Informed, Connected, Empowered

This describes your healthcare customer of today. Patients are aware of the power they now possess. They use it to their advantage when choosing hospitals and interacting with healthcare “brands”. Learn how you can put PX + CX strategies to work as your business advantage.

Healthcare Customer Experience Includes All Interactions Across the Healthcare System

Providers can no longer afford to look at interactions in isolation. They must understand the whole patient experience, and that of their loved ones. The face-to-face and emotional nature of healthcare requires patient journeys to be handled with care. Every touchpoint along the journey is paramount, and includes interactions and care provided by doctors, nurses and staff in health systems, physicians and specialists in other health care facilities, digital interfaces and more.

Who Should Attend

This program is ideal for professionals working in healthcare and influencing the patient / customer experience. This includes those involved in strategy, innovation, marketing, operations, service, human resources, IT, data analytics and communications.

Learning Experience

Sessions are comprised of presentations, case studies, group exercises and thought-provoking discussions. Throughout the program, you work on your customized Patient Experience Excellence Plan for your own organization.

The Healthcare Customer Experience Certificate Program Curriculum

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The Strategic Healthcare Experience
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Successful customer-centric healthcare organizations share habits when it comes to meeting patient demands.
  • Introduction to PX
  • Approach change and shape the future
  • Live the PX vision 
  • PX best practices, goals and framework
  • Create the patient experience movement
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Healthcare Customers and their Journeys
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Identify the interactions of your patience with your company and learn what impacts the overall patient journey.
  • Journey influencers: Patient, families, loved ones 
  • Emotional PX personas and the empathy connection
  • Critical touchpoints
  • Use Journeys to capture ROI
  • Provider concerns
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Customer-Focused Innovation
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Learn how to innovate with H.E.A.R.T. – from pain to empathy, to transformation.
  • Understand desires and emotions
  • Design differentiated journeys through empathy innovation
  • Make a difference in the lives of your patients and their loved ones
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PX Mindset: Developing a Culture of Empathy
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Learn techniques to encourage your entire organization to act with passion.
  • The importance of empathy 
  • Relationships, commitment, passion, trust
  • Develop PX advocacy
  • Drive cultural transformation
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How leading  Providers differentiate with PX/CX
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This panel-driven module brings executives together to explore their findings.
  • Life Stories Project
  • PX Innovations and ROI 
  • The Wellness Journey
  • Weaving Through The Politics Of PX
  • Provider Impact
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Data and Measuring PX: Beyond HCAHPS
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Quantify patient experience with more than satisfaction scores.
  • Find valuable and actionable PX metrics
  • Identify PX innovations to produce real business value 
  • ROI and PX investment strategies
  • Use data to tell your story
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Extended Healthcare Experience
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Explore beyond the walls to gain insights on the HCX.
  • Include patients and families in your HCX strategy
  • Transform real-time feedback into specialized HCX
  • Beyond the four walls: outreach & outside impacts
  • Use integral coaching committees
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Navigating the Politics of Transformation
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Gain the yes vote and solidify HCX into your organization.
  • Discover how to drive HCX adoption across your entire organization
  • Successfully jumpstart your role by gaining quick wins
  • Become a successful change-agent for experience-first thinking
Coming in 2018
Call us to learn more
and to reserve your seat!

844.669.7884