Transforming Patient Experience: Delivering Care That Meets Patient Needs & Preferences
INTRODUCTION
To build a great healthcare organization’s reputation and sustainability, it is very important to reach the “Excellence” by having Patient-focus. This training course provides participants with the knowledge and skills to design and implement a patient experience-based framework to improve the overall performance of healthcare organizations.
Data Afique’s highly participative Transforming Patient Experience training course will explain 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.
DURATION
5 Days
TARGET AUDIENCE
The Transforming Patient Experience training course is ideal for healthcare professionals involved in hospital operations and engaged in the patient care, especially:
- Healthcare Team Leaders
- Department Heads
- Patient Support Services Team
- Operations Team
- Quality Officers
- Head Nurses & Patient Safety Officer
OBJECTIVES
At the end of the course, the participants will be able to:
- Increase the awareness and skills of the healthcare patient-focused professionals who are passionate to the patients
- Establish and sustain effective internal and external relationships strategies
- Build a coaching culture that supports exceptional patient-care experience
- Identify the differences in patients’ values, preferences and expressed needs
COURSE OUTLINE
Day 1 - Patient-Focus Orientation
- The 4 Groups of Customers
- Types of customers
- The 7 Customer Behaviours
- Researches 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
CERTIFICATION
- Upon successful completion of this training, participants will be issued with Macskills Training and Development Institute Certificate
TRAINING VENUE
- Training will be held at Macskills Training Centre. We also tailor make the training upon request at different locations across the world.
AIRPORT PICK UP AND ACCOMMONDATION
- Airport pick up and accommodation is arranged upon request
TERMS OF PAYMENT
- Payment should be made to Macskills Development Institute bank account before the start of the training and receipts sent to info@macskillsdevelopment.com
