Cognitive Biases and Customer Satisfaction in Healthcare

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Using Psychology to Optimize Customer Service in Patient Care

Cognitive Biases and Customer Satisfaction in Healthcare is a 1 hour course designed to teach healthcare clinicians how to use social psychology to improve patient satisfaction. The foundation of social psychology revolves around the concepts of heuristics and biases. Heuristics are the mental shortcuts we all rely on to make decisions to avoid information processing demands. Often times biases emerge as a result of using heuristics in decision making. This course discusses common cognitive biases including: the Similar to Me Effect Bias, Serial Position Errors Bias, Contrast Errors Bias, Halo Errors Bias, Confirmation Bias, and Loss Aversion Bias. This course also covers other concepts in social psychology including market norms versus social norms and priming. Practical suggestions are offered based on social psychology to maximize customer satisfaction in healthcare. Additionally, the course delves into the psychology of aggressive patients and how to successfully manage aggressive patients. Finally, organizational strategies are offered to increase patient satisfaction scores company wide. The course introduces healthcare clinicians to both conceptual and practical aspects of applied social psychology. The course is taught by Ari Ginsberg, PT, DPT, MSIOP, a Doctor of Physical Therapy and an Industrial/Organizational Psychologist. He is a passionate and engaging instructor dedicated to sharing psychology insights with healthcare professionals to optimize patient outcomes.

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