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
- 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.
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
“Ben explained every subject clearly and gave clear feedback for every question raised. I learned a lot of tools that will help me evaluate my team, organisation and program.”
Al Anoud Mohammed Al Thani, Manager Health Promotion, Supreme Council of Health, Qatar
“Ben has a full grip of the subject-matter and communicated the information very well. He shared his ideas and guiding points for my unique situation. My organisation is going through change and the training and course material are appropriate and well-needed..”
Zareem Quraishi, Director HIM, KSA
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
- 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
- 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
- Patient-Centred Care – What is it and how do we consistently
Observing, Measuring and Understanding the
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?
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?
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
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.