Patient Experience Management Training Course

Course Overview

Learning Objectives

• Develop an integrated approach to patient experience management.
• Analyse patient expectations and factors influencing satisfaction and trust.
• Map patient journeys and identify critical experience touchpoints.
• Identify operational and behavioural barriers affecting patient-centred care.
• Design effective systems for measuring and monitoring patient experience.
• Analyse patient feedback, complaints, surveys, and experience data.
• Apply structured approaches to complaint handling and service recovery.
• Strengthen communication and interpersonal practices across patient-facing services.
• Integrate patient experience with quality, safety, and clinical performance.
• Develop experience indicators and improvement dashboards.
• Design targeted initiatives to address recurring patient experience gaps.
• Establish sustainable governance and continuous improvement mechanisms for patient-centred care.

Who Should Attend

Learning Outcomes

• Assess patient experience across different stages of the healthcare journey.
• Map patient journeys and identify high-impact experience touchpoints.
• Analyse patient expectations, needs, perceptions, and behavioural patterns.
• Develop meaningful patient experience measures and indicators.
• Interpret patient feedback and identify recurring service issues.
• Analyse complaints and determine underlying service and process failures.
• Apply effective service recovery and complaint resolution techniques.
• Improve communication practices across clinical and administrative interactions.
• Design patient-centred improvements based on evidence and experience data.
• Integrate patient experience measures with quality and patient safety programmes.
• Develop dashboards and reporting mechanisms for experience performance.
• Build practical improvement plans that strengthen patient trust, engagement, and continuity of care.

Course Outline