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Patient Experience and Healthcare Customer Service Management

Equip healthcare managers and front line staff to improve patient experience across reception, wards and outpatient departments in a sector where trust and word of mouth heavily influence reputation. The course covers service standards design, complaint resolution, patient communication skills and experience measurement, helping facilities build consistent, respectful service without compromising clinical priorities or overloading staff.

What you will be able to do

  • Design patient facing service standards for reception and clinical areas.
  • Apply communication techniques suited to anxious or vulnerable patients.
  • Resolve patient complaints through structured, respectful processes.
  • Train front line staff to manage difficult patient interactions.
  • Measure patient experience using surveys and feedback mechanisms.
  • Align patient experience initiatives with clinical service delivery goals.

Course outline

  1. 01Understanding Patient Experience Drivers
  2. 02Designing Service Standards
  3. 03Communication with Vulnerable Patients
  4. 04Complaint Resolution Processes
  5. 05Managing Difficult Interactions
  6. 06Measuring Patient Feedback
  7. 07Training Front Line Teams
  8. 08Aligning Service with Clinical Goals

Who should attend

This course is intended for patient relations officers, front desk supervisors, ward managers and healthcare customer service teams.

Dates, venues and fees

DatesVenueDaysFeeCalendar
17 to 18 Aug 2026Cairo2US$1,100
24 to 25 Aug 2026Accra2US$1,100
31 Aug to 1 Sep 2026Lusaka2US$1,100
7 to 8 Sep 2026Kigali2US$1,100
14 to 15 Sep 2026Nairobi2US$1,100
21 to 22 Sep 2026Durban2R10,000
28 to 29 Sep 2026Johannesburg2R10,000
12 to 13 Oct 2026Mauritius2US$1,100
19 to 20 Oct 2026Dubai2US$1,100
26 to 27 Oct 2026Lagos2US$1,100
2 to 3 Nov 2026Harare2US$1,100
9 to 10 Nov 2026Kampala2US$1,100
16 to 17 Nov 2026Dar es Salaam2US$1,100
23 to 24 Nov 2026Pretoria2R10,000
30 Nov to 1 Dec 2026Cape Town2R10,000
14 to 15 Dec 2026Online2US$900
21 to 22 Dec 2026Mozambique2US$1,100

Fees are per delegate. South African venues are priced in rand; other locations and online in US dollars. Fees exclude 15% VAT where applicable. Group bookings of three or more delegates from the same organisation qualify for a reduced rate; contact us for a quotation.

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