MONDAY | 24 January 2012
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Masterclass A
From Public To Market-Driven Healthcare: Managing And Leading The Change |
Registration will be at 08.00. The Masterclass will run from 08.30 to 12.30 with appropriate breaks for prayer and refreshments. Lunch will be served at 12.30.
Overview
Across the Middle East, governments are shifting from a welfare system of healthcare to a market-driven system, introducing reforms such as mandatory insurance to allow citizens and residents to seek treatment at the public or private hospital of their choosing. With the terms of engagement between healthcare providers and payers changing, this Masterclass will show healthcare managers and clinicians how to meet the challenge of blending public sector values with the private sector ethos of performance, competitiveness and accountability.
Key Topics
- Public vs. private – the critical differences that healthcare managers cannot ignore
- ‘New Public Management’ - applying competition to public sector organisations
- What has to change? - culture, cost-efficiency, leadership and performance
- Getting ‘buy-in’ – engaging stakeholders and overcoming resistance
- Leading successful change – case studies from transformational healthcare managers
Who Will Benefit?
This Masterclass will deliver invaluable insights for all progressive healthcare managers and clinicians working hard to manage and lead change in their healthcare organisation. It will be particularly relevant to managers trying to deliver service improvements; improve productivity, efficiency and performance; change organisational culture and improve the motivation and engagement of frontline staff.
Expert Masterclass Leader:
Benedict Stanberry, Principal Consultant,
Oliva Health, UAE
Ben Stanberry is a healthcare management consultant, lecturer and author with extensive experience of providing education, development and coaching programmes for healthcare managers and executives across the Middle East. Based in Dubai, he works with many of the region’s leading healthcare organisations in both the public and private sectors.
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Masterclass B
Creating A Corporate Culture Of Service Excellence In Healthcare |
Registration will be at 13.00. The Masterclass will run from 13.30 – 17.30 with appropriate breaks for prayer and refreshments.
Overview
Throughout the region, healthcare providers are striving to effectively distinguish themselves from the competition and it is superior customer service that is emerging victorious on the new playing field of healthcare delivery.
Key Topics
- Customer service strategy and the role of leadership in ensuring effective communication of the vision and values
- The importance of middle managers and their ability to mentor, monitor and measure their staff
- Creating teams of service champions by identifying the key players throughout the organisation
- Outlining meaningful customer service standards for a superior patient experience
- Keeping it fresh – creating a continued focus on customer service beyond the initial development and training initiatives
Benefits Of Attending
Delegates will be able to:
- Define the importance of vision and organisational values to create a competitive patient experience
- Create meaningful standards for service excellence and identify how to measure staff against them
- Review strategies for maintaining a strong employee focus on customer service
Who Will Benefit?
This Masterclass will benefit anyone who is involved in leading and managing the patient experience in a healthcare organisation and will include case studies about global best practices.
Expert Masterclass Leader:
Jill O’Connell, Managing Director,
Leading Edge Consultancy, UAE
Jill O’Connell is the Managing Director of Leading Edge Consultancy and has over 25 years of experience as a customer service specialist across various industries. Her experience within healthcare in this region is extensive, having worked on customer service projects with the American Hospital Dubai, Al Ain hospital and more recently the new Saudi German Hospital where she is currently leading a project team tasked with creating a superior patient experience.