Patient Experience Certification

A 2-day face-to-face Level 1 programme designed to introduce participants to the critical components of patient-centric thinking, techniques and behaviours.

Participants also create their development roadmap to navigate their CX career aspirations.

WHO IS THIS FOR?

Front line staff and those Staff who are new to Patient Experience.

This programme is designed to build an understanding of the fundamentals of Patient Experience & apply basic techniques.

FUNDAMENTALS:  WHAT WILL YOU LEARN?

• Learn the fundamental concepts underpinning great patient experience.
• Build front line service and empathy skills.
• Learn how to gather, validate and effectively action insight that can be deployed meaningfully and immediately.
• Assess you skills and create your personal development roadmap.
• Enhanced Communication (spoken, non-spoken, tonality etc)
• Difficult conversations
• Principles of great attitude
• Excellence and “going the extra mile”

A 2-day face-to-face programme where participants build on the core principles from Foundation & are equipped with core skills that drive customer-centric change.

These techniques are ahead of what is considered best practice & key to creating differentiation for the customer.

Who is this for: 

All staff involved in supporting or driving patient-centric change programmes.

FUNDAMENTALS: WHAT WILL YOU LEARN?

• Learn how to supercharge your patient & staff insight programmes by combining VoC with next practice outcome-based thinking & ethnography techniques to identify opportunities for innovation & transformation
• Build a patient experience strategy that creates differentiation & drives P&L impact.
• Apply both traditional journey mapping & the latest techniques to think ‘out of the box’ & create simultaneous revenue, cost & service impact.
• Understand the key measures important to customer success & how to make customer metrics relevant to your organisation’s success measures.

TOPICS COVERED

Next Practice techniques – Insight

• VoC programme strategy.
• New outcome-driven insight techniques.

Journey mapping, management & innovation

• Personas & Segmentation
• Empathy Mapping
• Next practice journey mapping
• Appreciative Inquiry

Success Measures

• Measuring the right things.
• Alignment techniques.

Patient Experience Strategy

• 5 levels of outcome: holistic approach
• What is Strategy & Why is it important

Communication

• Communicating with patients
• Culture & Values

Leadership

• Introduction to Leadership Principles
• Alignment techniques.

Roadmap

• Personal Development Roadmap

A 3-day face-to-face programme where participants build on the core skills & techniques at Practitioner level & learn the critical aspects of building a high-performing patient-centric organisation with a clear & compelling ROI.

This framework is the practical & measurable implementation path to creating a customer-centric company with clear differentiation & P&L impact.

Who is this for: 

Aspiring professionals who are looking to extend their professional

PX capability & take advantage of advanced tools & methods.

FUNDAMENTALS: WHAT WILL YOU LEARN?

• Learn how to apply the principles of patient-centred innovation to uncover hidden customer needs & wants & to design new propositions, products & experiences.
• Apply service design principles & tools such as service blueprinting & value proposition design to create & manage the link between people, processes, policies & technology.
• Create a PX-practical implementation & governance framework.
• Build an agile process to align technology requirements with your desired patient outcomes & experiences. 

TOPICS COVERED

• The ROI of Patient Experience.
• Building a differentiated & organisation-specific roadmap.
• Patient-centric innovation methods.
• Service design.
• Implementation & governance frameworks.
• Managing omni-channel experiences.
• Technology alignment.
• Service Design & Innovation
• Value Proposition Design.
• Service blueprinting: linking the surface-level interactions with front-stage & back-stage actors, processes, policies, technology & systems.
• Ideation techniques.
• Prototyping & testing.

Delivering patient-centric change is tough. Leaders have a difficult job aligning the conflicting objectives surrounding patients, frontline staff, managers, clinicians & company performance in a truly agile manner. Many of the principles involved directly challenge traditional inside-out service excellence focus that currently prevail in most organisations.

Then factor in employee engagement at approximately 33% – with only 12% passionate about their work & management even lower at 30% – alongside fear of failure & lack of customer alignment.

Healthcare leaders need advanced leadership, persuasion & people development skills to create the level of patient & staff centricity that will deliver results.

Who is this for: 

Healthcare leaders, senior managers & aspirants with a passion for creating change, developing people & harnessing their patient-centred leadership skills.

FUNDAMENTALS: WHAT WILL YOU LEARN?

• Creating employee fulfilment, engagement & passion.
• Learn how to empathise with your people & apply methods to build empathy within your organisational culture.
• Measure the right things for long-term business, patient & employee success.
• Creating a sustained patient-focused culture with empowered employees.
• Learn the fundamentals of people engagement & create a sustained culture that proactively seeks ways to exceed patient & staff expectations.
• Cultivate a sense of belonging & excitement for your people, empowering them to deliver stellar experiences for your patients & deliver P&L impact.

TOPICS COVERED

• Patient Experience leadership.
• Employee engagement & passion.
• Culture development.
• Building a movement from within.
• Selling change to senior stakeholders.
• Storytelling.
• Internal & external promotion & recognition.
• Building Brand You™
• Principles of gamification.
• Teaming to accelerate value.
• Realising business value.

Who is this for: 

Clinicians & Front line-employees a to build empathy & enable them to go the extra mile when serving patients, carers and fellow staff members

FUNDAMENTALS: WHAT WILL YOU LEARN?

Who we are

• Self Diagnosis
• Personality Types
• Your Identity
• Creating your own personal roadmap
• How do great service professionals behave differently?
• Principles behind a great Patient-Centric Culture

Knowing the Patient

• Patient/Carer Types
• What is outstanding patient service?
• Understanding the impact on organisational performance, reputation and differentiation? Learn from the worlds best companies using service as a differentiator?
• How To Adapt Communication To Patient Type
• How To Diagnose Patient/Carer Type On The Phone
• Anticipating Patient Needs

Empathy – The Heart of Service

• Understanding Emotional Connection
• Empathy Mapping – Concept
• How do patients think and what are their expectations?

Managing Your Brain

• Feelings + Facts: Emotion Management & Mindfulness Identifying Frustration
• Frustration Management
• Your attitude
• Stress Management Positive/Negative Attitude Impact Positive Attitude Barriers

Communication Landscape

• Understand different communication styles and how to align the right one to your customer
• Learn ways to create delight even in mundane situations
• Speaking with Care
• Active Communication
• Body Language
• Identify Communication Barriers
• Learn the 3 key steps to expectation management and understand how to apply them

Every Call counts: Hearing vs Listening

• Purposeful Conversation
• How to encourage a customer to readily communicate exactly what they want?
• Interacting with the Customer on the Phone
• Learn advanced principles of telephone communication
• Learn three qualification techniques that inspire confidence and create open communication Listening with Empathy
• Tone of Voice
• Learn principles to structure your sentences for maximum impact
• Your Voice: Efficient Communication Instrument

Every Email and Every Decision Counts

• Establish successful written communication Questions as a Communication tool Purposeful conversation
• Empowerment

Difficult Conversations

• Handling Difficult Customers
• Dealing with Emotion and Anger
• Best Practices for Dealing with Difficult Customers
• Most Common Mistakes to Avoid
• How to build rapport quickly even in difficult situations
• Understand Unspoken Messages & how to handle them

• Definition of the ‘Extra Mile’ concept
• What Does Great Look Like?
• Think of a time: Positive vs Negative experiences
• How do you build and maintain a winning attitude?
• How to avoid demotivation and dips in performance in high pressure environments? Barriers to Delivering Great Customer Experiences

Service Recovery & Continuous Improvement

• Principles underpinning continuous improvement Identifying improvement opportunity
• Relationship Recovery
• Recovery Project

Patient Journey Mapping

• Wows and Ouches Personas and their role “As-is” Journey Mapping “To-be” Journey Mapping

Managing Your Day

• Prioritising and Delivering
• Angry Customers
• Best Practices for Dealing with Customers 4 Steps to Follow