PEN have teamed up with service experts CXSA, to develop a series of accredited patient experience courses from Foundation through to Champion. The first to be launched is the Practitioner course which comprises two days of interactive learning covering everything from history, a deep dive into PX and CX, strategy and management introducing and range of tools and techniques with practical examples and projects.

Patient Experience Practitioner

An outline of the programme is shown below:

SESSION 1

    • Introduction and Welcome
    • Experience Matters
    • What is Patient Experience?

SESSION 2

    • Setting the Foundations
    • Empathy Mapping and Personas
    • Our Patients’ Journey – process improvement
    • Close Day 1 and Homework

SESSION 3

    • Our Patients’ Journey – mapping exercise
    • Voice of the Customer
    • Outcomes Based Thinking

SESSION 4

    • Communication
    • Leadership Principles
    • Future Resources and Next Steps (Setting of Projects)
    • Review and Close

To gain accreditation each delegate is required to:

    • attend the full two days
    • make an active contribution during the course
    • complete a related project using one of the tools worked on during the course.

The accreditation body is the Customer Institute.  The Patient Experience Practitioner programme is recommended for those who have six or more months experience in patient experience.  You may be a patient experience professional or a frontline professional (clinician, reception, housekeeping, porter, catering or other) with a special interest in patient experience.

The cost for the course is £1199-00 ex VAT (with the online version discounted to £899-00 ex VAT).  In house programmes can also be arranged.

If you are interested in learning more about the new PX Practitioner qualification please get in touch on events@patientexperiencenetwork.org

This course comes highly recommended by me!!  Two days of excellent course content by 4 very knowledgeable speakers

Sharon Boyd

CXO (Chief Customer Experience Officer) MKL Innovation

Other certified programmes are in development and include:

 

FOUNDATION

 

 Fundamental concepts

Key tools

Personal roadmap

 New starters in the world of patient experience

All colleagues in an organisation with an ambition to improve the patient experience
PRACTITIONER

 

 Core skills

Customer/ patient understanding

Basis of PX improvement

 Patient experience professional or a frontline professional (clinician, reception, housekeeping, porter, catering or other) with a special interest in patient experience

May be a team leader
MASTER

 

 Strategy

Innovation

Technology implementation

 

 Manager responsible for setting and managing patient experience strategy
LEADER

 

 Leadership & influence

Engagement & recognition

High performing teams

 

 Leader with overall responsibility for improvement
CHAMPION

 

 Sponsor concepts

Maximising impact

Measuring the right things

 Ambassadors or patient experience champion with programme ownership

Very Unique two days workshop enriched with knowledge, exercise, and assessments for the best international practices and tools to manage a great patient experience.  Thanks a lot for great efforts, nice time, and usual support,

Dr. Shadi AlSwairki

Head- Operation & Customer Experience BUPA Arabia