Core Skills in Creating Excellence in Patient Experience

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

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.