Patient Affairs Management: Service, Safety, and Satisfaction

Introduction:

The Patient Affairs, Service, Safety, and Satisfaction Management course has become a yardstick for evaluating the quality and excellence of healthcare organizations in providing a high-quality, safe, and satisfactory patient journey. For first-time complainants, the skillfulness of patient affairs management plays a significant role in shaping the organization’s reputation and ensuring its long-term success.

This program aims to equip participants with the skills necessary to design and implement a patient experience framework that drives performance within their organization. Participants will learn how to create high-performing healthcare teams, foster effective clinical relationships, and apply patient-centered strategies and tools.

This training is designed to make patient affairs management more effective by integrating fundamental concepts with advanced strategies that ensure excellent patient satisfaction, safety, and service provision.

Objective:

Upon successful completion of this course, participants will be able to:

• Recruit compassionate employees dedicated to providing quality care.
• Build effective clinical relationships through advanced communication approaches.
• Facilitate a consistent coaching culture for delivering exceptional care and service.
• Identify each patient’s values, preferences, and requirements.
• Design and implement a patient experience framework that meets and exceeds patient expectations.
• Gain insights into effective bed management in healthcare facilities.

Training Methodology:

• Live lectures and presentations
• Case studies and real-world examples
• Group discussions and collaborative activities
• Role-playing and simulation exercises
• Guest speakers from the healthcare industry
• Continuous peer assessment and evaluation
• Development of patient-care strategies
• Final project presentation and assessment

Course Outline:

Unit 1: Building Effective Clinical Relationships

• Discuss clinical value systems
• The effects of organizational culture on working relationships
• Evaluating how clinical relationships impact patients’ experiences
• Addressing challenges within clinical relationships
• Overcoming bottlenecks in clinical relationships
• Identifying sources of bias that can undermine trust between doctors and patients

Unit 2: The Key Role of Communication

• Importance of interpersonal communication skills
• Key aspects of communication: word choice, tone, eye contact, body language
• The role of empathy, especially in difficult conversations (e.g., delivering bad news)

Unit 3: Cultural Diversity in Patient-Centered Care

• Basic elements of cultural competence
• Understanding the demographics of your patients
• Different approaches to health, illness, and healthcare
• Recognizing and respecting differences in patient values, preferences, and needs
• The impact of medical decision-making on patients, families, and communities

Unit 4: Attracting and Engaging Customer-Focused Employees

• Attributes and benefits of an engaged workforce
• Innovative ways to attract staff committed to customer experience
• Strategies to enhance employee commitment to patient experience
• Promoting staff engagement
• Creating a culture of mentoring and coaching within healthcare organizations

Unit 5: Designing The Patient Experience and Plan Tree

• Implementing Planetree principles in community hospitals
• Basic principles of experience-based design
• Gathering feedback from patients, families, and staff
• Experience-based design framework for improving patient safety and care

Unit 6: Patient Safety

• Core elements of a robust patient safety culture
• System attributes supporting continuous learning and patient safety
• Safety indicators for evaluating quality improvement programs
• Strategies for improving patient safety and enhancing quality
• Emphasizing Quality Management and Patient Safety

Unit 7: Patient Satisfaction

• Investigating critical approaches to improving patient satisfaction
• Exploring ways to enhance patient satisfaction
• The relationship between healthcare quality and patient satisfaction
• Utilizing patient satisfaction surveys to inform improvements

Unit 8: Patient Services

• Essentials of patient services management
• Exploring the experience of delivering care services to patients
• Effective and efficient management of patient access

Unit 9: Bed Management

• Understanding hospital bed management systems
• Clarifying the roles of hospital bed managers
• Detailing the functions of Bed Management Departments
• Discussing methods to refine hospital bed management for improved patient outcomes