Patient satisfaction and patients’ recommendations to others are both very critical issues for healthcare providers. In this increasingly competitive current healthcare environment, healthcare managers have been striving to find ways to survive or excel relative to others. A satisfied patient would also recommend his/her provider to others, and consequently, would expand a patient base for the provider. Therefore, patients’ satisfaction and their intention to recommend to others are considered two of the most important approaches for health-care managers to boost their position relative to other providers.

This course is designed to equip hospital managers with the essential knowledge and skills to effectively manage patient experience and satisfaction within healthcare settings. Patient experience and satisfaction are critical factors that influence overall healthcare quality, patient outcomes, and organizational success.

For Whom

This program is designed for primary healthcare givers, recuperative care, community and other healthcare facility administrators. Hospital managers, administrators, and healthcare leaders responsible for operational management and quality improvement within hospitals and healthcare facilities will benefit from this program.

Learning Objectives

At the end of the program, participants will be able to:

• Explore the principles of patient-cantered care and its significance in healthcare delivery
• Design methods and tools for assessing and measuring patient experience and satisfaction, including patient surveys, feedback mechanisms, and quality improvement frameworks
• Acquire communication skills essential for engaging with patients, families, and healthcare teams to promote a positive patient experience
• Effectively manage patient expectations throughout their healthcare journey, from admission to discharge
• Design strategies to create a welcoming, supportive, and compassionate environment that enhances patient satisfaction
• Develop skills to effectively handle both positive and negative patient feedback to drive continuous improvement
• Design quality improvement initiatives in enhancing patient experience and satisfaction outcomes
• Apply ethical considerations related to patient experience management, confidentiality, and patient rights.