The patient experience is a journey that can take a healthcare organization to the top of the patient care league. However, If not efficient, it can also have an adverse impact on an organization’s reputation and sustainability.
This course provides participants with the knowledge and skills to design and implement a patient experience-based framework to improve the overall performance of their organization. Participants will learn 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.
Course Objectives of Excellence in Patient Experience and involvement
Attract and engage customer-focused employees who are passionate about providing the best and most compassionate, yet efficient, care to the patient
Establish and sustain effective clinical relationships by leveraging key internal and external communication strategies
Build a coaching culture that supports consistent exceptional care and service
Identify and address the differences in patients’ values, preferences and expressed needs
Design a patient experience framework that better meets and exceeds the patient’s needs
Day 1
Building effective clinical relationships
The clinical value system
The impact of organizational culture on working relationships
The impact of clinical relationships on the patient experience
Clinical relationships assessment
Roadblocks in clinical relationships
Opportunities in clinical relationships
Day 2
The key role of communication
Key aspects of interpersonal communication skills
Communication and interpersonal relationship styles:
Choice of words
Tone of voice
Eye contact
Body language and gestures
Proper titles
Techniques to communicate empathy and compassion
Communication methods to enhance patient experience
Day 3
Cultural diversity in patient-centered care
Basic concepts of cultural competence
Knowing your patients’ demographics
Practitioners and patients’ approach to
Health
Illness
Healthcare
Differences in patients’ values, preferences and expressed needs
Medical decision-making and its impact on the patient/family/community
Day 4
Attracting and engaging customer-focused employees
Attributes and benefits of an engaged workforce
Innovative techniques to hire a patient-centered workforce
Strategies for recognizing employee commitment to patient experience
Fostering employee engagement
Creating a coaching culture
Core coaching concepts in healthcare
The coaching process
Adopting a coaching culture through leaders and influencers
The impact of coaching on the quality of care and services
Other leadership techniques
Day 5
Designing the patient experience & Planetree
Bringing planetree to a community hospital
Concepts of experience-based design
Gathering experiences from patients, families and staff
Observations
Interviews
Identifying strengths and gaps
The experience-based design framework
Managing and delivering an improved patient experience
Day 6
Verbal Communication Skills with the Clients
Kinds of verbal communication
How to prepare for a presentation or a speech
Rehearsing your presentation or speech
Verbal and non-verbal skills while presenting
Day 7
Written Communication Skills with Local Communities and Press
Writing for the eye and ear
Fundamentals of writing
Written communication media for communities
Preparing a press release
Writing and producing newsletters
Designing and producing brochures
Preparing articles for magazines
Day 8
Marketing communication and campaigns for Clients & Communities
Steps in creating a promotional campaign
The goals and tasks of promotion
The 'AIDA' concept
Setting the advertising budget
The various media types
Media scheduling
Evaluating promotional campaigns
Day 9-10
PR and Communication with Individuals & Groups in Hospitals
Communicating with the internal and external public
Key components in communication
Diffusion and effects of communication
What makes effective communicators in PR
Communication functions
Overcoming barriers in communication
Non-verbal communication
The communication abilities for PR professionals
Conducting Patient Satisfaction Surveys
Field visit to a Public Hospital
Observing day-to-day responsibilities such as managing coordinating with doctors, physicians, nurses, surgeons, health information technicians, pharmacists, and other professionals to ensure patient quality care, treatment, and rehabilitation.
Understanding the roles with regard to making a policy decision, overseeing patient care, budgeting and accounting, marketing, and driving policy impacting and technology innovations in the hospital.
Observe communication levels with the patients and their involvement
Being familiar with the role serving communities and local groups for better social responsibilty, communication and media
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