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​

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

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

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​

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​

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​