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Outcomes study of a customer relations educational program in dialysis practice.

Jill Schmidt1

  • 1Renal Care Group, Whitewater, KS 67154, USA.

Advances in Chronic Kidney Disease
|January 18, 2006
PubMed
Summary

This study evaluated a customer relations training program for dialysis staff. The program improved staff skills and patient care, leading to revisions for better effectiveness.

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Area of Science:

  • Healthcare Education
  • Patient Relations
  • Dialysis Care

Background:

  • Patients increasingly seek compassionate care alongside technical skills.
  • Effective patient-provider communication is crucial in healthcare settings.
  • Dialysis care requires strong interpersonal skills among all team members.

Purpose of the Study:

  • To evaluate the effectiveness of a customer relations staff educational program.
  • To identify strengths and areas for revision in the existing training.
  • To enhance the quality of patient and family interactions within a dialysis setting.

Main Methods:

  • An outcomes study was conducted 1 year and 4 months after program implementation.
  • Pretest and posttest scores assessed knowledge gained from training sessions.

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  • A survey of instructors identified program strengths and areas needing revision.

    • Main Results:

    • Training demonstrated a clear need and resulted in knowledge acquisition.
    • Instructors identified team building and problem-solving as key strengths.
    • Program revisions focused on shortening modules and simplifying usage.

    Conclusions:

    • The customer relations program is effective in enhancing staff skills.
    • Program revisions are necessary to optimize its impact on patient care.
    • Continuous evaluation and adaptation are vital for healthcare education programs.