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.
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.
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.
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.
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.
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.
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.
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
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