Pre-Congress Masterclass: 9th November, 2020
2 Day Congress: 10th - 11th November, 2020
Post-Congress Masterclass: 12th November, 2020
Attend at Riyadh (Kingdom of Saudi Arabia) or Join Us Online
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Attend Master Class

Attend Masterclass

November 2020
HALF DAY MASTERCLASS A
Using Design Thinking to Transform the Patient Experience ( 09:30 – 12:30 )

This is a masterclass for anyone who works in healthcare – whether in a boardroom or at a bedside and believes that the care they and their team deliver could be much more responsive to the needs of patients and their families.

In this interactive and hands-on class you’ll discover what design thinking is, how you can use it to understand the problems that patients and their families face, and how to subsequently use this understanding to redesign care in ways that are more person-centred.

There will be numerous case studies illustrating how design thinking has helped some of the world’s leading hospitals to transform their patient’s experiences, as well as practical exercises that will enable you to practice using design thinking to solve the real-life problems your hospital or clinic faces – such as eliminating missed appointments, improving communication between clinicians and patients, and reducing waiting times.

Learning Outcomes:

As a result of this masterclass you will be able to:

  • Define what design thinking is and describe how and why it can be used to transform the patient experience,
  • Describe each of the individual phases of the design thinking cycle and what takes place during each phase, and
  • Use design thinking to improve patient satisfaction by generating solutions based on a deep understanding of patient needs and experiences.

All masterclass participants will receive an IHLM Certificate of CPD Completion and both paper and electronic copies of the illustrated masterclass handbook

Led By

Benedict A. Stanberry
Principal | IHLM (UK)

November 2020
HALF DAY MASTERCLASS B
Resolving Complaints & Dealing with Difficult Patients (09:30 – 12:30)

Healthcare can be one of the most rewarding professions, but it can also be one of the most stressful. Patients and family members can be uncooperative, hostile, demanding, disruptive, unpleasant, unrealistic and irrational.

In this masterclass we will explore why interactions with patients and families can sometimes be so challenging, and then demonstrate and practice useful strategies for managing difficult interactions. We will discover the four fundamental variables that affect these interactions, which include not only the attitude and behaviour of the patient, but also that of the doctor or care provider, the effect of the patient’s disease or condition and the healthcare system itself – since limited resources, time pressures and interruptions all contribute to difficult interactions.

We will use video case studies to illustrate practical strategies for handling a variety of scenarios such as resolving complaints, calming anxious patients, delivering bad news, and defusing potentially violent situations. We will use role-plays to practice applying the strategies in our own hospital or clinic.

Learning Outcomes:
As a result of this masterclass you will be able to:

  • Identify the four factors that drive effective interactions with patients,
  • Predict which patient interactions are likely to be problematic and understand the reasons why, and
  • Adopt effective strategies for managing difficult interactions in a wide variety of scenarios

All masterclass participants will receive an IHLM Certificate of CPD Completion and both paper and electronic copies of the illustrated masterclass handbook

Led By

Benedict A. Stanberry
Principal | IHLM (UK)

November 2020
HALF-DAY MASTERCLASS A
Care Partner Program from A to Z (14:00 – 16:30)

Every day we host millions of companions (watchers-sitters) overnight in our health care organizations beside our patients. Sometimes they are in an effort to help and learn about the care of their patients; most of the times they are silent observers, ignored by the care givers.

What if we were able to teach them how to give basic to complex care to their patients during their stay in the hospital? We know that “Higher levels of social support are associated with BETTER SELF-MANAGEMENT, and HEALTH OUTCOMES in chronic illness” (Strom 2012; Nicklett & Rosland 2013; Baker 2000 & 2003; Luttik 2005; Zautra 1998; Rosland 2008; Rosland 2010; Krumholz 1998; Griffith 1990, Eaton 1992, Cardenas 1987) and not only this, but also the readmissions of geriatrics population drops by 25% when they have a care giver with them (Journal of the American Society, April 2017).

Care partner is defined as family member or friend appointed by the patient who is included as a member of the care team and accepts mutually-agreed upon patient care responsibilities during and between specific episodes of care.

With the help of a care partner program, our aim is to help companions understand the care of their loved ones, contribute into the care of their loved ones and empower them for the care activities that they will conduct at home after discharge.

Learning Outcomes:

In this Master Class, participants will learn:

  • The “why” for a Care Partner Program along with the evidence base for it,
  • The key components of a Care Partner Initiative,
  • Implementation Steps,
  • Measuring the Impact of a Care Partner Program and
  • Evolving the Concept.

All masterclass participants will receive an IHLM Certificate of CPD Completion and both paper and electronic copies of the illustrated masterclass handbook

Led By

Ilkay Baylam
Assistant Director | Planetree (Turkey)