Transforming the Patient Experience

The “patient experience” has become a primary and leading excellence benchmark for the performance a best-in-class healthcare organization delivers on quality, safety and service.

The patient experience is a journey that can take a healthcare organization to the top of the patient care league. However, If not efficient, it can also have an adverse impact on an organization’s reputation and sustainability.

This course provides participants with the knowledge and skills to design and implement a patient experience-based framework to improve the overall performance of their organization.

Participants will learn how to build high performing and engaged healthcare teams, establish and sustain effective clinical relationships, as well as implement strategies and tools to support patient-centered care.

This course will be highly interactive and include group discussions, case studies and syndicate work. It will include practical exercises that will allow all participants to use the knowledge they gained to implement a patient experience-based framework in their healthcare organization

By the end of the course, participants will be able to:

• Attract and engage customer-focused employees who are passionate about providing the best and most compassionate, yet efficient, care to the patient
• Establish and sustain effective clinical relationships by leveraging key internal and external communication strategies
• Build a coaching culture that supports consistent exceptional care and service
• Identify and address the differences in patients’ values, preferences and expressed needs
• Design a patient experience framework that better meets and exceeds the patient’s needs

This course is beneficial for healthcare clinical and non-clinical staff, including healthcare line managers, heads of department and operational executives. Vendors involved in direct and indirect support services will also benefit from the course.

• Applying communication skills
• Demonstrating Coaching skills
• Improving employee and patient engagement
• Implementing service excellence
• Patient experience design