Patient Experience – why matters? Whether they are in a large hospital or a small clinic – and regardless of whether it is a public or a private institution – patients today have high expectations. For too long, however, health care providers have considered patients’ satisfaction with their experience of care as something ‘nice to have’ rather than what it indeed is: a primary outcome of high-quality healthcare.

This intensive and interactive course will enable you to understand what it is and how it can be accurately measured and observed.

Most importantly, it will show you how to initiate and lead improvement project as well as practical tools and techniques for delivering real change. It will equip participants to begin patient experience improvement projects from the moment they complete the course and enable them and their organizations to provide more compassionate, consumer-centered care.

YOU WILL LEARN HOW TO

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.

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.

The course uses a mix of interactive techniques such as lecturettes, group activities, case studies, scenario analysis and team presentations.

IMPORTANT COURSE INFORMATION

Certificate

Participants who fully attend this course and complete the test on the last day will receive a Strategic Axis Professional Certificate (SAPC).

SAPC certificates are regionally recognized and can be quite valuable when applying for more senior roles within the organization or outside.

IHLM endorses this course.

IHLM endorsement is the industry recognized benchmark for high-quality training programmes.

Supported by their quality assurance system, endorsement confirms that our training programme is professionally designed and delivered to exacting standards.

COURSE OUTLINE

In Module 1 we set the scene and consider the context of patient experience today. We ask what is driving consumerism in healthcare and explore the fundamental ways in which the experiences and ultimate satisfaction of patients can be transformed.

In Module 1 we set the scene and consider the context of patient experience today. We ask what is driving consumerism in healthcare and explore the fundamental ways in which the experiences and ultimate satisfaction of patients can be transformed.

• What Do Patients Want? – How are patients’ attitudes and expectations reshaping healthcare and what does this mean for those of us who provide that care?

• What Do Regulators Want? – How are regulators and accreditation bodies trying to change the patient’s experience?

• The Evidence on Patient Experience – What does the research evidence tell us about what actually matters to patients, as well as the impact that patient experience has on healthcare outcomes?

• Patient-Centred Care – What is it and how do we consistently deliver it?

Module 2: Observing, Measuring and Understanding the Patient’s Experience
Before we can truly transform patient’s experiences of care, we must get both clinical and administrative stakeholders on board with our plans, while also reflecting on what really matters to patients and families.

• How To Organise a Patient Experience Improvement Project – How do you get an improvement initiative started and get your colleagues’ support?

• Measuring Patient Experience – What data collection methods and key performance indicators should be used to measure and analyze patient satisfaction?

Module 3: Transforming the Patient Experience through People
There is very rich evidence that the most engaged, committed and motivated healthcare staff deliver better quality and more compassionate care. In Module 3, we consider the people-based practices that satisfy patients.

• Creating a Compassionate Culture – How can healthcare staff be encouraged to become and stay engaged in their work?

• Cultural Diversity – How do gender, nationality and religious faith shape patient and family preferences?

• Communicating With Patients and Families – How can healthcare staff assure effective, empathic communication with patients and families?

• Service Recovery: What To Do When Things Go Wrong – What are the best ways to de-escalate or resolve complaints, conflicts, and mistakes?

Module 4: Transforming the Patient Experience through Process, Place and Technology
Having considered the role of people in improving the experience of patients, in Module 4 we conclude with three more vital areas that have an impact on patient satisfaction.

• Collaboration, Integration and Service Design – What are the most critical ‘touch points’ in the patient’s journey and how can we make them more patient-focused?

• The Healing Environment – How can we design and build healthcare facilities that maximise the satisfaction of patients, families, and communities?

• Patients, The Internet, and Social Media – What role can market communications and social media take in building trusting relationships with patients and optimising their experience?

Module 5: Designing the patient experience
Concepts of experience-based design
Gathering experiences from patients, families, and staff
Observations
Interviews
Identifying strengths and gaps
The experience-based design framework
Managing and delivering an improved patient experience