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This course is designed to provide healthcare professionals knowledgeable in patient care experience, safety and quality, with a solid foundation of enhancing patient experience’s proven practices. This course takes you through the basics of patient-centered care, patient safety, patient rights, and responsibilities and patient partnership and advocacy. By the end of the course, you will learn the best possible way to empower patients and improve their active participation and experience in healthcare decisions and making autonomous choices that will positively affect their healthcare outcomes. The course emphasizes a team approach to patient experience improvement methods utilizing available and effective tools to achieve maximum patient engagements in care processes. Participants will be able to design, organize and evaluate a basic program for patient experience related to customer service, hospitality, cultural diversity, safety and effective outcome in a healthcare facility.
Audience: This course is designed for the healthcare professionals; physicians, nurses or hospital administrators who want a deeper understanding of patient empowerment and active participation in health care decisions practices. This course will also stress how those practices can be applied in a healthcare setting to improve patient safety and the quality of care.
Prerequisite: Candidates for the CPE course must be employed in a healthcare related entity and completed a bachelor’s degree in a health-related field. Otherwise, they must have extensive experience in healthcare. Basic knowledge of patient safety and healthcare quality is required.
Introduction to Patient Experience: Partnership and Advocacy
Measurement, Analysis and Design of Patient Experience
Communication and Service Excellence
Organizational Culture Change and Leadership to Drive Experience