Core Skills in Patient Experience Excellence

Lead the creation of a truly customer-centric culture of excellence

With the government committed to a choice agenda, money following the patient through payment by results and GP Commissioners encouraged to increase provider numbers, it is essential that all services get their house in order in this vital area. This course, designed for those taking the lead, comprehensively covers developing a patient experience excellence strategy and implementing it throughout a team, department or even a whole Trust.

This course is part of the Clinical Business Excellence Series

• Discover the full extent of the choice agenda
• Understand the link between experience and funding
• Acquire insight into the core drivers of patient experience
• Discover the full extent of who your customers really are
• Develop an effective customer experience strategy
• Learn how to shift the culture of your team to a patient-centric approach

• Understanding the choice agenda fully
• The role & importance of patient experience today
• Reputation management - critical to service future
• How patient experience influences funding
• Understanding CQUIN & its links with experience
• The role of experience in service competitiveness
• Experience as a trigger for CQC or SHA attention
• Experience as a trigger for re-commissioning
• Financial implications of poor customer experience
• Organising for experience excellence - use of champions
• What matters to patients, relatives, carers and other service users
• The key determinants of experience
• 7 Factors of Patient Experience
• Understanding and adapting access
• The GP as customer – essential understanding
• Assessing customer experience using the 5 primary pathways
• 1. Published information, both objective and subjective
• 2. Patient surveys
• 3. Patient pathway analysis
• 4. Diary exercises
• 5. Focus groups
• Developing episodic and real time patient experience monitoring
• Using patient experience data in service performance management
• The propensity to refer – the ultimate measure?
• The patient as innovator – assisting your future success
• Experience risk assessment
• Unreasonable experience expectations and how to manage them
• Balancing patient & staff needs
• Developing a patient experience strategy & operational plan
• Core components of an effective experience strategy
• Considering brand, positioning and reputation
• Ensuring a consistent approach to patient experience in all parts of the service
• Fostering senior management support for experience enhancement
• Improving complaints management
• The complaint as an opportunity
• Strategies for rectifying poor patient experience
• Re-establishing poor relationships with key service customers

The course format consists of lectures, case studies, discussions, individual and group exercises. It's fast-paced and highly productive.

These are other courses that provide a good companion to this course.

• Core Skills in Creating Excellence in Patient Experience