Aster Health Academy
Certificate in Service Excellence in Healthcare
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Course sections

Section 1
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​
Section 2
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
Section 3
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
Section 4
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
Section 5
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​
Section 6
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​
Section 7
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​

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

Effective communication and collaboration

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Module 2: Mastering Patient-Centric Care: Essential Skills and Standards​ Building empathy and compassion
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Module 2: Mastering Patient-Centric Care: Essential Skills and Standards​ Training and development, continuous quality improvement
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