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Published byRoland Johnston Modified over 9 years ago
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askMDAnderson What can we do for you?
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Who are we? A service of the Public Education Office M. D. Anderson’s front door to information for prospective patients Our Staff: ◦ Associate Director ◦ 2 Supervisors ◦ 8 Health Information Specialists ◦ Oncology Educator
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What do we do? Respond to telephone and e-mail inquiries ◦ Over 64,000 Calls per year ◦ Over 42,000 E-mails per year Questions from: ◦ Prospective patients ◦ Family members and caregivers ◦ Health professionals ◦ Current patients
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What kind of questions do we answer? How to make an appointment Standard treatments Clinical trials M. D. Anderson services and programs What happens once an appointment is made
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How do we answer our questions? Extensive training ◦ Cancer information ◦ Processes and procedures Research appropriately ◦ National Resources – NCI, ACS ◦ M. D. Anderson resources Web site M. D. Anderson clinicians
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askMDAnderson Customer Service Show compassion and empathy Active listening Refrain from personal judgment and experience Meet the customer at their level ◦ Everyone is at a different place in the cancer knowledge Customer is left with a complete understanding
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How to handle emotional/complaint calls Listen without interruption Express empathy Explain what you can and cannot do Take action/refer to appropriate resource ◦ Patient Advocacy (askMDA)
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Wrap-it-up tips Ask closed-ended questions Avoid asking unnecessary questions Medically specific – refer to their current physician If unable to address question, refer to a resource that might ◦ askMDAnderson
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