Post-Congress Workshop

17th September 2025

WORKSHOP A

Certificate in Principles for Experience Excellence

Conducted By:

Stacy Palmer Stacy Palmer
Senior Vice President & COO
The Beryl Institute

Certified Workshop By:

The Beryl Institute

CEs : 8 PXEs

TOTAL WORKSHOP TIME: 8 HOURS
08:30 – 09:00 Registration
09:00 – 10:30 Workshop
10:30 – 10:45 Tea Break
10:45 – 12:30 Workshop
12:30 – 13:15 Lunch Break
01:15 – 18:00 Workshop
Grounded in the Guiding Principles for Experience Excellence, this certificate program introduces participants to the foundational strategic knowledge central to a comprehensive experience strategy. Learn how to assess your own organizational efforts and put these foundational ideas into action in achieving excellence in human experience.

Learning Objectives:

By the end of this workshop, participants will be able to:

  • Understand the Core Elements of a Comprehensive Experience Strategy
    Participants will learn about the guiding principles that form the foundation of a successful patient experience strategy, including how to approach definition, culture, leadership structure, staff, patient and community engagement, and equity to best impact efforts.
  • Assess Organizational Patient Experience Efforts –
    Participants will engage in activities to evaluate their own organization’s current experience initiatives. They will learn to identify strengths and areas for improvement and review global best practices to inspire action.
  • Implement Foundational Ideas to Achieve Excellence in Human Experience –
    Participants will develop actionable plans to prioritize and apply the foundational concepts learned during the workshop to their own organizational contexts. They will be equipped with tools and strategies to drive improvement in patient experience and achieve excellence in human experience within their healthcare setting.

These objectives aim to provide a holistic understanding of experience strategies while ensuring participants can
practically apply these concepts to enhance their organizational practices.

 

 

WORKSHOP B

The Power of Empathy in Healthcare:

Enhancing Patient and Staff Experience

(Picker Institute in Collaboration with CXSA)

WORKSHOP LEADER

Phil Stylianides Phil Stylianides
Chief Operating Officer
Picker Institute

Certified Workshop By:

Picker Institute

TOTAL WORKSHOP TIME: 3 HOURS
08:30 – 09:00 Registration
09:00 – 10:30 Workshop
10:30 – 10:45 Tea Break
10:45 – 12:15 Workshop

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 C

Insights to Value:

PX Design for Strategic Innovation

(CXSA in Collaboration with Picker Institute)

WORKSHOP LEADERS

Charles Bennett
Charles Bennett
President & CEO
CXSA MiddleEast 		Hassan Mohammad
Hassan Mohammad
Co-founder & Chief Growth & Innovation Officer
CXSA MiddleEast

CERTIFIED CPD WORKSHOP BY

CXSA

TOTAL WORKSHOP TIME: 3 HOURS
13:00 – 13:30 Registration
13:30 – 16:30 Workshop

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.

1. Design Research: Unlocking the power of human-centred design research to understand patient & staff needs deeper than what they would tell you.

2. 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.

3. Patient Experience and Staff Experience Maturity: Understand how to assess your current Maturity Levels and create a Roadmap for Strategic Change.

Key takeaways of the PX Foundation Certification Programme:

The programme is designed to help PX professionals to build core competencies in the following key areas

  • Insight & Research
    Understand their patient and staff needs, pain & motivations deeper and quicker than using traditional research methods using design research and AI
  • Power Skills & Strategic Communication –
    Equip them with Power skills such as Strategic Communication, Empathy & Storytelling to manage difficult stakeholders and showcase real business value
  • Journey Design & Innovation –
    Build human-centred design skills to map journeys to identify quick wins for incremental improvement and strategic differentiation