This 14-minute video is a staple for training medical office staff to see things from the patient’s perspective. The video tells the parallel stories of Bob, a patient with a hurt shoulder, and his dog Max, visiting the veterinarian for a hurt paw. The two patients are treated quite differently by their healthcare personnel. The video is in its second edition, and comes with a Leader’s Guide, Power Point Program, Participant Worksheets and branded materials (reminder cards, notepads, stuffed dogs, lanyards, pens, etc.)
The video can be purchased ($700) or rented ($225). Be sure to check with your local hospital to see if they own the video and make it available for borrowing. Purchase is not cheap, but it does get the point across extremely well and has good support materials for training staff on customer service. If managers use it for training existing employees, then incorporate it into new employee orientation, and use the concepts as performance requirements for annual evaluations, the cost/benefit ratio is excellent.
I’ve seen it a number of times and it still makes me laugh!