Training Course: Improving Patient Engagement and Experience

Introduction

Course Objectives of Patient Experience and Involvement

• 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 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
• Design a patient experience framework that better meets and exceeds the patient’s needs

Course Outline Patient Experience and Involvement

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 relationships
• Opportunities in clinical relationships

Day 2

The key role of communication

• 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

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

• 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 process
  • 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 the patient experience & Planetree

• Bringing planetree to a community hospital
• 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

Conducting Patient Satisfaction Surveys