There is growing evidence that better patient experiences lead to measurably better health outcomes, enhanced patient safety and improved revenues. So today, more than ever, we must build healthcare services around the needs of patients and their families.
IHLM’s popular course on Patient Experience and Service Excellence is for progressive healthcare providers and professionals who want to design and deliver more person-centred, compassionate and responsive care.
The course has been developed by IHLM faculty in collaboration with leading patient experience experts and carefully benchmarked against the Picker Institute’s Principles of Person-Centred Care, the Beryl Institute’s Patient Experience Body of Knowledge and the Planetree Person-Centred Care Certification Criteria. It will provide you with a comprehensive understanding of this entire area of healthcare management and prepare you for future professional opportunities in the field.
Delivered via IHLM’s online learning platform and through live interactive Zoom webinars you will become part of a global community learning how to transform patient experience together.
On completion of this course you’ll be able to:
This course is broken down into ten manageable weekly modules:
This course should take approximately 4 – 6 hours per week. You can expect to devote about 1 – 2 hours per week to self-paced learning, 1 – 2 hours per week preparing for and participating in the webinar and 1 – 2 hours per week applying your knowledge through learning activities and mini-projects. Every webinar is recorded so you can rewatch it at any time.
This course will benefit all healthcare professionals who have an interest in person-centered care – including doctors, nurses, allied healthcare professionals and staff in administrative or managerial roles. It is an ideal course for established patient experience leaders who want to update and expand their knowledge and is also very suitable for staff who are aspiring to, or preparing for, future patient experience or service excellence roles.
Upon successful completion of the course you’ll receive an:
Ready to start? Just click the ‘Register now’ button at the top of this page or use the ‘Ask us a question’ button if you’d like to talk to one of our course facilitators. The fee for this course is £995 per person. If you’d like to pay in instalments you can arrange this by contacting us at: firstname.lastname@example.org.
We provide discounts to organisations registering 3 or more staff in the course and can also provide a customised in-house version tailored to your organisation’s specific needs.
All registrations are subject to our terms and conditions which are available here. By registering for an IHLM course you are accepting these terms and conditions and agreeing to be bound by them.
Gain an overview of the core concepts of patient experience and service excellence:
Review the systems, structures and processes needed to develop and sustain person-centred care:
Understand the fundamental role caregivers play in delivering person-centred care:
Discover how design thinking can transform patient experience:
Use a scientific, evidence-based method to collect patient experience data and identity improvement opportunities:
Understand and improve the emotional experiences of patients, families and caregivers:
Discover why we must involve patients, to the extent they desire, in every decision that affects them:
Explore strategies for improving access to care, reducing waiting times and ensuring smooth transitions across service boundaries:
Appreciate how the design and layout of a healthcare facility affects healing and recovery:
Explore how digital healthcare applications can enhance or harm the patient experience:
Quality and Safety
Discover how to set up effective error reporting systems, lead investigations into adverse incidents, implement successful patient safety improvement projects and design safer systems of care.
Discover how to support, engage and retain your healthcare workforce when you need them the most.
Using case studies from hospitals, clinics and healthcare systems, this programme shows you how to design and execute a strategic project or plan in a healthcare organisation.
Productivity and Value
This course will enable you to accelerate your hospital’s post-pandemic recovery and implement proven strategies for transforming performance in the operating room.
Aimed at first time healthcare leaders and those aspiring to their first leadership role, this programme will enable you to improve teamwork and take responsibility for people and services.
This unique programme will benefit anyone who wants to understand the potential benefits of digital technologies in healthcare and how they can capture those benefits for their own organisation.
This programme provides you with practical tools for understanding patient needs and preferences, developing a marketing plan, building your healthcare brand and growing revenues.
Productivity and Value
This course will enable you and your healthcare organisation to achieve operational excellence by improving capacity, productivity and patient flow at every stage of care.
Our flagship programme for high-potential healthcare leaders: built around the core strategic management disciplines and designed to prepare you for more senior roles and greater responsibilities.
A comprehensive course for progressive healthcare providers and professionals who want to design and deliver more person-centred, compassionate and responsive care.
Productivity and Value
This course gives you practical tools for making better financial decisions and maximising the financial performance of your healthcare organisation.
This course is designed to enable healthcare teams and professionals to set-up and manage their own virtual wards or spread the virtual ward model across their health and social care economy.
Quality and Safety
This course will enable you to master the concepts, methods and tools you need to lead successful quality improvement projects or become a quality improvement specialist.
Data Science and Analytics
This course is for anyone who wants to develop their data literacy, make more data-informed decisions and use data analytics to improve the quality and safety of care as well as the experience and satisfaction of patients.
September 8, 2022
IHLM is deeply saddened by the death of Queen Elizabeth II. Her Majesty was patron of more than 600 charities, many of them in the field of health and medical care.
May 30, 2022
There has never been a more urgent need to maximise the capacity and productivity of our healthcare facilities and services, but how can we do this?