A 3‑day, in‑person training package delivered monthly to upskill frontliners, enhance patient‑centered communication, and build a sustainable training culture within the hospital.
Core Modules:
Establish a strong foundation in PX principles, communication, and service mindset.
| Time | Activity | Method | Details |
|---|---|---|---|
| 08:30 – 09:00 | Welcome & Icebreaker | Group Activity | “Two Truths and a Lie” (healthcare edition) |
| 09:00 – 09:45 | Introduction to Patient Experience | Presentation + Discussion | Define PX; link to hospital mission; share examples |
| 09:45 – 10:30 | Service Mindset Essentials | Interactive Lecture | Shift from task‑oriented to human‑centered |
| 10:45 – 11:45 | Communication Excellence | Mini‑Lecture + Role Play | Empathy, tone, body language |
| 11:45 – 12:30 | Role Play 1: First Impressions | Pair Role‑Play | Greeting scenarios & feedback |
| 13:30 – 14:15 | Grooming & Etiquette | Demo + Peer Review | Checklist self‑assessment |
| 14:15 – 15:15 | Case Scenario Discussion | Group Work | Analyze anonymized hospital cases |
| 15:15 – 15:30 | Recap & Quiz | Quiz | Digital or written |
Equip staff with tools to manage challenging interactions effectively.
| Time | Activity | Method | Details |
|---|---|---|---|
| 08:30 – 09:00 | Energizer: “Broken Telephone” | Group Game | Miscommunication awareness |
| 09:00 – 09:45 | Complaint Management Workflow | Presentation | Complaint handling SOP |
| 09:45 – 10:30 | De‑escalation Best Practices | Demonstration | Listening, paraphrasing; LATTE model |
| 10:45 – 12:00 | Role Play 2: Angry Patients | Scenario Role Play | Waiting time, billing dispute, perceived error |
| 12:00 – 12:30 | Debrief & Emotional Control | Discussion | Staying calm, not personalizing |
| 13:30 – 14:15 | Scripting Difficult Conversations | Exercise | Empathy statements & solutions |
| 14:15 – 15:15 | Role Play 3: Opportunities | Role Play | Apology, corrective action, follow‑up |
| 15:15 – 15:30 | Recap & Post‑Test | Post‑Test | Key takeaways |
Apply HCD principles for innovative, patient‑first service solutions.
| Time | Activity | Method | Details |
|---|---|---|---|
| 08:30 – 09:00 | Energizer: “Design Thinking in Action” | Game | Redesign a common object |
| 09:00 – 09:45 | Intro to HCD | Interactive Lecture | HCD with hospital examples |
| 09:45 – 10:30 | Persona Building | Practice | Two patient personas |
| 10:45 – 12:00 | Journey Mapping & Pain Points | Micro‑Teaching | Map & identify pain points |
| 12:00 – 12:30 | Ideation | Group Work | Generate many solutions |
| 13:30 – 14:15 | Prototype Service Solutions | Group Work | Storyboards, scripts, workflows |
| 14:15 – 15:15 | Role Play: Testing | Role Play | Simulate with roles |
| 15:15 – 16:00 | Pitch & Commitment | Presentation | 5‑minute pitch; peer vote |
