Intro to Patient Experience (1 of 2) HCAHPS, Plain & Simple

🧭 Patient Experience & HCAHPS Scores, Plain & Simple

🚀 Why is this course important?

With healthcare becoming a more consumer-driven industry, the patient experience has never been more critical. This course delves into the significance of understanding and measuring patient satisfaction, as it directly impacts the financial health and reputation of healthcare organizations. In today's competitive market, healthcare providers must ensure exceptional service to retain patients and attract new ones. A poor patient experience can lead to a cascade of negative effects, including lost revenue and damaged brand reputation. Therefore, mastering the nuances of patient experience is essential for any professional in the healthcare sector.

📈 What's covered in this course?

This course provides a comprehensive overview of patient experience metrics and how they can be leveraged to enhance service delivery. It is divided into two main parts:

Part 1 (This course):

• What is Patient Experience? We'll explore the concept, its importance, and how it differs from clinical outcomes.
• Intro to HCAHPS: Understand the Hospital Consumer Assessment of Healthcare Providers and Systems survey, which serves as the gold standard for measuring patient satisfaction in acute care hospitals.
• HCAPS (Home & Community-based Alternative Care) Program: A practical example that illustrates how patient experience data can be collected and utilized in non-acute settings.

Part 2:

• Net Promoter Score (NPS): Learn how this customer loyalty metric can be adapted to gauge the likelihood of patients recommending a healthcare provider.
• Kano Model: Discover how to prioritize patient experience initiatives based on customer satisfaction drivers.
• Mapping Patient Journeys: Gain insights into how to visualize and improve the patient journey from start to finish.

🎓 Who is the ideal student for this course?

This course is designed for a diverse audience, including:

• Aspiring healthcare professionals seeking to understand the patient experience landscape.
• Current healthcare workers aiming to advance their careers with a deeper knowledge of patient satisfaction.
• Any individual looking to enhance their understanding of the intersection between patient care and business operations within healthcare.
• Those with a general curiosity about healthcare, eager to learn more for personal enrichment or to better serve in their current roles.

🏫 My Teaching Style

I believe in building knowledge from the ground up. My teaching approach is straightforward and accessible, ideal for those with no prior background in the subject matter. I emphasize real-world examples to clarify complex concepts and ensure that students can grasp even the most challenging topics confidently. By keeping my courses "Plain & Simple," I aim to demystify healthcare analytics and empower students with actionable insights.

👥 Why am I qualified to teach this course?

With a rich history of over 35 years in the medical imaging industry, my experience spans from leading engineering teams to holding executive roles such as VP Marketing and President at a Healthcare IT firm. Additionally, with 15 years of university teaching under my belt, I have refined my ability to distill complex topics into understandable segments that resonate with learners. My background equips me with the expertise to guide you through the intricacies of patient experience and HCAHPS scores effectively. For a detailed account of my journey, please refer to the instructor overview.

Embark on a transformative learning journey with this course and unlock the potential of enhancing patient experience in healthcare settings. Let's make a difference together! 🏥✨