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Aster Health Academy > Healthcare Practice Excellence > Certificate in Service Excellence in Healthcare

Certificate in Service Excellence in Healthcare

Establish a thriving practice through meaningful patient relationships.

Course Outcomes:

  • Grasp the foundational principles and significance of service excellence in healthcare
  • Gain essential skills necessary for upholding standards and prioritizing patient well-being and satisfaction
  • Explore processes and integrate technology to ensure quality healthcare delivery
  • Analyze feedback for continual improvement, personalizing and optimizing patient journey
  • Cultivate patient-centric care by building trust and exceeding expectations for a seamless healthcare service
  • Enhance collaboration and communication within your team for optimal patient care
  • Identify and initiate leadership approaches to improve your patient outcomes

About the course:

Delivering unparalleled healthcare service is extremely important. The new approaches to healthcare delivery prioritize patient-centric care and encourage healthcare organizations to empower their teams for exceptional service. With this in mind, organizations must ensure their team provides the right care in the right place and at the right time. The Service Excellence in Healthcare program is meticulously designed to provide healthcare professionals with the essential skills, knowledge, and mindset needed for exceptional patient service.

 

Immerse yourself in a comprehensive curriculum developed by industry experts, encompassing the core aspects of service excellence in healthcare. Learners will gain insights into various facets, including an overview of service excellence, patient-centric care, building empathy and compassion, overcoming language barriers, communication mastery, cultural competence, continuous improvement, team collaboration, problem-solving, and resilience.

 

Our online platform offers flexibility, allowing you to access course materials at your convenience and strike a balance between professional development and your busy schedule. Engage in interactive sessions and case studies that replicate real-world healthcare scenarios, ensuring the practical application of learned concepts. Additionally, benefit from video lectures delivered by subject-matter experts.

Curriculum:


Module 1: Introduction to Service Excellence ​

1
Evolution of service excellence​
2
Introduction to service excellence in healthcare​
3
Understanding the importance of service excellence​
4
Key concepts & principles of service excellence​

Module 2: Mastering Patient-Centric Care: Essential Skills and Standards​

1
Crafting Service Standards
2
Building empathy and compassion
3
Effective communication and collaboration
4
Training and development, continuous quality improvement
5
Overcoming Language Barriers

Module 3: Elevating Healthcare Excellence: Process Quality & Technological​

1
Key Components in Patient Experience in Healthcare ​
2
Process improvement and innovation- Lean processes​
3
Maintaining high-quality care ​
4
Evaluate experience at every touch point
5
Technological and digital solutions

Module 4: Optimizing Patient Satisfaction

1
Integrating patient feedback into the journey mapping​
2
Collecting and analyzing patient feedback
3
Identifying the root causes of patient experience issues
4
Ensuring consistency and standardization
5
Initiation of continuous improvement

Module 5​: Patient-Centered Excellence: From Trust to Delight​

1
Understanding patient-centered care and building trust and patient-provider relationships​
2
Methods of assessing, meeting their expectations & dealing with complaints​
3
Grievance handling & service recovery​
4
Understanding ever-changing patient behaviors and requirements​
5
A journey from patient satisfaction to delight​

Module 6​: Optimizing Healthcare Team Dynamics & Patient Experience​

1
Collaborative healthcare teams​
2
Effective communication among team members​
3
How to manage patient’s experience​
4
Employee engagement and satisfaction​
5
Developing service excellence strategies​

Module 7​: Empowering Healthcare Leadership​

1
Leadership’s role in promoting service excellence​
2
Motivating and inspiring healthcare team​
3
Assessing the current state and identifying the gaps​
4
Future directions of service excellence in a healthcare​

Who this course is for:

This course is suitable for all healthcare professionals, including doctors, nurses, technicians, hospital administrators, allied health professionals, & others, who aspire to establish their careers within healthcare settings, & enhance their clinical practices.

Knowledge Partner:

In Partnership with Yenepoya University  

A unique blend of academic rigor and industry excellence, the course has been developed in collaboration with Yenepoya University. With Yenepoya University’s academic strengths and Aster DM Healthcare’s industrial eminence, the course provides participants with a holistic learning experience.

Sample Certificate:

FAQ:

This course is tailored for healthcare professionals across various roles, including doctors, nurses, allied health professionals, administrators, and other support staff members, who are committed to providing outstanding service in the healthcare sector.
This self-paced online course is designed to offer flexibility to learners, encompassing a curriculum that addresses essential elements such as patient-centered care, cultural competence, tools for ongoing improvement, collaborative teamwork, empathy, compassion for patients, problem-solving, and resilience. The course integrates interactive sessions, case studies, and video lectures delivered by subject-matter experts.
Yes, our online platform allows participants to access course materials at their convenience, enabling a flexible learning experience that can be tailored to individual schedules.
Yes, upon completion of this course, the learner will receive a certification endorsed by Yenepoya University.
Upon completing the course, you have a 6-month window to access the course materials. Furthermore, there's an option to prolong your access for an additional fee.

Our SME

Alicia Wu
Senior Quality Safety & Patient Experience & Director at Guangzhou Concord Center, China
Shweta Sharma
AGM - Service Excellence, Aster DM Healthcare - KA, MH, TL Cluster
Runyi Wu
Experience Management Assoc. Director at Guangzhou Concord Cancer Center, China
Vinit Raj
Head- Operations & Service Excellence, Facility Director at Narayana Health, Jamshedpur
Harkaran Sahni
Service Excellence Head at Apollo Hospitals Group Pan India

Curriculum:


Module 1: Introduction to Service Excellence ​

1
Evolution of service excellence​
2
Introduction to service excellence in healthcare​
3
Understanding the importance of service excellence​
4
Key concepts & principles of service excellence​

Module 2: Mastering Patient-Centric Care: Essential Skills and Standards​

1
Crafting Service Standards
2
Building empathy and compassion
3
Effective communication and collaboration
4
Training and development, continuous quality improvement
5
Overcoming Language Barriers

Module 3: Elevating Healthcare Excellence: Process Quality & Technological​

1
Key Components in Patient Experience in Healthcare ​
2
Process improvement and innovation- Lean processes​
3
Maintaining high-quality care ​
4
Evaluate experience at every touch point
5
Technological and digital solutions

Module 4: Optimizing Patient Satisfaction

1
Integrating patient feedback into the journey mapping​
2
Collecting and analyzing patient feedback
3
Identifying the root causes of patient experience issues
4
Ensuring consistency and standardization
5
Initiation of continuous improvement

Module 5​: Patient-Centered Excellence: From Trust to Delight​

1
Understanding patient-centered care and building trust and patient-provider relationships​
2
Methods of assessing, meeting their expectations & dealing with complaints​
3
Grievance handling & service recovery​
4
Understanding ever-changing patient behaviors and requirements​
5
A journey from patient satisfaction to delight​

Module 6​: Optimizing Healthcare Team Dynamics & Patient Experience​

1
Collaborative healthcare teams​
2
Effective communication among team members​
3
How to manage patient’s experience​
4
Employee engagement and satisfaction​
5
Developing service excellence strategies​

Module 7​: Empowering Healthcare Leadership​

1
Leadership’s role in promoting service excellence​
2
Motivating and inspiring healthcare team​
3
Assessing the current state and identifying the gaps​
4
Future directions of service excellence in a healthcare​

FAQ:

This course is tailored for healthcare professionals across various roles, including doctors, nurses, allied health professionals, administrators, and other support staff members, who are committed to providing outstanding service in the healthcare sector.
This self-paced online course is designed to offer flexibility to learners, encompassing a curriculum that addresses essential elements such as patient-centered care, cultural competence, tools for ongoing improvement, collaborative teamwork, empathy, compassion for patients, problem-solving, and resilience. The course integrates interactive sessions, case studies, and video lectures delivered by subject-matter experts.
Yes, our online platform allows participants to access course materials at their convenience, enabling a flexible learning experience that can be tailored to individual schedules.
Yes, upon completion of this course, the learner will receive a certification endorsed by Yenepoya University.
Upon completing the course, you have a 6-month window to access the course materials. Furthermore, there's an option to prolong your access for an additional fee.

Duration: 6 Months

Level: intermediate

Price:
Buy Now

Batch Start Date

Oct, 2024

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    Includes

    Full lifetime access
    Access on mobile and TV

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