Training

Patient Experience Training

“A step-by-step guide to improving patient experience”

Leaders of patient-centred care are still challenged with having a clear process for improving patient experience in their hospitals, wards, clinics and practices. Research on Don Berwick’s “Triple Aims of healthcare” include improving patient experience as a top priority for health systems.

Healthcare providers that are not fully qualified in understanding how to measure patient experience appropriately or action changes to make improvements can result in a disappointing experience for consumers, higher numbers of complaints, safety and quality errors as well as medical litigation. This can result in staff dissatisfaction, unnecessary costs as well as frustration, stress and anxiety for consumers, clinicians and managers.

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What is the 6E Framework?

Our Patient Experience training program uses the 6E framework, a step by step guide on how to holistically improve patient experience, adaptable for any healthcare setting. This training is presented by Dr Avnesh Ratnanesan, who is a thought-leader and expert on practical methods for improving patient experience and consumer engagement in the health setting.

This workshop will provide you tools and techniques that you can use immediately in your organization or practice. The location and duration can be adapted to suit your needs and can be delivered online or in person.

Training Modules

  • E1. Experience Measuring your organisation’s current experience, integrating survey datasets and patient stories, managing privacy and security. How to use real-time feedback.
  • E2. Emotions Analysing pain points, frustrations and what delights patients. Objectively measuring compassion and empathy.
  • E3. Energy How to motivate staff and show leadership. Help frontline staff rediscover meaning and purpose and improve engagement.
  • E4. Execution Tools for implementation and tips for getting stakeholder buy-in. Strategies for change management, handling complaints and transforming the care experience.
  • E5. Excellence New measures for success in patient-centred care and integrating with current measurement frameworks.
  • E6. Evolution Evolving your organisation’s capability in patient experience and consumer engagement in a sustainable, long-term manner.

TESTIMONIALS

Dr Stephanie Teoh, Medical Director

Mr Jeremy Van Den Akker, Director Clinical Governance, Wide Bay HHS

Ms Serena Ayers,Director of Emergency Medicine, Liverpool Hospital

Mr David Whitrow, Population Health Business Analyst, Murray PHN

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