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Patient Experience Training Goes International!

I recently had some exciting days in Kuala Lumpur, Malaysia – delivering a highly interactive 2-day workshop to patient experience leaders representing a range of roles and organizations. We had hospital executives, senior management, doctors, nurses, finance managers and board members, marketing and customer service staff from key private hospitals across the Malayan Peninsula and as far as Sabah and Sarawak.

We showed participants how to use Energesse’s 6E Framework – to measure, improve and evolve patient experience in hospitals and healthcare providers.

Of particular interest to participants was how to engage clinicians and non-clinicians in improving the experience of the patients they interact with on a daily basis. They valued the opportunity to learn about key communication tools, the Ikigai (a Japanese concept around the ‘reason for being’) and the WIIFM (What’s In It For Me?).

6E Framework: Leading Training Program for Improving the Patient Experience, Customer Service and Financial Outcomes in Healthcare

We have continued to engage and support our training participants in helping them change behaviours at the front line, with significant impact within days of attending! Here’s some of the feedback we’ve already received:

‘I managed to listen better to a patient’s voice and assisted in concluding a long hanging case amicably by making two parties happy……I am energetic, motivated and a caring a new self following the workshop….an extraordinary workshop revealing the importance of 6Es.’
-Diane R., Parkway Pantai Private Hospital

‘I’ve learnt a lot in your training and now I can feel the difference when I started implementing the new knowledge. Had difficulties when the system went down for 1.5 hours. (Received) negative feedback on FB… within 2 minutes; live!. However, we managed to control the situation as per your guidelines!’
-M.Fauzi, Tun Hussein Onn National Eye Hospital

If you want to find out more about our 2 day, 1-day or half-day 6E Patient Experience Workshop, I’d be happy to send you more info on what we delivered.

Simply call 02 8091 0918 or email me

About the Author: Dr Avnesh Ratnanesan

Dr Avi is a medical doctor with broad healthcare sector experience including hospitals, biotech, pharmaceuticals and the wellness industry. He is a leading expert who coaches and consults to senior executives, entrepreneurs, practitioners, organisations and governments.