Attend Masterclass
(10:00– 12:30)
Today’s patients have high expectations that are strongly influenced by experiences as diverse as staying at a luxury hotel or buying a new iPhone at an Apple store. They expect that healthcare facilities will be comfortable and accessible, that healthcare professionals will be knowledgeable and compassionate, and that their treatment journey will be smooth, timely, and tailored to their personal needs. There is a growing body of evidence, moreover, that better patient journeys lead to greater satisfaction, higher revenue growth and improved clinical outcomes.
A patient journey map is a visual tool that helps tell the story of their experience of receiving care and this Masterclass is for anyone who wants to be able to use patient journey mapping to see the patient’s entire journey, from beginning to end, through his or her own eyes, in order to understand how to meaningfully improve that experience.
There will be case studies illustrating how patient journey mapping has been successfully used to improve patient experiences of many different types of care, including both inpatient and outpatient services, virtual consultations and encounters with individual staff. We will also consider the challenging journeys faced by patients with long-term conditions as well as those who are cared for by multiple healthcare providers.
Learning Outcomes:
As a result of this masterclass you will be able to:
- Understand why the patient journey matters and how it influences satisfaction, revenues and outcomes,
- Define the many types of information that can be included in a patient journey map – including the clinical, transactional, psychological and emotional experiences of patients, families and caregivers,
- Review a patient journey map, identify improvement opportunities and then redesign care to better meet patient’s needs and expectations.
All participants will automatically receive an IHLM Digital Certificate of CPD Completion and free access to the extensive online resource library that accompanies this Masterclass.
Led By
Benedict A. Stanberry
Principal | IHLM (UK)
(14:00 – 16:30)
Exhaustion. Disengagement. Fear of blame. Guilt for not providing better care. These are familiar feelings for many healthcare professionals. Even before the pandemic, stress and burnout were highly prevalent among healthcare staff. Now, the Covid-19 crisis has further diminished the mental health and wellbeing of caregivers: compromising their ability to deliver care that is as empathic,
compassionate and responsive as their patients need and deserve. This evidence-based Masterclass will therefore showcase a wide range of practical strategies and initiatives that healthcare leaders at every level, from the bedside to the boardroom, can use to nurture healthier workplace relationships and build better working environments.
Through extensive case studies you will explore the drivers of staff engagement in healthcare and discover how and why patient experience is closely correlated with staff well-being and satisfaction. You will learn how to identify the daily impediments that affect the psychological safety of your colleagues and team members, and how to develop creative solutions to common day-to-day problems such as time pressure, chaotic environments, lack of control over the pace of work, and family responsibilities.
Despite receiving worldwide admiration for their skill, bravery and resilience during the pandemic, the recognition that most caregivers crave is simply to feel they are valued by the organisations that employ them. This Masterclass will help you make significant steps towards addressing that important need.
Learning Outcomes:
As a result of this masterclass you will be able to:
- Describe the main factors that affect the motivation and engagement of healthcare staff,
- Understand what causes the strong correlation between staff satisfaction and patient experience,
- Explore, with colleagues and team members, what matters to them and understand what prevents them finding greater enjoyment and satisfaction in their work, and
- Implement appropriate strategies and initiatives with which to improve staff wellbeing and reduce burnout
All participants will automatically receive an IHLM Digital Certificate of CPD Completion and free access to the extensive online resource library that accompanies this Masterclass.
Led By
Benedict A. Stanberry
Principal | IHLM (UK)