Key Information

• Dates: According to each training cycle
• Duration: 4 training hours (1 day)
• Delivery Method: Live online participation
• Certificate of Attendance

Description

Patient experience is a core quality indicator and an essential source of insight for improving healthcare services. Systematic satisfaction measurement and effective complaint management strengthen person‑centered care and enhance organizational performance.

This program presents the methodology for developing and utilizing satisfaction questionnaires, as well as the procedures for receiving, evaluating and managing complaints within quality management systems.

Added Value for Participants

Participants gain practical knowledge in designing reliable patient‑experience measurement tools and transforming findings into targeted improvement actions for healthcare services.

Topics

• Patient satisfaction and the importance of measurement
• Determinants of satisfaction
• Methodology for developing questionnaires
• Types of questionnaires
• Design and implementation of surveys
• Findings management
• Complaint management
• Procedures for receiving and evaluating complaints
• Case studies

Learning Objectives

Upon completion of the program, participants will be able to:

• design and implement patient satisfaction measurement tools,
• analyze and utilize satisfaction survey results,
• organize effective complaint‑management procedures,
• develop improvement actions based on patient experience.

Target Audience

• Quality Officers
• Staff of Patient Rights Protection Offices
• Healthcare organization administrators
• Nurses
• Physicians
• Health professionals involved in quality‑improvement activities

Expression of Interest

Complete the expression of interest form to receive information about upcoming program dates.