Workshop A

Building your Roadmap to Lead Patient Experience
(09:00hrs – 12:00hrs)

Presented by

(Part 1) Fundamentals of Being Patient Experience Led

  • Patient Experience and Person-Centred Care
  • Experience as a Quality Outcome
  • Patient Experience Maturity
  • Alignment and scale – Patient/Colleague, National/Local
  • Evaluation: Robust, Representative, Reliable

(Part 2) Moving Beyond Measurement: Insight, Action and Sustainable Improvement

  • PX Design: Patient Experience Design for Strategic Differentiation – The CXSA PX Design Framework
  • Insights to Action: Blending traditional data-driven insight with latest generation design-
  • led insight – moving from continuous improvement to high-impact change
  • PX Leadership: Building a patient-centric culture to turbocharge your organisational
  • performance – Introduction to Culture & Leadership Framework

Key Takeaways

  • Learn about the fundamentals of assessing, evaluating, and benchmarking your PX programme at
  • a local, national and global level
  • Build an understanding of Patient Experience Design as a Strategic differentiator & a value creator
  • Understand the impact of building a patient-centric culture and leadership’s role in driving it

 

Workshop Leaders

Charles Bennett

President & CEO

CXSA Middle East

Hassan Mohammad

Co-founder Chief Growth & Innovation Officer

CXSA Middle East

 

Workshop B

Enhancing Patient Experience in Healthcare Settings

(14:00hrs – 17:30hrs)

 

Introduction to Patient Experience

  • What is Patient Experience and why is it important?
  • How does Patient Experience impact healthcare outcomes and patient satisfaction?

Patient Engagement in Healthcare

  • The role of patients in their own care and decision-making process
  • Strategies for promoting patient engagement and empowerment

The 4 Pillars of Patient Experience

  • Quality of care: Ensuring safe and effective treatment for patients
  • Environment: Creating a welcoming and comfortable atmosphere for patients
  • Communication: Building strong relationships with patients through effective communication
  • Emotional support: Providing empathy and compassion to patients during their healthcare journey

Communication in Patient Experience

  • The importance of clear and effective communication between healthcare providers and patients
  • Tips for improving communication skills and building trust with patients
  • Handling difficult conversations and addressing patient concerns

Interactive Activities and Discussions

  • Role-playing exercises for practicing communication skills
  • Group discussions on real-life patient experience scenarios
  • Sharing personal experiences and insights on patient engagement

Wrap-up and Q&A Session

  • Recap of key takeaways from the workshop
  • Addressing any questions or concerns raised by participants
  • Resources and tools for further learning on patient experience and engagement.
  • Participants: Healthcare providers, patient advocates, healthcare administrators, and anyone interested in improving the patient experience in healthcare settings.

Workshop Leaders

Carlos Bezos Daleske

Founder and General Manager

Institute for Patient Experience