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.
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
Who Should Attend?
Health and Social Services Professionals involved in or leading projects
Community-driven project managers
Public Health project leads
Those undertaking unique projects
Organization department heads
Senior executives with business planning responsibilities
Systems and operational leads and personnel.
Building effective clinical relationships
The clinical value system
The impact of organizational culture on working relationships
The impact of clinical relationships on the patient experience
Clinical relationships assessment
Roadblocks in clinical relationships
Opportunities in clinical relationships
The key role of communication
Key aspects of interpersonal communication skills
Communication and interpersonal relationship styles:
Choice of words
Tone of voice
Body language and gestures
Techniques to communicate empathy and compassion
Communication methods to enhance the patient experience
Cultural diversity in patient-centered care
Basic concepts of cultural competence
Knowing your patients’ demographics
Practitioners and patients’ approach to
Differences in patients’ values, preferences, and expressed needs
Medical decision-making and its impact on the patient/family/community
Attracting and engaging customer-focused employees
Attributes and benefits of an engaged workforce
Innovative techniques to hire a patient-centered workforce
Strategies for recognizing employee commitment to patient experience
Fostering employee engagement
Creating a coaching culture
Core coaching concepts in healthcare
The coaching process
Adopting a coaching culture through leaders and influencers
The impact of coaching on the quality of care and services
Other leadership techniques
Designing the patient experience
Concepts of experience-based design
Gathering experiences from patients, families, and staff
Identifying strengths and gaps
The experience-based design framework
Managing and delivering an improved patient experience
NOT INTERESTED IN THIS COURSE?
We always want to improve the quality of our courses. Please select any reasons why you feel this course is inadequate (check all that apply).