Patient Experience Training

Patient Experience Training

Overview
In the healthcare sector, the patient experience is as vital as clinical outcomes. This crucial training focuses on the human side of healthcare: empathy, effective communication, and the ability to create a supportive environment for patients and their families.

The programme moves beyond theory to provide practical tools for managing the patient journey. By mastering service recovery and trust-building techniques, healthcare professionals can ensure a smooth, compassionate journey from admission to discharge, ultimately improving patient satisfaction scores and the organisation’s reputation.

Who Should Attend?
This programme is specifically designed for:
– Frontline Healthcare Staff: Receptionists, patient coordinators, and administrative teams.
– Clinical Staff: Nurses, doctors, and technicians who interact directly with patients.
– Department Heads: Those responsible for maintaining service standards and patient satisfaction.
– Hospitality Managers: Professionals in healthcare settings focused on the non-clinical patient experience.

Objectives
By the end of this workshop, participants will be able to:
– Master Empathetic Communication: Use active listening and non-verbal cues to make patients feel heard and valued.
– Execute Service Recovery: Apply a specific framework to handle patient complaints and turn negative experiences into positive outcomes.
– Navigate High-Pressure Situations: Maintain professionalism and calm when dealing with stressed or anxious patients and families.
– Enhance the “Patient Journey”: Identify and improve key touchpoints, from the initial greeting to post-treatment follow-ups.
– Build Lasting Trust: Implement techniques that foster a sense of safety and transparency in a medical setting.
– Support Family Dynamics: Effectively communicate with and support the families of patients during difficult times.