Disney Institute program stresses importance of service quality in healthcare.

Hospitals, clinics, group medical practices, dental practices and freestanding medical care providers share a common goal: distinguishing themselves through the delivery of quality healthcare services.

To learn more about how to achieve this objective, nearly 200 healthcare professionals recently gathered at Florida International University (FIU) to attend the Disney Institute’s “Approach to Quality Services for Healthcare Professionals” workshop.

Hosted by the College of Business Administration, the one-day program focused on the simple things that healthcare professionals can do to exceed the expectations of patients, families and visitors—actions that create loyalty to the provider.

“Approach to Quality Services for Healthcare Professionals,” a daylong workshop delivered by the Disney Institute, drew almost 200 healthcare professionals to the college.

“Attendees learned how paying attention to the details is critical in making a patient’s experience something special, something that reaches beyond just the medical care they are receiving,” said Rosangel Quintero, marketing and program manager, Office of Executive and Professional Education.

Shared cases studies from healthcare organizations that have adopted the Disney Institute’s best practices showed how anticipating the needs, wants and emotions of patients is key to improving service quality.

Healthcare professionals feel good about what they learned.

One of the attendees found the workshop to be an extremely positive experience that taught “new ways to implement ideas that might have seemed obvious before.”

Another commented that the speakers made the difference, noting that “they were very enthusiastic, knowledgeable and provided practical examples to improve customer service.”

New graduate healthcare program offers prescription for success.

As the U.S. healthcare reform debate continues, the college is taking on a stronger leadership role in an industry sector vital to the South Florida economy by launching a Healthcare MBA. Designed to provide the knowledge and skills necessary for management careers in health service organizations, the program focuses on the practical application of management theory in healthcare settings.

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