Internal Medicine · Advanced

The ideal appointment system: how to improve treatment adherence and patient retention

Turn one-off visits into systematic work: learn to structure the appointment so that patients follow prescriptions and return.

24academic hours

Advancedlevel

Distance learningmode of study

Course curriculum

Module 1. Foundation: preparation and building an atmosphere of trust
Physician proactivity. How preparing for the appointment affects loyalty and your comfort
First contact. The art of greeting, inviting, and getting acquainted with the patient and the accompanying person
Team presentation. How to introduce yourself and the assistant to reinforce trust in expertise
Module 2. Diagnosis: identifying the patient's true needs
Navigating the appointment. How to structure the beginning of a consultation and manage patient expectations
In-depth diagnosis of the request. Active listening technique and the art of asking the "right" questions
Module 3. Partnership: joint planning and presentation of treatment
From diagnosis to decision. Principles of discussing possible recommendation options with the patient
The art of presenting a treatment plan. How to convey value, build clear reasoning, and engage the patient in the choice
Professional handling of objections. Structure, typical objections, and algorithms for turning them into dialogue
Module 4. Closing: from consent to loyalty and the next step
Effective conclusion of a consultation. Techniques for summarizing and gently scheduling treatment or a follow-up appointment
Last impression. Algorithm for guiding the patient and reinforcing positive experience
Module 5. Mastery: flexibility in communicating with different patient types
7 psychological patient types: key traits and motivators
Workshop: adapting all stages of the appointment — from greeting to handling objections — to each personality type for maximum mutual understanding

You know how to treat, but you see that some patients are lost after the first visit, abandon therapy midway, or go to other colleagues. The course examines treatment adherence and patient retention not as luck, but as a manageable appointment system based on evidence-based principles of communication and the organization of the physician's work.

You will master specific communication scenarios, handling the patient's objections and doubts, and tools for building long-term rapport. After the training you will build a trusting dialogue more confidently and accompany the patient all the way to the result, not just to the end of the appointment.

Shabanova Tatyana Nikolaevna

Преподаватель-практик

Shabanova Tatyana Nikolaevna is a practicing expert in service and communications in medicine with 12 years of experience in the medical business. Drawing on her management practice and teaching experience, she helps clinic teams build trusting contact with patients and competently work with medical services.

Head of the client service department of a clinic in Saint Petersburg, a business trainer in the field of medicine and an expert in doctor–patient communication. Twelve years of experience in the medical business.

Professional interests

Training clinic teams in effective client service
Competent sales of medical services
Building trusting communication between doctors and patients

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