WHY IS THIS COURSE IMPORTANT?

The healthcare market is becoming very competitive these days. Patients are much more involved in the decision-making process of where they will take their "healthcare business". If the services they receive are excellent from their perspective, they will return to that healthcare provider as loyal "customers". If the experience is marginal or even worse, they will likely go elsewhere. This bad experience is multiplied by the patient's power to convince their family and friends to take their healthcare services to a different healthcare provider. This is exactly why patient experience is so important these days. Without loyal patients, healthcare organizations can face financial ruin.

WHATISCOVEREDINTHISCOURSE?

This course will present the fundamentals of patient experience, how it is measured and how we can use this patient experience data to drive change through new initiatives and strategic planning.

There are 2 parts to this course addressing the following topics:

Part 1 (This course):

* What is patient experience?

* Intro to HCAHPS, the official measurement of patient experience

* HCAPS, A practical example

Part 2:

* Net Promoter Score (NPS)

* Kano Model: prioritizing patent experience initiatives

* Mapping patient journeys

This Course addresses Part 1.

WHO IS THE IDEAL STUDENT FOR THIS COURSE?

You will learn a lot from this course if you are

* Thinking about choosing healthcare as a career

* Looking to advance your career in healthcare

* Looking to expand your knowledge of healthcare to better perform your current job and better understand how it fits into the ecosystem of patient care and better serve those in need

* Curious about everything and want to learn more about healthcare just for the sake of expanding your knowledge base.

WHATISYOURTEACHINGSTYLE?

My teaching style is a very pragmatic one. I assume you know nothing about this topic and start with the foundation and build from there. Some of these concepts could be challenging, so I sprinkle in as many examples as I can, both non healthcare and healthcare, to assure full understanding of the topic. This is why I have appended "Plain and Simple" to all my courses.

WHY AREYOU QUALIFIED TO TEACH THIS COURSE?

I spent 35 years in the designing and launching of medical imaging products and services. My career evolved from leading engineering teams, to becoming VP Marketing and then to president of a Healthcare IT firm. It is also based on 15 years of university teaching. You can find more details of my background in the instructor overview.