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Home  >  Conferences  >  Patient Experience Excellence Congress (PXEC) 2020
Conference Brochure

Patient Experience Excellence Congress (PXEC) 2020 is organized by Business Innovation Institute (BII) World and will be held from Mar 16 - 17, 2020 at Riyadh, Saudi Arabia.

Masterclass: 15 & 18 March, 2020
Congress: 16-17 March, 2020

Who Should Attend:
The conference will gather healthcare decision-makers and innovators who are committed to enhance person-centered care delivery initiatives: 

○ Government & Academia:
Health Ministries, Industry Associations, Research Institutes, Health Authorities, Accreditation Body 

○ Hospitals & Providers:
Public & Private Hospitals, Clinics (Primary, Secondary & Tertiary), Ambulatory Services, Rehabilitation Centers, Pharmaceutical.

○ Payers:
Public & Private Insurance Providers

○ Job Titles:
• Strategic Leaders – President /CEO/COO /CIO/ VP 
• Chief / Director – Nursing 
• Chief Medical Officer 
• Director – Health Informatics/IT 
• Director/Head/Manager/Officer – Patient Experience / Patient Care/ Patient Relations/ Patient Service /Patient Engagement / Patient Flow 
• Director / Head /Manager / Officer – Quality & Safety 
• Director / Head /Manager / Officer – HR & Operations 
• Head/Manager – Marketing & Business Development 
• Case Manager

Congress Overview​:
The Patient Experience Excellence Congress organized by BII World returns this year with exciting new content and a fresh new line-up of top global and regional trendsetters. The conference will gather more than 350 healthcare decision-makers and innovators who are committed to enhance person-centered care delivery initiatives.

These diligently selected experts will share their knowledge on innovation in healthcare delivery and how to spark change in the experience era. Experience leaders are in a unique vantage point to share their insights and the time has come to take lead and help usher in the emerging realm of healthcare revolution.

The event is being hosted Under the Patronage of Ministry of Health - Kingdom of Saudi Arabia

Join the congress to:

Make Connections with other patient experience leaders.

Be Inspired to continue the journey to improve patient experience.

Take Away New Ideas to enhance your patient experience efforts.

Central Themes: 
This year, program will lean more towards understanding experience touch points, the innovation required to break down silos and reinvent pain points, and learn more about new and exciting experience innovations in the following domains :
• High reliability: culture & reliability
• Caregiver Wellbeing & Engagement
• Patient, Family & Community
• Design Thinking & Co-Creation
• Metrics & Measurement:
• Quality & Clinical Brilliance
• Innovation & Digitisation
• Healing Facilities
• Governance, Policy & Regulation
• Engrained Compassion & Empathy
• Nursing Shared Governance

Masterclass - Half Day Masterclass A - 15th March 2020
Time: 09:30 - 12:30
Using Design Thinking to Transform the Patient Experience 
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.

Masterclass - Half Day Masterclass A - 18th March 2020
09:30 - 12:30
Resolving Complaints & Dealing with Difficult Patients

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 

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Conference Details

Scientific Poster : View Poster

Registration Desk

Contact No. : +971 4 584 5189
Abstraction date:
January 23, 2020

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Venue Address

Riyadh, Riyadh, Saudi Arabia

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Hotels Near Venue

Meral Crown Hotel
6.6 miles from venue
, Free Wifi
Price : USD 59.73 Per Night
Braira Hettin Resort & Villas
6.23 miles from venue
, Free Wifi
Price : USD 0.00 Per Night
Hilton Riyadh Hotel & Residences
5.96 miles from venue
, Free Wifi
Price : USD 123.76 Per Night
Almakan Hotel 108
5.23 miles from venue
, Free Wifi
Price : USD 32.00 Per Night

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