Delivering a Positive Patient Experience in Healthcare for Improved Outcomes

Designing a Human-Centred Patient Experience Masterclass 

 
An interactive two-day masterclass, lead by expert facilitator Shelley Thomson a sought after authority on designing and delivering a human-centred patient experience; this masterclass will help you to:
 
  • Identify the department and organisation benefits beyond improved health outcomes of patient-centred care
  • Deep-dive on the fundamentals of designing and providing a positive patient experience, including patient journey mapping
  • Develop a strategy to leverage the opportunity that is patient-centred care
 
VIEW AGENDA 
 
This intensive programme will offer you a deep dive into understanding the intricacies of designing and developing positive and seamless patient experience within healthcare that deliver better patient outcomes, increase employee engagement and increase value across the organisation and brand reputation within your community, and the healthcare industry.
 
Armed with your pre-event assessment in reviewing your organisation’s current person-centred maturity status, you will benefit from hands-on, practical guidance in developing journey maps, selecting appropriate metrics and using various tools and techniques available to understand how to enrol your patients, team members and managers to deliver exceptional patient experiences.

 
Learning Objectives:
  1. Putting patient-centred care theory into practice to build staff and patient engagement for better outcomes 
  2. Demystify the patient-centred journey approach to identify the true benefits to assist and in developing solid reasonings and strategies for implementation
  3. Defining what Patient Experience means for your team, department or organisation and in establishing a Patient-centred care focus
  4. Identify the six stages of patient-centred maturing and diagnose where your organisation is and what it needs to evolve
  5. Identify outdated and inefficient processes, rules and systems which may be barriers to delivering a positive patient experience
  6. Aligning your team, department or organisations resources and metrics around a common cause – the patient
  7. How to make patient outcomes the focus to maximise value and patient experience 
  8. Understanding the tools and techniques to put the human back into the delivery of patient experience for better healthcare and organisational outcomes
 
ACCESS THE BROCHURE 
 
 
BONUS
Prior to your attendance at the masterclass, all delegates will gain access to a self-assessment tool to explore your organisation’s current patient-centred maturity status.
 
PLUS ALL ATTENDEES RECEIVE A COPY OF SHELLEY'S BOOK 
 
 
 
 
 
 

EXPERT FACILITATOR

Shelley Thomson

Director and Respected Authority on Patient Experience

Experience 360

Shelley Thomson is a patient experience consultant, author, speaker and expert facilitator. Her patient experience journey began in the trenches, with a career starting as a nuclear medicine technologist and sonographer. She soon discovered that she had a talent for business. So she accepted a management role with Philips Healthcare and helped them grow to 52% market share. While working with Philips, Shelley recognised the role that excellent customer service has on building and growing business reputation - and putting customers first is the key. This realisation took her on a three-decade-long journey, which led to the launch of her consultancy, Experience 360.
 
Shelley has a passion for optimal wellness and decades of experience in clinical, operational and corporate healthcare. She partners with health service leaders to focus on the patient’s journey and optimise experience delivery; transforming the health system focus from volume to value-based care. 
 
Shelley has been responsible for the facilitation and delivery of collaborative, integrated, patient-centred service solutions to deliver improved outcomes across both the Public and Private sectors. Her client engagements include primary health organisations, specialists, allied health, hospitals and aged care. She uses this experience to optimise the alignment to client outcomes, inform her recommendations, and provide insight; including bringing together the primary health care and hospital systems to facilitate collaboration that leads to patient experience improvements, identification of system interoperability opportunities and better health outcomes for the community

ENDORSED BY

The Australian Healthcare and Hospitals Association (AHHA)

View all Partners

WHY ATTEND          

  • This interactive, driven masterclass offers deep-dive sessions and practical guidance on designing and implementing a positive patient experience; addressing common organisational barriers, best practice strategies and real-world learnings 
  • Delegates will gain insights into their department or organisation progress on the transformation journey and develop a clear plan to continue their evolution 
 

WHO SHOULD ATTEND

For healthcare leaders and professionals, who want to be exposed to global best practice and learn the newest tools, techniques and methodologies of patient-centred maturity models, patient experience design and journey mapping. It is for professionals in:
  • Operations 
  • Patient Experience 
  • Digital Health 
  • IT
  • Quality 
  • Marketing 
  • Patient Services
 
 

TESTIMONIALS

TEAM DISCOUNTS

Attend in a group and earn discounts


SEND 3 DELEGATES AND RECEIVE 5% OFF

SEND 4 DELEGATES AND RECEIVE 10% OFF

SEND 5 DELEGATES AND RECEIVE 15% OFF

5%OFF 10%OFF 15%OFF