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Certified Patient Experience Training

Advancing Knowledge and Skills for High-Quality Healthcare Delivery


I'm your instructor, Laura Cooley

Senior Director of Education and Outreach, Assistant Professor of Clinical Medicine

The Academy of Communication in Healthcare, Vanderbilt University School of Medicine

Dr. Cooley leads efforts for outreach and development for The Academy of Communication in Healthcare (ACH), a non-profit organization with mission of improving healthcare through education, research, and practice that focuses on communication and relationships with patients, families, and healthcare teams. She also serves the Editor-in-Chief for the Journal of Patient Experience. Additionally, she hold an academic appointment as an Assistant Clinical Professor of Medicine at Vanderbilt University School of Medicine.

Course Overview

Patient Experience is an emerging field in healthcare with a focus on improving quality, safety, and service through increased accountability and expectations. The course is delivered by experts from The Academy of Communication in Healthcare (ACH). This live course provides an in-depth overview of knowledge in the following four patient experience learning domains:

1) Partnership and Advocacy
2) Measurement and Analysis
3) Design and Innovation
4) Organizational Culture and Leadership

5) Identify Action Planning Strategies

6) Communication and Service Excellence

Encompassed within each of the four core domains, participants in the course will learn about the following categories: The history and evolution of patient experience, hospitality and customer service, metrics and measurement, organizational effectiveness, experience design, healthcare leadership and management, employee engagement, policy, patient- family centeredness, communication, coaching and developing staff and clinicians, cultural diversity, service recovery, and the role of technology in patient experience.


A certificate of completion will be provided to each participant to document active learning achieved during the live course. Course participant will earn Patient Experience Continuing Education Credits (PXEs), approved by The Patient Experience Institute (PXI), an extension of The Beryl Institute.

In just 6 Weeks 2 Hours twice/week you will learn:


Introduction to Patient Experience: Partnership and Advocacy.


Measurement, Analysis, and Design of Patient Experience


Design of Patient Experience


Communication and Service Excellence


Organizational Culture Change and Leadership to Drive Experience


Identify Action Planning Strategies

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About the Certification:

ACH Certified Patient Experience offers Patient Experience Continuing Education credits (PXEs) through Patient Experience Institute (PXI). The approved sessions are designated within the program. PXE credits are awarded for both internally developed and commercially offered learning opportunities.

ACH Certification

Prep Course for CPXP - strong foundational learning platform as preparation

Up to 30 PXE Credits by PXI

Laura Cooley has led presentations at many notable U.S. healthcare centers and at national events hosted by organizations:

Course Organised by VOSTAD & ACH

Tel: 8197851926     |

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