Designed &
Presented by
Bill Cropper
A 1-day clinic on patient-centred principles for cultivating caring & compassion in health-care
 Creating a ‘Patient-First’ Culture
Patient-centered care is increasingly coming into the
spotlight as an integral part of health practice worldwide. A
prime focus of the British Health System overhaul is
creating a culture of compassion. Closer to home, the
Queensland Blueprint for Better Healthcare has “putting
patients at the centre of all we do” as the first of its six key
values.
The reaction of many healthcare professionals to pleas to
be more caring and compassionate is dismay or disbelief.
In our minds, this is what we already do day-in and day-out.
We all say we put patients first. But do we? Many of us put
ourselves first. In our busy jobs, when we feel stressed,
pressured or plain overloaded, we think of our priorities,
pressures or procedures we need to carry out, and we put
these before patients. We forget to connect. We convince
ourselves we haven’t got time to say that little bit extra or
do those small acts of kindness that really make a
difference and patients remember. This is natural - but it’s
not patient- first-focused.
 About the Putting Patients First Clinic
This 1-day clinic centres on 5 Principles for Putting Patients
First. It focuses on a collection of emotional awareness and
conversation tools to help cultivate caring, connecting and
compassion, not clinical or procedural aspects of patientcentred care which are well documented in most healthcare
protocols. It picks up on key relational topics of patientcentred care such as:
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Seeing us through patient eyes: is it about them or you?
Caring values: the 5 essential Patient-First Principles
Unpacking the 3-C’s – Caring, Connecting, Compassion
Emotional Intelligence: patient-first, clinical connections
Clinical detachment: ways we de-personalise patients
Emotional contagion: how bad feelings infect patients
Emotional self-management: handling hijacks & hostility
How we really come across: feelings, behaviour & deeds
Watch what you say: damage don’t-care messages do
Rude is not the rule: consideration & courtesy count
Clinical value of connective moments – speak with heart
Crank-up the care-factor: empathy & compassion scale
Compassion: fatigue factor or stress-reliever?
Personal practices & action formulas for patients-first
 Who is Putting Patients First for?
This clinic can benefit anyone from any level or stream in
your health-care chain – clinical, administration, operations
– leaders, staff, nursing, clinicians, physicians, oral health,
allied health, mental health, educators, registrars.
If you want to improve your patient-first practice, gain new
tools to enhance the quality and professionalism of your
patient interactions and increase mindfulness and personal
mastery through adopting more patient-centred principles,
attending this clinic will help you.
The 3-Cs of Patients-First
With those daily heavy-duty demands, it’s easy to forget patients
aren’t just bundles of symptoms to routinely treat. We don’t
consider enough how we come across to patients. We’re not
always mindful enough of what we say, how we say it and the
impact it has. And for many, it was never in our training.
A patient-first mentality amounts to more than just doing the
procedures we’re required to do with consideration, courtesy and
respect. That’s proficiency. It’s a basic part of our job - the
minimum expected. It’s also easy to forget patients are people
who need human understanding, empathy and compassion, and
treat them with clinical detachment – as bundles of symptoms or
captives in a system that puts its own needs over those of
patients.
When we see people as cases, relate to their condition and not
them, or worse, just see a bundle of demands, difficulties or
emotional dilemmas we don’t want to deal with – we depersonalise them. Putting patients first calls on us to cultivate
qualities we call The 3-C’s: Caring, Connecting & Compassion –
and this clinic explores tools, practices and formulas to help do
just that.
What will you be able to do?
We all have different ideas about what patient-centred care is
and how to do it. Putting Patients First aims to get people on the
same page – to know what it means, what it looks like and most
of all, how to act it. Whether you’re clinical, admin or operational,
the clinic can help you to:
 Understand and practise ways to apply the 5 essential
Principles for Putting Patients First
 Be more mindful of the impact your own behaviours have on
our patient experience of care
 Identify what gets in the way of putting patients first & reflect
on how you come across to patients
 Manage moods and connect positively with patients
 Apply formulas to enhance the 3-C’s of putting patients first caring, connecting, compassion
 Develop your own action plan for putting patients first
Course Features...
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Complete a personal pre-course patient-first inventory
Practise the 5 essential Patient-First Principles
Work on your own patient-first scenarios
Run a patients-first values & culture scan back at work
Rehearse tools and formulas to connect better
Create your own personal patient-first action plan
Comes with a 100-page self-coaching kit with 20 tools
Further Information:
To discuss program content or in-house delivery options for
your Service… Contact Bill Cropper:
Tel:
Email:
Web:
07-4068 7591 Mob: 0429-687513
consult@thechangeforum.com
www,thechangeforum.com
 Bill Cropper 2013 --------------------------------------------------- rev 25/06/13 -------------------------------------------------------- Coaching Clinics for Leaders & Teams 
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Where & When?
 The 5 Principles of Putting Patients First:
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1: Put patients first – remind yourself: “it’s all about them, not me”
2: Manage your moods – don’t infect patients with your bad feelings
3: Connecting costs nothing – be present, be personable, be patient
4: Watch what you say – respect, courtesy and consideration really count
5: Crank-up the care factor – compassion is not an optional extra
Requests welcome for delivery in your
District, town or region. Locations & dates
currently scheduled 2013:
Brisbane
Ipswich
Redcliffe
Toowoomba
Gold Coast
Sunshine Coast
Hervey Bay
Rockhampton
Townsville
Mt Isa
Cairns
 What Health People Say about Putting Patients First
“An extremely powerful catalyst for developing a model of care that puts the patient
first. I’m working on a 5 star model of care – and this has given me so many
resources and the motivation to get it up and running.” Aschleigh Perring, Nursing Director
“The workshop encouraged me to stop being in such a rush, to try to be more
helpful and pleasant to patients, not just hurry around leaving a trail of people who
don’t understand what’s going on behind me. It’s not all about ME!” Peggy Lea McMillan,
Patient Trust Clerk
“Valuable to do these sort of things. I wholeheartedly agree that we are here for the
patients and it’s important to communicate that and be more aware to watch what we
say and how we come across.” Dea Sprong, Administrative Officer
“I enjoyed the workshop. Very useful and good learning for all with contemporary,
research-based, common sense content.” Dan Manahan, Medical Superintendent
“Challenges you to think about whether the service you provide is really patientfocused and whether your belief that something is when it may really be just stafffocused. PPF will benefit not only our patients but their families and the community
as a whole. Thank you.” Allison McGregor, Nursing Director
“Made you think about the choices you make – whether to be present or absent in
how you treat patients... I’ve resolved to be more present while listening to patients,
take on the principles of PPF and make these our focus.” Helen Jones, Nurse Unit Manager
“Very worthwhile. I’d recommend all staff attend this workshop so they’re on the
same wave length and encourage each other to act in a way that really does put
patients first.” Jodie Senescall, Oral Health Services
 About your Presenter:
Bill Cropper, Director of The Change Forum is a Queensland Health preferred
provider for leadership, coaching and culture change services. He has extensive
health-specific experience from working with NSW Health and throughout
Queensland for over 10 years, delivering leadership, team-building, emotional
intelligence and conversational coaching clinics in-house to executives,
directors, team leaders, clinicians, as well as administrative, specialist and
operational units. He’s run programs for units in major city and small regional
hospitals, working with many professional streams within Health – nursing,
health promotion, mental, community and allied health through to special
support units like Patient Safety, Information Services, HR, district executive
teams and the EMT. Leadership programs he’s conducted for Queensland
Health range from Leading with Emotional Intelligence, Leading Change and
Dealing with Difficult Discussions to working with individual units on culture
change, workplace improvement and team development topics like respectbuilding, team design, dealing with difficult team moments and facilitating teamplanning and strategy. As well as attending in-house programs, thousands of
health professionals have participated in Bill’s public leadership forums and
coaching clinics he conducts regularly around Queensland. Putting Patients
First blends Bill’s experience with his ongoing commitment to building better
relationships through more constructive conversations and creating cultures
that are more connective and compassionate.
Our Change, Learning & Coaching Services
Based on a change management consulting background of over 20 years, we
provide a range of change, learning and coaching services for leaders and
teams. Our Profile of Change Services outlines typical change management
areas we often assist with. Our Working Better Together Prospectus offers tips
and examples of tailored interventions we often provide to help build better
teams. An outline of all scheduled programs we currently offer can be reviewed
in our Directory of Public Programs, themed as Emotional Intelligence,
Conversational Mastery, Leadership Culture & Change, Building Better Teams
and Facilitation & Coaching. For those leaders who prefer personal coaching
support, our Leadership Coaching Prospectus offers insights to our approach.
And we’re always pleased to assist with facilitation and presentations for
conferences, seminars, planning forums, team meetings or other relevant
events. Bill delivers informative, interactive, thought-provoking sessions on
topical themes with a presentation style that is relaxed, down-to-earth, amusing,
affirming and engaging.
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Aug 29, Nov 7
Aug 30
Oct 29
Nov 1
Dec 9
Oct 28
Nov 6
Sept 13
Aug 21, Nov 15
Sept 4
Sept 6, Nov 14
Venue advised on registration
Session time: 8.30am – 4.30pm
Cost & Registration?
[GST inc] 1-2 places 3-5 places 6-9 places
Intro Offer $440pp $420pp
$410pp
Standard $473pp
$440pp
$420pp
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Other discounts may be offered
Max 20 places per event
Lunch, refreshments, Guidebook included
Payment on Invoice by card or EFT
Fee transferable but non-refundable
Full registration terms on-line
Registration form on last page
OR Register on-line
In-House Programs…
This program can also be conducted inhouse as a full-day interactive skills clinic,
half-day seminar or series of group
coaching sessions to fit with shift rostering.
In-house
clinics
enhance
shared
understanding, strengthen relationships
and increase the likelihood of people
applying new ideas productively in ‘realtime’ at work. Item costing applies for inhouse programs - contact Bill Cropper to
discuss your needs and arrange a quote.
What people Say about Bill
“I appreciated your laid-back, informal
approach to delivery. I left feeling
motivated and eager to put what I’d learnt
into practice” Di Grech
“I really enjoy your facilitation style Bill - a
well balanced mix of theory, practical and
humour in a relaxed, fun atmosphere that
makes learning easier.” Mickey Polkinghorne
Our Services… Contact Us:
For more information on this program or
our change, learning, coaching, team
development and facilitation services,
contact Bill Cropper:
Mob:
Tel:
Fax:
Email:
Web:
0429–687513
07-4068 7591
07-4068 7555
consult@thechangeforum.com
www.thechangeforum.com
 Bill Cropper 2013 --------------------------------------------------- rev 25/06/13 -------------------------------------------------------- Coaching Clinics for Leaders & Teams 
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Registration Request
Also Register ON-LINE at
http://www.thechangeforum.com/Registration.htm
Multiple Registration DISCOUNTS:
Introductory Fee Scale…
Regular Fees…
1-2 places
$440 each
$473 each
3-5 places
6-9 places
$420 each
$410 each
$440 each
$420 each
10+ places
$400 each
$410 each
All Fees GST inc.; Fees due on registration, payable within 14 days of Invoice and prior to event; Fee transferable up to 14 days prior but not refundable;
Substitute welcome up to commencement; See website for full terms& conditions; EFT & Credit Card payment preferred; Card processing fee applies; Priority
given to paid reservations; Minimum attendance required otherwise event may be rescheduled at the discretion of The Change Forum;
Fee covers course attendance, guidebook, lunch & refreshments – participants arrange their own travel & accommodation
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 More Information?
TEL: 07–4068 7591Mob: 0429–687591 or Bill Cropper: 0429–687513
 EMAIL: register@thechangeforum.com  FAX: 07-4068 7555
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 Bill Cropper 2013 --------------------------------------------------- rev 25/06/13 -------------------------------------------------------- Coaching Clinics for Leaders & Teams 
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