Empathy in the Waiting Room
Overview
This e-learning experience is designed for medical front desk staff to practice the effectiveness of empathetic techniques when dealing with patients of varying emotional states.
Audience: Nonclinical medical staff who provide initial patient care service
Responsibilities: Analyzing the problem, designing the solution, developing the experience
Tools Used: Google Suite (Docs, Drive), Articulate Storyline 360, Adobe Creative Suite (Photoshop, Illustrator, Stock)
The Problem
Front desk staff at healthcare facilities deal with all kinds of patients on a daily basis, including those with high emotional states. These patients are most times struggling with pain, frustration, and/or anxiety when arriving for care. When confronted with these high emotional states, the front desk staff are often stressed and unequipped, leading to tense interactions with the patient. This causes a decrease in patient care satisfaction and compromises the performance of the staff.
The Solution
After identifying the problem was due to the staff’s lack of preparedness in handling high emotional states, I analyzed the effectiveness of empathetic techniques in diffusing those states. These techniques were backed by professional communicators who specialize in healthcare settings. Then, I designed and developed a low-risk, scenario-based e-learning experience with Articulate Storyline that gave real-world examples of how to use empathy when talking to patients.
The Objective
By the end of the lesson, the staff will be able to implement empathetic social techniques during the check-in process, increasing patient care satisfaction by 20%.
Storyboards
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Kimmie King 