Patient Experience Strategy

  • This element of the course is designed to help you understand what it means to be able to position your organization in a competitive market through a patient experience strategy. The concept of organizational adoption and accountability, necessary for change, will also be addressed. It will help you develop a deeper understanding of a changing healthcare landscape that challenges you to question every aspect of your current business stance.   It draws upon relevant research and practice to help you apply concepts that are applicable to your organization. Key aspects of becoming a patient-centric organization includes: understanding the patient experience ecosystem and organizational change.  The course will focus on these themes and how organizations need to align to adopt a patient experience mindset.  Additionally, the course will explore how this adoption can be measured to ensure accountability.

Patient Centric Culture

  • This element of the course will introduce you to the value of establishing a patient-focused healthcare organization and how this can be achieved by applying principles drawn from research and practice.   A key aspect of building a patient-centric culture is to intimately involve the patient/family and the patient’s preferences, needs, and values while applying a comprehensive biopsychosocial perspective.  The course, therefore, will also focus on how to build patient and employee engagement by creating a patient-centered culture founded on the principles of compassion, service, and high quality.  The course will explore various models of engagement, their impact on creating value, methods to galvanize all stakeholders through unified internal communications, alignment with patient experience strategy, and improving reliability in healthcare.

Patient Experience Design & Innovation

This element of the course will introduce you to the concept of design thinking and its application in Patient Experience (PX) practice.  It will also cover patient journey mapping, a powerful diagnostic tool used to understand and improve patient experience.  We will explore the key objectives of developing journey maps and the end-to-end development process.  We will also discuss a handful of practical tips that help you make your journey mapping exercise an actionable tool to achieve your patient experience goals.  Emotional and motivational advances are also covered to provide a blueprint for granular actions to engage stakeholders in the PX ecosystem. 
This course will also introduce you to the concept of Voice of the Customer (VOC) and its role in the development of a patient focused organization.  VOC forms the foundation for harnessing insights and making changes to leverage the strengths of organizations and mitigates all the weaknesses.  You will understand the scope of VOC activities, how it is necessary to integrate it into the fabric of businesses, and its growing importance for overall health care organizational performance.

Patient Experience Measurement & Analysis

In this element of the course, you will be introduced to the metrics and measurements that are used in patient experience (PX) management and how these measures should be used.  It also introduces some widely-used methods from the business world. Building a patient experience centered organization requires incremental change and measuring this change is critical to success.  The course will focus on these themes and how organizations choose, improve and understand their metrics.  The course will explore various patient experience measurements, some of which are borrowed from other industries, how these measurements are used and which metric can be used to measure different aspects of the patient experience.