Set a realistic target state for patient satisfaction and experience and a defensible route to it.
Building Strategies to Measure Patient Satisfaction and Improve Their Experience
A structured, applied course in patient satisfaction and experience — designed to be used the week you return.
📍 Cairo🗓️ 5 training days📚 4 modules🎓 Accredited certificate
5intensive training days
4scientific modules
8training sessions
32detailed points
Course Overview
The cost of poor quality in patient satisfaction and experience is rarely visible in any single budget line. Variation in satisfaction and experience is the enemy; averages conceal it. Most organisations already have a policy on the quality and productivity management capability; far fewer can show it working. Comparative studies of patient satisfaction and experience across sectors find the same handful of failure points recurring. Participants come from operational and oversight roles, and both perspectives on the quality and productivity management discipline are used deliberately. The course gives participants a defensible structure for satisfaction and experience and the judgement to adapt it. Sessions alternate between guided analysis of patient satisfaction and experience and supervised application. They acquire practical criteria for judging when satisfaction and experience is working and when it is only appearing to. Participants leave with a plan for this part of quality and productivity management sized to what their organisation can realistically absorb.
Expected Learning Outcomes
Build capability in root cause analysis across the team handling satisfaction and experience.
Anticipate the objections that patient satisfaction and experience will attract internally and answer them in advance.
Measure productivity in satisfaction and experience without incentivising the wrong behaviour.
Define the scope and boundaries of patient satisfaction and experience so that responsibility for it is unambiguous.
Reduce waste and non-value-adding steps in satisfaction and experience.
Design control plans for patient satisfaction and experience that detect deviation early.
Who Should Attend
Internal auditors examining patient satisfaction and experience.
Team leaders and supervisors who put satisfaction and experience into practice day to day.
Continuous improvement specialists working on patient satisfaction and experience.
Process and industrial engineers redesigning satisfaction and experience.
Training and development staff building internal capability in patient satisfaction and experience.
Training officers building problem-solving capability in satisfaction and experience.
Course Modules
Patient satisfaction and experience: control plans, sampling and acceptance
2 sessions · 8 pointsSession 1Closing out patient satisfaction and experience and capturing what was learned
- Write standard work for patient satisfaction and experience with the people who perform it.
- Check that satisfaction and experience still works when volumes rise unexpectedly.
- Identify non-value-adding steps in patient satisfaction and experience and remove them.
- Check that records of satisfaction and experience answer the questions likely to be asked.
Session 2Agreeing what good actually means for satisfaction and experience
- Review whether patient satisfaction and experience is aligned with the objectives of the operating process.
- Choose productivity measures for satisfaction and experience that do not reward shortcuts.
- Agree what will be standardised in patient satisfaction and experience and what will not.
- Identify single points of dependency in satisfaction and experience and reduce them.
Satisfaction and experience: internal audit and certification evidence
2 sessions · 8 pointsSession 1Benchmarking satisfaction and experience without flattering yourself
- Set sampling for patient satisfaction and experience on statistical grounds, not on habit.
- Write down the assumptions underpinning the approach to satisfaction and experience.
- Agree the indicators that will show whether patient satisfaction and experience is improving.
- Anticipate the objections satisfaction and experience will raise and prepare the answers.
Session 2Sampling satisfaction and experience on evidence rather than convention
- Confirm that reporting on patient satisfaction and experience reaches the people who can act.
- Define quality for satisfaction and experience in terms the customer would recognise.
- Arrange the handover of patient satisfaction and experience so capability survives staff changes.
- Agree the smallest change to satisfaction and experience that would be visibly useful.
Satisfaction and experience: benchmarking and continual improvement
2 sessions · 8 pointsSession 1Testing satisfaction and experience before relying on it
- Link the improvement in patient satisfaction and experience to a financial figure leadership recognises.
- Collect evidence on the present handling of satisfaction and experience before proposing changes.
- Benchmark patient satisfaction and experience against a comparable operation and record the gap.
- Define the trigger that would require satisfaction and experience to be redesigned.
Session 2Finding the variation that matters in patient satisfaction and experience
- Design the internal audit schedule covering patient satisfaction and experience.
- Build a control plan for satisfaction and experience identifying what is checked, when and by whom.
- Set the review cadence that sustains gains in patient satisfaction and experience.
- Prepare the summary of satisfaction and experience that senior management will read.
Satisfaction and experience: waste, flow and productivity
2 sessions · 8 pointsSession 1Moving satisfaction and experience from approval to execution
- Record what was tried on patient satisfaction and experience and did not work, and why.
- Measure current variation in satisfaction and experience before attempting improvement.
- Establish the boundary of patient satisfaction and experience and record what sits outside it.
- Train the team handling satisfaction and experience in the problem-solving method being used.
Session 2Removing steps from satisfaction and experience that add no value
- Calculate the cost of poor quality attributable to patient satisfaction and experience.
- Assemble certification evidence for satisfaction and experience as work proceeds, not before the audit.
- Record what was learned when patient satisfaction and experience did not go as planned.
- Apply structured root cause analysis to the top defect in satisfaction and experience.
Choose the package that suits you
Silver Package
At least 3 people
USD1,250
- Workshop or Program Participation
- Airport Transfers
- Customized Badge
- Expert Mentorship (Private Sessions)
- Supervision & Secretarial Services
- Accredited Certificate of Participation
- Complete Training Kit
- Coffee Break
- Closing Ceremony
Gold Package
At least 3 people
USD1,850
- 5-night stay in a 5-star hotel
- Workshop or Program Participation
- Airport Transfers
- Customized Badge
- Expert Mentorship (Private Sessions)
- Supervision & Secretarial Services
- Accredited Certificate of Participation
- Complete Training Kit
- Coffee Break
- Closing Ceremony
Complete your registration
We will contact you within one business day to confirm.