Medical

Performance Strategies Enterprises Pty Ltd is a premier corporate training company dedicated to empowering professionals and organizations with practical, results-driven skills. Accredited by the Botswana Qualifications Authority (BQA), we ensure the highest standards of quality and excellence in all our training programs. Additionally, all our courses are recognized by the Human Resources Development Council (HRDC), making them eligible for funding and compliance with Botswana’s professional development requirements.

With innovative methodologies and a commitment to impactful learning, we equip our clients with the tools they need to thrive in today’s competitive landscape.  Our unique GUGA Framework (Grow, Understand, Gain, Apply) underpins our programs, ensuring that participants develop practical, job-ready competencies through engaging and interactive learning experiences.

Performance Strategies Enterprises Pty Ltd is pleased to propose a series of five specialized 2-day workshops designed to address critical skills for the medical industry. These workshops will be conducted in the first quarter of 2025 and are tailored to empower your staff with the skills needed to excel in a dynamic and patient-centered environment.

We invite your organization to participate in these public workshops:

1. Customer Service: The Heart of Patient Care
2. Customer Support: Effective Back-End Operations
3. Digital Citizenship: Navigating Healthcare Technology
4. Emotional Intelligence: Building Stronger Teams
5. Industrial Relations: Aligning Workforce and Policy

1. Customer Service: The Heart of Patient Care

Customer service in healthcare goes beyond answering questions or resolving concerns; it is about creating a patient-centered experience that fosters trust and comfort. Every interaction, from greeting patients to providing information, can significantly impact a patient’s perception of care quality. Training in customer service equips healthcare staff to communicate effectively, manage expectations, and handle sensitive situations with empathy. This ensures that patients feel valued and respected, enhancing satisfaction and loyalty.

• Day 1:
• Understanding the Role of Customer Service in Healthcare
• Patient-Centered Communication: Building Trust
• Managing Expectations: Clear and Empathetic Interactions
• Day 2:
• Conflict Resolution: De-escalating Challenging Situations
• Service Recovery: Turning Challenges into Opportunities
• Sustaining Excellence: Building a Culture of Service

2. Customer Support: Effective Back-End Operations

While customer service focuses on front-facing interactions, customer support involves backend operations that enable seamless care delivery. This includes handling appointments, managing patient records, and supporting medical professionals with administrative tasks. Proper training ensures that support staff can efficiently manage processes, reduce bottlenecks, and maintain the accuracy and confidentiality of patient information. A well-trained support team is essential for operational efficiency and improved patient outcomes.

• Day 1:
• Differentiating Customer Service and Support
• Process Optimization for Medical Staff and Patients
• Effective Problem-Solving Techniques
• Day 2:
• Supporting Technological Tools for Patient Engagement
• Workflow Coordination Across Departments
• Enhancing Patient Satisfaction Through Support Efficiency

3. Digital Citizenship: Navigating Healthcare Technology

Digital citizenship in healthcare encompasses the responsible use of technology, including safeguarding patient data, maintaining professionalism on digital platforms, and leveraging tools to improve patient care. With the increasing integration of technology in healthcare, staff must understand cybersecurity, data privacy laws, and ethical digital practices. Training in digital citizenship ensures compliance with regulations and promotes the effective use of digital resources to enhance patient experiences and care delivery.

• Day 1:
• Fundamentals of Digital Citizenship in Healthcare
• Cybersecurity and Patient Data Privacy
• Leveraging Technology for Enhanced Patient Outcomes
• Day 2:
• Social Media and Professionalism in the Medical Field
• Collaborative Digital Tools for Healthcare Teams
• Ensuring Ethical Use of Digital Resources

4. Emotional Intelligence: Building Stronger Teams

Emotional intelligence (EI) is critical in healthcare, where professionals often face high-stress situations requiring empathy, patience, and self-regulation. EI helps healthcare workers navigate complex interpersonal dynamics, both with patients and colleagues, fostering teamwork and reducing conflicts. Training in EI enhances staff’s ability to manage emotions, communicate effectively, and build stronger relationships, contributing to a supportive and efficient healthcare environment.

• Day 1:
• Understanding Emotional Intelligence in a Healthcare Setting
• Self-Awareness and Empathy in Patient Care
• Managing Emotions Under Pressure
• Day 2:
• Enhancing Team Collaboration Through EI
• Stress Management Techniques for Medical Professionals
• Practical Exercises: Role-Playing and Feedback

5. Industrial Relations: Aligning Workforce and Policy

Industrial relations in healthcare involve managing relationships between staff, management, and regulatory bodies to ensure a harmonious work environment. Given the sector’s complexity and reliance on multidisciplinary teams, understanding labor laws, conflict resolution, and negotiation is crucial. Training in industrial relations equips HR and management personnel with the skills to address grievances, foster positive organizational cultures, and maintain compliance with legal and ethical standards. This minimizes workplace disruptions and enhances overall productivity.

• Day 1:
• Overview of Industrial Relations in the Healthcare Sector
• Key Labor Laws and Regulations in Botswana
• Addressing Employee Grievances and Conflict
• Day 2:
• Building a Positive Organizational Culture
• Negotiation Skills for Managers and HR Professionals
• Case Studies: Lessons from Real Healthcare Scenarios

1. Cost-Effectiveness: Sending individuals or small teams to public workshops is more economical than arranging private, on-site training.
2. Networking Opportunities: Participants can exchange ideas and best practices with peers from other organizations.
3. Diverse Learning Environment: Exposure to varied perspectives enhances problem-solving and innovation.

Performance Strategies Enterprises Pty. Ltd. presents a value-driven cost proposal for delivering corporate training services. The proposed cost structure covers program design, facilitation, materials, venue, meals, and post-training support, ensuring high-quality learning experiences that align with your transformational goals.

We are excited about the opportunity to support your organization’s professional development goals. Should you have any questions or require additional information, please feel free to contact us at 72 893 690 or lizM@performancestrategies.co