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17-07-2018 (Melbourne)

P18GL17 Transforming the Patient Experience
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Transforming the Patient Experience

2-Day Training Course: Transform patients’ satisfaction with your healthcare organisation

Melbourne | 17–18 July 2018

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Key Learning Objectives

  • An Introduction to Patient Experience – What is driving consumerism in Australian health care services today? What do patients want, and regulators expect? And what does ‘patient-centred’ care actually mean
    in practice?
  • Observing, Measuring and Understanding the Patient’s Experience – How do we get a patient experience improvement project started and get the support we need from both staff and other stakeholders?
  • Transforming the Patient Experience through People – How can healthcare staff be encouraged to become and stay engaged in their work, as well as dealing with patients compassionately and empathically?
  • Transforming the Patient Experience through Process, Place and Technology – What role does technology, the healing environment and the patient’s journey play in a satisfying experience?

About the Course

Whether they are in a large hospital or a small clinic – and regardless of whether it is a public or a private institution – patients today have high expectations. For too long, however, health care providers have considered patients’ satisfaction with their experience of care as something ‘nice to have’ rather than what it truly is: a fundamental outcome of high-quality healthcare.

This intensive and interactive two-day course will enable you to understand what patient experience is and how it can be accurately measured and observed. Most importantly, it will show you how to initiate and lead a patient experience improvement project as well as practical tools and techniques for delivering real change. It will equip participants to begin patient experience improvement projects from the moment they complete the course and enable them and their organisations to deliver more compassionate, consumer-centred care.

Who Will Benefit

This course will benefit anyone who has an interest in or responsibility for delivering compassionate, consumer-centred care – especially if they have a role in helping their organisation achieve the NSQHS standard on partnering with consumers. This can include physicians, nurses, allied healthcare professionals and staff in administrative and managerial roles who want to improve their understanding of the emerging body of knowledge around patient experience or take the lead in improving the patients’ experience in their health care institution.


Packages Price
2 Day Training 2018$2295$2195+GSTEarly BirdEarly Bird
  • Special rate $1676 (per person) when you book for four or more participants, please call us today on 02 9080 4307 or email to take advantage of this offer.

Location, dates & pricing

Melbourne // 17-18 July 2018
Super Early Bird rate $1,995 + GST (SAVE 300), expires by 8 June 2018. Use code “P18GL17ME” when booking
Early Bird rate $2,195 + GST (SAVE 100), expires 29 June 2018.
Standard rate: $2,295.


Journal of Health Design Podcast – Benedict Stanberry
Benedict Stanberry is a British consultant and academic who researches, writes, teaches, coaches and consults around the world on the subjects of healthcare strategy, management and leadership.
Podcast courtesy of the Journal of Health Design



I really enjoyed the course and feel I have acquired some great resources to help me solve problems and gaps in my current role.
Principal Project Officer, Queensland Health

I found the course particularly helpful to my current role. The information provided was very current, practical and comprehensive. Really enjoyed the training.
Quality & Safety Officer, Prince of Wales Private Officer

Ben is very knowledgeable and is up to date with his information. He has broad international knowledge that allows comparison of system.
Clinical Services Manager, Bankstown Hospital


Benedict Stanberry

Course Outline

Module 1:
An Introduction to Patient Experience

In Module 1 we set the scene and consider the context for patient experience in Australia today. We ask what is driving consumerism in healthcare and explore the fundamental ways in which the experiences and ultimate satisfaction of patients can be transformed.

  • What Do Patients Want? – How are patients’ attitudes and expectations reshaping healthcare and what does this mean for those of us who provide that care?
  • What Do Regulators Want? – How are regulators and accreditation bodies, including the Australian Commission on Safety and Quality in Health Care, trying to change the patient’s experience?
  • The Evidence on Patient Experience – What does the research evidence tell us about what actually matters to patients, as well as the impact that patient experience has on healthcare outcomes?
  • Patient-Centred Care – What is it and how do we consistently deliver it?

Module 2:
Observing, Measuring and Understanding the Patient’s Experience

Before we can truly transform patient’s experiences of care we must get both clinical and administrative stakeholders on board with our plans, while also reflecting on what really matters to patients and families.

  • How To Organise a Patient Experience Improvement Project – How do you get an improvement initiative started and get your colleagues’ support?
  • Measuring Patient Experience – What data collection methods and key performance indicators should be used to measure and analyse patient satisfaction?

Module 3:
Transforming the Patient Experience through People

There is very rich evidence that the most engaged, committed and motivated healthcare staff deliver better quality and more compassionate care. In Module 3, we consider the people-based practices that satisfy patients.

  • Creating a Compassionate Culture – How can healthcare staff be encouraged to become and stay engaged in their work?
  • Cultural Diversity – How do gender, nationality and religious faith shape patient and family preferences?
  • Communicating With Patients and Families – How can healthcare staff assure effective, empathic communication with patients and families?
  • Service Recovery: What To Do When Things Go Wrong – What are the best ways to de-escalate or resolve complaints, conflicts and mistakes?

Module 4:
Transforming the Patient Experience through Process, Place and Technology

Having considered the role of people in improving the experience of patients, in Module 4 we conclude with three more vital areas that have an impact on patient satisfaction.

  • Collaboration, Integration and Service Design – What are the most important ‘touch points’ in the patient’s journey and how can we make them more patient-focused?
  • The Healing Environment – How can we design and build healthcare facilities that maximise the satisfaction of patients, families and communities?
  • Patients, The Internet and Social Media – What role can marketing communications and social media take in building trusting relationships with patients and optimising their experience?

when & where

17 - 18 Jul 2018


On-site & in-house training

Deliver this course how you want, where you want, when you want – and save up to 40%! 8+ employees seeking training on the same topic?

Talk to us about an on-site/in-house & customised solution.

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