Self-Care and Resilience for Better Patient Care
Explore self-care, psychosocial awareness and resilient communication for healthcare teams. A 2-day HRD Corp Claimable course in Malaysia with Dr. Shalini.
Customer Service Excellence for Healthcare Personnel
Patient service and healthcare communication training in Malaysia
A two-day healthcare customer service course in Malaysia for frontliners, patient-service personnel and team leaders. Build confidence, empathy and communication skills for patient interactions, difficult situations and service recovery.
Training dates: enquire about the next public intake or an in-house date. View training details.
Training for the people who shape the patient experience
Choose this course for healthcare frontliners, patient-service teams, administrators and supervisors who handle patient enquiries, difficult interactions or service expectations.
The nine modules connect emotional intelligence with phone and online etiquette, practical responses to upset customers, rapport and leadership through communication. The focus is service interactions and workplace behaviour in healthcare.
Compare your options: Self-Care and Resilience for Better Patient Care. Choose the resilience programme when the priority is staff well-being, psychosocial health and maintaining empathy under pressure.
What your team will take back to work
Communicate confidently
Use effective language, verbal etiquette and non-verbal cues in healthcare conversations.
Lead with emotional intelligence
Apply self-awareness, empathy and emotional management to workplace relationships.
Understand customer styles
Read different needs, build rapport and create a more positive service experience.
Handle pressure professionally
Respond to upset, difficult or irate customers with structure, calm and confidence.
Healthcare customer service course outline
01 · Emotional intelligence and goal setting
Self-awareness, empathy, management and workplace relationships.
02 · Personalities and a positive environment
Behaviour, diversity, word choice and body language.
03 · Culture and challenges
Experiential exercises, growth mindset and fixed mindset.
04 · Phone and online etiquette
Answering techniques, practical phrases and managing emotions.
05 · R.O.C.K. customer service
Respond, outline, communicate and apply product knowledge.
06 · Resolving challenging situations
Practical responses for upset, difficult and irate customers.
07 · NLP through communication
Rapport, trust, negotiation and feedback.
08 · Leadership through communication
Shared purpose, team values and leading by example.
09 · Customer service and productivity
Connecting service goals to individual and organisational results.
Who it's for
Healthcare frontliners, patient-service personnel, administrators, supervisors and team leaders who shape the patient and customer experience.
Optional self-study preview
Try a patient-service conversation
Explore the skill with this sample brief, then note what you would like to practise with the trainer.
Practice brief: In a fictional reception scenario, a visitor is frustrated because an appointment has been delayed. The service team has not yet received a confirmed revised time. This is a communication exercise, with no clinical decisions involved.
- Write an opening that acknowledges the inconvenience without assuming you know how the visitor feels.
- Explain what is known and what you will check. Avoid promising a time or outcome that has not been confirmed.
- Practise the response with a colleague, paying attention to tone, listening and a clear next update.
Check your result: Does your response acknowledge the concern and explain the next step? Use the discussion to identify relevant questions about empathy, difficult interactions and service recovery in your team's setting.
Kamine Kethieswaranathan
Founder & Lead Consultant
Kamine holds a Master’s in Educational Management and a Bachelor of Education (TESL). She is a certified NLP practitioner, HRD Corp trainer and Behavioural Insights trainer with extensive experience in communication, customer service, positive work culture and healthcare-sector coaching.
Your HRD Corp levy pays for this
Welingtons Resources (SA0398359-P) is an HRD Corp registered training provider. The employer submits the grant application in e-TRiS before training, supported by our quotation, course content and trainer's profile. For approved programmes under HRD Corp Claimable Courses, Welingtons submits the course-fee claim after training.
Step 1 — Choose
Choose the format
Join a public session or ask us to shape an in-house programme around your service environment.
Step 2 — Apply
Employer applies for the grant
Your organisation submits the grant application in e-TRiS before training, using our quotation, course content and trainer's profile. Arrange the training date after grant approval, allowing for HRD Corp's applicable advance-approval period.
Step 3 — Train
Practise real situations
Upon approval from HRDC, participants may attend the training and work through healthcare service scenarios, reflection and experiential activities.
Step 4 — Claim
Welingtons submits the claim
After training, we prepare the JD/14 claim form for the employer's declaration. Welingtons then submits the course-fee claim through its training provider e-TRiS account, with the invoice, T3 attendance record and required supporting documents.
Confidence people can use immediately
Case studies, role plays, reflection and guided practice turn service principles into everyday behaviour.
Frequently asked questions
Is the training relevant to non-clinical healthcare staff?
Yes. The intended audience includes patient-service personnel, administrators, supervisors and team leaders as well as healthcare frontliners. The focus is the patient and customer experience across service interactions.
Does the healthcare service course cover phone and online communication?
Yes. Phone and online etiquette is a named module covering answering techniques, practical phrases and managing emotions in service conversations.
Will the course address upset patients or customers?
Yes. Resolving challenging situations is part of the syllabus, with practical responses to upset, difficult and irate customers. Related modules cover emotional intelligence, rapport and communication.
Is this programme HRD Corp Claimable?
Yes, subject to HRD Corp's grant approval. The employer submits the grant application in e-TRiS before training, using our quotation, course content and trainer's profile. After the approved training is completed and the employer has endorsed the JD/14 form, Welingtons Resources submits the course-fee claim as the training provider.
How much is the public training?
The standard fee is RM2,400 per participant for the complete 2-day programme. In-house delivery is quoted on request. Check the fee for your preferred session; dated public sessions may have a different published fee.
Can you run this in-house?
Yes. In-house delivery is customised to your organisation, group size and service environment, with pricing provided on request.
Who should attend?
Healthcare frontliners, patient-service personnel, administrators, supervisors and team leaders who shape the patient and customer experience.
What languages are available?
The programme is available in English and Bahasa Melayu.
Ready to strengthen your healthcare service culture?
Request a quotation for an in-house programme or ask about the next public intake.
Prepare for the learning
In-house or public training: which suits your team?
Start with the work your people need to do better. The right format depends on how many people share that need, how much context the trainer needs, and when the team can practise together.
Read Kamine Kethieswaranathan’s experience and qualifications