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About

The Patient Experience Body of Knowledge is a community-developed framework capturing the knowledge central to the role of the patient experience leader. Almost 400 individuals from 10 countries contributed to the development of the body of knowledge resulting in a broadly accepted set of 15 domains and associated skills reflecting the core accountabilities associated with being an effective patient experience leader. This work frames the field of patient experience, defines its core ideas and provides a clear foundation of knowledge that supports the consistent and continuous development of current and future leaders in the field.

Each of the 15 domains consists of three parts.

Part 1: On-demand learning session providing comprehensive content overview 
Part 2: Facilitated virtual classroom offering the ability to discuss practical application. Class size is limited and a minimum number of participants is required to hold each course. Download a printable version of the 2018 virtual class calendar.
Part 3: Online domain learning community for ongoing support (optional)

    Available courses

    Building trusting and effective relationships/partnerships is critical in providing excellence in patient care, clinical outcomes and high quality patient experiences.  Learn how to establish and sustain effective clinical relationships and to ensure engagement with your patient experience plans.    

    For coaching to be successful, an organization must adopt a Coaching Culture and embed coaching into the way extraordinary care and service is assured on a daily basis. In this course you will learn how to build a coaching culture with the help of the Patient Experience Leader, as he or she influences others up, across and down the organization, assists people in expanding their visions, builds their confidence and unlocks their potential toward achieving their performance goals.

    There are an unlimited number of factors that impact interpersonal as well as organizational communication effectiveness. Leveraging key communication strategies is essential for ensuring the optimal patient experience. In this course you will learn proven patient and family communication methods, components and processes necessary to develop and implement a strategic communication plan to support the patient experience and recommended educational efforts to reinforce the desired service behaviors.

    Cultural sensitivity begins with recognition that there are differences between cultures.  These differences are reflected in the ways that different groups communicate and relate to one another and to Healthcare Professionals.  In this course you will learn strategies and tools to support patient-centered care by identifying and addressing the differences in patients' values, preferences and expressed needs.

    An effective and high performing healthcare team is an essential key to the success of any organization. Attracting and engaging customer-focused employees who are passionate about providing the best and most compassionate care to the patient is a significant ingredient to ensuring a patient experience culture. In this course you will learn the key characteristics and benefits of an engaged workforce, how to hire for service attributes and implementation techniques to foster ongoing employee engagement.

    Gathering experiences from patients, families and staff through various mechanisms such as observations, interviews and identifying touch points is having a positive effect on designing environments that better meet and exceed patient's needs.  In this course you will learn an approach to systematically understand how to design, manage and deliver services and care to patients/families for an improved patient experience. 

    In this Healthcare leadership and management course, you will deepen your appreciation for the role of management and leadership on the patient experience journey.  You will learn tools to partner more effectively with senior leadership to change the culture to advance the patient experience.

    What is the history of patient experience and how did healthcare get where it is today? In this course you will travel back in time to explore the past, learning about the many influences that have led to the current patient experience movement that exists today.

    The hospitality industry offers healthcare a holistic view of the guest experience. Learn how touch points, or the series of interactions and encounters in your organization, can create a positive patient experience.

    Metrics screen shotBeing data-driven is essential for the patient experience professional. In this course you will learn how to understand, interpret and analyze data in ways that are both meaningful and purposeful to your organization.

    In order to improve the patient experience, significant organizational changes may be necessary.  Formulating a strong implementation plan will improve the likelihood of success.  In this course you will learn methods to assess organizational change readiness, create an effective improvement plan, and identify the leadership roles and responsibilities necessary to implement the plan.

    Engaging patients and families as partners in their healthcare is a national priority, and top of mind for healthcare organizations is exploring ways to ensure an approach that is patient and family centered. In this course you will learn the core concepts of patient family centeredness, explore and contrast three different PFCC models and create a plan that supports your organization's efforts to become a patient & family centered organization.

    Policy, regulations and ongoing healthcare reform are a contributor to transformational change in the healthcare industry.  In this course you will explore and better understand the policy and regulatory issues that influence healthcare and the impact on your patient experience efforts.    

    Even in the best care settings things can go wrong. Service Recovery is the sincere effort made with patient and family members when expectations fall short.  In this course you will learn the benefits of having a dedicated service recovery culture and strategies and tools to manage patient concerns including proactive strategies to understand and increase the likelihood of exceeding patient and family expectations.

    technology pic

    The healthcare delivery system is being transformed due to pressures to reduce costs and improve quality. At the same time, technological advances present opportunities to be more effective and efficient in our engagement of patients and their family caregivers. In this course you will explore a range of technologies that can influence patient experiences and learn strategies to integrate technology solutions while minimizing risks.