PXSX 2025 – Riyadh Workshop

WORKSHOP A

The Power of Empathy in Healthcare:

Enhancing Patient and Staff Experience

WORKSHOP LEADER

Phil Stylianides Chief Operating Officer Picker Institute

Certified Workshop By:

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

WORKSHOP LEADERS

Charles Bennett President & CEO CXSA MiddleEast

Hassan Mohammad Co-founder & Chief Growth & Innovation Officer CXSA MiddleEast

CERTIFIED CPD WORKSHOP BY

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