The Experience Movement: From Foundations to the Future

This foundational course is offered as a complimentary session, intended as preview of the BOK on-demand course format. Some functionality has been removed in order to make this open access (specifically, the ability to bookmark your progress). The virtual classroom session associated with this course is not included in this preview.

Excellence in healthcare experience is a continued priority for many reasons. In this course, we will look at the history of the experience movement to address patient rights, patient advocacy and overall patient experience as well as explore foundational elements of elevating the human experience in healthcare today and in the years ahead.  

Learning Objectives

1. Explore the history of the patient experience movement
2. Describe foundational elements of elevating the human experience in healthcare 
3. Discuss a vision for the future reflecting on the insights of a global community of patients, family members, care partners and healthcare professionals

Partnerships in Care

Building trusting and effective partnerships is critical in providing excellence in patient care, clinical outcomes, and the overall human experience in healthcare. Learn how to identify, establish, and sustain effective partnerships with the many members of a patent’s/resident’s care team.

Learning Objectives

1. Recognize the positive impact effective care team relationships have on the overall healthcare experience
2. Define and activate care team partnerships, that best meet the patient’s care needs and preferences
3. Apply strategies that promote effective care team partnerships
4. Explore approaches that support the care team well-being

Coaching for Experience Excellence

Coaching for experience excellence underscores three key elements. 1) Excellence, the desired state in which we have defined to move toward, 2) Broadening the perspective of experience to the human experience and taking into consideration the experience of those in our care and those with whom we work with, and 3) Coaching, an approach to how we can create conversations that shift the experience toward excellence. This course will explore what coaching is, including a clear definition of coaching endorsed by an accredited body, and the associated competencies in bringing coaching forward as a means toward productive change. We will discuss the benefits of coaching - both organizationally as well as individually - and outline frameworks that can be used to cultivate an organizational coaching culture to foster coaching conversations that promote improved performance, learning and fulfillment.

Learning Objectives

1. Define what coaching is and isn’t and why it is important as a means toward achieving exceptional human experiences
2. Identify key elements of a coaching practice, highlighting evidenced-based coaching competencies
3. Introduce the GROW model, a coaching framework for maximizing patient experience performance
4. Identify the benefits of coaching - individually and organizationally - and its relationship to employee engagement and experience excellence
5. Outline organizational and leader expectations necessary to cultivate a coaching culture

The Essential Role of Communication in Achieving Excellence in Healthcare Experiences

Effective communication is a fundamental aspect of all health encounters, interactions and achieving your human experience efforts. This course will explore the critical role communication plays in healthcare experiences including the delivery of compassionate, high quality safe care and recommendations in sustaining a strategic focus on your experience efforts.

Learning Objectives

1. Describe the vital role interpersonal communication plays in the overall human experience in healthcare
2. Explore strategies to communicate empathy and compassion
3. Examine communication methods and techniques which enhance healthcare interactions and encounters
4. Review communication strategies to build awareness, create excitement, motivate action and strengthen alignment in your experience efforts

Cultural Awareness, Humility and Competency: Approaches and Practices to Enhance the Human Experience in Healthcare

Declaring an unwavering commitment to the Human Experience in healthcare includes ensuring all humans are seen in that light, as people who deserve the same rights, opportunities, freedoms and respect regardless of race, ethnicity, socio-economic status, gender, gender identity or beliefs. This course is designed to deliver a basic understanding of the diverse populations we serve, the impact of raising our own cultural awareness; learning to practice cultural humility; becoming aware of our interpersonal biases and how to mitigate them; and strategies and practices for implementing inclusive leadership.

Learning Objectives

1. Define diversity, inclusion and equity in healthcare
2. Raise awareness of interpersonal biases and the impact on our interactions in healthcare
3. Apply conscious awareness and cultural humility into practice to enhance the patient experience
4. Recognize and mitigate structural racism and other inequities to decrease health disparities
5. Apply the three basic principles of inclusion in your leadership practice
6. Gain resources for further learning and development in inclusive leadership

Employee Engagement and Wellbeing: A Critical Driver to Improving Patient Experience Efforts

An effective and high performing health care team is a critical driver to the success of any organization. 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, the cultural elements that fosters engagement, the evolution in thought of staff wellbeing and proven practice strategies to foster ongoing employee engagement.

Learning Objectives

1. Define Employee Engagement
2. Identify three organizational benefits of having a highly engaged workforce
3. Explore the cultural elements that contribute to high performing teams
4. Examine the evolution in thought of staff and clinician wellbeing
5. Describe proven practices effective in fostering employee engagement

Experience-Based Design

In private industry, design-thinking has long been used to understand and improve the experience of the “end user.” In healthcare today, co-design and co-production are now more widely used to improve patient, family, staff and clinician experience. In this course you will learn approaches to capturing the “lived experience” through various mechanisms such as observations, interviews and emotional journey mapping. You will also explore multiple models for co-design which place a focus on generating solutions based on the most urgent priorities which leads to more sustainable improvement over time. 

Learning Objectives

1. Identify how organizations use “lived experience” to drive improvement 
2. Describe the concepts and basic approaches of experience design 
3. Investigate four steps in operationalizing experience design  
4. Create a plan in which you incorporate experience design strategies into improvement work at your organization 

Excellence in Healthcare Experience: The Essential Role of Leadership

As leaders committed to elevating the human experience in healthcare, the role of leadership is central in achieving this vision. Since the first publication of the State of Patient Experience study, awareness and acknowledgement of focused leadership remain as the greatest support in an organization’s experience efforts. In this course, you will deepen your appreciation of the essential role of leadership in achieving excellence in healthcare experience. You will hear from healthcare leaders share their proven practices in establishing a vision for, cultivating a culture to support, and elevating a commitment in the human experience in healthcare.

Learning Objectives

1. Shape a vision and culture committed to experience excellence
2. Effectively partner with senior leaders to establish commitment and alignment in your experience efforts
3. Outline the components of a strategic plan aligned to your experience efforts
4. Explore the impact of leading compassionately

Healing Environment and Hospitality

Creating a “hospitable” environment is as much about perception as reality. The multiple spaces in which care experiences are delivered and received must be designed, to the fullest extent possible, to assure clarity of expectation, conciseness of information and allow for comfortable, confidential and personable encounters.

This course will review the role of the built environment in supporting the delivery of care and the perception of experience in a healthcare setting. We will share recommendations from evidence-based environmental design thinking and best practices from the hospitality industry.

Learning Objectives

1. Understand the elements of hospitality that impact the healthcare experience
2. Identify environmental stressors that can influence care experiences
3. Identify four proven practices from the hospitality industry that can benefit healthcare
4. Apply human-centered design techniques in assessing the environment to improve experiences for those who deliver and receive care
5. Understand environmental realities with disaster and pandemic preparedness

Making an Impact: Enhancing Your Skills as a Patient Advocate

Patient Advocate professionals play a key role to inspire and sustain a culture of empathy, service and respect for those they serve. In this introductory course, you will learn the important role of the patient advocate and explore best practices in the effective management of complaint and grievances.

Learning Objectives

1. Explain the foundation of being an effective patient advocate.
2. Define data and describe the multiple ways data can be used and misused
3. Discover the ways in which patient advocates can expand their reach to impact experience across the organization
4. Test acquired knowledge through real-life patient advocate scenario quizzes and a final knowledge test

Metrics and Measurement

Measuring patient experience is much more than how satisfied or happy people are with their healthcare encounters and the service they receive. There are many different aspects of patient experience. How do we know if we are meeting and even exceeding in these various areas including patient expectations, needs and wants? How do we know if we are achieving the organizational aspirations to deliver the best in care and service? Having an understanding of what patient’s healthcare experience is through their eyes is a critical element in elevating the human experience in healthcare.

In this course you will learn how to understand, interpret and analyze data in ways that are both meaningful and purposeful to your organization. In addition, you will be invited to explore the future of experience measurement.

Learning Objectives

1. Define and describe research methodology and how it applies to the patient experience
2. Define data and describe the multiple ways data can be used and misused
3. Describe ethical handling of data
4. Use data to analyze and interpret the effectiveness of patient experience improvements
5. Explore the future of measurement

Organizational Effectiveness: Improving Healthcare Experience through Change and Improvement

Identifying and defining your experience efforts, its purpose and strategy establishes a clear vision. A well understood vision (the organization’s “why”) is the critical starting point to organizational effectiveness and can ignite and mobilize your leadership to initiate change and improvement efforts to achieve excellence in healthcare experience (Vision). In this course you will explore proven principles of change and improvement science. You will learn methods to assess organizational readiness and key considerations that lead to the effective implementation and sustainability of those experience improvement plans.

Learning Objectives

1. Explore the dynamics of organizational change 
2. Describe proven principles effective leaders rely on to successfully navigate change efforts
3. Examine core concepts of improvement science  
4. Compare and contrast  continuous improvement methodology to achieve meaningful healthcare experience outcomes

Patient and Family Centeredness

Patient and family-centered care is inextricably linked with patient experience, quality and safety. In this course, you will learn the core concepts of patient and family-centered care and explore approaches for advancing patient and family centeredness at the direct care and organizational levels. You will also create a plan that supports your organization’s efforts to be more patient and family centered.   

Learning Objectives

1. Define Patient- and Family-Centered Care and its core concepts 
2. Describe how patient and family centeredness impacts the patient experience 
3. Explore approaches to advance patient and family centeredness at the direct care level  
4. Differentiate strategies to engage patients and families at the organizational level to advance patient and family centeredness 
5. Create a plan that supports your organization’s efforts to be more patient- and family-centered 

Service Recovery and Complaint Resolution

As an essential part of delivering high quality and compassionate care, service recovery can be defined as the special effort patients and family members expect on their behalf when things have not gone as expected. It includes actions taken by an employee to resolve a situation that has not gone as planned or when expectations have not been met. Doing service recovery well is an essential part of delivering patient experience excellence. This course on Service Recovery will get to the heart of the issue, exploring the importance of effective service recovery and how your organization can benefit by demonstrating a sincere commitment to making things right when service fails in the eyes of patients and families.

Learning Objectives

1. Illustrate the benefits of a dedicated service recovery program 
2. Define the critical components of service recovery
3. Identify service breakdowns and describe tools for managing them
4. Describe five service recovery frameworks that will help restore patient confidence
5. Identify proactive strategies that can be utilized to reduce the potential for complaints

Technology Application

Globally, the healthcare industry requires new ways of thinking and doing to improve the human experience in healthcare. At the same time, technological advances present opportunities to be more effective and efficient in our engagement of patients, their families and caregivers. In this course, you will explore the range of technology that can influence the human experience in healthcare and explore how to best integrate technology solutions to enhance the delivery of care and healthcare operations (systems, processes and behaviors).

1. Explore the role of technology in elevating the Human Experience in healthcare
2. Integrate the use of technology within the Patient Experience Journey (life cycle)
3. Identify key considerations to mitigate the challenges and roadblocks when implementing a technology solution
4. Implement proven practices in technology identification, planning and use