Patient Experience Practitioner

An outline of the programme is shown below:


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


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


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


    • 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 next course is planned for December 1st and 2nd – the current courses will be delivered online, with face-to-face courses being planned for next year.

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 with either Ruth or Louise at or