CXSA-PEN PX Practitioner Certification Programme

Patient experience is now recognised as the core differentiator and it has to be constantly applied to a rapidly evolving healthcare environment where new challenges that impact everything arise in a matter of weeks.

The Patient Experience Network is at the centre of innovating this critical area:

• Learn the opportunities that patient experience offers organisations in the Healthcare sector.
• Assess the current state of the industry and benchmark how well healthcare is performing compared to patient expectations.
• Understand the core methods, thinking and techniques that can be used to assess and improve patient experience.
• Learn  new concepts, thinking and techniques  around patient experience that you can take back and directly apply to your own organisation.

Session 1

• What is Patient Experience (PX)? Why does it matter?
• History and evolution
• Characteristics of High Performers
• Next Practice Foundations

Session 2 

• What is Patient Experience Strategy? Why is it important?
• PX Segmentation
• Applying Personas
• Measures of success

Session 3

• Patient Experience Process
• Understanding current tools & techniques
• Next Practice Journey Mapping
• Real World Case Studies

Session 4

• Understanding Patient Needs
• Voice of Customer Process
• Outcome Based Thinking

Session 5

• Leadership Principles
• Culture & Values
• Developing your Personal Roadmap

This programme is offered by CXSA in partnership with Patient Experience Network.