Core Skills in Patient Experience Excellence
CPD Points: 5, This is a 1 day Course
Description
Lead the creation of a truly customer-centric culture of excellence
Positive patient experience is a core component of Clinical Business Excellence, ignored at considerable peril. With the government committed to a choice agenda, money following the patient through payment by results, PCTs targeted to increase provider numbers and the Conservatives intent on extending this further, it is essential that all services get their house in order in this vital area. This course, designed for those taking the lead, comprehensively covers developing a patient experience excellence strategy and implementing it throughout a team, department or even a whole Trust.
Content
- Understanding the importance of the ‘customer’ in modern healthcare
- Financial implications of poor customer experience
- What matters to patients, relatives, carers and other service users
- The GP as customer – essential understanding
- Assessing customer experience using the 5 primary pathways
- 1. Published information, both objective and subjective
- 2. Patient surveys
- 3. Patient pathway analysis
- 4. Diary exercises
- 5. Focus groups
- Developing episodic and real time patient experience monitoring
- Using patient experience data in service performance management
- The propensity to refer – the ultimate measure?
- The patient as innovator – assisting your future success
- Experience risk assessment
- Unreasonable experience expectations and how to manage them
- Balancing patient & staff needs
- Developing a patient experience plan (and for other ‘customers’ too)
- Core components of an effective experience strategy
- Setting experience enhancement goals
- Building an ethos of experience excellence throughout a team
- Fostering senior management support for experience enhancement
- Improving complaints management
- The complaint as an opportunity
- Strategies for rectifying poor patient experience
- Re-establishing poor relationships with key service customers
Benefits and objectives
- Uncover the real role of the patient in Lord Darzi’s NHS
- Understand the link between experience and funding
- Acquire insight into the core drivers of patient experience
- Discover the full extent of who your patients really are
- Develop an effective customer experience strategy
- Learn how to shift the culture of your team to a patient-centric approach
Course type and teaching methods
The course format consists of lectures, case studies, discussions, individual and group exercises. It's fast-paced and highly productive.
Target Audience
| Doctors | Nurses | Bus & Admin | Allied Pros |
 Junior
Middle
 Senior
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Middle
Senior
| Junior
Middle
Senior
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Middle
Senior
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In-House Training. Why not have your own course?
In-house or bespoke training, either as a one-off or a whole programme, we can tailor any programme to the needs of your organisation orspecific objectives you have, allowing you to benefit from development where every aspect is designed to improve your performance specifically.
A single days training typically costs just £1,650 + VAT for up to 20 people, possibly more, and this drops with the volume of work you engage us to do. A whole developmental programme could be delivered with significant further savings.
Partnership Programme
The mid-sized group, say 5-8 people, has always suffered from being slightly too small to cost effectively organise in-house training for and yet sufficiently large as to collective cost quite a bit to train via open courses. Not any more...
Medicology’s Partnership Programme is a stroke of pure brilliance, allowing participants to benefit from an in-house course at extremely low cost, possibly even FREE (yes, we did say that right). Trusts and groups of individuals can now benefit from bringing any of our open programmes in-house for as little as £0.00 per person. Let us tell you how.
Course Testimonials
"Do this course before doing patient experience excellence questionnaires!"
Vulnerable Adult Podiatrist, Greenwich Teaching Primary Care Trust (May 2010)
"Excellent value"
Consultant in Gastroenterology, Barts and The London NHS Trust (May 2010)
"Very useful & interesting, would recommend"
Customer Services Manager, Northern Lincolnshire & Goole NHS Foundation Trust (May 2010)
"Well thought out course, excellent facilitators, good balance of powerpoint & small group work"
Patient Engagement Manager, Royal Bournemouth & Christchurch Hospitals NHS Foundation Trust (May 2010)
"Great opportunity to learn and reflect on management issues away from work, patient experience and the factors influencing in general and also relating to my own specialty"
Consultant in Oral Medicine, Barts (March 2010)
"I have suggested to a number of people that they should go"
Associate Medical Director/Consultant Paediatrician, West Cumberland NCUHT (March 2010)
Additional Information
Registration Time: 9:15
Start Time: 9:45
Finish Time: 16:15 - 16:30
Course format: Course
Accommodation Arrangements: Accommodation is not included.
Included in Registration Fee: The cost of registration is comprehensive and includes all refreshment breaks including lunch, as well as course materials, binder and any assessments.
Medicology Services 
