What is Patient Experience?
This session introduces participants to the concept of patient experience and its importance in healthcare. Through personal reflection and discussion, learners explore how experiences shape perceptions of care and examine the thoughts, feelings, and needs of patients and families during healthcare encounters. Participants consider how individuals in both clinical and non-clinical roles influence the patient experience and gain a deeper understanding of the impact their actions can have on those they serve.
Learning Objectives
Upon completion of this session, participants will be able to:
- Define patient experience.
- Identify individuals and roles that influence the patient experience.
- Describe how actions and interactions contribute to patient perceptions of care.
- Explain their role in supporting positive patient and family experiences.
The Ripple Effect of Patient Experience
This session explores the broader impact of patient experience beyond satisfaction scores. Participants examine how experiences influence outcomes such as patient trust, loyalty, organizational reputation, workforce pride, and overall well-being. Through discussion and reflection, learners gain an understanding of how individual actions can contribute to a ripple effect that extends beyond a single interaction and influences patients, families, colleagues, organizations, and communities.
Learning Objectives
Upon completion of this session, participants will be able to:
- Differentiate patient experience from patient satisfaction scores alone.
- Identify outcomes influenced by patient experience, including patient, workforce, organizational, and community outcomes.
- Describe how individual actions can contribute to the ripple effect of patient experience.
- Explain their role in creating experiences that positively influence patients, families, and the broader healthcare environment.
What Matters Most to Patients and their Families
This session explores the healthcare experience from the perspective of patients and families, recognizing that perceptions are shaped by every interaction across the continuum of care. Participants examine the key factors that most influence positive experiences, including listening, courtesy and respect, and clear communication. Through discussion and reflection, learners identify practical behaviors and actions that help patients and families feel heard, valued, informed, and supported throughout their healthcare journey.
Learning Objectives
Upon completion of this session, participants will be able to:
- Describe the healthcare experience from the perspective of patients and families.
- Identify the factors that matter most to patients and families during healthcare interactions.
- Recognize the importance of listening, courtesy and respect, and clear communication in shaping positive experiences.
- Apply behaviors and actions that support the needs and expectations of patients and families.
The Place for Empathy in Patient Experience
This session explores the role of empathy in creating positive patient and family experiences. Participants examine how empathy influences perceptions of care and learn strategies for demonstrating genuine concern, understanding, and support during healthcare interactions. Using the "3 Cs of Empathy" (Care, Connect, and Communicate) as a practical framework, learners develop skills for building meaningful connections and communicating in ways that help patients and families feel valued, heard, and understood.
Learning Objectives
Upon completion of this session, participants will be able to:
- Describe the role of empathy in shaping patient and family experiences.
- Apply the 3 Cs of Empathy (Care, Connect, and Communicate) to healthcare interactions.
- Recognize the importance of giving patients and families their full attention.
- Identify effective verbal and nonverbal communication techniques that demonstrate empathy and compassion.
Measurement and Patient Experience
This session introduces the role of measurement in understanding and improving the patient experience. Participants explore how patient feedback helps organizations assess performance, identify strengths and opportunities for improvement, and evaluate progress toward patient experience goals. Learners are introduced to commonly used patient experience surveys and reporting requirements while examining the connection between consistent behaviors, patient perceptions, and experience outcomes.
Learning Objectives
Upon completion of this session, participants will be able to:
- Explain the purpose of measuring patient experience and the value of patient feedback.
- Identify common patient experience measurement tools, including CMS patient experience surveys.
- Describe the role of patient experience measurement and public reporting in healthcare.
- Recognize how consistent behaviors and interactions contribute to improved patient experience outcomes.
Service Recovery and Patient Experience
This session explores the role of service recovery in addressing concerns, resolving issues, and rebuilding trust when expectations are not met. Participants learn the key components of effective service recovery and examine how timely, compassionate responses can influence patient and family perceptions of care. Through discussion and practice scenarios, learners develop skills for responding to service recovery situations in a way that acknowledges concerns, supports resolution, and strengthens relationships.
Learning Objectives
Upon completion of this session, participants will be able to:
- Define service recovery and its role in the patient experience.
- Identify the key components of an effective service recovery encounter.
- Apply service recovery principles in patient and family interactions.
- Demonstrate strategies for taking responsibility, addressing concerns, and supporting resolution without assigning blame.
Staying True to Our Purpose
This session focuses on the connection between personal purpose, individual strengths, and the meaningful contributions each person makes to the patient and family experience. Through reflection and discussion, participants explore their values, motivations, and unique strengths while considering how these align with the mission and values of their organization. Learners examine how a strong sense of purpose can support engagement, reinforce commitment to experience excellence, and strengthen the impact they have on patients, families, colleagues, and communities.
Learning Objectives
Upon completion of this session, participants will be able to:
- Identify personal values, purpose, and professional goals that influence their work.
- Describe how individual values and goals align with organizational mission and values.
- Recognize personal strengths and the contributions they bring to their role each day.
- Explain the connection between personal purpose, individual strengths, and the experiences of patients, families, and colleagues.
