Enhancing Patient Experience

The Benefits

Enhancing Patient Experience™ will enable participants to tune into what makes a great patient experience. This tool is for organisations that appreciate and understand that disruption is required for real change and improvements to happen. Enhancing Patient Experience will cause participants to challenge themselves, each other and the organisation. But in doing so, it will stimulate solutions that the organisation can harness to make positive changes.

What Enhancing Patient Experience Can Achieve

By the end of this workshop participants will:

- Be able to define the components parts to deliver a great patient experience;
- Describe personal and team changes that they will take responsibility for;
- Make positive suggestions and solutions to enhance the patient experience across the organisation.

The objective is for everyone to have patient experience at the core of your organisation.

We recommend up to 15 people in a session split into teams. The teams navigate around the board by responding to questions and case studies, gaining points along the way.. Some of the questions are generic to explore principles that are transferable, other questions are created for your organisation (to drill down on specific issues which are pertinent to making changes that can have a big impact on improvements).

June Hampton

June Hampton

June Hampton has over 30 years experience in healthcare, as well as working in independent, public and private sector roles. She has vast experience facilitating courses focused on complaints management, customer experience, patient experience, leadership and management development.

June has a strong strategic background in Quality and Clinical Governance and has held lead roles focused on enhancing the patient experience. She is a former Divisional Quality Manager with Nuffield Hospitals where she had responsibility for patient experience, quality improvement and clinical governance in 12 hospitals.

Discover more about June.

Helping North West Ambulance Service deliver awarding patient experience.

The Challenge
North West Ambulance Service (NWAS) approached AKD as they wanted to improve the patient experience through better consultation and engagement with their patients. Having already benefited from our popular Enhancing Customer Experience course, they knew we could help them deliver a solution that was both effective and innovative.

What We Did
AKD worked with NWAS to create bespoke content that met their specific organisational objectives. This included creating a range of customised questions, amending the learning map to reflect their unique challenges and adding the NWAS logo to personalise it for them.

Outcomes
Following the initial trial of “Enhancing Patient Experience” we received very positive feedback from focus group meetings. These had included a diverse range of users including young people, different cultural groups, groups with learning disabilities, blind participants and even older patients with mobility and physical limitations.

NWAS also promoted the training tool internally within their organisation and externally at staff forums, AGM’s, executive meetings and at their open days events.

Overall feedback was that Enhancing Patient Experience was enjoyed at all levels. They were also impressed by the flexibility of the tool, which had allowed them to develop a case study card to help patients’ understanding of the services provided to them as well as gaining feedback on how the services could be improved.

Winning the “Outstanding Patient Experience Innovation 2012” award at the Patient Experience Network National Awards was confirmation of the success of this creative learning and consultation experience.

If you would like to discuss Enhancing Patient Experience™, please call us on +44 (0)845 519 3839 or complete the form below.

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