Melbourne | 9th and 10th December 2019

08:30 am Registration and Welcome Coffee | 09:00 am Course starts | 10:30 am Morning Tea | 12:30 pm Networking Lunch 
03:00 pm Afternoon Break  | 05:00 pm End of course 

In healthcare, the days of “business as usual” are over. And healthcare organisations that cling to today’s broken systems and stubbornly refuse to accept outside help will become dinosaurs. This session will provide a snapshot of the future of healthcare – it’s time for a fundamentally new approach:
  • Understand the lightning speed of change in healthcare to allow for better future planning to meet the changing demands
  • Communicate the organisational benefits for developing a patient-centred model of care to support the sustainability of an organisation
  • Deep-dive into the impact technology has on patients, clinicians and the broader healthcare environment to identify the challenges and opportunities
  • Identify the forces at play in the industry to prevent disruption for your organisation and mitigate risks
Contemporary models of care are required to transform the delivery of health services to a new way of working – maximising value for patients and making patient outcomes the primary focus. In this session, you will learn the core concepts of patient-centeredness, explore and contrast several different patient-centred care models and create a plan that supports your organisation’s efforts to be a patient-centred organisation.
  • Dissect patient-centred care and its core concepts for a holistic understanding of the theory
  • Identify patient-centred care models to compare and contrast to identify the benefits
  • Understand how patient and family centred care models impacts the patient experience 
  • Diagnose the barriers to delivering patient-centred care models and what this means for patients, their families, clinicians and organisation as a whole
The development of these models are not simple or easy to put into practice and can even be described as disruptive. In this session, Shelley will share her insights from years of working with healthcare organisations undergoing the process of patient-centred transformation. By understanding the commonalities found within healthcare delivery, a pattern emerges of the patient-centred transformation journey.
  • Master your understanding of the six stages of patient-centred maturity and their practical application for healthcare organisations
  • Understand how to recognise the steps each business takes to delivering human-centred care to develop a personalised strategy for implementation
  • Benchmark your progress against other organisations that are already on the journey to change to see where your organisation rates
Organisations face six important stages as they embark on the iterative journey to transform a patient-centred business model. In this session, Shelley shares she has learned time and time again that organisations can and do occupy more than one stage at any one time! And so, the ultimate success of the patient-centred transformation is defined by the reworking of many key business functions, processes and models, with each contributing to the evolution of the patient-centred maturity.
  • Understand and recognise the seven key attributes of high-functioning patient-centred organisations
  • Learn how to outline the key commonalities of each stage to help your organisation chart their unique course towards a desired future state.
  • Understand the extent and impact of current investment in determining your change stage against the maturity map
  • Aligning key resources and metrics around the patient to deliver better health outcomes
Gathering experiences from patients, families and staff through various mechanisms such as observations, interviews, and identifying touchpoints is having a positive effect on designing environments that better meet and exceed patient’s needs. In this session, you will learn an approach to systematically understand how to create, manage and deliver services and care to patients and their families for an improved patient experience.
  • Describe the concepts and basic approaches to practice experience-based design to begin to create a patient-centred strategy
  • Learn the principles of mapping patient journeys to unlock the opportunities for a positive experience
  • Understand how to use design thinking to examine the patient experience and inject the human perspective the execution
  • Develop a patient-experience journey map framework for your organisation to identify critical patient touchpoints
This session provides an opportunity to share a specific patient-centred challenge from your workplace and develop a strategy and apply learnings from the Masterclass to take back to your workplace.
  • Understand how to implement your learnings to instigate meaningful change
  • Develop a strategy to start your organisation’s change journey to design and delivery a positive patient experience