1.Identify key points along the patient HIV care continuum where customer service interactions influence patient trust, engagement, and health outcomes.

2.Describe how waiting room environments and staff behaviors contribute to perceived stigma and psychological safety, based on evidence from nursing and behavioral health research.

3.Explain the principles of client-centered, status-neutral care and their impact on patient adherence, disclosure, and fair resource allocation.

4.Differentiate between stigmatizing and stigma-free service practices across non-clinical and clinical care settings.

5.Apply evidence-based phone communication strategies to support respectful, inclusive, and patient-centered interactions.

Intended Audience

Staff at Prince Georges County Health Department

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