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

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

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

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​