Description

Reception at the hospital is an act of meeting between a caregiver and a patient. A successful reception creates a climate of trust, necessary for the smooth running of the hospitalization. Communication appears to be the essential pillar of a good welcome.

Who is this training for ?

For whom ?

Healthcare and educational team, health agents and executives.

Prerequisites

Training objectives

Improve the quality of reception and the satisfaction of the patient and those around them

Understand the challenges and good practices of reception

Develop your involvement and skills in reception

Manage difficult situations

Transmit the keys to a warm welcome to new arrivals

Training program

• Define reception issues in patient care
  • Identify your reception missions in your daily practice.
  • Analyze the impact of reception on the quality of care and patient satisfaction.
  • Understand the role of each person and the impact of team cohesion on the quality of reception.
  • Practical work Video on reception criteria and care.
  • Collective reflections on the issues of reception.
• Understand good reception practices
  • Self-diagnose your reception practices, strengths and areas for improvement.
  • Know good reception practices and adapt them to your context.
  • A.
  • S.
  • Practical work rnIndividual questionnaire and reflection collective on its reception practices.
  • Transcribe the good practices retained.
• Develop our skills to better welcome
  • Learn the rules of good reception.
  • Develop your communication skills.
  • Learn the golden rules of positive communication and language.
  • Practical work Case study and communication scenarios.
  • Group debriefing.
• Analyze difficult reception situations to better manage them
  • Identify difficult reception situations: waiting, extra work.
  • Analyze the triggering factors to act on the right levers.
  • Identify among our reactions those who ignite the powder.
  • Understand the other in their context to take a step back.
  • Practical work Video on a difficult reception to analyze the trigger factors.
  • Analyze your practice to gain perspective.
  • Exercise: on emotions.
• Dealing with difficult reception situations
  • Develop empathy and assertiveness.
  • Anticipate risky situations.
  • Get out of these situations with a methodology.
  • Pass on the keys to a good welcome to new arrivals.
  • Individual action plan.
  • Practical work Exercise: identification to practice empathy .
  • Assertiveness questionnaire.
  • Scenario.