Certified Patient Experience Leader TM

Transcription

1 Certified Patient Leader TM Become A Recognised Expert In Patient-Centred Care Led by: Benedict Stanberry Principal IHLM, Oxford, UK Key Benefits Of Attending This Course: Understand the expectations of patients and families, and the organisations that regulate and accredit care Plan and begin a patient experience improvement project in your healthcare institution Develop the personal effectiveness and impact that are essential to transforming patient satisfaction Improve care through better communication and cultural sensitivity Transform the caring environment and redesign services to be more patient-centred Connect with other healthcare professionals who are passionate about transforming the patient experience PROFESSIONAL RECOGNITION Attend this training to obtain an IHLM Certificate In Patient, and complete the optional postcourse project to gain the Certified Patient Leader TM (CPxL) qualification Kempinski Hotel, Mall of the Emirates, Dubai, UAE

2 What To Expect Stage 1: Online Preparation Stage 2: Face-to-Face Course Do you want to gain professional recognition as a Certified Patient Leader? No Certificate In Patient Yes Stage 3: Patient Improvement Project Online Presentation Many course members will gain all the benefits they require from the online and face-to-face stages of the course. They can conclude their participation at the end of this stage and receive an IHLM Certificate In Patient, provided that they have: Attended all sessions of the face-to-face course and not missed more than two hours Participated in and completed all the interactive class and team exercises Delegates who do not meet these criteria will receive an Informa Certificate of Attendance. If course members have not attended all sessions of the face-to-face course, the Certificate will clearly state the number of hours attended. Stage 3: Patient Improvement Project Those delegates who want to obtain professional recognition by qualifying as a Certified Patient Leader TM (CPxL) will undertake a patient experience improvement project under the online supervision of the course instructor. Using their new knowledge and skills, delegates will select an aspect of the patient experience at their healthcare service or organisation that they believe can be enhanced or transformed. They will apply their learning by making appropriate changes and measuring the resulting improvements in patient experience. This project will be assessed through an interactive online presentation. Stage 1: Online Preparation Certified Patient Leader (CPxL) Three weeks prior to the face-toface course, delegates will receive a username and password giving them access to IHLM s userfriendly online e-learning portal. Delegates will be welcomed to the course, invited to network with the other course members and instructor, and given full access to the course materials and online learning resources such as videos, presentations, case studies and additional reading. Delegates will also be able to complete some optional online exercises to help them prepare for the course. Stage 2: Face-To-Face Course Delegates will attend five-days of classroom-based training in Dubai, covering the entire patient experience body of knowledge in significant depth. Throughout the face-toface course there will be many opportunities to practice and apply learning using interactive case studies and team exercises that will challenge delegates to collaborate with each other to solve real-life patient experience challenges. Who Should Attend? This course will benefit anyone whether they are in an informal or a formal role who has an interest in, or responsibility for delivering patient-centred care. This can include physicians, nurses, allied healthcare professionals and staff in administrative or managerial roles who want to improve their understanding of the emerging body of knowledge around patient experience. The course is also ideal for both established and emerging healthcare leaders who want to demonstrate their expertise through a recognised and regulated professional qualification. Would you like to run this course in-house? customised training solutions The in-house training division of Informa Tel: cts@informa.com

3 Meet Your Course Expert About IHLM Benedict Stanberry Principal, IHLM, Oxford, UK Benedict Stanberry is a British consultant and academic who researches, writes, teaches and consults around the world on the subjects of healthcare strategy, management and leadership. Ben began his career as a medical lawyer and became a healthcare management consultant in Shortly afterwards he was diagnosed with advanced colorectal cancer, from which he was given only a 30 percent chance of survival. Upon his recovery he served as the interim chief executive of a Brussels-based healthcare NGO and as an elected politician in south west London, where his responsibilities included overview and scrutiny of healthcare services. From 2006 to 2009, as a director of a private healthcare company, Ben helped establish a new model of cancer care for the south of England. Ben is presently the Principal of IHLM in Oxford and together with his faculty colleagues works with healthcare managers and leaders in both the public and private sectors in the UK, Middle East, Far East and Africa. Ben holds an MBA from the world-ranked Henley Business School, where he is currently a doctoral research associate, and also chairs the school s alumni group in the Middle East. Based in Oxford, and with representative offices in Dubai and Singapore, IHLM offer a comprehensive portfolio of courses, programmes and qualifications in healthcare leadership and management, designed to meet the professional development needs of today s healthcare leaders and their organisations. Our expertise is both broad and deep. We work with healthcare staff at every level, from the frontline to the boardroom. We enable them to understand themselves and develop their confidence and competence as leaders. Just as importantly, we help them to acquire and use the managerial, operational and financial practices that are vital to creating and sustaining high-performing healthcare organisations. Many business schools and universities provide management education that is based upon the latest cutting-edge academic thinking but is almost impossible for leaders and managers in the real world to actually apply. At IHLM, we focus on the practical, functional and general management skills required of effective healthcare managers as well as the professional and ethical standards required of healthcare leaders. We consider the true measure of our success to be whether we have demonstrably enhanced the personal impact and management practice of those who trust us as their partner in professional or organisational development. Discover more about us by visiting our website: Course Overview As patient and family expectations grow, healthcare organisations are becoming more-and-more accountable for delivering care that meets their needs and preferences. IHLM s Certificate In Patient provides anyone with an interest in, or responsibility for delivering patient-centred care, with an evidence-based framework they can trust to enable them to excel in their role. It also provides a rapid route to qualification as a Certified Patient Leader TM (CPxL). This course, the only one of its kind in the region, takes the best practice used by leading healthcare institutes such as Cleveland Clinic, and lessons from non-healthcare organisations such as Disney, and turns it into practical tools and techniques that can be used to transform patients experiences. It enables delegates to study and apply the five themes and fifteen subject areas that together comprise the patient experience body of knowledge and, by completing an assessed patient experience improvement project after the course, to gain the professional recognition of Certified Patient Leader TM (CPxL). The course includes detailed instruction in: An Introduction To Patient Understand the expectations of patients and families, and the organisations that regulate and accredit care. Observing, Measuring And Understanding Plan and begin a patient experience improvement project for your healthcare institution. Becoming A Patient Leader Develop the personal effectiveness and impact that are essential to transforming patient satisfaction. Transforming Through People Improve care through better communication and cultural sensitivity. Transforming Through Process, Place And Technology Transform the caring environment and redesign services to be more patient-centred. 18 Module 1: An Introduction To Patient What Do Patients Want? What Do Regulators Want? Patient- Centred Care 19 Module 2: Observing, Measuring And Understanding How To Organise A Patient Improvement Project Measuring The Evidence On Patient 20 Module 3: Becoming A Patient Leader What Patient Leaders Do Making Change Happen Creating A Compassionate Culture 21 Module 4: Transforming Through People Communicating With Patients And Families Cultural Diversity Service Recovery: What To Do When Things Go Wrong 22 Module 5: Transforming Through Process, Place And Technology Collaboration, Integration And Service Design The Healing Environment Patients, The Internet And Social Media

4 Certified Patient Leader TM Kempinski Hotel, Mall of the Emirates, Dubai, UAE Course Timings Registration will be at 07:30 on Day One. Course sessions will start promptly at 08:00 and end at 14:30. There will be breaks for refreshments at approximately 10:30 and 12:30 and lunch will be served at the end of each day s session. Body Of Knowledge: Module 1 An Introduction To Patient In Module 1 we set the scene and consider the context for patient experience today. We ask what is driving consumerism in healthcare and explore the fundamental ways in which the experiences and ultimate satisfaction of patients can be transformed. What Do Patients Want? How are patients attitudes and expectations reshaping healthcare and what does this mean for those of us who provide that care? What Do Regulators Want? How are health ministries, accreditation bodies and insurers trying to change the patient s experience? Patient-Centred Care What is it and how do we consistently deliver it? Module 2 Observing, Measuring And Understanding Before we can truly transform patients experiences of care we must get both clinical and administrative stakeholders on board with our plans, while also reflecting on what really matters to patients and their families. How To Organise A Patient Improvement Project How do you get an improvement initiative started and get your colleagues support? Measuring Patient What data collection methods and key performance indicators should be used to measure and analyse patient satisfaction? The Evidence On Patient What does the research evidence tell us about what actually matters to patients? Module 3 Becoming A Patient Leader It is not easy to make patient experience an organisational priority. In Module 3, we review the leadership styles and management tools through which transformational leaders deliver lasting improvements. What Patient Leaders Do What are the leadership competencies of someone who can transform the patient s experience? Making Change Happen What tools and techniques are most effective in helping staff become more compassionate and patient-centred? What is the special role of coaching and mentoring in this process? Creating A Compassionate Culture How can healthcare staff be encouraged to become and stay engaged in their work? Module 4 Transforming Through People There is very rich evidence that the most committed and motivated healthcare staff deliver better quality and more compassionate care. In Module 4, we consider the peoplebased practices that engage patients. Communicating With Patients And Families How can healthcare staff assure effective, empathic communication with patients and families? Cultural Diversity How do gender, nationality and religious faith shape patient and family preferences? Service Recovery: What To Do When Things Go Wrong What are the best ways to de-escalate or resolve complaints, conflicts and mistakes? Module 5 Transforming Through Process, Place And Technology Having considered the role of people in improving the experience of patients, in Module 5 we conclude with three more vital areas that have an impact on patient satisfaction. Collaboration, Integration And Service Design What are the most important touch points in the patient s journey and how can we make them more patientfocused? The Healing Environment How can we design and build healthcare facilities that maximise the satisfaction of patients, families and communities? Patients, The Internet And Social Media What role can marketing communications and social media take in building trusting relationships with patients and optimising their experience?

5 Certified Patient Leader TM Kempinski Hotel, Mall of the Emirates, Dubai, UAE FIVE WAYS TO REGISTER register-mea@informa.com Informa Middle East Ltd. PO Box 9428, Dubai, UAE The In-house training division of Informa Middle East WOULD YOU LIKE TO RUN THIS COURSE IN-HOUSE? Save training $$ and create learning experiences relevant to your business. To customise this course and increase value and impact, contact Leigh Kendall on or the team at cts@informa.com Course Certificate In Patient Course Fee Before 3 July 2016 Course Fee Before 24 July 2016 Final Fee US$ 4,495 US$ 4,995 US$ 5,195 DISCOUNTS AVAILABLE FOR 2 OR MORE PEOPLE CALL: a.watts@informa.com Optional Post-Course Project-Based Certification From IHLM Fee Payable Online To IHLM Course fees include documentation, luncheon and refreshments. Delegates who attend all sessions will receive a Certificate of Attendance. Certified Patient Leader US$ 500 All registrations are subject to our terms and conditions which are available at Please read them as they include important information. By submitting your registration you agree to be bound by the terms and conditions in full. DELEGATE DETAILS First Name: Surname: Job Title: Company: Address: Postal Code: Country: City: Tel: Mobile: Fax: PAYMENTS A confirmation letter and invoice will be sent upon receipt of your registration. Please note that full payment must be received prior to the event. Only those delegates whose fees have been paid in full will be admitted to the event. AVOID VISA DELAYS BOOK NOW Delegates requiring visas should contact the hotel they wish to stay at directly, as soon as possible. Visas for non-gcc nationals may take several weeks to process. CANCELLATION If you are unable to attend, a substitute delegate will be welcomed in your place. Registrations cancelled more than 7 days before the Event are subject to a $200 administration charge. Registration fees for registrations cancelled 7 days or less before the Event must be paid in full. Substitutions are welcome at any time. All registrations are subject to acceptance by Informa which will be confirmed to you in writing. Due to unforeseen circumstances, Informa reserves the right to cancel the course, change the programme, alter the venue, speakers or topics. EVENT VENUE: Kempinski Hotel, Mall of the Emirates, Dubai, UAE Tel: ACCOMMODATION DETAILS We highly recommend you secure your room reservation at the earliest to avoid last minute inconvenience. You can contact the Hospitality Desk for assistance on: Tel: Fax: hospitality@informa.com SN/DC HEALTHCARE BC6296 Copyright Informa Middle East Ltd OJ