London, 25-27 Sep 2019

3 day Masterclass

Patient Experience Strategy



This 3-day intensive programme will offer you a deep dive into understanding the intricacies of Patient experience management. Armed with your pre-training exercise in reviewing your organization’s patient experience, you will benefit from hands-on, practical training in selecting appropriate metrics, setting effective key performance indicators (KPIs) and using various tools and techniques available to understand your patients and delivering the ultimate patient experience.

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address key challenges

Discover a strategic framework for defining a best-in-breed Patient-Centric culture for their organisation

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develop new skills

Learn the latest techniques for implementing a cutting-edge Patient Centricity programme

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get practical

Set the optimal Patient-Centric Key Performance Indicators to drive their organisational results


The three days will cover the three key areas for Patient Centricity - relevant for both the established Patient Experience professional, as a refresher, or for Patient Experience novices who are looking to sharpen their Patient-Centric strategy creation and implementation.


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In just 3 days you will:

  • Focus on patient experience as a competitive differentiator
  • Learn from best practice across sectors on how to set and implement a patient-centric culture
  • Hands-on experience of creating Patient-Centred Strategy
  • Deep understanding of the fundamentals of implementing Patient-centred transformations
  • Learn to manage traditional silos and break through the benefit of the bottom line

Meet your instructor

Christina Ioannidis is the CEO of Aquitude, a brand engagement consultancy, which works with corporations to engage with their main stakeholders – their employees and their customers. On the back of Christina’s global success.

In her 20-year career, she has worked within Pharmaceuticals, Telecoms, IT, FMCG, Financial Services, IT and Oil and Gas sectors. Christina has attracted clients such as Bahrain’s Ministry of Health, Merck, Barclays Bank, Lloyds TSB, Accenture, PA Consulting, Mercer, Cisco, and other FTSE/Fortune 100 organisations.

Within the Healthcare and Pharmaceutical sectors, Christina has been engaged to review Strategic Patient Experience processes, aligning both patient experience with clinical outcomes for government owned hospitals, such as Bahraini Ministry of Health. She has also provided extensive training to delegates from organisations such as GlaxoSmithKline, Abbot Laboratories, La Roche, Merck, Pfizer.

Christina is a thought leader in the subjects of Customer Relationship Management, Customer (Patient) and Employee Engagement, Diversity and Inclusion, Talent Management. Christina was also selected to be a spokesperson for the UK’s Chartered Management Institute’s Gender Salary Reports in both 2011 and 2012.

A global thought-leader, she has also been invited to comment on Emirates News – Dubai One TV, DubaiOne Radio, Bloomberg TV, Sky News, The Sunday Times, The Observer, The Evening Standard, The Guardian, Marie Claire, to name but a few.

An avid linguistic, speaking 5 languages fluently, Christina is currently also learning to speak Arabic.

Organisations that will benefit:

  • Managed Care Organisations
  • Pharma Companies
  • Biotech Companies
  • Advertising & marketing agencies
  • Digital healthCare firms

Who will attend:

  • Directors
  • Patient Experience
  • Marketing
  • Quality Assurance

Course Agenda

  • Big Picture
  • Speed Networking
  • The lightning speed of change in healthcare
  • The new ecosystem: how technology is affecting patients and clinicians
  • Deep Dive Case Study: The Mayo Clinic
  • Seamless Patient Experiences
  • The Biggest Barriers to Patient Centricity
  • The dichotomy between today’s success metrics
  • The main challenges and pitfalls for pharma and healthcare providers
  • Why is a Patient-centric mission statement important?
  • Key steps to define the Patient-Focused mission
  • Constructing the Patient Experience Statement
  • Defining the Guiding set of Principles (or Values) for the Vision
  • Communicating the Vision
  • Strategies for Implementing the Patient Experience Statement
  • Rolling out the Patient Experience Statement
  • Tools and approaches to embed patient-centric transformation
  • Measuring success and generating engagement
  • Generating a Sustainable Patient-centric Culture
  • Reward and recognition systems and processes
  • Essential skills for Senior Leaders to coach
  • On-going training, personal development frameworks and operational dashboards
  • Building Empathy
  • Patient touch-points and communication
  • Understanding patient mindsets by touch-point
  • The power of language
  • Voice of Patient
  • The importance of Culture: why Patient Engagement and Employee Engagement are interlinked
  • How to harness your Patient touch-points to maximize patient loyalty and retention
  • Beat Practices
  • Practical Case Study

For further information please call: +44 (0)207 092 1045

  • “The depth and knowledge of my trainer was extremely impressive. In 3 days I have had, without a doubt, a masterclass on the industry. Truly world class.”

    - Gordon Dowall Potter, Past Delegate

  • “Well worth 3 days of study!”

    - Syed Hamza, Past Delegate

  • “The training was excellent! I give it a 10 and will get my trainer's support for my next challenges.”

    - Head of Partnerships & Customer Loyalty at Avis Budget, Past Delegate

  • “Extremely constructive course with a very good dynamic and passionate trainer.”

    - Managing Director at BNP Paribas, Past Delegate

  • “Impressive and cooperative trainer who wanted to make sure the delegates understood.”

    - Budgeting, Planning & Reporting Manager, Past Delegate


We can come to you too! If you have a team of six or more, why not hold a private course? Our experts come to you and the course is tailored to your requirements.

Call +44 (0)20 7092 1045 (United Kingdom)
or (Asia Pacific)
for more details


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