Training Course on Patient Experience And Engagement Training: Creating A Patient-centric Healthcare Environment

Module 1: Introduction to Patient Experience and Engagement
Objective: To provide a foundational understanding of patient-centered care and engagement.
Topics Covered:
Defining patient experience and patient engagement
The importance of patient-centric care in improving healthcare outcomes
Patient expectations and satisfaction factors
The role of organizational culture in patient experience
Case study: Transforming hospital culture to prioritize patient needs
Practical Activities:
Group discussion: Identifying barriers to effective patient engagement
Exercise: Mapping the patient journey in participants’ healthcare settings

Module 2: Effective Communication and Empathy in Healthcare
Objective: To enhance participants’ communication skills to improve patient interactions.
Topics Covered:
Principles of effective patient communication
Building rapport and trust with patients
Active listening and empathy in patient care
Communication challenges in diverse healthcare settings
Case study: Resolving communication breakdowns to improve patient satisfaction
Practical Activities:
Role-playing exercises: Patient-provider interactions
Workshop: Practicing empathy and active listening techniques

Module 3: Patient Engagement Strategies
Objective: To equip participants with practical strategies to involve patients in their care.
Topics Covered:
Encouraging shared decision-making
Patient education and empowerment
Involving patients in care planning and safety initiatives
Utilizing technology for patient engagement: portals, apps, and telehealth
Case study: Successful patient engagement programs in hospitals
Practical Activities:
Workshop: Designing a patient engagement initiative
Group discussion: Overcoming challenges to patient involvement

Module 4: Measuring and Improving Patient Experience
Objective: To develop participants’ ability to assess and enhance patient satisfaction.
Topics Covered:
Patient experience measurement tools: surveys, interviews, feedback forms
Key performance indicators (KPIs) for patient satisfaction
Analyzing patient feedback to drive improvements
Implementing continuous improvement processes based on patient input
Case study: Using patient feedback to redesign hospital services
Practical Activities:
Exercise: Designing a patient feedback survey
Workshop: Interpreting survey data to implement improvements

Module 5: Creating a Sustainable Patient-Centric Culture
Objective: To ensure participants can foster a long-term patient-focused approach.
Topics Covered:
Leadership strategies for a patient-centric culture
Training and empowering staff to prioritize patient experience
Integrating patient engagement into organizational policies
Continuous improvement and innovation in patient-centered care
Case study: Sustaining high levels of patient satisfaction across a healthcare system
Practical Activities:
Group discussion: Strategies to embed patient-centric practices organization-wide
Exercise: Developing an action plan for improving patient experience in participants’ institution