Patient Experience in Healthcare (1 of 2), Plain & Simple

Learn about the power of measuring & acting on Patient Experience Data like that generated by the HCAHPS survey.

4.19 (8 reviews)
Udemy
platform
English
language
Strategy
category
instructor
314
students
1 hour
content
Jul 2022
last update
FREE
regular price

What you will learn

Define patient experience and its importance to healthcare

List the various parts of the HCAHPS survey

Use HCAHPS to prioritize important quality Healthcare initiatives

Understand how patient experience impacts he strategy of the healthcare organization.

Description

WHY IS THIS COURSE IMPORTANT?

The healthcare market is becoming very competitive these days. Patients are much more involved in the decision-making process of where they will take their "healthcare business". If the services they receive are excellent from their perspective, they will return to that healthcare provider as loyal "customers". If the experience is marginal or even worse, they will likely go elsewhere. This bad experience is multiplied by the patient's power to convince their family and friends to take their healthcare services to a different healthcare provider. This is exactly why patient experience is so important these days. Without loyal patients, healthcare organizations can face financial ruin.

WHAT IS COVERED IN THIS COURSE?

This course will present the fundamentals of patient experience, how it is measured and how we can use this patient experience data to drive change through new initiatives and strategic planning.

There are 2 parts to this course addressing the following topics:

   Part 1 (This course):

      *  What is patient experience?

      *  Intro to HCAHPS, the official measurement of patient experience

      *  HCAPS, A practical example

   Part 2:

      *  Net Promoter Score (NPS)

      *  Kano Model: prioritizing patent experience initiatives

      *  Mapping patient journeys

This Course addresses Part 1.

WHO IS THE IDEAL STUDENT FOR THIS COURSE?

You will learn a lot from this course if you are

   *  Thinking about choosing healthcare as a career

   *  Looking to advance your career in healthcare

   *  Looking to expand your knowledge of healthcare to better perform your current job and better understand how it fits into the ecosystem of patient care and better serve those in need

   * Curious about everything and want to learn more about healthcare just for the sake of expanding your knowledge base.

WHAT IS YOUR TEACHING STYLE?

My teaching style is a very pragmatic one. I assume you know nothing about this topic and start with the foundation and build from there. Some of these concepts could be challenging, so I sprinkle in as many examples as I can, both non healthcare and healthcare, to assure full understanding of the topic. This is why I have appended "Plain and Simple" to all my courses.

WHY ARE YOU QUALIFIED TO TEACH THIS COURSE?

I spent 35 years in the designing and launching of medical imaging products and services. My career evolved from leading engineering teams, to becoming VP Marketing and then to president of a Healthcare IT firm. It is also based on 15 years of university teaching. You can find more details of my background in the instructor overview.

Screenshots

Patient Experience in Healthcare (1 of 2), Plain & Simple - Screenshot_01Patient Experience in Healthcare (1 of 2), Plain & Simple - Screenshot_02Patient Experience in Healthcare (1 of 2), Plain & Simple - Screenshot_03Patient Experience in Healthcare (1 of 2), Plain & Simple - Screenshot_04

Content

Patient Experience & HCAHPS

Overview
What is Patient Experience?
Fundamentals of HCAHPS
Analyzing HCAHPS Data, an Example
Bonus Lecture

Reviews

Susana
July 1, 2022
It' very US specific. It's been good to know all of this information, completely new for me. Good stuff the comparison with other countries. Maybe something to improve to compare different healthcare systems worldwide. Thanks!
Christine
May 3, 2022
Great course. Never realized the significant role that HCAHPS plays in measuring patient experience and how to link that to a plan of action.

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4664418
udemy ID
4/28/2022
course created date
5/3/2022
course indexed date
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