World of Opportunity

It is essential to be able to address the needs of patients and other customers in an effective and efficient manner. Failing to realize the importance of customer service and effective complaints handling leads to increasingly dissatisfied customers.
The learning goal of this course is to help you to recognize the opportunity that complaints present to build relationships, and to gain feedback on how we are working towards our mission to deliver the Best Care Always.

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ENROLL

The learning outcomes specifically associated with this eLearning course are the ability to:

Recognize the opportunities that complaints present.
Identify ways that HMC Hospitality Values help prevent complaints.
Recognize examples of showing a positive attitude to complaints.
Recognize strategies for working collaboratively with others.

Identify communication techniques for handling complaints professionally.
Recognize how to apply Customer Care Service Standards when addressing complaints.
Sequence steps in the basic complaint handling process at HMC.
Use appropriate techniques to handle complaints in a positive and effective manner.

TARGET AUDIENCE

All HMC staff—both clinical and non-clinical

PREREQUISITES

Attendance on the
World of Welcome and World of Opportunities classroom-based workshops.

DURATION

One hour

RECERTIFICATION

Every year

COURSE CODE

HITC-03-WH-022018

PASS CRITERIA

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In order to complete the course and generate your certificate you must:
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Review all pages of the appropriate module(s)
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Achieve 60% in the quiz at the end of the module(s)
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Complete the survey

CPD POINTS

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Category 2 - 1 hour

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ENROLL

This course is presented in five sections that can be viewed in English or Arabic:

1. Viewing Complaints as Opportunities

In the first section we focus on the importance of responding to complaints well, briefly review what a complaint is, re-emphasize the importance of a positive attitude, and teamwork.

2. Responding to Complaints

The second section will review the techniques for handling complaints in a professional and positive manner. It will also review the steps in addressing formal complaints.

3. Meet Mrs. Hassan

Section 3 tells the story of a patient who calls to complain about how long it is taking to get an appointment.

4. Salik: Why am I waiting so long?

Section 4 describes a complaint made by Salik, who has been waiting and now missed a meeting.

5. Abdullah's Complaint

Section 5 describes a situation where a patient complains, we are not be able to handle the complaint, and must refer to Nesma'ak.

World of ​Opportunity

Try this now!

The learning outcomes specifically associated with this eLearning course are the ability to:

TARGET AUDIENCE

PREREQUISITES

DURATION

RECERTIFICATION

COURSE CODE

PASS CRITERIA

CPD POINTS

Try this now!

This course is presented in five sections that can be viewed in English or Arabic:

1. Viewing Complaints as Opportunities

2. ​​Responding to Complaints

3. ​​Meet Mrs. Hassan

4. ​​Salik: Why am I waiting so long?

5. ​​Abdullah's Complaint

World of Opportunity

2. Responding to Complaints

3. Meet Mrs. Hassan

4. Salik: Why am I waiting so long?

5. Abdullah's Complaint