Workshop on Patient Experience and Satisfaction Management for Hospital Managers

Program Overview:

Patient satisfaction and patients’ recommendation to others are both very critical issues to health-care providers. In this increasingly competitive current health-care environment; health-care managers have been striving to find ways to survive or excel relative to others. There are many strategies that health-care managers can utilize to enhance their survival, and clearly, patient satisfaction is one of them. A satisfied patient would be a loyal customer and would come back when care is needed. A satisfied patient would also recommend his/her provider to others, and consequently, would expand a patient base for the provider. Therefore, patients’ satisfaction and their intention to recommend to others are considered as two of the most important approaches for health-care managers to boost their position relative to other providers.

This course provides participants with the knowledge and skills to design and implement a patient satisfaction-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.

For whom:

This program is designed for primary healthcare givers, recuperative care, community and other healthcare facility administrators, Doctors, Nurses, hospital administrative staffs, chief nursing officers, department directors and other healthcare professionals with supervisory, management or executive level with responsibilities that interface with patients.

Learning objectives:

At the end of the program, participants will be able to:

• 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 on 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; and
• design a patient experience framework that better meets and exceeds the patient’s needs.

Course Outline:

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 relationship management
• Opportunities in clinical relationship management

Day 2: The role of Communication in Building Patient Relationships

• 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: Managing 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 in hospitals

• 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 processes
  • 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 and managing the patient experience

framework

• 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

Methodology

Lectures, discussions, exercises, and case studies will be used to reinforce these teaching/learning methods.