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Emotion Healthtech L.L.C-FZ

CPD Standards Office Provider Number: 23282

Emotion Healthtech L.L.C-FZ is a CPD-accredited training provider, accredited by The CPD Standards Office, an independent CPD accreditation body. Learn what CPD accreditation means and how to get your course CPD accredited.

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Who should attend

Our patient experience learning programmes are designed for hospital and clinic staff at every level who deal with patients and families. No previous training is needed.

<strong>Clinical and non-clinical unit leaders</strong>, including nurse managers, department heads and supervisors, learn to:
<ul>
 	<li>set clear standards of patient experience and service excellence for their unit, based on a sound understanding of what patients expect at each stage of their care and the skills and behaviours their teams need to exceed those expectations</li>
 	<li>work across departments to remove the friction patients feel at handovers, and build a unit culture where compassionate care and service quality are expected, coached and recognised every day.</li>
</ul>
<strong>Clinical healthcare professionals,</strong> including nurses, physicians, allied health professionals, pharmacists, radiographers and laboratory staff, learn to:
<ul>
 	<li>build trust with patients and their families through compassionate communication, active listening and a bedside manner that makes patients feel heard and respected, even in time-pressured settings</li>
 	<li>stay composed under pressure and handle difficult situations, such as anxious, frustrated or angry patients and relatives, with practical de-escalation and service recovery tools.</li>
</ul>
<strong>Non-clinical healthcare professionals,</strong> including patient registration and admissions, call centre, billing and cashier, patient experience, security and support staff, learn to:
<ul>
 	<li>create a positive first impression and deliver consistent service quality through clear, courteous and personalised communication at every point of contact</li>
 	<li>keep the patient journey smooth between departments, and resolve complaints and difficult situations calmly before they escalate.</li>
</ul>
All learners leave with practical tools they can use from their next shift. For the organisation, that means fewer complaints and higher patient satisfaction.

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Description:

eMotion delivers CPD-accredited patient experience learning programmes for hospitals and healthcare organisations. Our face-to-face programmes teach clinical and non-clinical staff how to build trust with patients, communicate under pressure and recover a poor experience before it becomes a complaint.

What is patient experience training? It teaches the behaviours that shape how patients judge their care: how staff greet, listen, explain, respond to frustration and hand patients over between departments. Clinical skills are trained in depth; these behaviours rarely are.

Why does it matter for hospitals? Patients judge their care by every interaction with staff. Poor communication, unanswered frustration and weak handoffs between departments drive complaints and low patient satisfaction, even when the clinical care is good.

How can healthcare staff handle difficult patients and complaints? Our programmes are built on two practical frameworks: the TRUST Model for everyday patient interactions and the STARS Model for de-escalation and service recovery. Staff practise both through case studies and role plays based on real hospital situations, so they can apply them from their next shift.

Programmes are delivered on site at the client’s facility, adapted to its patients and its service standards, and each one is assessed against clear learning outcomes.

eMotion is a patient experience transformation firm based in Dubai. We have worked with more than 120 healthcare organisations across the Middle East, Europe and Southern Africa, and thousands of healthcare professionals have completed our programmes. Our founder and master trainer, Abdallah Djouder, has trained more than 30,000 caregivers and coached more than 800 senior healthcare leaders.

Accredited Activities:

The Patient Experience Focus Workshop (https://e-motion.ae/course/the-patient-experience-focus/)

Who Should Attend:

Our patient experience learning programmes are designed for hospital and clinic staff at every level who deal with patients and families. No previous training is needed.

Clinical and non-clinical unit leaders, including nurse managers, department heads and supervisors, learn to:

set clear standards of patient experience and service excellence for their unit, based on a sound understanding of what patients expect at each stage of their care and the skills and behaviours their teams need to exceed those expectations
work across departments to remove the friction patients feel at handovers, and build a unit culture where compassionate care and service quality are expected, coached and recognised every day.

Clinical healthcare professionals, including nurses, physicians, allied health professionals, pharmacists, radiographers and laboratory staff, learn to:

build trust with patients and their families through compassionate communication, active listening and a bedside manner that makes patients feel heard and respected, even in time-pressured settings
stay composed under pressure and handle difficult situations, such as anxious, frustrated or angry patients and relatives, with practical de-escalation and service recovery tools.

Non-clinical healthcare professionals, including patient registration and admissions, call centre, billing and cashier, patient experience, security and support staff, learn to:

create a positive first impression and deliver consistent service quality through clear, courteous and personalised communication at every point of contact
keep the patient journey smooth between departments, and resolve complaints and difficult situations calmly before they escalate.

All learners leave with practical tools they can use from their next shift. For the organisation, that means fewer complaints and higher patient satisfaction.

Further Information:

https://e-motion.ae