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

  • Experience: Map the patient journey and unite the disparate pieces of data that is collected in a health setting, to create a comprehensive and meaningful picture of the experience
  • Emotions: Encapsulate ‘patient stories’ and comments to identify patient feelings, pain points and delights to understand the experience in depth
  • Engagement: Engage front-line staff. Clinicians and management in the change process and build a clear purpose for all staff to follow in improving the patient journey
  • Execution: Develop implementation strategies and solutions to improve the experience
  • Excellence: Redefine success and develop accountability to patient-centered KPIs, enabling measurable and repeated successes
  • Evolution: Develop capability in patient experience at the level of the individual clinician, manager, team, department and organization.

Why is it Vital to Attend This Training?



1. Discover tools and techniques that you can use immediately to measure and improve patient experience

2. Scenarios presented will reflect real-world examples of daily interactions within the healthcare setting

3. Learn what works and what doesn’t in different scenarios

4. Peer group discussion and ongoing digital interaction that engages participants in longterm and reinforces learnings

5. Pre- and post-training assessment surveys that help evaluate internal behaviour changes capability development and continuity of results.

Customized Modes of Delivery


Each program is customised to the individual needs, requirements and specific learning outcomes of an organisation.
The training program can be delivered in the following manner:

  • Keynote session
  • Break-out Workshops
  • Half-day, Full day or 2-Day Workshops
  • 3, 6 or 12-month program in combination with online interactive components

Who Should Attend


Patient Experience Stakeholders and Advocates

Patient Experience Leaders

Chief Executive Officers

Chief Nursin Officers, Directors and Managers

Physicians

Chief Experience Officers

Nurses and Front-Line Staff

Healthcare Executives

Marketing Directors and Managers

Caregivers

Provider Institutions

Professional Socities

Quality Customer Service Professionals

Third Party Payors

CLIENT TESTIMONIALS

Dr Stephanie Teoh, Medical Director, Qualitas Group

Mr Jeremy Van Den Akker, Director Clinical Governance, Wide Bay Hospital & Health Services (HHS)

Ms Serena Ayers,Director of Emergency Medicine, Liverpool Hospital

Mr David Whitrow, Population Health Business Analyst, Murray Primary Health Network (PHN)

“Patient Experience is critical to service improvement and staff satisfaction. It gave us as a team a great insight (into) culture in our department and working as a team to deliver projects that focuses on what matters to our patients.”

Kate Morris
Occupational Therapist – Medicolegal Assessor & Paediatric OT/Case Manager
Attendee at 6E Patient Experience Workshop
Sydney Children’s Hospital Network

“Excellent workshop for those interested in improving practice.”

Candice Brady
Speech Pathologist
Attendee at 6E Patient Experience Workshop
Sydney Children’s Hospital Network

“Totally relevant to work in health and large teams. Should be mandatory”

Helene Chen, BIS
Attendee at 6E Patient Experience Workshop
Sydney Children’s Hospital Network

“The 6E Workshop was very, very useful. It’s given me a much more solid framework…. rather than trying to make ideas just happen without a plan”

Ms Serena Ayers
Director of Emergency Medicine
Liverpool Hospital, Australia

“I found that he (Dr Avi) was very articulate, very well-organised, the presentation was very well-paced…it was invigorating”

Dr Stephanie Teoh
Medical Director
Qualitas Group, Australia

“I managed to listen better to a patient’s voice and assisted in concluding a long hanging case amicably by making two parties happy… I am energetic, motivated and a caring new self for following the workshop… an extra ordinary workshop revealing the importance of 6Es.”

Dianne R.
Senior Executive (Customer Service)
Parkway Pantai Private Hospital, Malaysia

Testimonials from Patient Experience Workshop (Communication & Empathy) Participants:


“Avi was a great presenter. Very relatable & friendly. Positive attitude. Knowledgeable. Open for discussion & strategizing.”

“The workshop was very related to our practice/roles. Very open and good discussion of issues & ways to combat these for staff and patients.”

“Really enjoyable, experience focused, relevant workshop with great strategies for the future”

Senior Nurses, Nurse Leaders and Educators
Attendees at Patient Experience (Communication & Empathy Workshop)
Genea IVF Clinics

Testimonials from the Energesse-Beryl Institute Patient Experience Leadership Roundtable:


“Excellent content & format. Immediately applicable. I asked for solutions. A nagging problem and I got one. Rating of 10/10.”

Nadia Nocera
A/PLM, South Western Sydney LHD

“Gave me hope! Gave me tools to return to my organisation and create clones. Rating of 10/10.”

“Great combination of talks & practical activities that made the event enjoyable without going over time. Rating of 9/10.”

Sally Henderson
Project Officer, Clinical Governance, Western Sydney LHD

“(My Eureka moment at the roundtable): You don’t need to move a mountain to create change.”

Patient Experience Leaders & Champions
Participants from the Energesse-Beryl Institute Patient Experience Leadership Roundtable
South Western Sydney LHD (SWSLHD), Western Sydney LHD (WSLHD), Clinical Excellence Commission (CEC)

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Full Name
Email *
By providing your email address, you are consenting to receive information from Energesse, such as articles, reports, newsletters, and other relevant communications.

Get your FREE copy of the Making Sense and Making Use of Patient Experience Data White Paper

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Full Name
Email *
By providing your email address, you are consenting to receive information from Energesse, such as articles, reports, newsletters, and other relevant communications.