Coaching & Developing Others
Understanding of the effective use of a coaching approach in developing others in working to achieve excellence in healthcare experience.
Body of Knowledge
Build Your Foundation in Experience Excellence
The Body of Knowledge (BOK) is a community-developed framework with 14 domains capturing knowledge central to the field of patient experience.
Based on the BOK, we have developed learning programs exploring the most essential concepts and practices central to patient experience. This collection offers:
- BOK courses relevant to all skill levels and roles within the field of patient experience
- A combination of on-demand learning courses and/or virtual classrooms designed to help you achieve your learning objectives
History of BOK
In 2012, a project steering team mind-mapped and categorized a wide range of knowledge associated with effective patient experience leadership. These thoughts led to an initial framework that was used to engage patient experience leaders and healthcare professionals from around the world in providing invited comments and content suggestions through direct feedback, focus groups and an open comment period. Over 400 individuals from 10 countries contributed to the process. The result are the fourteen domains outlined in the Patient Experience Body of Knowledge framework.
The 14 Domains
Communication
Understanding of the essential role communication plays in building trusting and engaging relationships and to ensure sustained strategic focus on your healthcare experience efforts.
Cultural Awareness, Diversity and Inclusion
Understanding of the impact that cultural awareness, diversity and inclusion play, its influence and impact in the overall experience in healthcare.
Employee Engagement
Understanding of the processes to engage and support staff wellbeing at all levels in key aspects of patient experience.
Experience-Based Design
Understanding of utilizing design-thinking and new models of partnership to prioritize patient experience efforts and to improve the experiences for patients, families and healthcare professionals.
Healing Environment and Hospitality
Understanding the scope, structure and influence of the multiple spaces in which healthcare experiences are delivered and the role of hospitality, its influence and impact in the overall experience.
Healthcare Leadership
Understanding the scope, structure and influence of the multiple spaces in which healthcare experiences are delivered and the role of hospitality, its influence and impact in the overall experience.
History of the Experience Movement
Understanding the foundational elements of experience excellence in healthcare, its history, general context setting and core knowledge overview.
Metrics & Measurement
Understanding the components of an effective measurement process, including the identification of key metrics and the use of data.
Organizational Effectiveness, Performance Improvement & Change
Understanding of the processes to address organizational effectiveness, change and improvement to achieve excellence in healthcare experience.
Partnerships in Care
Understanding of how the integrated nature and critical role of care teams lead to effective relationships and elevates engagement in healthcare experience efforts.
Patient & Family Centeredness
Understanding of the definition and core concepts of patient and family centered care as well as strategies for operationalizing patient and family centered practices.
Service Recovery
Understanding the models and processes for establishing effective service recovery and managing recovery efforts.
Technology Application
Understanding the role technology can play in elevating the human experience in healthcare including enhancing efficiencies, expanding capacities and extending the boundaries in delivering healthcare experiences.