Customer Service Excellence In Healthcare by Informa Middle East

Customer Service Excellence In Healthcare Lead the way towards an enhanced patient experience 22 â&#x20AC;&#x201C; 25 September 2013 â&#x20AC;˘ Fairmont Hotel, Dubai, UAE

5 Key Learning Objectives 1. Identify key drivers for a superior patient experience 2. Create meaningful standards for service excellence 3. Transform employee engagement for consistent service delivery 4. Establish strategies for hiring, reviewing and assessing employees on customer service competencies 5. Enhance your role as a leader

www.iirme.com/customerservicehealth

Organised by:

Strategic Career Partner:

Customer Service Excellence In Healthcare 22 – 25 September 2013 • Fairmont Hotel, Dubai, UAE Meet Your Expert Course Director

Course Overview Healthcare institutions in the Middle East are having to effectively distinguish

Jill O’Connell has over 25 years’ experience in managing and executing customer service strategies. After completing her degree she initially worked as cabin crew for British Airways. Throughout the 1980’s she lived through the legendary transformation of the airline, in which it reversed consumer opinion to become the ‘Worlds favourite airline’. This experience left a deep and lasting impression on her and showed her what can be achieved through the collective commitment of an inspired workforce. In the 11 years she has been in Dubai she has worked with various high profile organisations. At the American Hospital in Dubai she successfully managed projects in the development of customer focused policies and standards and the initiation of a service competency framework for all frontline staff.

themselves from the competition. The creation of a superior customer service culture has never been more crucial in determining current and future success. The companies which will emerge victorious will be those that offer unrivalled consistency throughout the patient journey. Nothing is more important than the personal beliefs of the senior executive and board. They need to establish customer service as a guiding principle, and preeminent organisational value and then lead by example. With a renewed focus on the entire patient experience comes the need for managers and employees throughout the organisation to create strong emotional connections, ensuring a commitment and motivation towards superior service delivery. Role modelling and regular effective assessment is key in ensuring that customer service remains a priority at all levels.

Working as a consultant to the Department of Economic Development she designed the assessors guide for the Dubai Service Excellence Scheme – a quality award which continues to value and reward superior service throughout the Emirate. For five years she was a cabin crew manager at Emirates Airline and was directly responsible for the performance management of over 300 employees – reward, recognition, assessment, development, talent management, discipline and welfare. Jill has partnered with various healthcare institutions to deliver strategic planning, staff appraisal and training programme to enhance customer service. In addition to her consultancy and training work, she currently is adjunct lecturer in HRM and Organisational Behaviour on the Coventry University MBA programme.

This course offers practical strategies and solutions to enable the creation of a focussed patient experience programme for your healthcare organisation.

Course Methodology This course will be highly interactive. You will have the opportunity to share your experience and to learn from each other through group discussions and syndicate exercises. There will be practical exercises based on case studies and delegates will have the opportunity to explore best practice through a mixture of theory and practical sessions.

Who Should Attend? Jill is certified by Global Air Training in the UK as a CRM/TRM (Crew/Team Resource Management) instructor, offering Human Factors training to Doctors and medical teams working in high pressure environments. The overall aim of this non-technical skills training is to reduce medical error attributed to human factors.

This course will benefit anyone who is involved in the management of customer service in a healthcare organisation. It is ideal for general managers working in healthcare who need a better understanding of the drivers of patient satisfaction and how to assess staff on key customer service behaviours. It would be particularly useful for customer

Jill holds a Bachelors degree in languages, a post-graduate teaching degree and an MBA in Strategic Human Resources Management. She also holds UK diplomas in assessment and coaching and is a member of the Association for Coaching in the UK. She is Lead Consultant of Leading Edge Consultancy – an HR company based in Dubai.

service managers and those involved in training non-technical skills in healthcare.

Would you like to run this course in-house?

The in-house training division of IIR Middle East Tel: +971 4 407 2624 • Email: CTS@iirme.com www.iirme.com/cts

+971 4 335 2437

+971 4 335 2438

www.iirme.com/customerservicehealth

Course Timings Registration and coffee will be at 07:30 on Day One. The course will commence at 08:00 and conclude at 14:30 with lunch. There will be refreshment breaks at approximately 10:30 and 12:30.

Day Three

Day One Strategic Planning For Customer Service

Competency Framework For Service Excellence

• Identify the characteristics of a healthy organisational culture

• Define competencies for effective customer service across all levels of the organisation

• Consider bureaucratic vs. supportive organisational cultures • Planning for a strategic customer service initiative • Clarify the role of the mission, vision and values as the driving force behind the organisational culture

Syndicate activity – What is your corporate culture and how does it impact on service delivery? Key Drivers For A Superior Patient Experience • Clarify the importance of core values for quality and commitment to patient care • Define the drivers for patient satisfaction and loyalty

Recruiting And Selecting For Service Excellence • Identify strategies to measure customer service throughout the recruitment process

Practical exercise – Interviewing for customer service

Performance Appraisals And Disciplinary Processes • Appreciate the relationship between effective performance management and employee commitment • Determine the effect of constructive feedback on employee performance

Case study - The Institute for Healthcare Innovation

• Ensure that annual appraisals are aligned with customer service KPI’s

Customer Service Standards

Day Four

• Consider the importance of standards to ensure consistency of service delivery • Identify key standards to enable measurement of customer service behaviours

Assessing The Training Needs Of Management To Ensure Consistent Practice Throughout The Organisation • Assess leadership training needs amongst middle managers

Case study – John Hopkins

• Ensure that middle management have the requisite skills to effectively assess key customer service behaviours

Day Two Practical activity – Constructive feedback Communication And Clarification Of Core Values From The Top Down • Identify the benefits of organisational citizenship for improved customer service • Identify strategies to ensure that there is consistent communication of the customer service expectations

Customer Service Training Programmes • Identify the components of an effective customer service training programme • Ensure that the ‘right’ training is delivered to the ‘right’ people in the ‘right’ way

• Service champions • Customer first teams

Measuring Customer Satisfaction And Loyalty

The Role Of Management In The Success Of The Customer Service Initiative • Understand the importance of day-to-day supervision and role modelling

• Consider the instruments used to effectively measure customer satisfaction and loyalty

Q&A session to assess overall learning

• Identify measures to ensure that managers ‘walk the talk’ Assessment Rewarding And Recognising Service Excellence • Determine strategies for employee motivation and engagement through a variety of reward and recognition initiatives

You will be assessed continuously throughout the course by the course director. Case study discussion and analysis will be part of the assessment as well as a final question and answer session incorporating all aspects of the programme.

Group activity – Sharing best practice

+971 4 335 2437

+971 4 335 2438

www.iirme.com/customerservicehealth

Customer Service Excellence In Healthcare 22 – 25 September 2013 • Fairmont Hotel, Dubai, UAE FIVE WAYS TO REGISTER IIR Holdings Ltd. P.O Box 9428 Dubai, UAE

+971 4 335 2437 +971 4 335 2438 register@iirme.com

www.iirme.com/customerservicehealth

DISCOUNTS AVAILABLE FOR 2 OR MORE PEOPLE CALL – +971 4 335 2483 E-MAIL – a.watts@iirme.com WEB BC5085 Event

Course Fee Before 7 July 2013

Course Fee Before 28 July 2013

Final Fee

US$ 3,895

US$ 4,395

US$ 4,695

Customer Service Excellence In Healthcare

WOULD YOU LIKE TO RUN THIS COURSE INͳHOUSE?

22 – 25 September 2013

Course fees include documentation, luncheon and refreshments. Delegates who attend all sessions will receive a Certificate of Attendance.

DELEGATE DETAILS Name: .............................................................................................................................................................................................................. Job Title: ......................................................................................................... Email: ..................................................................................... Tel: ..................................................... Fax: .................................................... Mobile: ..................................................................................

All registrations are subject to our terms and conditions which are available at www.iirme.com/terms. Please read them as they include important information. By submitting your registration you agree to be bound by the terms and conditions in full.

Payments Job Title: ......................................................................................................... Email: ..................................................................................... Tel: ..................................................... Fax: .................................................... Mobile: ..................................................................................

Name: .............................................................................................................................................................................................................. Job Title: ......................................................................................................... Email: ..................................................................................... Tel: ..................................................... Fax: .................................................... Mobile: ..................................................................................

COMPANY DETAILS Company: ............................................................................................................................................................................................................ Address: ................................................................................................................................................................................................................ Postcode: ................................................................................. Country: ........................................................................................................... Tel: .............................................................................................. Fax: ................................................................................................................. No. of employees on your site: . 1000+ 500-999 250-499

50-249

0-49

Nature of your company's business: ..........................................

YES, I would like to receive information about future events & services via e-mail .................................................................

To assist us with future correspondence, please supply the following details: Name of the Department Head: ..................................................................................................................................................................... Department: ........................................................... Mobile: .......................................... Email: ....................................................................... Training Manager: ............................................................................................................................................................................................. Department: ........................................................... Mobile: .......................................... Email: ...................................................................... Booking Contact: .............................................................................................................................................................................................. Department: ........................................................... Mobile: .......................................... Email: ......................................................................

A confirmation letter and invoice will be sent upon receipt of your registration. Please note that full payment must be received prior to the event. Only those delegates whose fees have been paid in full will be admitted to the event. You can pay by company cheques or bankers draft in Dirhams or US$. Please note that all US$ cheques and drafts should be drawn on a New York bank and an extra amount of US$ 6 per payment should be added to cover bank clearing charges. In any event payment must be received not later than 48 hours before the Event. Entry to the Event may be refused if payment in full is not received. Credit card payment If you would like to pay by credit card, please tick here and a member of our team will contact you to take the details

Cancellation If you are unable to attend, a substitute delegate will be welcome in your place. Registrations cancelled more than 7 days before the Event are subject to a $200 administration charge. Registration fees for registrations cancelled 7 days or less before the Event must be paid in full. Substitutions are welcome at any time.

Avoid Visa Delays - Book Now Delegates requiring visas should contact the hotel they wish to stay at directly, as soon as possible. Visas for non-GCC nationals may take several weeks to process. All registrations are subject to acceptance by IIR which will be confirmed to you in writing. Due to unforeseen circumstances, the programme may change and IIR reserves the right to alter the venue and/or speakers.

Event Venue: Fairmont Hotel, Dubai, UAE Tel: +971 4 332 5555 Accommodation Details We highly recommend you secure your room reservation at the earliest to avoid last minute inconvenience. You can contact the IIR Hospitality Desk for assistance on: Tel: +971 4 407 2693 Fax: +971 4 4072517 Email: hospitality@iirme.com © Copyright I.I.R. HOLDINGS B.V.

MR/EO MD030332 HEALTHCARE