Patient satisfaction and patients’ recommendation to others are both very critical issues to health-care providers. In this increasingly competitive current health-care environment; health-care managers have been striving to ï¬nd ways to survive or excel relative to others. There are many strategies that health-care managers can utilize to enhance their survival, and clearly, patient satisfaction is one of them. A satisï¬ed patient would be a loyal customer and would come back when care is needed. A satisï¬ed patient would also recommend his/her provider to others, and consequently, would expand a patient base for the provider. Therefore, patients’ satisfaction and their intention to recommend to others are considered as two of the most important approaches for health-care managers to boost their position relative to other providers.
This course provides participants with the knowledge and skills to design and implement a patient satisfaction-based framework to improve the overall performance of their organization. Participants will learn how to build high performing and engaged healthcare teams, establish and sustain effective clinical relationships, as well as implement strategies and tools to support patient-centered care.
OBJECTIVES:
At the end of the program, participants will be able to;
- 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
FOR WHOM:
This program is designed for primary healthcare givers, recuperative care, community and other healthcare facility administrators, Doctors, Nurses, hospital administrative staffs, chief nursing officers, department directors and other healthcare professionals with supervisory, management or executive level with responsibilities that interface with patients.
COURSE CONTENT:
Session 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 relationship management
- Opportunities in clinical relationship management
Session 2: The role of Communication in Building Patient Relationships
- 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
Session 3: Managing 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
Session 4: Attracting and engaging customer-focused employees in hospitals
- 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
Session 5: Designing and managing the patient experience framework
- 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.
