Certified Patient Experience Training
Time & Location
About the Event
Patient Experience Online Learning Program: Advancing Knowledge and Skills for Leadership of High-Quality Healthcare Experiences
Outline: Six Week Program (12 interactive modules, delivered n 2 hour live virtual sessions, two days/week)
WEEK 1: Introduction to Patient Experience: Partnership and Advocacy.
The Patient Experience Course will begin with an overview of content and expectations of the program. The patient-centered care movement has shifted the way that we conceptualize highquality healthcare.
Module 1 Learning Objectives:
• Introduction to Patient Experience o Recognize the definition of “patient experience”;
o Understand the value of measuring and enhancing patient experience;
o Review the history of the patient experience “movement”;
o Identify key components of partnership and advocacy.
This course will provide an introduction to the concept to “patient-centered” care. Partnerships with patients and families allow them to become more active participants in their own healthcare experiences. Advocacy efforts aim to influence policies within the healthcare system so that healthcare leaders are inspired to implement patient-family centered practices.
Module 2 Learning Objectives:
• Patient-Centered Care as core tenant of patient experience
o Define the term “patient-centered”
o Review research supporting the importance and value of patient-centered care
• Partnerships with patient and families
o Recognize the rights and responsibilities of patients;
o Identify cultural needs related to the diversity across patient populations;
o Develop strategies to create trust and partnership with patients and families.
• Advocacy and impacting patient experience within the system
o Identify persuasive strategies to establish the rationale around patient experience;
o Review examples of successful approaches from other healthcare organizations who have improved patient experience
WEEK 2: Measurement, Analysis, and Design of Patient Experience Measurement occurs through various modes of data collection to gather information regarding patient and family experiences of care.
Module 3 Learning Objectives:
• Measuring patient experience o Define the key drivers of patient experience
o Define terminology used in measurement processes
o Review survey data collection tools applicable to patient experience
o Examine quantitative and qualitative feedback methods o Review uses of basic descriptive statistics
o Recognize regulatory requirements relevant to patient experience Analysis requires focused interpretation and integration of data as patient experience professionals seek to understand the meaning of the data collected in the measurement phase.
The analysis process provides valuable information to inform and direct patient experience improvement efforts.
Module 4 Learning Objectives:
• Analyzing patient experience
o Review interpretation methods to identify trends in patient experience data reports
o Explore strategies for recognizing improvement opportunities; mechanisms for reporting data to various stakeholders.
WEEK 3: Design of Patient Experience Design refers to the process improvement and planning process to anticipate optimal patient experiences. Innovative design strategies involve enhanced processes and technological advances aimed to improve efficiency and to create more positive experiences.
Module 5 Learning Objectives:
• Design and innovation in patient experience
o Review assessment strategies for evaluation of the healthcare environment
o Consider the role of technology as a tool for patient experience improvement
o Examine process improvement program options
Module 6 Learning Objectives:
• Explore best practices for approaches for mapping patient experience
• Review innovative programs and outcomes of other healthcare organizations as leaders in the field
WEEK 4: Communication and Service Excellence Communication is an essential tool to engage patients and families as active partners in the healthcare experience. The relationship-building skills of clinicians and healthcare staff must foster strong relationships, build trust, and explain complex information in a way that patients can understand.
Module 7 Learning Objectives:
• Communication skills to enhance patient-provider interactions
o Build rapport with patients and family members
o Elicit patient perspectives
o Practice active and reflective listening skills
o Utilize techniques for responding to patient and family emotions o Practice verbal and nonverbal empathic responses o Explain information in a way that patients and family can understand
o Assess knowledge and understanding of patients and families
• Developing Communication skills training and coaching programs to enhance experience
o Review data on program improvement efforts for communication training
o Discuss trainer and program development opportunities
o Consider ways to adapt your efforts Service excellence in the context of healthcare refers to the planned process of avoiding negative experiences and of repairing relationships with dissatisfied patients and/or families.
Service excellence differs from complaint management by focusing on avoiding dissatisfaction, rather than simply recovering when failure occurs.
Module 7 Learning Objectives:
• Service excellence programs to build better patient experience
o Define key principles of service recovery
o Explore strategies for preventing and addressing patient concerns and complaints
o Discuss ideas for service recovery program implementation
o Review exemplary programs as models of success
WEEK 5: Organizational Culture Change and Leadership to Drive Experience Organizational culture change requires a variety of tactics and must be driven by leadership. Organizational changes are typically necessary in order to improve patient experience.
Module 9 Learning Objectives:
• Organizational culture and the relationship to patient experience
o Explore tactics to align patient experience goals with overall organizational mission, vision, and values statements o Examine change “readiness” assessment tools A successful patient experience strategy will require the development of a strong implementation plan.
This course will examine organizational change management and consider strategies for assessing organizational “readiness”.
Module 10 Learning Objectives:
• Review change management strategies that may assist with patient experience improvement
o Identify engagement strategies for goal-setting around patient experiences
o Develop action plans to engage key leaders and stakeholders
WEEK 6: Identify Action Planning Strategies When combined with data, leadership, and effective design, action planning ensures consistent improvements and thus optimal experiences for patients and families. In conjunction with identification of a means for effective and strategic leadership to advance patient experience improvements, participants will identify key messages from the course that they might implement into practice as leaders of patient experience at their home institutions.
Module 11 Learning Objectives:
• Identify Action Planning Strategies
o Departmental vs. organizational
o Lean approaches (Objective data; By who, by when o Priority-focused
o Develop your individual plan to apply knowledge from the course o Create a strategic timeline
Module 12 Learning Objectives:
• Present action plan to a small subset of the group for peer-feedback
• Apply knowledge from across the entire course
• Submit evaluation form
- Early bird Ticket$899+$22.48 Service fee$899+$22.48 Service fee0$0
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