Healthcare Patient Experience
Improve patient experience: journeys, communication, service recovery and measuring patient feedback.
At a glance
- 2 days
Who it's for
- Hospital and clinic staff
- Patient relations officers
- Nursing and quality leaders
Learning objectives
- Map patient journeys
- Communicate with empathy
- Recover service failures
- Use patient feedback to improve
Detailed content
- Touchpoints
- Waiting
- Discharge
- Empathy
- Explaining clearly
- Families
- Apology
- Complaint handling
- Follow-up
- Surveys
- Real-time feedback
- Improvement projects
Day-by-day agenda
A typical schedule. In-company versions are tailored to your processes, data and timing.
- Patient journeys
- Communication
- Service recovery
- Patient feedback
- Case study, action plans and course assessment
Practice, tools and assessment
Hands-on practice
- Patient-flow mapping and waiting-time analysis
- Accreditation tracer exercise
- Incident and near-miss review (RCA)
- Practice sessions with peer and trainer feedback
Tools and templates you keep
- Tracer and audit tools
- Healthcare KPI dashboard
- Self-assessment questionnaires
- Personal action-plan template
How learning is assessed
- Pre- and post-course knowledge check
- Assessment of practical exercises by the trainer
- Action plan reviewed at the end of the course
Built on these standards and bodies of knowledge
- JCI Accreditation Standards (8th ed.)
- GAHAR standards (Egypt)
- IHI Model for Improvement
Certificate
Participants who complete the program and its assessment receive a certificate from The Excellence Center, which can be verified online.
New in our 2026 portfolio — tell us your dates and we will confirm the trainer and schedule.
How it is delivered
- Public courses in Cairo, in-company programs and live online training
- Practical exercises, case studies and examples from your sector
- Can also run as Train & Stay in Sharm El Sheikh, Hurghada or Cairo
Frequently asked questions
How long is Healthcare Patient Experience?
The program runs 2 days. In-company versions can be adapted to your needs.
Is the course taught in Arabic or English?
Sessions are usually delivered in Arabic with English technical terms and materials. Full English delivery is available for in-company groups.
Can you run it inside our company?
Yes. In-company programs use exercises built on your own processes. Tell us the group size and preferred timing and we will send a proposal.
Will I receive a certificate?
Participants who complete the program and its assessment receive a certificate from The Excellence Center, which can be verified online.
More programs in this field
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Tell us whether you are joining as an individual or planning a program for your team.