The Princess Margaret Hospital (PMH) has implemented a training program aimed at strengthening its Patient Relations Department. As part of the Urgent and Emergency Care Project, a workshop for patient representatives and case managers was held from April 12th through April 14th, 2021.
The objective of the workshop was to strengthen the skills of the Patient Representative, giving them the tools necessary to enhance their skills and perform their roles more efficiently. Case Managers were invited to participate in the training as well, as they share a close working relationship with the Patient Representatives.
Participants covered some fifteen (15) topics over the three (3) day workshop, including Grief Management, Conflict Resolution, Measuring Customer Satisfaction and Complaint Management, among others.
A total of eleven (11) staff members, inclusive of all the PMH Patient Representatives and Case Management staff, successfully completed the workshop.