Patient Experience
There is growing evidence that better patient experiences lead to measurably better health outcomes, enhanced patient safety and improved revenues. So today, more than ever, we must build healthcare services around the needs of patients and their families.
IHLM’s popular course on Patient Experience and Service Excellence is for progressive healthcare providers and professionals who want to design and deliver more person-centred, compassionate and responsive care.
The course has been developed by IHLM faculty in collaboration with leading patient experience experts and carefully benchmarked against the Picker Institute’s Principles of Person-Centred Care, the Beryl Institute’s Patient Experience Body of Knowledge and the Planetree Person-Centred Care Certification Criteria. It will provide you with a comprehensive understanding of this entire area of healthcare management and prepare you for future professional opportunities in the field.
Delivered via IHLM’s online learning platform and through live interactive virtual tutorials you will become part of a global community learning how to transform patient experience together.
On completion of this course you’ll be able to:
This course is broken down into ten manageable weekly modules:
This course should take approximately 4 – 6 hours per week. You can expect to devote about 1 – 2 hours per week to self-paced learning, 1 – 2 hours per week preparing for and participating in the webinar and 1 – 2 hours per week applying your knowledge through learning activities and mini-projects. Every webinar is recorded so you can rewatch it at any time.
This course will benefit all healthcare professionals who have an interest in person-centered care – including doctors, nurses, allied healthcare professionals and staff in administrative or managerial roles. It is an ideal course for established patient experience leaders who want to update and expand their knowledge and is also very suitable for staff who are aspiring to, or preparing for, future patient experience or service excellence roles.
Upon successful completion of the course you’ll receive an:
Ready to start? Just click the ‘Register now’ button at the top of this page or use the ‘Ask us a question’ button if you’d like to talk to one of our course facilitators. The fee for this course is £995 per person. If you’d like to pay in instalments you can arrange this by contacting us at: registration@ihlm.org.
We provide discounts to organisations registering 3 or more staff in the course and can also provide a customised in-house version tailored to your organisation’s specific needs.
All registrations are subject to our terms and conditions which are available here. By registering for an IHLM course you are accepting these terms and conditions and agreeing to be bound by them.
Gain an overview of the core concepts of patient experience and service excellence:
Review the systems, structures and processes needed to develop and sustain person-centred care:
Understand the fundamental role caregivers play in delivering person-centred care:
Discover how design thinking can transform patient experience:
Use a scientific, evidence-based method to collect patient experience data and identity improvement opportunities:
Understand and improve the emotional experiences of patients, families and caregivers:
Discover why we must involve patients, to the extent they desire, in every decision that affects them:
Explore strategies for improving access to care, reducing waiting times and ensuring smooth transitions across service boundaries:
Appreciate how the design and layout of a healthcare facility affects healing and recovery:
Explore how digital healthcare applications can enhance or harm the patient experience:
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A comprehensive course for progressive healthcare providers and professionals who want to design and deliver more person-centred, compassionate and responsive care.
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