An Intensive 5-day Training Course

Managing Healthcare Delivery


Course Introduction

To mould and strengthen a great healthcare organizations sustainability and reputation, it is vital to gain and reach the “Excellence” by having Patient-focus. This 5-day training course provides participants with the knowledge and skills to design, develop, and implement a patient experience-based framework to enhance the overall performance of healthcare organization.

This highly participative Managing Healthcare Delivery training course will explain how to build high performing, motivating, and engaging healthcare teams, establish and sustain effective clinical relationships, as well as implement tools and strategies to support patient-centered care.

This Oxford Management Centre training course will highlight: 

  • Apply effective communication skills
  • Demonstrate healthcare team coaching skills
  • Adapt service excellence by having “Patient-Focus”
  • Patient experience design and implementation
  • Improve Employee and Patient Engagement


At the end of this Managing Healthcare Delivery training course, you will learn how to:

  • Increase the awareness and skills of the healthcare patient-focused professionals
  • Establish and sustain effective internal and external relationships strategies
  • Build a coaching culture that supports exceptional patient-care experience
  • Identify the differences in patients’ values, preferences, and expressed needs  

Training Methodology

A combination of lectures, case studies and discussion will be utilized during this program as the delegates participation is out goal to maximize the benefits of learning. This allows participants to discuss with other delegates and the presenter their specific problems and appropriate solutions.

Organisational Impact

This Managing Healthcare Delivery training course helps organizations to benefit the following but not limited to: 

  • Increase the organizational culture of “Patient-Focus” Orientation
  • Have more awareness of types of patients and how to handle each case
  • Compete effectively among other healthcare providers
  • Spread the collaboration and communication for fostering teamwork

Personal Impact

Participants will benefit from: 

  • Results Orientation using balanced decision making
  • Understanding motivation use with effective Communication
  • Focus on Healthcare Quality Orientation as indicators for Customer Satisfaction
  • Create a health culture for Continuous Improvement Process

Who Should Attend?

This Managing Healthcare Delivery training course is ideal for healthcare professionals involved in hospital operations and engaged in the patient care, especially:

  • Healthcare Leaders
  • Department Heads
  • Patient Services Team
  • Operations Team
  • Quality Officers
  • Head Nurses
  • Patient Safety Officer

Course Outline

Day 1

Patient-Focus Orientation

  • The 4 Groups of Customers
  • Types of customers
  • The 7 Customer Behaviors
  • Researches Findings
  • A Complaint Is a Gift
  • How to lose your customers?

Day 2

Improving Performance

  • Communication skills with customers
  • Emotional Intelligence
  • Establishing Focus
  • Fostering Teamwork
  • Managing Change

Day 3

Results Orientation

  • Balanced decision making
  • Understanding motivation use
  • Problem and situation analysis
  • Effective Communication
  • Body Language
  • Sandwich Technique

Day 4

Healthcare Quality Orientation 

  • Indicators for Customer Satisfaction
  • Cost and Benefits of Quality
  • The Continuous Improvement Process
  • Sustainable development of Quality
  • PDSA Cycle
  • Obstacles to achieving Quality

Day 5

Negotiation Skills

  • Negotiation Styles
  • 4 Key Concepts in Negotiation
  • Barriers to Agreement
  • Skills of Effective Negotiators
  • Program Review and Evaluation


Oxford Management Centre Certificate will be provided to delegates who successfully completed the training course.



In association with

GLOMACS Training & Consultancy

GLOMACS Training & Consultancy

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Course image
5 Days
Choose the date and location that suits you:
Classroom Sessions
08-12 Jul 2024
Fee: $5,950
Book your place
28 Oct-01 Nov 2024
Fee: $5,950
Book your place



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