Excellence in Patient Experience & Involvement

Introduction

Course Objectives of Excellence in 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 - Excellence in 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

Day 6

Verbal Communication Skills with the Clients

• Kinds of verbal communication
• How to prepare for a presentation or a speech
• Rehearsing your presentation or speech
• Verbal and non-verbal skills while presenting

Day 7

Written Communication Skills with Local Communities and Press

• Writing for the eye and ear
• Fundamentals of writing
• Written communication media for communities
• Preparing a press release
• Writing and producing newsletters
• Designing and producing brochures
• Preparing articles for magazines

Day 8

Marketing communication and campaigns for Clients & Communities

• Steps in creating a promotional campaign
• The goals and tasks of promotion
• The 'AIDA' concept
• Setting the advertising budget
• The various media types
• Media scheduling
• Evaluating promotional campaigns

Day 9 - 10

PR and Communication with Individuals & Groups in Hospitals

• Communicating with the internal and external public
• Key components in communication
• Diffusion and effects of communication
• What makes effective communicators in PR
• Communication functions
• Overcoming barriers in communication
• Non-verbal communication
• The communication abilities for PR professionals

Conducting Patient Satisfaction Surveys

Field visit to a Public Hospital

• Observing day-to-day responsibilities such as managing coordinating with doctors, physicians, nurses, surgeons, health information technicians, pharmacists, and other professionals to ensure patient quality care, treatment, and rehabilitation.
• Understanding the roles with regard to making a policy decision, overseeing patient care, budgeting and accounting, marketing, and driving policy impacting and technology innovations in the hospital.
• Observe communication levels with the patients and their involvement
• Being familiar with the role serving communities and local groups for better social responsibilty, communication and media