1. Customer Care Training October 2014 The Kolmac Clinic Difference

2. © 2014 Kolmac Clinic, Inc. All rights reserved. No part of this presentation may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the Kolmac Clinic, Inc. This publication is designed to provide accurate and authoritative information about the, subject matter. The Kolmac Clinic Inc. is not engaged in providing services such as legal or accounting expertise. If such expertise is required, the services of a competent professional in these areas should be sought.

3. Agenda Welcome and Introduction Pre-Assessment Review Learning Objectives Discuss Patient Centered Care Questions & Answers Post-Assessment Evaluations

4. Now Let’s Take A Pre-Assessment… Post-AssessmentPre-Assessment

5. Learning Objectives At the end of this session you will be able to: 1.Define culture and cultural awareness. 2.Assess your own culture and possible biases. 3.Understand the importance of cultural awareness in a clinical setting.

6. Question Why do you choose to do the work of Kolmac?

7. The Kolmac Difference

8. Recognizing that everyday you have the privilege of taking care of patients and knowing you alone can make a difference in the patients life.

9. No Matter Your Role… Administrative Staff Clinical Staff Medical Staff

10. Together we all..

11. Do you really believe this?

12. If you were a patient in need of treatment, would you choose the Kolmac Clinic? If yes, why?

13. Exercise: 1.Write 3 things that you think our patients find pleasant about their experience at Kolmac. 2.Write 3 things that you think our patients do not find pleasant about their experience at Kolmac. 3.On a scale of 1-10 what do you think our patients rate the Kolmac Clinic? And why? Or Describe the level of service you think our patients receive?

14. What is Patient Care? CLINICAL EXPERTISE PATIENT VALUES & PREFERENCES EVIDENCED BASED CARE GENUINE CONNECTION with Clinical Staff FROM ADMIN STAFF FROM MEDICAL STAFF

15. “Could a greater miracle take place than for us to look through each other’s eyes for an instant? -Henry David Thoreau

16. Empathy Seeing with the eyes of another Listening with the eyes of another And feeling with the heart of another

17. Empathy  The human connection to Patient Care  Patient care is more than just healing – it’s building a connection that encompasses mind, body and soul.

18. If you could stand in someone else’s shoes, hear what they hear, see what they see. Fell what they feel – would you treat them differently?

20. So that video was related to Healthcare as a whole, but what is your immediate thoughts after watching it?

22. The Kolmac Mission Statement ADD

26. Questions and Answers

27. Post-Assessment

28. Thank you!