations are emphasized.
Topics Include:

• Today's Trends - Patient Satisfiers and Dissatisfiers
• Communication Skills as Rapport Builders
• Techniques for Projecting a Caring, Professional Image
• Patient Education Material as PR Tools
• Doctor/Staff Relationship -- Effect on PR
• Telephone Management for Better Patient Relations
• Appointments, Scheduling and Patient Relations
• Collections and PR

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Seminar 2801

CUSTOMER SERVICE & DEALING WITH THE ANGRY PATIENT
Internal Marketing Strategies
In today's changing healthcare environment, patient relations is an increasingly important factor in retaining and generating new business. This program is designed to aid physicians and staff in improving their patient relations techniques in order to increase patient satisfaction. The advantages of improved patient relations are emphasized and methods of internal marketing are also explored.
Topics Include:

• Today's Trends -- Patient Satisfiers and Dissatisfiers
• Communication Skills as Rapport Builders
• Techniques for Projecting a Caring, Professional Image
• Patient Education Material as PR Tools
• Doctor/Staff Relationship -- Effect on PR
• Telephone Management for Better Patient Relations
• Collections and PR

A special emphasis will be placed on Internal Marketing, which includes:

• Office Ambiance
• Patient Education
• Service Attitudes
• Office Hours
• Office Efficiency
• Happy and Productive Staff
• Fees

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