Workshop – IPXC – Indonesia
POST-CONGRESS WORKSHOP
FRIDAY, 19TH SEPTEMBER, 2025
PATIENT EXPERIENCE FOUNDATION TRAINING AND CERTIFICATION – ACCELERATED
(WORKSHOP BY PICKER INSTITUTE & CXSA)
| CONDUCTED BY | CERTIFIED WORKSHOP BY | ||
Phil Stylianides Chief Operating Officer Picker Institute |
Charles Bennett President & CEO CXSA Middle East |
Hassan Mohammad Co-founder & Chief Growth & Innovation Officer CXSA Middle East |
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Workshop Overview:Patient experience is emerging as a key differentiator in the healthcare sector, especially with privatisation playing a pivotal role in the rapid transformation of healthcare services internationally. The Fast-Track Patient Experience Foundation (PXF) training and certification programme is designed to provide critical knowledge, inspiration and skills to experienced and emerging patient experience professionals in Patient and Staff Experience. The fast-track programme covers the core building blocks in PX such as definitions, history and impact of PX as well as more advanced techniques to help you move from continuous improvement to creating innovative solutions & differentiation for strategic impact. |
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Key TakeawaysThe programme is designed to help PX professionals to build core competencies in the following key areas: A) Insights & Research: Understand their patient and staff needs, pain & motivations deeper and quicker than using traditional research methods using design research and AI B) Power Skills & Strategic Communication: Equip them with Power skills such as Strategic Communication, Empathy & Storytelling to manage difficult stakeholders and showcase real business value C) Journey Design & Innovation: Build human-centred design skills to map journeys to identify quick wins for incremental improvement and strategic differentiation |
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CORE CONCEPTS COVERED
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Defining Patient Centricity & Experience vs. Patient Centricity & Experience
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Strategic Impact with supporting case studies
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Core Competencies for creating a Patient-centric Healthcare Organisation
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Strategies for developing a patient-centric mindset throughout the entire workforce
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Building a movement and highly engaged & motivated work culture
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Best Practice vs. Next Practice
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Your Role, Maturity & Roadmap for Patient Experience success
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Agenda Topics:
1. Definitions, Core Competencies & History & Evolution of PX as a discipline: Understanding the foundation of Patient Experience and the principles that drive exceptional patient care.
2. Design Research for Patient and Staff Insights: Unlocking the power of human-centred design research to understand patient & staff needs deeper than what they would tell you
3. Journey Mapping and Design: Level 1
Using Level 1 Journey Mapping to identify gaps, uncover pain points and identify opportunities for innovation & improvement in a rapid, agile way.
4. Patient Experience and Staff Experience Maturity: Understand how to assess your current Maturity Levels and create a Roadmap for Strategic Change.
5. Measures of Success: Identifying key metrics and indicators to measure the success of Patient Experience initiatives.
CPD Accreditation:
This workshop is accredited for Continuing Professional Development (CPD), meaning that attendees can earn CPD points by participating. CPD is essential for professionals to maintain their knowledge and skills, and this workshop ensures that participants stay up-to-date with the latest trends, strategies, and best practices in Patient Experience. This accreditation is globally recognized and supports personal and career development for healthcare professionals, patient experience experts, and organisational leaders.
Differentiation Points:
1. Globally Recognised Certification Tailored for the Global Region: The Fast-Track Patient Experience Foundation Certification workshop is part of a globally recognised certification, providing credibility and a structured approach to patient experience management.
2. Hands-on Learning Approach: Delegates are not just presented with theories but engage in real-world scenarios and case studies, making the learning experience practical and immediately applicable to their work environment.
3. Employee Experience Integration: The workshop highlights the crucial role of employee experience in shaping the overall patient experience, emphasizing that motivated and passionate employees lead to better patient outcomes and experiences.
IPX Congress – UAE 2024 Workshop
Workshop A
Enhancing Emergency Care for Older Adults: Strategies for Optimal ECOP
(09:00Hrs – 12:30Hrs)
Workshop Overview
In emergency departments worldwide, a silent challenge looms – the care of older adults in crisis. With aging populations, providers face complexities requiring tailored approaches beyond traditional protocols. Imagine an elderly individual, frail and disoriented, arriving at the ER following a fall. Amidst chaos, subtle nuances may be overlooked, risking timely intervention.
Enter our workshop: “Enhancing Emergency Care for Older Adults: Strategies for Optimal ECOP.“ Designed to address gaps in geriatric emergency care, it empowers professionals to navigate complexities confidently. Through interactive sessions, participants unravel age-related pathology and learn comprehensive geriatric assessment, tailoring interventions to individual needs. Collaboration is key; interdisciplinary teamwork and effective communication ensure holistic care delivery.
By workshop‘s end, participants emerge as champions of geriatric emergency care, armed with knowledge and compassion to navigate complexities. Together, we pave the way for dignified care, even in the emergency department chaos.
Learning Objectives
- Understand age-related physiological changes impacting emergency care.
- Implement evidence-based strategies for geriatric assessment in emergencies.
- Apply interdisciplinary approaches for managing complex geriatric cases.
- Enhance communication techniques for effective interaction with older patients.
- Develop protocols for optimizing transitions of care for elderly patient’s post-emergency.
Workshop Methodology
- Analyze and discuss real-life scenarios.
- Practice communication and empathy skills.
- Collaborate in problem-solving activities.
- Practice emergency scenarios with simulations.
- Engage in discussions with geriatric experts.
Workshop leader:
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Workshop B
Mastering Communication Skills with Patients Empowering Healthcare Professionals for Effective Patient-Centered Care
(13:00Hrs – 16:30Hrs)
Workshop Overview
Step into the world of healthcare where every interaction holds the potential to shape a patient‘s journey. Within these encounters lies a crucial element often underestimated – effective communication. Picture a hospital bustling with activity, where doctors, nurses, and allied health professionals navigate complex medical landscapes. Yet, amidst the flurry, the essence of patient-centered care often hinges on the ability to communicate with empathy, clarity, and compassion.
Our workshop is a journey into the heart of healthcare communication. It‘s a narrative of understanding, where participants embark on a quest to unlock the secrets of meaningful dialogue. Through immersive experiences and shared anecdotes, we delve into the art of active listening, empathetic engagement, and skillful information delivery. From the tender reassurance of a nurse to the reassuring expertise of a physician, every word spoken carries profound significance in shaping patient experiences.
Learning Objectives
- Understand the importance of effective communication in healthcare settings.
- Develop active listening skills to better understand patient needs and concerns.
- Enhance empathy and rapport-building abilities for improved patient trust and satisfaction.
- Learn techniques for delivering information clearly and compassionately to patients.
- Practice communication strategies for addressing difficult or sensitive topics with patients.
Workshop Methodology
- Role-Playing Scenarios
- Small Group Discussions
- Communication Skills Workshops
- Feedback Sessions
- Case Studies
Workshop leader:
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5th Annual International Patient Experience Symposium Masterclass
Pre-Event Masterclass
Wednesday, 17th May 2023
08.00 hrs. – 16.00hrs.
Improving outcomes and experience for older people living with frailty
Key learning objectives of this masterclass:
- Learn about the development and delivery of the Acute Frailty Network and the evidence base for frailty interventions in acute care settings.
- Understand the importance of shared decision-making in frailty.
- Appreciate the role of Experience-Based Design in improving frailty pathways.
- Explore practical and sustainable improvements in service provision by involving patients in the quality improvement process.
Workshop Leaders:
This workshop will be delivered by Professor Simon Conroy and Mrs Deborah Thompson, who have led the development and implementation of frailty improvements across the UK and Ireland.
Masterclass Overview:
Did you know that systematic reviews have consistently shown that Comprehensive Geriatric Assessment (CGA) delivered to older people in acute care reduces admission to long-term care and saves lives? Yet, despite being supported by several international expert reports, CGA is not routinely available for older people admitted to the hospital in many countries.
In England, significant efforts have been made to support and promote CGA in acute care settings, resulting in the establishment of the Acute Frailty Network (AFN) in 2015. The AFN is the largest international quality improvement collaborative (QIC) focused on acute care for older people.
Building upon this evidence base, the Hospital Wide CGA (HoW-CGA) study engaged stakeholders, including patients and the public, to develop an evidence-based clinical toolkit to embed frailty-attuned care processes. However, the evaluation of pilot sites showed limited progress due to the volume of work involved and the interaction with existing procedures, policies, and norms. To enhance the intervention’s impact, the authors suggested supporting implementation through a Breakthrough Series Collaborative, leading to the creation of the Specialized Clinical Frailty Network (SCFN) in 2018.
Both networks prioritized patient experience and outcomes. The Acute Frailty Network spearheaded the use of Experience-Based Design (EBD) to improve the care of older people living with frailty who present to the hospital acutely unwell. The SCFN combined the How-CGA study’s learnings with robust implementation support to implement frailty-attuned pathways in specialized services.
This symposium, embedded within the international EBD conference, will explore the development and delivery of the AFN and SCFN and the role of shared decision-making and EBD in frailty pathways.
Join us for a transformative learning experience with Professor Simon Conroy and Mrs. Deborah Thompson, pioneers in the development and implementation of frailty improvements, across the UK and Ireland.
Supporting Partner
Workshop Lanyard Partner
4th Annual International Patient Experience Symposium Masterclass
Pre-Event Masterclass A
Co-creation – Consumer Engagement Which Can Drive Healthcare Patient Engagement & Advocacy
20th February 2022 | 10:00– 12:30 hrs. GST
LED BY
Christina Ioannidis, CEO | Aquitude Group – The Engagement Agency
The current CoVid19 pandemic has strained physicians, caregivers and patients. However, this is also a critical time to establish collaborative partnerships so as to amplify the voices of patients and their families and lay the foundations for a post CoVid19 world. These partnerships will not only enhance clinical outcomes but can also improve operational efficiencies.
In this session, delegates will discover:
- Patient Engagement and how it improves clinical outcomes
- Why Families are just as critical as patients in the CoVid PX journey
- Co-creation Framework: defining the secret sauce to executing effective Patient and Family engagement
- The KPIs which are mostly affected by developing a collaborative Patient – Family partnership
Pre-Event Masterclass B
Patient Engagement Strategies & Measurement
20th February 2022 | 14:00 – 16:30 hrs. GST
LED BY
Christina Ioannidis, CEO | Aquitude Group – The Engagement Agency
Patient experience is more than just a hot topic; it is an imperative requirement for healthcare organisations looking to thrive in the era of CoVid19. Embedding Patient-centricity requires a strategic mindset combined with flawless tactical execution. This intensive virtual programme will offer delegates a deep dive into the intricacies of delivering patient experience with a razor-sharp focus on execution and measurement.
In this session, delegates will discover:
- Patient mindsets by touch-point and how they impact clinical outcomes
- The Ideal Service Recovery framework: the ultimate approach to turning negative into positive conversations
- Data-Balanced PX: Leveraging Operational + Experiential Data Points
- The ultimate Experiential KPIs: how the Net Promoter Score trumps Patient Satisfaction
- Why the Patient Effort Score is a critical tool in the PX arsenal
Post-Event Masterclass A
Ultimate Patient Experience Transformation Playbook
24th February 2022 | 10:00– 12:30 Hrs. GST
LED BY
Christina Ioannidis, CEO | Aquitude Group – The Engagement Agency
Patient experience is more than just a hot topic; it is an imperative requirement for healthcare organisations looking to thrive in the era of CoVid19. Embedding Patient-centricity requires a strategic mindset combined with flawless tactical execution. This intensive virtual programme will offer delegates a deep dive into the intricacies of creating a Patient-Centric organisation. Relevant for all players in the healthcare value-chain, delegates will benefit from understanding the step-by-step framework they can follow to create deeper patient-centric cultural change within their organisations in the era of CoVid19.
In this session, delegates will:
- Understand what Patient Experience is and why it is important for patients and healthcare providers
- Deep dive into the impact of CoVid19 on Patient Experience and its long-term implications available to achieve patient engagement
- Discover a 7-step PX framework for defining and embed a Patient-Centric culture for their organisation
- Learn the latest tools to drive patient-centricity and break organisatonal silos
- Set the optimal Patient-Centric Key Performance Indicators to drive their organisational results
Post-Event Masterclass B
Empathy in Healthcare Masterclass
24th February 2022 | 14:00– 16:30 Hrs. GST
LED BY
Christina Ioannidis, CEO | Aquitude Group – The Engagement Agency
Empathy has been proved to increase organisational effectiveness and improve clinical outcomes. This intensive virtual training course is designed to help healthcare professionals develop a deeper level of communication to approach difficult and sensitive conversations with patients, carers, families, and colleagues with empathy. Delegates will develop a deep psychological understanding of themselves and others to best communicate with compassion.
In this session, delegates will:
- Develop an understanding of how empathy and emotional awareness underpins effective healthcare
- Learn to identify and understand empathically-focused thinking and compassionate caring
- Develop strategies to perform with empathy in order to prevent burn out and improve individual and team resilience
- Appreciate empathetic narrative medicine through practice and how to use these narrative medicine skills for patient rapport and engagement
- Obtain a tool-kit of strategies for empathetic communication to facilitate staff well – being and productivity