Patient Experience And Engagement Training: Creating A Patient-centric Healthcare Environment

Introduction:

In today's healthcare landscape, patient experience and engagement are no longer just desirable; they are essential for delivering high-quality, patient-centered care. A positive patient experience leads to improved health outcomes, increased patient satisfaction, stronger patient-provider relationships, and enhanced organizational reputation. This comprehensive Patient Experience and Engagement training course equips healthcare professionals with the knowledge and skills to create a patient-centric environment. Participants will learn about patient experience principles, communication strategies, patient engagement techniques, service design, and quality improvement methodologies within the unique context of healthcare. This course prepares individuals to champion patient-centered care, improve patient satisfaction, and foster meaningful patient engagement that leads to better health outcomes.

Target Audience:

This course is designed for a wide range of professionals in the healthcare sector who interact with patients or are involved in shaping patient experience, including:

• Clinicians: Physicians, nurses, therapists, and other healthcare providers who directly interact with patients.
• Healthcare Administrators and Managers: Hospital administrators, clinic managers, patient experience officers, and other personnel responsible for overseeing healthcare operations.
• Front-Line Staff: Receptionists, medical assistants, and other staff members who are often the first point of contact for patients.
• Patient Advocates: Individuals who work to support and empower patients in navigating the healthcare system.
• Anyone seeking to improve patient experience and engagement: Professionals from various backgrounds who are passionate about enhancing patient-centered care.

Course Objectives:

Upon completion of this Patient Experience and Engagement training course, participants will be able to:

• Understand and apply patient-centered care principles to create a positive patient experience.
• Communicate effectively with patients using empathy, active listening, and clear communication techniques.
• Implement strategies to engage patients in their own care, empowering them to make informed decisions.
• Design and improve healthcare services to meet patient needs and expectations.
• Utilize patient feedback and data to identify areas for improvement and track the effectiveness of patient experience initiatives.
• Build strong patient-provider relationships based on trust, respect, and open communication.
• Create a culture of patient-centeredness within their healthcare organizations.
• Improve patient satisfaction and loyalty.
• Enhance patient health outcomes through increased patient engagement and adherence to treatment plans.
• Contribute to a more positive and patient-centric healthcare environment.

DURATION

5 Days

COURSE CONTENT

This comprehensive course empowers healthcare professionals to create a patient-centric environment, enhancing patient satisfaction, improving health outcomes, and fostering meaningful patient engagement.

Module 1: Introduction to Patient Experience and Engagement

• Defining patient experience and its importance in healthcare.
• The evolution of patient-centered care.
• The link between patient experience and clinical outcomes, patient safety, and financial performance.
• Ethical considerations in patient experience and engagement.
• The role of leadership in creating a patient-centric culture.

Module 2: Understanding the Patient Perspective

• Exploring the patient journey and touchpoints.
• Understanding patient needs, expectations, and preferences.
• Patient demographics and diversity considerations.
• The impact of health literacy on patient experience.
• Gathering patient feedback and insights.

Module 3: Effective Communication with Patients

• Principles of effective communication in healthcare.
• Active listening and empathy.
• Communicating with patients from diverse backgrounds.
• Non-verbal communication and its impact.
• Communicating difficult news and managing emotional responses.

Module 4: Patient Engagement Strategies

• Empowering patients to participate in their care.
• Shared decision-making and collaborative care planning.
• Providing patient education and resources.
• Utilizing technology to enhance patient engagement.
• Motivational interviewing techniques.

Module 5: Designing Patient-Centric Services

• Service design principles and methodologies.
• Mapping the patient journey and identifying pain points.
• Co-creating services with patients and families.
• Designing accessible and inclusive healthcare services.
• Evaluating and improving service design.

Module 6: Managing Patient Feedback and Complaints

• Establishing a system for collecting patient feedback.
• Analyzing patient feedback and identifying trends.
• Responding to patient complaints and resolving issues effectively.
• Using patient feedback to drive quality improvement.
• Turning negative experiences into positive ones.

Module 7: Building Strong Patient-Provider Relationships

• The importance of trust and rapport in patient-provider relationships.
• Developing effective communication skills for building rapport.
• Addressing patient concerns and questions with empathy.
• Managing patient expectations and building long-term relationships.
• The role of the healthcare team in fostering positive patient-provider relationships.

Module 8: Creating a Patient-Centric Culture

• Defining a patient-centric culture and its key characteristics.
• Leadership's role in shaping organizational culture.
• Engaging staff in creating a patient-centric environment.
• Aligning organizational policies and procedures with patient-centered care.
• Celebrating successes and recognizing contributions to patient experience.

Module 9: Measuring and Improving Patient Experience

• Selecting appropriate patient experience metrics.
• Utilizing patient surveys and other data collection methods.
• Analyzing patient experience data and identifying areas for improvement.
• Implementing quality improvement initiatives to enhance patient experience.
• Tracking progress and demonstrating the impact of patient experience initiatives.

Module 10: The Future of Patient Experience and Engagement

• Emerging trends in patient experience and engagement.
• The role of technology in shaping the future of patient care.
• Patient advocacy and empowerment.
• The importance of continuous learning and improvement in patient experience.
• Building a sustainable patient-centric healthcare environment.

Training Approach

This course will be delivered by our skilled trainers who have vast knowledge and experience as expert professionals in the fields. The course is taught in English and through a mix of theory, practical activities, group discussion and case studies. Course manuals and additional training materials will be provided to the participants upon completion of the training.

Tailor-Made Course

This course can also be tailor-made to meet organization requirement. For further inquiries, please contact us on: Email: info@skillsforafrica.org, training@skillsforafrica.org  Tel: +254 702 249 449

Training Venue

The training will be held at our Skills for Africa Training Institute Training Centre. We also offer training for a group at requested location all over the world. The course fee covers the course tuition, training materials, two break refreshments, and buffet lunch.

Visa application, travel expenses, airport transfers, dinners, accommodation, insurance, and other personal expenses are catered by the participant

Certification

Participants will be issued with Skills for Africa Training Institute certificate upon completion of this course.

Airport Pickup and Accommodation

Airport pickup and accommodation is arranged upon request. For booking contact our Training Coordinator through Email: info@skillsforafrica.org, training@skillsforafrica.org  Tel: +254 702 249 449

Terms of Payment: Unless otherwise agreed between the two parties’ payment of the course fee should be done 5 working days before commencement of the training.