Patient experience has become a driving priority for health care professionals over the past few decades. Today, patients aren’t simply looking for strong clinical outcomes from their health care providers, but also exceptional engagement and experiences.
Patient experience encompasses the patient’s end-to-end journey throughout their entire time of care, often influenced by the level and quality of communication and care provided by clinicians and staff. From a patient’s standpoint, they’re not just looking to walk away healthy, but to be cared for physically, emotionally, and sometimes spiritually during their time in-care.
As a major shift over the past few years for increased patient experience has begun, health care professionals of all ages and backgrounds can benefit from strategic patient experience training which is both affordable and effective.
If you’re looking for affordable online training for yourself or your team, Nonprofit.Courses offers hundreds of free courses and resources. As a powerful source of low-cost training, we’ve put together this resource to help guide you through the patient experience training process. We’ll cover the following:
Before you explore the effectiveness of a patient experience strategy as incorporated in your day-to-day operations, let’s take a deeper look at what patient experience is and what it does for your patients.
What is Patient Experience?
From the moment a patient walks into an office, clinic, or hospital, they have an expectation of getting better. What that care looks like is up to the health care providers. As an ever-growing and increasingly important aspect of health care delivery, patients value aspects of this experience such as timely appointments, easy access to information, and an overall strong communication network with their health care providers.
For health care professionals, having a strong understanding of patient experience is the primary step in moving toward patient-centered care. Patients are hoping to have a full view of their health care quality beyond getting better, and it is up to their health care professionals to provide them this experience.
Improving Patient Experience
When it comes to improving the patient experience, there are a few main categories that encompass overall PX operations. Let’s explore each one in-depth below:
Patient Experience Strategy
Whether you have the barebones of a patient experience strategy in-place or you’re learning about it here for the first time, it’s essential to know what a proper patient experience strategy looks like and how it can help your health care business.
Your patient experience strategy can provide a vast opportunity to create loyal patients. Creating a Patient and Family Advisory Council (PRAC) can be a great place to start building these patient partnerships, strengthening the likelihood of achieving your goal to provide the best possible care. From there, it’s essential to train your personnel in patient experience, which we’ll touch on more below.
For the best possible patient experience, it’s essential that your employees can see beyond their own roles and contribute to delivering what patients need. While most health care providers are gifted in expressing empathy toward patients, they’re not often all trained in the same way. That’s why effective training in patient experience can help create a sense of uniform empathy across the board.
While health care is a business and patients are often seen as customers, the relationship between health care providers and patients can be complicated and often requires additional training, especially as the rising demand for patient experience exists.
Patient Experience Design & Innovation
As technology innovates, so should your patients’ experience. Things like onboarding, appointment scheduling, first-time visits, phone appointments, and customer service are meant to evolve over time to better enhance the office’s operations as well as the patient’s experience. Training in design and innovation is especially important because there are numerous ways you can go about it in your strategy to ensure your team is on the same page and up-to-date with the latest methods.
Patient Experience Measurement & Analysis
Surveys are your go-to way to measure success with your patient experience strategy. As with most strategies and initiatives, there will be change over time, and many survey tools use similar measures that you can trend over time.
These trends are important to track with patient feedback, complaint data, and referral patterns. Each of these factors can help you gauge the impact of your newly-implemented patient experience strategy and reveal areas of growth from a patient perspective.
Patient Experience Training Programs
Now that you have a better understanding of what patient experience is and why effective training is critical, how will you go about training your team? Here are our two favorite training programs to consider:
Immerse yourself in the engaging Executive PX700 Series Certification Program that covers the four major areas of Patient Experience (PX). The Executive Series is available for corporate clients who are seeking organizational PX reform and best practice integration.
This is a condensed program that covers the essential elements of Patient Experience with less supporting materials and readings than the Mastery Bundle. It takes approximately 25 hours to complete, and it qualifies the learner to take the Patient Experience Specialist (PXS)™ certification exam.
This training program’s four-course modules build on the basics you read about in this blog post, including patient experience strategy, patient-centric culture, patient experience design & innovation, and patient experience measurement & analysis. This course is entirely self-contained and builds on independent study, allowing you to learn and review material at your own pace and schedule.
Consider also the more comprehensive PX Mastery Bundle series. This training program walks through the main components of effective patient experience and is ideal for healthcare professionals who want to be content experts and leaders in their field following Patient Experience philosophies and practices.
Upon completing the PX Mastery Bundle series, learners are eligible to take the Patient Experience Specialist (PXS)™ certification exam. With 80 hours’ worth of information, you and your team can truly master patient experience.
Whether you’re starting a strategy plan from scratch or building on what you already have, additional training by patient-experienced professionals is going to be essential.
Health care as a whole is tied directly to emotional response and outcomes, making the patient experience so critical. Without thorough planning and strategy, you’re leaving the experience of your patients up to chance, which can be damaging both in the short and long term.
For more information on other nonprofit topics, be sure to check out our additional resources here:
- 21 Free Nonprofit Webinars to Further Your Career Today. Learn more on a variety of nonprofit-specific subjects from this selection of our favorite free webinars!
- Nonprofit Professional Development: Top Resources and Ideas. Looking to advance your career? Effective nonprofit development resources (like these) can help.
- 29 Nonprofit Resources for Fundraising, Development, and More. Take a look at some of our favorite nonprofit training resources listed in this guide, and find out how they can help your team.
This post was written by William Careri.
Freelance PR Practitioner & Designer
Mental Health Public Speaker