Clinical Communication, Empathy and Patient Experience Leadership – Certificate Course
Communication • Empathy • Patient Trust • Service Recovery • Leadership
A 6-month international certificate program designed for clinicians, nurses, administrators, quality teams, and healthcare professionals who want to master the skills that matter most in real-world patient care: effective communication, empathy, conflict management, patient experience, and service recovery.
A Premium Certificate Course by Charkos Academy
Transform How You Communicate, Connect & Lead in Healthcare
A 6-Month Global Learning Experience
Develop the essential non-clinical competencies required to deliver safe, compassionate, patient-centred care — across hospitals, clinics, telemedicine, oncology, emergency, critical care and more.
💬 Live Communication Workshops
❤️ Empathy Skills Training
🛠 Service Recovery Simulations
🏥 Patient Experience Case Studies
🌍 Global Faculty • Global Standards • India-Centric Application
INR 15,000 (inclusive of GST)
EMI options available through the payment Gateway.
6 months (self-paced with live sessions)
A Course Designed by Global Experts in in Healthcare Communication & Patient Experience
Why Choose Charkos Academy?
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At Charkos Academy, we believe that clinical excellence must be paired with communication excellence.
Our programme is built to address the real interpersonal challenges clinicians face today — especially in the Indian healthcare environment.Every learner gains:
- A practical, globally aligned curriculum rooted in real patient interactions
- Live demonstration & role-play sessions with communication specialists
- India-specific training for OPDs, emergencies, ICUs & family counselling
- Module-wise reflection tasks & assessments
- Service recovery scripts, templates & ready-to-use communication tools
- A final OSCE-style exam validating practical competence
- Hybrid learning format: online coursework + live workshops
- A global, multidisciplinary peer cohort for shared learning
What You Will Learn
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By the end of this programme, you will be able to:
- ✔ Communicate clearly, calmly & effectively — even under stress
- ✔ Use empathy frameworks proven to build trust in clinical encounters
- ✔ Break bad news using structured tools (SPIKES, NURSE)
- ✔ Handle difficult conversations with anxious, angry or grieving families
- ✔ Improve patient experience using behaviour-based micro-skills
- ✔ Perform service recovery to de-escalate complaints and prevent escalation
- ✔ Manage conflicts safely, reducing medico-legal risk
- ✔ Use communication scripts for OPD, ICU, emergency & telemedicine
- ✔ Lead teams using emotional intelligence & values-based leadership
- ✔ Reduce patient complaints, misunderstandings & negative outcomes
- ✔ Present yourself as a confident, compassionate clinician leader
Who is this course for?
Doctors (MBBS, MD, MS, DNB, consultants, residents)
Nurses, Nurse Managers & Matrons
Hospital Administrators & Operations Teams
Quality, Patient Relations & Experience Teams
ICU, Emergency, Oncology, Paediatric & Surgical teams
Allied health professionals
Anyone seeking leadership roles in healthcare
Professionals in Healthcare Research
Key Highlights
- 8 comprehensive modules covering communication, empathy, service recovery & leadership
- 6-month structured learning designed for busy clinicians
- Live role-play workshops & scenario-based training
- OSCE-style assessments for real conversation mastery
- Practical scripts for OPD, ICU, ER, breaking bad news & escalations
- India-centric approach tailored to cultural, emotional & medicolegal realities
- Applicable across all healthcare settings
- Final certification exam validating communication & leadership competence
Why This Course Matters
Most clinicians are trained to diagnose and treat —
but not how to:
- Communicate under pressure
- De-escalate an angry patient
- Express empathy professionally
- Deliver difficult news
- Manage family expectations
- Recover from a service failure
- Lead with emotional intelligence
Yet over 70% of patient complaints worldwide are communication-related, not clinical errors.
This course fills that gap by focusing on:
- Pattern-based communication techniques
- Evidence-driven empathy models
- Service recovery frameworks
- Behavioural leadership
- Cultural sensitivity
- Conflict de-escalation
You will learn not just what to say — but how, when, and why.
FINAL CERTIFICATION REQUIREMENTS
To earn the Certificate in Clinical Communication, Empathy & Patient Experience Leadership, learners must:
- Complete all module assignments
- Score ≥ 60% in the Final OSCE + MCQ Exam
- Participate in at least 3 live workshops
- Submit one reflective communication case (optional but recommended)
Certification reflects verified competence in communication, empathy, patient experience and service recovery.
Why Healthcare Professionals Love This Course
✔ Case-based learning mirroring real OPD, ICU & ER scenarios
✔ Practical communication scripts & frameworks
✔ Live + recorded format for busy schedules
✔ Skills that improve patient satisfaction & hospital ratings
✔ Helps reduce conflict, burnout & medico-legal challenges
✔ Supports career growth into leadership & admin roles
Career Benefits
You will be able to:
- Communicate with confidence across all patient-facing situations
- Improve patient experience & satisfaction scores
- Reduce misunderstandings, complaints & risk of conflict
- Strengthen your leadership presence in clinical teams
- Become a go-to communicator in your hospital
- Build a portfolio for quality, patient experience & leadership roles
- Elevate your patient relationships & clinical impact
Practical Tools You Will Receive
📌 OPD communication scripts📌 ICU & emergency communication templates
📌 Breaking bad news frameworks (SPIKES, NURSE)
📌 Service recovery communication pathways
📌 Conflict de-escalation scripts
📌 Patient experience micro-skills checklist
📌 Complaint-handling protocols
📌 Emotional intelligence toolkits for clinicians
📌 Real-case communication video library
Course Curriculum
COURSE STRUCTURE
(Modules & Learning Outcomes)
Module 1 — Foundations of Empathy & Clinical Communication
Science of empathy • Rapport building • Microbehaviours • Trust
Module 2 — Communication in OPD, IPD & Telemedicine
Explaining diagnoses • Setting expectations • Reducing misunderstandings
Module 3 — Difficult Conversations & Breaking Bad News
SPIKES • NURSE • Handling anger, denial, grief
Module 4 — Patient Experience Leadership
Experience drivers • Wait-time psychology • Emotional safety
Module 5 — Service Recovery Mastery
Apologies • De-escalation • Complaint handling • Preserving patient trust
Module 6 — Conflict Resolution & Medico-Legal Awareness
Managing high-risk interactions • Documentation • Safe communication
Module 7 — Leadership, Team Dynamics & Emotional Intelligence
Team culture • Psychological safety • Communication in crises
Module 8 — Scenario-Based OSCE Workshops
Role-play • Script-building • Real case simulations • Feedback
Assessments & Certification
✔ Communication OSCE
✔ MCQ exam
✔ Reflective practice assignment
✔ Certificate upon completion
Gain Advantage From experts
Course Mentor:
Dr. (Maj) Prashant Kumar Singh Chauhan
MBBS, MD
Consultant, Healthcare Quality & Patient Experience
Clinical Communication Expert • Patient-Centred Care Advocate • Hospital Quality & Safety Specialist
Dr. Prasanth Chauhan is a dedicated healthcare quality and patient experience specialist known for his work in strengthening clinical communication, empathy-led care, and hospital service excellence. With extensive experience in multidisciplinary hospital environments, he has trained clinicians, nurses, and healthcare teams in delivering safer, more compassionate, and patient-centred care.
A medical graduate with advanced training in quality improvement, Dr. Chauhan has been involved in NABH-driven initiatives, patient experience redesign, safety culture development, and communication training across various departments including emergency, critical care, oncology, and surgery. He is widely appreciated for translating complex behavioural concepts into simple, actionable communication tools that clinicians can use instantly in real practice.
His workshops cover empathy skills, conflict de-escalation, difficult conversations, service recovery, and patient rights — equipping healthcare professionals with the interpersonal and leadership competencies essential in today’s high-pressure clinical settings.
Key Expertise:
- Clinical Communication & Empathy Training
- Patient Experience & Service Recovery
- NABH Quality & Safety Standards
- Conflict De-escalation & Complaint Handling
- Breaking Bad News & Difficult Conversations
- Emotional Intelligence for Healthcare Teams
Dr. Chauhan’s work is centred on one mission: helping healthcare professionals communicate with clarity, compassion, and confidence — ultimately improving patient trust and organisational culture.
How The Course Benifits You
🧠
Master real-world communication skills
🛡️
Reduce complaints & prevent conflicts
⚡
Communicate complex ideas clearly & confidently
🧩
Lead teams using empathy & emotional intelligence and Build deeper, trust-based patient relationships
🏅
Strengthen Your Professional Profile
Gain globally useful skills & a respected certificate.
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Flexible Learning for Busy Professionals with Live + recorded sessions accessible anytime.
Get Certified By Charkos Academy!
Yes! You will get a course completion certificate by Charkos Academy once you complete the course and the assignment!
FAQ
Is this course suitable for all healthcare professionals?
Yes — doctors, nurses, technologists, admin teams & quality staff all benefit.
Is this course India-specific?
It is globally aligned with Indian cultural & operational nuances integrated.
Will this help reduce complaints & improve patient satisfaction?
Absolutely — this is one of the core outcomes of the programme.
Can I watch recordings if I miss live sessions due to time zones?
Absolutely. All live classes are recorded and available on-demand.
Is prior communication training required?
No — the course starts from foundations and builds advanced competence.
Will I receive a certificate?
Yes — a globally-usable digital certificate upon successful completion.
How is this course different from generic communication or soft-skills programmes?
This course is built exclusively for healthcare professionals and uses real clinical scenarios from OPDs, ICUs, ERs, oncology units, and inpatient care. Instead of generic soft-skill theories, it teaches clinically relevant communication strategies, empathy frameworks, service recovery methods, conflict de-escalation tools, and patient experience principles that directly apply to everyday medical practice. Every module mirrors real interactions clinicians face, making it practical, actionable, and immediately useful at work.
Can international institutions partner with Charkos Academy?
Yes. Institutional collaborations are available for training programs & custom modules.
How long is the course accessible for?
The course is available with access for 1 year from the date of course purchase. You are welcome to watch the videos as many times as you like to master the learning.
Can my organisation book group training?
Yes — group packages and tailored delivery options are available for healthcare teams with bulk discount coupons.
