The Patient Experience and Customer Service Excellence training course in London is designed to help healthcare professionals improve patient interactions, satisfaction, and overall service quality.
From:
29-12-2025
From:
16-03-2026
From:
08-06-2026
From:
05-10-2026
Course Overview
Patient experience is central to quality healthcare and organizational success. Effective communication, empathy, and service-oriented practices improve outcomes, build trust, and increase loyalty.
This Patient Experience and Customer Service Excellence Training Course provides participants with strategies to improve patient engagement, enhance service delivery, and build a culture of compassion and professionalism.
Through case studies, role-playing, and communication workshops, participants will practice the skills needed to deliver superior patient-centered care.
Course Benefits
Strengthen patient-centered communication skills.
Improve patient satisfaction and loyalty.
Foster empathy and compassion in patient care.
Build service excellence into healthcare culture.
Enhance organizational reputation and outcomes.
Course Objectives
Define patient experience and its role in healthcare quality.
Apply best practices for customer service in healthcare settings.
Strengthen communication and active listening skills.
Manage patient expectations and resolve complaints effectively.
Foster a culture of empathy, respect, and service excellence.
Measure and monitor patient satisfaction and feedback.
Align service excellence strategies with organizational goals.
Training Methodology
The course uses expert lectures, role-playing, patient interaction simulations, and group workshops. Participants will apply service excellence frameworks to real-world healthcare scenarios.
Target Audience
Nurses, physicians, and frontline staff.
Hospital executives and administrators.
Patient experience officers and quality managers.
Customer service and support staff in healthcare.
Target Competencies
Patient-centered communication.
Customer service excellence.
Conflict resolution and empathy.
Patient satisfaction measurement and improvement.
Course Outline
Unit 1: Foundations of Patient Experience
Defining patient experience and satisfaction.
The link between patient experience and healthcare quality.
Global trends and benchmarks.
The role of leadership in shaping experience.
Unit 2: Communication Skills for Service Excellence
Active listening and empathy in patient care.
Non-verbal communication and body language.
Delivering difficult messages with compassion.
Building trust through transparency.
Unit 3: Managing Expectations and Complaints
Understanding patient needs and expectations.
Strategies for managing patient complaints.
Conflict resolution and service recovery.
Turning negative experiences into positive outcomes.
Unit 4: Building a Culture of Service Excellence
Engaging staff in patient-centered care.
Training and motivating healthcare teams.
Embedding service excellence in organizational culture.
Recognition and reward systems for staff performance.
Unit 5: Measuring and Sustaining Patient Experience
Tools for measuring patient satisfaction.
Patient feedback systems and surveys.
Continuous improvement strategies.
Future trends in patient experience management.
Ready to deliver excellence in patient care and service?
Join the Patient Experience and Customer Service Excellence Training Course with EuroQuest International Training and transform patient interactions into lasting trust.
The Patient Experience and Customer Service Excellence Training Courses in London provide healthcare and service professionals with a comprehensive framework for delivering high-quality, patient-centered experiences that combine empathy, efficiency, and professional excellence. Designed for healthcare managers, clinical leaders, administrators, and service quality specialists, these programs focus on enhancing interactions across the full patient journey while strengthening organizational performance and trust.
Participants gain a deep understanding of patient experience management, exploring key concepts such as service quality standards, communication effectiveness, emotional intelligence, and patient engagement. The courses emphasize how positive experiences are shaped by every touchpoint—from reception and consultation to follow-up and care coordination. Through real-world scenarios and applied case studies, attendees learn how to identify experience gaps, manage expectations, resolve concerns, and foster compassionate, respectful interactions that improve satisfaction and outcomes.
These patient experience and customer service excellence programs in London integrate service design principles with practical healthcare operations. Participants develop skills in staff training, performance measurement, feedback analysis, and continuous improvement, enabling them to embed a culture of excellence across teams and departments. The curriculum balances theory with practice, ensuring professionals can translate customer service strategies into sustainable improvements in patient care delivery.
Attending these training courses in London offers professionals the advantage of learning within one of the world’s leading healthcare and service innovation environments. London’s diverse, internationally recognized healthcare ecosystem enriches the learning experience through exposure to best practices and global perspectives. By completing this specialization, participants will be equipped to lead patient experience initiatives confidently, elevate service quality, and deliver consistent, empathetic, and high-impact care experiences that meet the expectations of modern patients and service users worldwide.