Abstract

 In light of the rapid transformations within the healthcare sector, the quality of services is no longer measured solely by clinical outcomes. Patient experience has become a central pillar in evaluating institutional performance, sustainability, and organizational excellence.

This lecture focuses on the transition from understanding patients’ needs and expectations to building a healthcare system capable of delivering a comprehensive, human-centered experience. It does so through practical concepts, real-world experiences, and modern applied tools that integrate human-centered care, design thinking, teamwork, and innovation.

The session includes a blend of interactive lectures, workshops, case studies, and Patient Experience Journey Mapping, ensuring practical, hands-on learning that can be applied across various healthcare settings.

Learning Objectives

By the end of the lecture, participants will be able to:

• Identify the key concepts and dimensions of patient and customer experience in healthcare.
• Clarify the role of leaders and staff in enhancing and improving patient experience.
• Identify practical tools and strategies for implementing human-centered care principles.
• Understand the importance of effective communication and its role in improving patient experience.
• Recognize the positive impact of patient experience on organizational performance and healthcare service quality.
• Identify the most important patient experience standards and measurement tools used in service improvement.
• Apply design thinking methodology practically to analyze and improve patient experience in healthcare.
• Review best practices and innovative, technology-driven initiatives in the field of patient experience.
• Discuss the roles and strategies of leading global organizations in improving patient and customer experience, such as Disney, Ritz-Carlton, Starbucks, and Cleveland Clinic.

Expected Outcomes 

• Develop a comprehensive and in-depth understanding of patient experience as an organizational approach rather than a standalone activity.
• Gain the ability to analyze the patient experience journey and identify pain points and improvement opportunities.
• Apply design thinking principles in designing and improving healthcare services.
• Enhance effective human-centered communication skills with patients and their families.
• Generate practical, applicable ideas and initiatives to improve patient experience in the workplace.
• Strengthen a culture of teamwork, empowerment, and innovation in healthcare service delivery.

 Agenda:

1st Day (From 02:00 PM – 08:00 PM)

2nd Day (From 11:00 AM – 05:00 PM)

Registration Fees:

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