It's the Little Things: Enhancing Patient Relations

Program Description

This enduring webinar will review how physician and dental practices can improve patient relations by instituting essential hospitality and communication techniques within the office setting.  In today’s healthcare environment, with more and more external demands placed on professional practice, physicians, dentists, and their staff often become rushed and overlook simple common courtesies in an effort to meet these increasing demands.  Bad first impressions are formed and patients feel de-humanized and dissatisfied.  This often results in proliferation of negative social media posts as well as adverse patient outcomes that increase the risk of complaints against the practitioner.  This presentation will present strategies to improve interactions with patients, manage social media, and deal with difficult or upset patients.


After completing this activity, learners will be able to:

  • Recognize how first impressions create expectations that impact patient relationships.
  • Identify techniques to reinforce patient trust in your practice environment.
  • Use communication strategies that promote trust and good will.
  • Employ methods that have proven successful when managing challenging patients.
  • Utilize patient feedback to your advantage.


No individual in a position to control or influence the content of this activity has reported relevant financial relationships with commercial interests. No commercial support was provided for this activity. 

Course Developers

Rich Cahill, JD, Vice President, Associate General Counsel, The Doctors Company

Debbie Hill, BSN, RN, MBA, LHRM, CPHRM, Department of Patient Safety and Risk Management, The Doctors Company

Cynthia Morrison, RN, ARM, CPHRM, CPPS, Department of Patient Safety and Risk Management, The Doctors Company

Julie Hopkins, MA, MBA, Director, Continuing Medical Education, Patient Safety and Risk Management, The Doctors Company

Continuing Education Credit

The Doctors Company is accredited by the Accreditation Council for Continuing Medical Education (ACCME) to provide continuing medical education activities for physicians.

The Doctors Company designates this enduring material activity for a maximum of 1.75 AMA PRA Category 1 Credits™. Physicians should claim only the credit commensurate with the extent of their participation in the activity.

The Doctors Company estimates one and a quarter hour for completion of this course. A passing score of 80 percent or greater is required to successfully complete the activity and earn AMA PRA Category 1 Credit™.

The Doctors Company is an ADA CERP Recognized Provider. ADA CERP is a service of the American Dental Association to assist dental professionals in identifying quality providers of continuing dental education. ADA CERP does not approve or endorse individual courses or instructors, nor does it imply acceptance of credit hours by boards of dentistry. Concerns or complaints about a CE provider may be directed to the provider or to ADA CERP at

The Doctors Company designates this enduring material activity for 1.75 continuing education credits. Dentists should claim only the credit commensurate with the extent of their participation in the activity.

Course ID#: TDE 17002.0
Issue Date for This Activity: 07/28/2017
Expiration Date for This Activity: 07/28/2020


The information and guidelines contained in this enduring material activity are generalized and may not apply to all practice situations. The faculty recommends that legal advice be obtained from a qualified attorney for specific application to your practice. The information is intended for educational purposes only.

Complies with State Requirements

Please SEE the Federation of State Medical Boards overview of Continuing Medical Education requirements by State.   

Technical Requirements

This activity is best experienced using the most current browser (or one back) of Firefox, Chrome, Safari, or Microsoft Edge. Internet Explorer is not supported by this platform. For all activities featuring audio you must have a sound card and speakers. To view graphic images and references that appear in separate "pop-up" windows, you must have JavaScript and session cookies enabled on your computer.  Adobe Acrobat Reader may be required for certain activities.


Click Here to download a PDF with resources related to this program. 

Contact Us

If you have questions, contact or call (800) 421-2368, extension 1243.