Core Skills in Creating Excellence in Patient Experience

CPD Points: 5, This is a 1 day Course

Description

Content

• Understanding the importance of the ‘customer’ in modern healthcare
• Financial implications of poor customer experience
• What matters to patients, relatives, carers and other service users
• The GP as customer – essential understanding
• Assessing customer experience using the 5 primary pathways
• 1. Published information, both objective and subjective
• 2. Patient surveys
• 3. Patient pathway analysis
• 4. Diary exercises
• 5. Focus groups
• Developing episodic and real time patient experience monitoring
• Using patient experience data in service performance management
• The propensity to refer – the ultimate measure?
• The patient as innovator – assisting your future success
• Experience risk assessment
• Unreasonable experience expectations and how to manage them
• Balancing patient & staff needs
• Developing a patient experience plan (and for other ‘customers’ too)
• Core components of an effective experience strategy
• Setting experience enhancement goals
• Building an ethos of experience excellence throughout a team
• Fostering senior management support for experience enhancement
• Improving complaints management
• The complaint as an opportunity
• Strategies for rectifying poor patient experience
• Re-establishing poor relationships with key service customers

Benefits and objectives

• Uncover the real role of the patient in Lord Darzi’s NHS
• Understand the link between experience and funding
• Acquire insight into the core drivers of patient experience
• Discover the full extent of who your patients really are
• Develop an effective customer experience strategy
• Learn how to shift the culture of your team to a patient-centric approach

Course type and teaching methods

The course format consists of lectures, case studies, discussions, individual and group exercises. It's fast-paced and highly productive.

Target Audience

Doctors	Nurses	Bus & Admin	Allied Pros
Junior Middle Senior	Junior Middle Senior	Junior Middle Senior	Junior Middle Senior

Additional Information

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DATES & LOCATIONS

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Pricing Details