Date: February 2nd & 3rd, 2024, Venue: Bangalore Baptist Hospital, Organized by: Christian Medical Association of India (CMAI) in collaboration with Bangalore Baptist Hospital, Total Participants: 79, Institutions Attended: 26
The two-day workshop on Excellence in Patient Experience, organized by CMAI in collaboration with Bangalore Baptist Hospital, took place on February 2nd and 3rd, 2024. The workshop aimed to raise awareness and empower leadership and supervisory staff from various non-profit mission hospitals across India regarding the significance of enhancing patient experience within healthcare institutions.
The workshop commenced with an inaugural address by Chief Guest Dr. Spurgeon, Director of Bangalore Baptist Hospital, setting the tone for the event. The day was divided into four sessions, focusing on different aspects of patient experience enhancement.
Session 1 & 2: Mr. Mohan Kumar PK, an experienced consultant from the TATA/TAJ Group of Hotels in India, delivered insightful presentations on "Hospitality in Hospitals for better patient experience." His expertise gave attendees valuable insights into adapting hospitality principles to healthcare settings.
Session 3: Dr. Naveen Thomas, Senior Advisor at Bangalore Baptist Hospital, conducted a session titled "Understanding Patients for Achieving Excellent Patient Experiences," emphasizing the importance of patient-centered care.
Session 4: Dr. Manju Chacko, Manager of the Quality Department at Bangalore Baptist Hospital, addressed "Patient concerns and feedback management," offering strategies for effectively managing patient feedback to drive improvements.
On the second day of the workshop, I continued with sessions focused on behavioral aspects and organizational culture in enhancing the patient experience.
Session 5: Ms. Seema Das, an expert in Customer Services and L&D Professional, discussed "Non-negotiable behaviors for healthcare staff," highlighting the essential attributes for delivering exceptional patient care.
Session 6: Dr. Sunil Chandy, Medical Director of the ITC Healthcare Project, explored "The Organization's Role in Achieving Outstanding Patient Experience through Cultivating an Appropriate Organizational Culture," emphasizing the importance of fostering a patient-centric culture within healthcare institutions.
Session 7: Mr. Babu Koshy, an expert travel and tourism professional, conducted a session on "Empowerment, Training, and Equipping Staff at Various Touchpoints," providing practical strategies for enhancing staff capabilities to deliver exceptional patient experiences.
The workshop concluded with a valedictory session, acknowledging the contributions of speakers and participants in enriching the discourse on patient experience enhancement.
Conclusion: The workshop on Excellence in Patient Experience provided a platform for healthcare leaders to gain valuable insights and practical strategies for enhancing patient care delivery in their respective institutions. The diverse range of topics covered and the speakers' expertise contributed to a comprehensive understanding of the importance of patient-centered care in improving healthcare outcomes. Moving forward, participants are expected to apply the knowledge gained to drive positive changes in patient experience within their organizations.
