Management & Leadership Seminars

Patient Affairs Management (Patient service, safety, and satisfaction)


The “patient affairs management” has become a primary and leading excellence benchmark for the performance a best-in-class healthcare organization delivers on quality, safety and service. The patient experience is a journey that can take a healthcare organization to the top of the patient care league. However, If not efficient, it can also have an adverse impact on an organization’s reputation and sustainability.

This course provides participants with the knowledge and skills to design and implement a patient experience-based framework to improve the overall performance of their organization. Participants will learn how to build high performing and engaged healthcare teams, establish and sustain effective clinical relationships, as well as implement strategies and tools to support patient-centered care.


  • Attract and engage customer-focused employees who are passionate about providing the best and most compassionate, yet efficient, care to the patient.
  • Establish and sustain effective clinical relationships by leveraging key internal and external communication strategies.
  • Build a coaching culture that supports consistent exceptional care and service.
  • Identify and address the differences in patients’ values, preferences and expressed needs.
  • Design a patient experience framework that better meets and exceeds the patient’s needs.
  • About the bed management.

The content:

Building effective clinical relationships:

  • The clinical value system.
  • The impact of organizational culture on working relationships.
  • The impact of clinical relationships on the patient experience.
  • Clinical relationships assessment.
  • Roadblocks in clinical relationships.
  • Opportunities in clinical relationships.

The key role of communication:

  • Key aspects of interpersonal communication skills.
  • Communication and interpersonal relationship styles.
  1. Choice of words.
  2. Tone of voice.
  3. Eye contact.
  4. Body language and gestures.
  5. Proper titles.
  • Techniques to communicate empathy and compassion.
  • Communication methods to enhance patient experience.

Cultural diversity in patient-centered care:

  • Basic concepts of cultural competence.
  • Knowing your patients’ demographics.
  • Practitioners and patients’ approach to:
  1. Health.
  2. Illness.
  3. Healthcare.
  • Differences in patients’ values, preferences and expressed needs.
  • Medical decision-making and its impact on the patient/family/community.

Attracting and engaging customer-focused employees:

  • Attributes and benefits of an engaged workforce.
  • Innovative techniques to hire a patient-centered workforce.
  • Strategies for recognizing employee commitment to patient experience.
  • Fostering employee engagement.
  • Creating a coaching culture:
  1. Core coaching concepts in healthcare.
  2. The coaching process.
  3. Adopting a coaching culture through leaders and influencers.
  4. The impact of coaching on the quality of care and services.
  5. Other leadership techniques

Designing the patient experience & Planetree:

  • Bringing planetree to a community hospital.
  • Concepts of experience-based design.
  • Gathering experiences from patients, families and staff
  1. Observations.
  2. Interviews.
  • Identifying strengths and gaps.
  • The experience-based design framework.
  • Managing and delivering an improved patient experience.

Patients safety:

  • Identify the core aspects of a strong patient safety culture.
  • Describe the attributes of systems and processes that support a strong patient safety culture and a culture of continuous learning.
  • Analyze safety and quality measures to identify areas for improvement as well as to monitor and sustain improvement projects.
  • Develop a patient safety or quality improvement strategic plan.
  • Quality Management and Patient Safety.

Patients satisfaction:

  • Keys to Improving Patient Satisfaction.
  • strategies to improve patient.
  • Patient satisfaction and quality of care.
  • Patient satisfaction surveys.

Patient services:

  • Patient services requirement.
  • Patient care experience.
  • Patient Access.

Bed management:

  • Bed management system.
  • What does a hospital bed manager do?
  • The functions of the Bed Management Department.
  • Improving hospital bed management and patient care.
  • Automated bed management.
  • What is a bed meeting?
  • What is Patient Flow and how can it be optimized?

UAE (Dubai)

From 26/7/2020 To 30/7/2020 Price: 2500 Euro

Egypt (Cairo)

From 30/8/2020 To 3/9/2020 Price: 2500 Euro

Morocco (Casablanca)

From 25/10/2020 To 29/10/2020 Price: 2500 Euro

Jordan (Amman)

From 27/9/2020 To 1/10/2020 Price: 2500 Euro

UK (London)

From 24/5/2020 To 28/5/2020 Price: 4500 Euro
From 18/10/2020 To 22/10/2020 Price: 4500 Euro

Malaysia (Kuala Lumpur)

From 19/4/2020 To 23/4/2020 Price: 3500 Euro
From 19/7/2020 To 23/7/2020 Price: 3500 Euro

Turkey (Istanbul)

From 12/4/2020 To 23/4/2020 Price: 4250 Euro
From 19/7/2020 To 23/7/2020 Price: 3000 Euro
From 20/12/2020 To 24/12/2020 Price: 3000 Euro

France (Paris)

From 22/11/2020 To 26/11/2020 Price: 4500 Euro

Switzerland (Geneva)

From 12/4/2020 To 16/4/2020 Price: 4500 Euro

Spain (Barcelona)

From 10/5/2020 To 14/5/2020 Price: 4500 Euro
From 20/9/2020 To 24/9/2020 Price: 4500 Euro

Italy (Rome)

From 14/6/2020 To 18/6/2020 Price: 4500 Euro

Manama (Bahrain)

From 26/4/2020 To 30/4/2020 Price: 2500 Euro
From 29/11/2020 To 3/12/2020 Price: 2500 Euro


From 31/5/2020 To 4/6/2020 Price: 2500 Euro

Kuwait (Kuwait)

From 28/6/2020 To 2/7/2020 Price: 2500 Euro
From 27/12/2020 To 31/12/2020 Price: 2500 Euro

Spain (madrid)

From 9/8/2020 To 13/8/2020 Price: 4500 Euro

Netherlands (Amsterdam)

From 19/7/2020 To 23/7/2020 Price: 4500 Euro

Germany (Munich)

From 13/9/2020 To 17/9/2020 Price: 4500 Euro

Belgium (Brussels)

From 11/10/2020 To 15/10/2020 Price: 4500 Euro

UK (Manchester)

From 8/11/2020 To 12/11/2020 Price: 4500 Euro

Italy (Florence)

From 13/12/2020 To 17/12/2020 Price: 4500 Euro

Spain (Malaga)

From 23/8/2020 To 27/8/2020 Price: 4500 Euro

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