Transforming Patient Experience
£5850.00
INTRODUCTION
To establish a reputable and sustainable healthcare organisation, achieving excellence through a patient-centric approach is crucial. This training course equips participants with the knowledge and skills to design and implement a patient experience-based framework that enhances the overall performance of healthcare organizations.
This highly interactive Transforming Patient Experience training course will look into building high-performing and engaged healthcare teams, establishing and maintaining effective clinical relationships, and implementing strategies and tools to support patient-centred care.
Participants attending the Transforming Patient Experience training course will develop the following competencies:
Apply communication skills
Demonstrate coaching skills
Implement service excellence
Patient experience design
Improve employee and patient engagement
TRAINING OBJECTIVES
The primary objective of this training course is to enhance the skills and knowledge of healthcare professionals. Attendees will:
Increase the awareness and skills of healthcare professionals focused on patient care
Develop strategies for establishing and sustaining effective internal and external relationships
Foster a coaching culture that supports an exceptional patient-care experience
Identify differences in patients' values, preferences, and expressed needs
WHO SHOULD ATTEND?
The Transforming Patient Experience training course is ideal for healthcare professionals involved in hospital operations and engaged in patient care, especially:
Healthcare Team Leaders
Department Heads
Patient Support Services Team
Operations Team
Quality Officers
Head Nurses & Patient Safety Officers
TRAINING APPROACH
The Transforming Patient Experience training course combines presentations with interactive practical exercises, supported by video materials, activities, and case studies. Delegates are encouraged to actively participate in this unique training course by addressing their patients' needs.
TRAINING OUTLINE
Day 1: Patient-Focus Orientation
The 4 Groups of Customers
Types of Customers
The 7 Customer Behaviours
Research Findings
A Complaint Is a Gift
How to Lose Your Customers?
Day 2: Improving Performance
Communication Skills with Customers
Emotional Intelligence
Establishing Focus
Fostering Teamwork
Managing Change
Day 3: Results Orientation
Balanced Decision Making
Understanding Motivation Use
Problem and Situation Analysis
Effective Communication
Body Language
Sandwich Technique
Day 4: Healthcare Quality Orientation
Indicators for Customer Satisfaction
Cost and Benefits of Quality
The Continuous Improvement Process
Sustainable Development of Quality
PDSA Cycle
Obstacles to Achieving Quality
Day 5: Negotiation Skills
Negotiation Styles
Win-Win Negotiation
4 Key Concepts in Negotiation
BATNA, WAP & ZOPA
Barriers to Agreement
Skills of Effective Negotiators
Certificate of Completion: Upon successful completion of the course, participants will receive a Certificate of Completion from Al-Majd Pathways Centre (APC).