Programme overview
Creating a Culture of Service Excellence in Healthcare
Cultivate a culture where teams continually improve the experiences that matter to patients
Patient experience is enhanced when leaders understand the care journey, empower their teams and translate insight into continuous improvement. In this programme, participants will learn to identify critical touchpoints, draw on lived experiences to personalise care and anticipate needs at every stage. They will also strengthen the leadership practices required to align staff around shared standards, raise service quality and measure the impact of their efforts.
Ideal for clinicians, nurses, allied health professionals, patient services staff and managers responsible for experience and performance outcomes in hospitals and clinics.
Duration: 2 Days
Learning Outcomes
- Understand the patient's journey and identify key touchpoints for improvement
- Apply the concept of user stories to personalise patient care and address specific needs
- Anticipate and exceed patient expectations throughout their healthcare journey
- Develop your leadership skills to empower your team and foster a culture of service excellence
- Implement strategies for continuous service quality improvement and measure the impact of your efforts
Continue the journey
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