Body of Knowledge (BOK) for your Learning Management System (LMS)

BOK for your LMS offers in-depth and consistent training across your organization in some of healthcare’s most important topics.

BOK for Your LMS offers on-demand modules for purchase and upload to your learning management system.  Build organizational capacity by having thorough and consistent training across your organization in some of healthcare’s most important topics:


Per module, based on total number of Full-time Employees (FTEs) at your organization:

Organizational members receive 10% off applicable rate level

# of FTEs Investment
Under 5,000 $2,500
5,001 - 10,000 $5,000
10,001 - 20,000 $7,500
20,001 - 40,000 $10,000
40,001 - 100,000 $12,500
Over 100,000 $15,000
Frequently Asked Questions

Available Modules

Choose from a select library of BOK modules appropriate as stand-alone sessions or bundled as a learning package.

Each course is provided as a SCORM file and includes:

  • 60-90 minutes of self-paced learning
  • Comprehensive content overview
  • Combination of narration, videos and activities 


Course Title: 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 & Competency

Course Title: Cultural Awareness, Humility and Competency: Approaches and Practices to Enhance 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 leadership practice
  6. Gain resources for further learning and development in inclusive leadership

Employee Engagement and Wellbeing

Course Title: 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

Patient Advocacy

Course Title: 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. Explore the skills and knowledge required when addressing patient/family concerns within a healthcare organization.
  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

Patient- and Family-Centeredness

Course Title: 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

Course Title: 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. Identify service breakdowns and describe tools for managing them
  3. Describe five service recovery frameworks that will help restore patient confidence
  4. Identify proactive strategies that can be utilized to reduce the potential for complaints
  5. Create a plan that supports your organization’s efforts to be more patient- and family-centered