Patient experience and infection prevention awareness

Improve how patients feel about their care while keeping them safe from infection.

Patients judge their care by how safe they are and how they are treated. This programme combines two areas that every patient-facing employee contributes to: patient experience and infection prevention. Participants practise compassionate communication across languages and cultures, handling worried or angry patients and families, and protecting dignity and privacy. They also refresh the everyday habits that prevent infection: hand hygiene, standard precautions, cleaning and safe waste handling. It is awareness training and does not replace clinical certifications or your facility’s infection control policies.

Who it is for: Nurses, healthcare assistants, receptionists, porters, cleaners and other patient-facing staff in hospitals and clinics.

What it covers: What shapes patient experience; Compassionate communication with patients and families; Hand hygiene and standard precautions; Cleaning, waste and safe environments.

Patient experience: What patients and families value, First impressions at reception and on wards, Dignity, privacy and respect, Cultural and language considerations.

Communication: Listening and explaining clearly, Handling complaints and anger, Breaking difficult news (non-clinical roles), Working with interpreters.

Infection prevention: How infections spread, Hand hygiene moments, Standard precautions and personal protective equipment (PPE), Sharps and exposure incidents.

Safe environment: Cleaning and disinfection roles, Waste segregation, Linen and spills, Reporting concerns.

Outcomes: Better patient feedback and fewer complaints; More consistent hand hygiene and precautions; Staff who feel confident in difficult conversations.

Is this a clinical course? No. It is awareness and communication training for patient-facing staff and does not replace clinical certifications.

Does it follow our infection control policy? Yes. We review your policies and align the content so staff hear one consistent message.

Can non-clinical staff attend? Yes. Receptionists, porters and cleaners have a big influence on both experience and infection prevention.

Can it run around shifts? Yes. We repeat short sessions so all shifts can attend.

Contact OPDEV UAE · ask@opdev.ae · United Arab Emirates (WhatsApp +44 7440 585456)