Transforming the Patient Experience

Whether they are in a large hospital or a small clinic – and regardless of whether it is a public or a private institution – patients today have high expectations. For too long, however, health care providers have considered patients’ satisfaction with their experience of care as something ‘nice to have’ rather than what it truly is: a fundamental outcome of high-quality healthcare.

This intensive and interactive two-day course will enable you to understand what patient experience is and how it can be accurately measured and observed. Most importantly, it will show you how to initiate and lead a patient experience improvement project as well as practical tools and techniques for delivering real change. It will equip participants to begin patient experience improvement projects from the moment they complete the course and enable them and their organisations to deliver more compassionate, consumer-centred care.

For more information and discounts, please contact Sushil on 02 9080 4395 or email us at [email protected]

Module 1:
An Introduction to Patient Experience

• In Module 1 we set the scene and consider the context for
  patient experience in Australia today. We ask what is driving
  consumerism in healthcare and explore the fundamental ways in
  which the experiences and ultimate satisfaction of patients can be
  transformed.
• What Do Patients Want? – How are patients’ attitudes and
  expectations reshaping healthcare and what does this mean
  for those of us who provide that care?
• What Do Regulators Want? – How are regulators and
  accreditation bodies, including the Australian Commission
  on Safety and Quality in Health Care, trying to change the
  patient’s experience?
• The Evidence on Patient Experience – What does the research
  evidence tell us about what actually matters to patients, as
  well as the impact that patient experience has on healthcare
  outcomes?
• Patient-Centred Care – What is it and how do we consistently
  deliver it?

Module 2:
Observing, Measuring and Understanding the
Patient’s Experience

Before we can truly transform patient’s experiences of care we
must get both clinical and administrative stakeholders on board
with our plans, while also reflecting on what really matters to
patients and families.

• How To Organise a Patient Experience Improvement Project
  – How do you get an improvement initiative started and get
  your colleagues’ support?
• Measuring Patient Experience – What data collection methods and key performance indicators should be used to measure and analyse patient satisfaction?

Module 3:
Transforming the Patient Experience through People

There is very rich evidence that the most engaged, committed
and motivated healthcare staff deliver better quality and more
compassionate care. In Module 3, we consider the people-based
practices that satisfy patients.

• Creating a Compassionate Culture – How can healthcare staff
  be encouraged to become and stay engaged in their work?
• Cultural Diversity – How do gender, nationality and religious
  faith shape patient and family preferences?
• Communicating With Patients and Families – How can
  healthcare staff assure effective, empathic communication
  with patients and families?
• Service Recovery: What To Do When Things Go Wrong –
  What are the best ways to de-escalate or resolve complaints,
  conflicts and mistakes?

Module 4:
Transforming the Patient Experience through
Process, Place and Technology

Having considered the role of people in improving the experience
of patients, in Module 4 we conclude with three more vital areas
that have an impact on patient satisfaction.

• Collaboration, Integration and Service Design – What are the
  most important ‘touch points’ in the patient’s journey and how
  can we make them more patient-focused?
• The Healing Environment – How can we design and build
  healthcare facilities that maximise the satisfaction of patients,
  families and communities?
• Patients, The Internet and Social Media – What role can
  marketing communications and social media take in building
  trusting relationships with patients and optimising their
  experience?

Benedict Stanberry is a British consultant and academic who researches, writes, teaches, coaches and consults around the world on the subjects of healthcare strategy, management and leadership.

Ben began his career as a medical lawyer and became a healthcare management consultant in 2001. Shortly afterwards he was diagnosed with advanced colorectal cancer, from which he was given only a 30 percent chance of survival. Upon his recovery he served as the interim chief executive of a Brussels-based healthcare NGO and as an elected politician in south-west London, where his responsibilities included overview and scrutiny of healthcare services. From 2006 to 2009, as a director of a private healthcare company, Ben helped establish a new model of cancer care for England.

Ben is presently the Principal of IHLM in Oxford and – together with his faculty colleagues – works with healthcare managers and leaders in both the public and private sectors in the UK, Middle East, Asia and Australia.