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Course Schedule
Classroom Sessions:
Date Venue Fees
01 - 05 Jul 2024 London - UK $5,950
11 - 15 Nov 2024 London - UK $5,950
Course Description


To mould and strengthen a great healthcare organisation’s sustainability and reputation, it is vital to gain and reach the “Excellence” by having Patient-focus. This 5-day Managing Healthcare Delivery 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 organisation.

This highly participative 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 GLOMACS Managing Healthcare Delivery 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


In-order to have a modern competitive hospital, you will need to adapt the concept of “Patient-Focus” to enhance your healthcare efficiency and reputation. By the end of this training course, participants will be able to know what is meant by “Managing Healthcare Delivery” in transforming the patient experience in healthcare facility. The primary objective of Managing Healthcare Delivery training course is to enhance the healthcare professionals’ skills and knowledge.

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 organisations 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


This GLOMACS 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


Patient-Focus Orientation

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


Improving Performance

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


Results Orientation

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


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


Negotiation Skills

  • Negotiation Styles
  • 4 Key Concepts in Negotiation
  • Barriers to Agreement
  • Skills of Effective Negotiators
  • Program Review and Evaluation
  • On successful completion of this training course, GLOMACS Certificate will be awarded to the delegates
  • Continuing Professional Education credits (CPE) : In accordance with the standards of the National Registry of CPE Sponsor, one CPE credit is granted per 50 minutes of attendance
Providers and Associations

Endorsed Education Provider

  • Quality Logo

GLOMACS is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its website:

In Association With

Oxford Management Centre

Oxford Management Centre

A GLOMACS - Oxford Management Centre collaboration aimed at providing the best training services and benefits to our valued clients.

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GLOMACS Training & Consultancy
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