Patient Experience and Service Excellence
Patients judge care through communication and dignity as much as through clinical outcome. This course builds the service behaviours and feedback systems that improve patient experience across a facility.
Course outline
What this programme covers, module by module.
- 01What patients actually experience and how they judge care
- 02Communication, dignity and managing expectations
- 03Difficult conversations, bad news and distressed families
- 04Complaint handling and service recovery
- 05Collecting patient feedback that tells you something useful
- 06Turning feedback into service improvement
- 07Setting and sustaining service standards across a facility
What you will gain
- Explain what drives patient experience and why it matters
- Communicate with patients and families with clarity and empathy
- Handle complaints and difficult conversations constructively
- Gather and interpret patient feedback meaningfully
- Design service improvements from patient reported problems
- Build service standards that staff can consistently meet
Who should attend
- Clinical and frontline healthcare staff
- Patient experience and quality officers
- Reception and administrative staff in health settings
- Unit and facility managers
Upcoming sessions
| Date | City | Duration | Fees | Book |
|---|---|---|---|---|
| 26 to 27 Oct 2026 | Johannesburg | 2 Days | R10,000 | |
| 16 to 17 Nov 2026 | London | 2 Days | US$1,100 | |
| 30 Nov to 1 Dec 2026 | Dubai | 2 Days | US$1,100 | |
| 11 to 12 Jan 2027 | Pretoria | 2 Days | R10,000 | |
| 1 to 2 Mar 2027 | Durban | 2 Days | R10,000 | |
| 27 to 28 Apr 2027 | Cape Town | 2 Days | R10,000 | |
| 13 to 14 Jul 2027 | Johannesburg | 2 Days | R10,000 |
Fees are per delegate and exclude VAT. Public intakes are confirmed once minimum numbers are met. We also deliver this course on your own schedule, in-house or live online.
Enquire about this course
Register your team or ask for a tailored in-house quote. We reply within one working day.
WhatsApp usCourse brochure (PDF)- Fees from
- R10,000 per delegate
- Duration
- 2 Days
- Field
- Healthcare & Hospital Management
- Formats
- In-house, public, online
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