Course Title Course Code Program Level
COMMUNICATION IN HEALTH INSTITUTIONS MYS210 Health Institutions Management Associate Degree

Course Term
(Course Semester)
Teaching and Learning Methods
Theory Practice Lab Projects/Field Work Seminars/Workshops Other Total Credits ECTS Credits
42 42 3 5

Teaching Staff
Language of Instruction Türkçe (Turkish)
Type Of Course Compulsory
Prerequisites None
Recommended Optional Programme Component
Course Objectives Ensuring that the staff to be employed in health institutions can communicate effectively and correctly while providing health services.
Course Content Increasing communication abilities of health institution staff while providing health services, providing knowledge for effective communication in order to maximize basic rights and responsibilities of patients, and patient’s and relatives’ satisfaction.
Learning Outcomes (LO) Developing Customer Relations: Concept and characteristics of customer relations; New Dimensions of Customer Relationships: Total quality management in sales and marketing, Creating value for the customer; Communication with Customers: Communication model and items, Communication with customers; Customer Service: Customer service quality and system; Customer Winning and Retention; Customer Relations Measurement: Focus group interviews, Advisory panels, Critical event technique, Customer relationship questionnaire, Benchmarking; Organizational Culture and Change: Customer-focused culture creation, Barriers to cultural change, Customer-focused change management.
Mode of Delivery Face to face
Course Outline
Week Topics
1. Week Basic Concepts Relating Communication
2. Week Basic Concepts in Health
3. Week Basic Rights and Duties in Health
4. Week Institutional Communication in Health Institutions
5. Week Effective Communication Techniques in Health Services
6. Week Patient Identification and Patient Profiles
7. Week Communication Between Patients
8. Week Midterm
9. Week Communication with Patient Relatives
10. Week Special Patients and Communication with their Relatives
11. Week Crisis in Health Services
12. Week Crisis Communication in Health Services
13. Week General Overview
14. Week Final Exam
Mid-term (%) 40
Quizes (%)
Homeworks/Term papers (%)
Practice (%)
Labs (%)
Projects/Field Work (%)
Seminars/Workshops (%)
Final (%) 60
Other (%)
Total(%) 100
Course Book (s) and/or References Anadolu Üniversitesi Yayınları, Sağlık Kurumlarında İletişim
Work Placement(s)
The Relationship between Program Qualifications (PQ) and Course Learning Outcomes (LO)