Transforming Patient Experience: Delivering Care that meets Patient Needs & Preferences

Objectives

The primary objective of Transforming Patient Experience training course is to enhance the healthcare professionals’ skills and knowledge. Attendance will:

• 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

Who Should Attend?

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

OUTLINE

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?

Improving Performance

• Communication skills with customers
• Emotional Intelligence
• Establishing Focus
• Fostering Teamwork
• Managing Change

Results Orientation

• Balanced decision making
• Understanding motivation use
• Problem and situation analysis
• Effective Communication
• Body Language
• Sandwich Technique

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

Negotiation Skills

• Negotiation Styles
• Win-Win Negotiation
• 4 Key Concepts in Negotiation
• BATNA, WAP & ZOPA
• Barriers to Agreement
• Skills of Effective Negotiators