Patient Customer Experience | Terrapinn Training

Patient Customer Experience

GLOBAL BEST PRACTICES STRATEGY & IMPLEMENTATION TRANSFORMATION DRIVERS

CREATE A PATIENT-CENTRIC 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 organisation’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

DIFFERENTIATE YOURSELF WITH BETTER PATIENT EXPERIENCE.

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.

In just 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

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

IN-HOUSE

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 +65 6322 2333 (Asia Pacific)
for more details

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