Your path to improving patient experience starts here.
Developed by a community of over 400 patient experience leaders, Patient Experience (PX) Body of Knowledge courses are a comprehensive learning framework, providing a clear path to delivering superior patient experience performance.
Earn a Certificate in Patient Experience Leadership by completing all 15 courses and a Certificate in Patient Advocacy by completing 7 specific courses plus completion of the course, Introduction to Patient Advocacy and the Management of Complaints and Grievances. Use your discount code to receive 10% of any certificate program. Valid through 12/31/2018.
View an overview of the courses
Each course consists of three components:
On-demand learning session providing comprehensive content overview*
View a sample from the Service Recovery course
Facilitated virtual classroom offering the ability to discuss practical application. For each course, classes will be offered on multiple dates and times. Class size is limited and a minimum number of participants is required to hold each course. > View the Calendar.
Ongoing Networking/ Support
PX Connect participation learning for ongoing support (optional)
*On-demand learning sessions can be accessed for 30 days following completion of all course or program requirements. Upon request, individuals registered for the Certified Patient Experience Professional (CPXP) exam may receive extended access to completed courses to assist in exam preparation.
Use your discount code to receive 10% off any certificate program. Valid through 12/31/2018.
|Certificate in PX Leadership*
(includes 1 year membership)
|Certificate in Patient Advocacy*
(includes 1 year membership)
(includes 1 year membership)
(On Demand Session Only)
(includes 1 year membership)
(On Demand Session Only)
Depending on the course, each
on-demand session will take an average of 120 minutes. The 15 on-demand learning sessions
provide a comprehensive
content overview. Click on each course title below to learn more.
PX Body of Knowledge 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.
- Recognize how the organizational and clinical value systems form the patient experience in the hospital/clinical setting.
- Describe how the current core culture of your organization impacts the overall patient experience.
- Identify strategies to establish and sustain effective clinical (physician, nurse leaders and staff, and practitioner) relationships and ensure engagement with patient experience plans.
- Identify the roadblocks and opportunities in establishing central communication by honest assessments of your organization’s cultures.
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.
- Identify core coaching concepts in healthcare
- Describe the coaching process necessary to achieve an exemplary patient experience
- Identity additional leadership coaching considerations and techniques which promote exemplary service outcomes
There are an unlimited number of factors that impact interpersonal as well as organization communication effectiveness. Leveraging key internal and external 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.
- Identify key aspects of interpersonal; communication skills
- Describe the vital role that interpersonal communication plans in the overall experience
- Identify techniques to communicate empathy and compassion
- Examine communication methods and techniques which enhance the extraordinary patient experience
- Define methods to establish and support patient experience as a strategic organizational priority
- Discuss key components and processes necessary to develop and implement a patient experience strategic communication plan
- Describe strategies to support educational efforts aimed at developing specific behaviors integral to an extraordinary patient experience at every level in the organization
- Identify methods to measure the effectiveness of the patient experience strategic communication plan
Cultural sensitivity begins with a 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.
- Understand the current demographics of the US population.
- Identify the basic concepts of cultural competence
- Help the healthcare professionals identify their own cultural values, assumptions and beliefs, and recognize how this may impact their delivery of care to their patients
- Recognize the barriers imposed by discrepancies between the practitioner's and patient's approach to health, illness, and health care when dealing with diverse patients
- Learn ways to manage and bridge the discrepancies between the practitioner's and patient's approach to health, illness and healthcare
- Understand why medical decision-making may involve a family or community, or chaplain/religious leader & not only the individual patient
- Develop awareness on the significance of the proper communication and interpersonal relationship styles including word choice, voice tone and volume, eye contact, gestures and proper titles
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.
- Describe attributes, characteristics and benefits of an engaged workforce
- Identify innovative techniques to hire for service attributes
- Identity leadership approached to improve employee engagement
- Describe strategies for rewarding and recognizing employee commitment to improving the patient experience
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.
- Identify how assumptions could be shaping your improvement work and impeding understanding of what really matters to your customers
- Describe the concepts and basic approaches of experience-based design
- Apply the four steps of the experience based design framework to help identify strengths and gaps in your organization relating to the 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.
- Summarize the operations of a health system
- Successfully partner with senior leaders in creating organizational alignment and setting goals related to patient experience
- Develop a strategic plan aligned with the mission, vision and values for advancing the organization’s patient experience
- Identify the key drivers and define the responsibility of each level of leadership related to these key drivers. Be prepared to describe specific tactics (the how) that leaders (including senior leaders) can implement to live out these key drivers in daily activities
- Compare and contrast transformational and transactional leadership and describe the impact each has on cultivating a culture of patient-centered are and service
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.
- Identify the origins of the patient rights and patient advocacy movements
- Describe factors which have influenced the evolution from patient rights/advocacy to achieving the ultimate patient experience
- Explore how the experience movement will impact our future stage of transformation
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.
- Define ‘hospitality’ within healthcare, identifying the scope and core services that contribute to its function
- Compare and contrast the two industries: healthcare and hospitality
- Explain evidence-based practices for introducing healing touchpoints that positively impact the patient experience
- Explore ways in which the patient experience can be improved in your organization by identifying and evaluating its touch points
Being 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.
- Define and describe research methodology and how it applies to the patient experience
- Define data and describe the multiple ways data can be used and misused
- Describe ethical handling of data
- Use data to analyze and interpret the effectiveness patient experience improvements
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.
- Discuss key considerations related to organizational change readiness
- Describe practical change management concepts and tools useful when planning for a successful organizational change
- Describe proven techniques to identify and prioritize key patient experience improvement projects
- Identify essential leadership competencies necessary for managing and sustaining successful organization change
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 being a PFCC organization.
- Define patient and family centered care and its core concepts
- Differentiate between a traditional model of care delivery and a patient and family centered approach to care
- Compare and contrast three patient and family centered care models
- Illustrate cultural elements that need to be present in a patient and family centered care models
- Describe how patient and family centered care impacts the patient experience
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.
- To understand the historical context for the emergence of the health policy and regulatory focus on patient experience measurement, reporting, and improvement.
- To examine the current national and regional programs and initiatives creating the current health policy and regulatory environment for patient experience
- To recognize specific health policy and regulatory requirements for patient experience measurement, reporting, and improvement among health plan stakeholders
- To review how states and regional quality collaboratives have developed initiatives to leverage the national implementation and reporting of patient experience measures for hospitals
- To investigate the emerging health policy and regulatory environment for patient experience measurement at the medical group and clinician level
- To understand how current health care leaders can develop the skills and knowledge to stay current with the dynamic health policy and regulatory environment for patient experience
Even in the best care settings things can go wrong. Service recovery is the sincere effort made when patient and family members’ expectations fall short. In this course you will learn the benefits of having a dedicated service recovery culture, strategies and tools to manage patient concerns including proactive strategies to understand and increase the likelihood of exceeding patient and family expectations.
- Identify the benefits of a dedicated service recovery culture
- Describe strategies, tools and processes for managing patient concerns
- Describe five frameworks to address service failures in order to restore patient confidence
- Identify proactive strategies that can be utilized to reduce the potential for complaints
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.
- Explore technology solutions to improve the patient experience
- Examine key considerations when developing a strategy around the use of technology to improve patient experience
- Identify the relationship between workflow and technology and the key elements in developing effective workflows and systems
- Identify key tactics and best practices for ensuring success when executing the patient experience technology strategy