Patient Experience and Service Excellence Course

Training Outlines

Introduction

Patient experience reflects every interaction that shapes confidence, dignity and trust across the care journey. This course develops the practical skills needed to understand patient needs, improve service touchpoints, strengthen communication and turn feedback into measurable service excellence.

Objectives

• Distinguish patient experience, satisfaction, engagement and clinical outcomes
• Map care journeys and identify high-impact patient touchpoints
• Apply empathetic, inclusive and health-literate communication techniques
• Improve access, waiting, handovers and continuity from the patient perspective
• Select meaningful patient-experience measures and feedback channels
• Resolve complaints using structured service-recovery methods
• Engage patients, families and staff in service co-design
• Develop a measurable patient-experience improvement plan

Course Outlines

Day 1: Foundations of Patient Experience

• Patient experience and value-based care
• Rights, dignity and person-centred principles
• Patient expectations and emotional needs
• Experience personas and population differences
• Journey mapping across the care continuum
• Moments of truth and baseline assessment

Day 2: Communication, Empathy and Trust

• Empathetic listening and purposeful questions
• Health literacy and plain-language communication
• Shared decision-making and informed participation
• Communicating delays, uncertainty and bad news
• De-escalating distressed patients and families
• Cultural humility and inclusive communication

Day 3: Designing Reliable Service Experiences

• Access, navigation and appointment experience
• Waiting-time perception and expectation management
• Healing environments, privacy and comfort
• Handoffs and multidisciplinary coordination
• Discharge experience and continuity of care
• Digital touchpoints and omnichannel consistency

Day 4: Feedback, Complaints and Recovery

• Patient-experience surveys and indicator selection
• Real-time listening and qualitative feedback
• Complaint classification and root-cause analysis
• Service-recovery conversations and remedies
• Closing the loop with patients and families
• Learning trends and staff feedback cycles

Day 5: Leading Sustainable Improvement

• Patient-experience governance and accountability
• Service standards and behavioural expectations
• Coaching teams for compassionate consistency
• Patient and family co-design methods
• Improvement cycles and benefit tracking
• Personal action plans and implementation priorities

Training Schedule

Below is the table of cities along with the respective dates for the upcoming training sessions of Patient Experience and Service Excellence Course. Please review the schedule to find the most convenient option for you. You can also use the below search bar to type the city name and filter the results.