To build a great healthcare organization’s reputation and sustainability, it is very important to reach “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.

Macskills’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
• 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

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 Accommodation

• 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 us via email.