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