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Peeking into the Future - Making Consumer Engagement Frameworks Come To Lif...

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The Platform Perth

256 Adelaide Terrace

#3

Perth, WA 6000

Australia

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Meet Dr Avi, CEO of Energesse, Doctor, Consultant and Speaker

Leaders and managers in Australian healthcare are still looking for the best ways to implement a practical framework for patient experience improvement at the various levels of clinic, hospital, health service, state and federal government. The 6E Framework was developed as a step-by-step guide to holistically improve the patient experience and consumer engagement in an integrated manner. The 6E training workshop takes stakeholders through evidence-based learnings and best practices from US, UK, Australia and Asia. It provides education in a modular format on how to map the patient journey, unite the disparate pieces of data that is collected and measure patient feedback in real-time (experience). It encapsulates patient ‘stories’ and feelings (emotions) to build one clear purpose for all staff to follow (engagement) in improving the patient journey. The framework also helps you to develop accurate strategies and implement solutions (execution) that allow for measurable and repeated successes (excellence). Ultimately, the framework develops capability in patient experience (evolution) at the level of the individual clinician, manager, team, department and organisation.

By the end of this workshop, you will learn:

Experience:

How to understand, measure and capture the experience. Define what is the patient experience (by providers, and by patients) and the patient journey. Learn the various channels used to gather patient feedback, measure Patient Reported Experience Measures (PREMs) and the importance of real-time feedback.

Emotions:

Understand the patient’s emotional pain points and delights. The science behind patient emotions, experiences and memories, the difference between patient experience and patient expectations and how providers gain value from compliments, complaints, comments and patient stories

Engagement:

How to engage front-line staff, clinicians and management in the change process. Learn how to lead a transformation of patient experience – high level strategies and practical tools and tactics. Learn how providers gain clinician and staff buy-in, and response, to patient experience measurement and improvement. Appreciate common challenges - limited resources (time, budgets and staffing). Understand the effect of staff attitudes, behaviours and the value of empathy and compassion

Execution:

Implementation strategies and solutions to improve the experience. How providers can deal with common process issues, practical communication techniques that engage the patient, family member and caregiver

Excellence:

How to redefine success and develop accountability to patient-centered KPI’s. Case studies of organisations who have ‘been there, done that’ and achieved better experience, health outcomes and other benefits

Evolution:

How to ensure a sustainable, repeatable process for improvement into the future. Learn about technologies used to transform patient experience, provide real-time feedback and shape the future of the patient experience.


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Date and Time

Location

The Platform Perth

256 Adelaide Terrace

#3

Perth, WA 6000

Australia

View Map

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