Workshop A

THE POWER OF EMPATHY IN HEALTHCARE: ENHANCING PATIENT AND STAFF EXPERIENCE

Total Workshop Time: 3 Hours

Conducted By:

Ruth Evans Ruth Evans
Principal Patient and Employee Experience Consultant
Picker Institute

Certified Workshop By:

Picker Institute

Picker Institute

Workshop Objectives:

  • Define empathy and its role in healthcare.
  • Understand the importance of empathy for patients, staff, and healthcare quality.
  • Explore the link between empathy, person-centered care, and The Picker Principles.
  • Develop practical empathy skills and real-world examples.

Workshop B

INSIGHTS TO VALUE: PX DESIGN FOR STRATEGIC INNOVATION

Total Workshop Time: 3 Hours

Workshop Overview:

Patient Experience Design goes far deeper than traditional data analysis. It is a rigorous & continuous loop of research, ideation, prototyping, and implementation, leading to strategic value and differentiation.

It examines both the ‘’front stage’’ and the ‘’back stage’’ that make up delivery of a healthcare system or service. This gives you the ability to increase revenue growth, create differentiated brand value, reduce cost and deliver at a decreased amount of risk.

This requires a shift in mindset and demands us to move away from desk based analysis and get our sleeves up & our hands-dirty. PX Design is everyone’s business, not just the PX department. We will use techniques & methods that are approachable, easily accessible & can be immediately applied for a wide range of stakeholders.

  • Design Research: Unlocking the power of human-centred design research to understand patient & staff needs deeper than what they would tell you.
  • Journey Mapping and Design: Level 1 Using Level 1 Journey Mapping to identify gaps, uncover pain points and identify opportunities for innovation & improvement in a rapid, agile way.
  • Patient Experience and Staff Experience Maturity: Understand how to assess your current Maturity Levels and create a Roadmap for Strategic Change.

CPD Accreditation:

This workshop forms part of the CPD accredited Patient Experience Foundation Certification Programme. Attendees can earn CPD points by participating. CPD is essential for professionals to maintain their knowledge and skills, and this workshop ensures that participants stay up-to-date with the latest trends, strategies, and best practices in Patient Experience. This accreditation is globally recognized and supports personal and career development for healthcare professionals, patient experience experts, and organisational leaders.