Post Congress Masterclass: Developing Staff Retreats from A to Z

5th October 2022 | 09:00 – 12:30 hrs. Saudi Arabian Time.

Conventional training has been a part of healthcare for a very long time. In this setting, there is an instructor where the content is provided to participants by a monologue or by interaction with the participants. Still, having interactions might not have the desired impact on participants given the fact that participants are either in a passive or a semi passive mode contributing to the training. Imagine a training program where participants have the main role, actively participating to intentionally developed exercises where they find the opportunity to put themselves into the shoes of patients, their families, peers in the same department and colleagues at other departments.

Learning Outcomes

  • During this master class participants will:
  • Learn the planning phase of a staff retreat with sequences tied together
  • Understand the nature of debriefing after each exercise making the tie to Person Centered Care
  • Be exposed to an exercise where they will be able to put themselves into patients and families
  • Be knowledgeable about how to plan, conduct, measure staff retreats.

Masterclass Leaders

Ilkay Baylam
Associate Director, Engagement Strategies
Planetree International



Post Congress Masterclass: How to Improve & Standardize Patient-Centred Care
5th October 2022 | 09:00 – 12:30 hrs. Saudi Arabian Time.


How Patient-Reported Outcome Measures & Patient-Reported Experience Measures contribute to enhance patient-centered care?

Quality of care is defined as “the degree to which healthcare services for individuals and populations increase the likelihood of desired outcomes and are consistent with current professional knowledge”.

Care systems can make improvements to each of the six identified dimensions of quality of care:

  • Effectiveness: providing care that is based on scientific knowledge and that is relevant to the health needs of individuals;
  • Safety: providing care while avoiding any harm to the health of patients as far as possible;
  • Timeliness/accessibility: providing the required care at the right time, within a reasonable period of time, delivered by services located at reasonable geographic distances;
  • Patient-centeredness/responsiveness: providing care that is respectful, taking into account individual patient preferences and values;
  • Efficiency: providing care making the best use of available resources;
  • Equity: providing quality care for all, without any difference based on personal characteristics such as gender, ethnicity, geographic location and economic status.

Measuring quality of care is a prerequisite for defining actions to be implemented and demonstrating
progress of improving the service delivered to patients. Three types of measures are used to assess quality of care as perceived by patients, using different tools: Patient-Reported Outcome Measures (PROMs) for care outcomes, Patient-Reported Experience Measures (PREMs) for the care experience and patient satisfaction. Useful on an individual and collective level, patient-reported quality of care measures are increasingly employed in routine clinical practice, but they are still relatively little known, which justifies this workshop.

Workshop learning objectives:

  • The definition of patient-reported outcome measures (PROMs) and patient reported experience measures (PREMs)
  • How PROMs and PREMs contribute to Patient-Centered Care
  • How PROMs and PREMs fit into the continuous improvement of Quality of care
  • How to cope with barriers and facilitators related to collecting, reporting, and using PROMs and PREMs
  • How healthcare providers can / and will be engaged in the deployment of CHI’s Patient-Reported Measurement Strategy

Masterclass Leaders

Nora Almuflih
Customer Experience Senior Specialist
Counsil for Health Insurance
(Saudi Arabia)
Danny Hage
Senior Advisor – Customer Experience
Council for Health Insurance (Saudi Arabia)

As part of the Outreach program from the Customer Experience team of the Council of Health Insurance (CHI) Nora Almuflih & Danny Hage like to share and debate the current and future vision to standardize the program on measuring the voice of the patient.



Post Congress Masterclass: Co-Design Patient Journey with Partners (patients/ healthcare providers)
5th October 2022   | 14:00 – 16:30 hrs. Saudi Arabian Time.

Healthcare organizations have experienced and developed a standard for patient experience levels at different levels. Many organizations are struggling with patient engagement methods on how to make them in place. Measuring the patient experience through tools could be eye-opening to study the root cause analysis and understand the priorities and factors that improve patient experience at the facilities and services. The development of co-design approaches in healthcare contexts is rooted in the increasing involvement of designers – and use of design approaches – within healthcare systems and organisations. This master class aimed to patriciate in activities with more consideration at co-production processes through an examination of (a) the beginnings and development of co-design and (b) the recent application of comparable practices in the context of increasing the quality of healthcare services. These could especially highlight possible advantages and hazards from “scaling up” co-design as an intervention to improve the provision of public services, as well as provide suitable and robust modes of both summative and formative evaluation.

Participants will discover that success means you must:

  • Analyze the current situation of the service system.
  • Observe patient journey by shadowing method.
  • Co-design the patient journey: craft the journey toolkit, interview, and synthesize;
  • Evaluate the patient journey for integrated service design.

Masterclass Leader:

Mecciya Majrashi

Saudi Patient Experience Club & Cancer Survivor