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Updated in [August 23rd, 2023]

What skills and knowledge will you acquire during this course?
Students will gain a fundamental understanding of patient experience within the healthcare context, including its measurement and significance in healthcare decision-making. Learners will be introduced to the HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) as the official measurement of patient experience, along with practical insights through examples.

Additionally, participants will gain insights into the Net Promoter Score (NPS) and the Kano Model, which prioritizes patient experience initiatives. They will explore the concept of mapping patient journeys to enhance their grasp of patient experience dynamics.

How does this course contribute to professional growth?
This course significantly contributes to professional growth by equipping individuals with a comprehensive understanding of patient experience's pivotal role in healthcare success. Professionals will develop the skills to gauge patient satisfaction accurately through HCAHPS and NPS methodologies. By understanding how patient experiences impact loyalty and organizational reputation, learners will be better prepared to enhance service quality and patient engagement.

Furthermore, the course's focus on strategic planning and initiative implementation empowers professionals to effect positive change within healthcare organizations. Gaining insights into patient journey mapping and the Kano Model enhances participants' capacity to identify and prioritize improvements that cater to patient needs. This knowledge directly translates into enhanced leadership capabilities and the ability to shape patient-centered care strategies.

Is this course suitable for preparing further education?
The "Patient Experience & HCAHPS Scores Plain & Simple" course is suitable for individuals preparing for further education in healthcare management, administration, or related fields. The knowledge and skills acquired in this course provide a solid foundation for advanced studies in healthcare leadership, quality management, and patient-centered care strategies.

The course's emphasis on understanding patient experience, metrics like HCAHPS and NPS, and patient journey mapping aligns with the core principles of healthcare management and patient care education. Individuals aspiring to pursue further education will benefit from the ability to analyze and apply patient experience data to drive strategic improvements. This course lays the groundwork for a deeper understanding of healthcare dynamics and effective decision-making, making it an excellent choice for those seeking to advance their education in healthcare-related disciplines.

Course Syllabus

Patient Experience & HCAHPS

Library of Resources