Course Outline

• An Overview of Health System - case study from a developed country and a developing country
• Social Marketing and Customer Service in Health-Care Organizations
• ERP in the healthcare business: how and what?
• Project Management
• Management of Team Decision-Making Processes and Conflict Resolution

MODULE 1: An Overview of Health System – Case Study From a Developed Country and a Developing Country

• Defining a health system
• Components of a health system
• Characteristics of a functioning health system
• Challenges and emerging health Issues
• Case study Kenya
• Case study Israel

MODULE 2: Customer Service in Health-Care Organizations

• Benefits of excellent customer service in a healthcare setting
• How patient satisfaction impacts the bottom line
• Understand the importance of attitude
• Listening skills
• Learn basics of emotional intelligence and managing emotions
• Deal with senior and disabled patients
• Stress management techniques

MODULE 3: Digital Marketing and Social Media Use in Healthcare Systems

• Introduction to e-marketing
• The basics of major social networks and how they fit into the health care industry
• Importance of social media in today’s business/corporate and humanitarian environment
• Social media presence and marketing
• Integration of online and conventional marketing
• Permission marketing models
• E-Commerce promotion tactics
• E-Commerce strengths and weaknesses
• Online publicity
• Developing effective marketing databases
• Target marketing
• Effective search engine optimization

MODULE 4: Managing Health in Cultural Contexts

• Communication skills and the patient-doctor relationship
• Population health and the context of general practice
• Professional and ethical role
• Organization and legal dimensions

MODULE 5: Management of Team, Decision-Making Processes and Conflict Resolution

• Teamwork, Communication and Effectiveness in Health Care
• Decision making
• Problem solving
• Conflict management process