Client Experience (CS in Referral Client Care)

Objectives

• Define Client Experience in Referral Client Care
  Learners will understand what client experience entails and the impact each interaction has on shaping the client's overall perception of the referral centre.
• Identify Key Steps in the Client Journey
  Learners will be able to recognise the primary stages in the client's journey, including initial contact, referral consultation, admission, discharge, and paying the bill, and understand how to create a positive experience at each stage.
• Demonstrate Empathy and Professionalism in Client Interactions
  Learners will practice putting themselves in the client's position, delivering warm, empathetic service throughout the journey and handling sensitive situations, including emergencies and end-of-life care, with understanding and compassion.