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Working Effectively with Patient and Family Expectations

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Daniel O'Connell, PhD (bio)

October 7 2008

1 hour and 28 minutes


Daniel O'Connell, PhD covers the following topics: * Understanding patient / family expectations * Describing approaches that more efficiently meet expectations * Recognizing how “customer service” issue affect “benefit of the doubt” when adverse outcomes arise * Recovering more easily when conflicts arise.

Post-video Questionnaire Please complete the above post-video test questionnaire in order to receive credit for the UWHC annual risk education requirement as part of reappointment to the UWHC Medical Staff. The document, which is in a PDF format, may be completed by: 1. Printing it, answering the questions and returning it to UWHC Risk Management Dept., mail code 8360 2. Sending the answers via e-mail to Sue Statz at Be sure to number each of your answers based on the number of the question and include the title of the video program you are requesting credit for.


UWHC Risk Management Education Series


Professional Development


Communication Skills, Customer Service, Patient Expectations, Patient Satisfaction, Physician-Patient Relations, Risk Management
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