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Transforming the Patient Experience

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In-Person / Training


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
  • 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
  • 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


Benedict Stanberry

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.

Special Offer

Sydney // 12-13 December 2017
Super Early Bird rate $1895 + GST (SAVE 300), expires by 03 November 17. Use code “P17GL17SY” when booking
Early Bird rate $2095 + GST (SAVE 100), expires 24 November 17.
Standard rate: $2,195.
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Informa Australia is the nation’s leading event organiser. Our events comprise of large scale exhibitions, industry conferences and highly specialised corporate training.

Our professional training courses are stimulating, comprehensive and well structured, allowing attendees to enhance their professional development and build capability that is unique to their chosen fields. Informa training courses are delivered by renowned industry experts and thought leaders with extensive practical experience.

Whether you have one person, handful of people, or an entire division needing skills development, our learning programmes will help meet the development needs of your work force.

We are based in Sydney’s CBD and employ around fifty staff. We are part of the global Informa Group PLC, listed on the London Stock Exchange (INF).

Informa Australia Pty Ltd.
Level 18, 347 Kent St
Sydney NSW 2000 Australia
[email protected]
Informa Australia
Level 18, 347 Kent St , Sydney, NSW, Australia 2000
+61 2 9080 4300
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