Free Live Webinar | Healthcare Edition
HOW WOULD YOU KNOW WHETHER YOUR VISITOR EXPERIENCE IS CULTURALLY INCLUSIVE?
What healthcare leaders should look for before deciding whether anything warrants further attention
45 MINUTES | LIVE ONLINE | FREE
This free webinar by intercultural specialist Craig Shim will help you understand what to look for, what patient feedback and complaints may not reveal, and whether anything warrants closer attention within your organisation.
OVERVIEW
_
Cultural differences can influence how patients ask for help, interpret information, respond to uncertainty and experience otherwise strong customer service.
This free 45-minute webinar will help healthcare leaders understand what to look for, what conventional indicators may not reveal, and how to decide whether anything warrants closer attention.
3 QUESTIONS WE'LL EXPLORE
_
Three practical questions about culturally inclusive patient experience in your organisation:
What should I be looking for?
How would I know whether culturally diverse patients are experiencing our service as intended?
If something warrants attention, what (if anything) needs to be done?
WHAT YOU’LL TAKE AWAY
_
By the end of the webinar, you’ll have explored:
01
_
Where Culture May Matter
Where cultural differences may influence the patient experience, even when service standards are already strong
02
_
Beyond Patient Feedback
What patient feedback and complaints may not tell you, including unasked questions or patients who appear to understand when they may not
03
_
When Good Service Loses Its Warmth
What may be happening when language barriers or unfamiliar accents influence the way staff and patients interact
04
_
What Warrants Attention?
How to decide what (if anything) warrants further attention from an organisational perspective, rather than automatically assuming frontline training is the answer
WHO THIS WEBINAR IS FOR
_
This webinar is designed for healthcare leaders with responsibility for how patients experience their organisation.
Your responsibilities may include:
- Practice or clinic management
- Patient experience and customer service
- Hospital, facility or healthcare operations management
- Regional or group management across multiple healthcare locations
- Frontline service delivery, including reception, bookings and patient administration
- Quality improvement and service excellence
- People, culture, learning and staff capability development
The webinar will be particularly relevant if you want to take a closer look at your current patient experience before deciding whether any further action, investment or frontline capability development is warranted.
ABOUT THE SPEAKER: CRAIG SHIM
_
Craig Shim is the Director of Alphacrane Intercultural Specialists. Craig helps senior leaders and organisations perform at their best whenever culture influences how they lead, work together, serve culturally diverse customers or engage internationally.
His clients have included global organisations such as Air New Zealand, Boeing, Nike, PepsiCo and Mastercard, as well as Australian Government agencies including the Department of the Prime Minister and Cabinet.
Drawing on more than 30 years of broader cross-cultural experience, Craig will help participants examine culturally inclusive patient experience through an intercultural lens and make more informed decisions about what may, or may not, warrant closer attention within their organisation.
