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Delivering an Excellent experience in Healthcare requires clear guidance on quality, excellence, and performance measurement.
In the healthcare Service sector, high-quality customer service is crucially important to improve the experience of patients and their relatives, many of whom are likely to be in stressful situations. Patient Experience* is defined as the sum of all interactions, shaped by an organization’s culture, that influence patient perceptions across the continuum of care.
Healthcare organizations can optimize a seamless patient experience that increases loyalty and reduces churn while providing personalized care that drives growth.
By understanding and addressing common patient complaints, it will drastically improve patient satisfaction, attract new patients, and streamline operations.
Available track dates:
Apr 16-17-18 (only a few seats are available)
May 13-14-15(only a few seats are available)
Sep 16-17-18 | Oct 21-22-23
Location: Virtual & Riyadh (In-class)
Price: 2,850 €
Communicate, & identify needs and expectations of ourselves and others, and create alignment
• Harmonize the behaviours, skills and mindset of serving patients with passion, serviceability and professionalism.
• Develop skills of clear and effective communication that will help boost patient satisfaction verbally and nonverbally
• Learn ways on how to build rapport and maintain strong relationships by practicing Empathy and effective listening skills.
• Accelerating the trust-curve to enhance your image and your organization’s reputation
• Encourage effective internal communication and teamwork
• Understand how to provide a tone of positive cooperation, Recognize the signals of irritation—and learn how to respond appropriately
• Dealing with customer complaints and solving problems
• Enhancing accountability when dealing with internal and external customers
Target Audience
This program is designed for Managers across the healthcare industry and focuses on their pivotal contribution to shaping the future of patient care. It equips them with essential strategies and insights to navigate the evolving healthcare landscape effectively.
Managers will gain robust tools and techniques we utilize including filmed patient interviews, understanding emotional and process mapping, patient shadowing, and patient stories. These techniques help caregivers put the patient’s experience at the heart of efforts to improve care, powerfully reconnecting staff back to patients and their families and their motivations for working in care.
Post Program Evaluation
Knowledge Assessment (Test Retake)
Learning Passports
Certificate
Micro Learning: Articles, Tips, Recommended
Reading
Macro Learning: Experiential Learning – Assignment
