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.

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

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Enter your details for the Customer Experience &

Retention for Private Health Insurance White Paper  
As featured in: afr smh biz day smh biz day smh biz day
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

afr
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.