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”

Intensive 2-day program that builds on Foundation to equip teams with core, next-practice skills that drive patient-centric change and clear differentiation.

WHO IS THIS FOR: 

Staff supporting or leading patient-centric change programs.

FUNDAMENTALS: WHAT WILL YOU LEARN?

• Supercharge VoC using outcome-based thinking and ethnography
• Build a PX strategy that drives P&L impact
• Apply traditional and next-practice journey mapping to create revenue, cost, and service gains
• Make customer metrics meaningful to organizational KPIs

TOPICS COVERED

• VoC program strategy and outcome-driven insight
• Personas, segmentation, empathy mapping
• Next-practice journey mapping and appreciative inquiry
• Success measures and alignment
• PX strategy: five levels of outcome, why strategy matters
• Communication, culture and values
• Intro to leadership principles and alignment

A 3-day advanced program that turns Practitioner skills into a practical, measurable path for building a high-performing, patient-centric organization with clear ROI.

WHO IS THIS FOR? 

Professionals seeking advanced tools and methods to expand their PX capability.

FUNDAMENTALS: WHAT WILL YOU LEARN?

• Patient-centered innovation to uncover needs and design new propositions
• Service design toolset: service blueprinting and value proposition design
• PX implementation and governance frameworks
• Agile alignment of technology to desired patient outcomes and experiences

TOPICS COVERED

• ROI of PX and organization-specific roadmaps
• Patient-centric innovation methods
• Service design and governance
• Omnichannel experience management and tech alignment
• Value proposition design and service blueprinting
• Ideation, prototyping, and testing

An advanced program for leaders to align culture, people, and performance, overcome resistance, and build a sustained, patient-focused movement.

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?

• Learn to Create fulfillment, engagement, and passion at work
• Build empathy into culture and measure what matters for patients, employees, and business
• Sustain a patient-focused culture with empowered teams that deliver P&L impact

TOPICS COVERED

• PX leadership and culture building
• Employee engagement and movement-making
• Selling change, stakeholder storytelling
• Recognition, Building Brand You™
• Gamification principles and teaming
• Realizing 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