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.