Fundamentals of Patient Experience in Ambulatory Care

This course is designed to equip healthcare professionals and practice leaders with the tools and strategies necessary to improve the patient experience across all touchpoints in ambulatory care settings. Through an in-depth exploration of communication techniques, care coordination, leadership engagement, and data-driven improvement practices, participants will develop a well-rounded understanding of how to foster a patient-centered culture.

The curriculum begins with foundational knowledge of patient experience, including the importance of CG-CAHPS data and key domains such as access to care, communication, and office staff interactions. Learners will gain practical skills in effective verbal and non-verbal communication, managing complaints with empathy, improving care continuity, and optimizing appointment accessibility. Emphasis is placed on the critical role of leadership in modeling behaviors and supporting staff to prevent burnout and increase engagement.

Each module builds toward actionable outcomes, culminating in the development of a personal action plan to implement sustainable improvements. Tools such as leader rounding checklists, strategic planning calendars, and goal-setting templates are provided to support continuous growth. Whether you're new to patient experience or leading change initiatives, this course offers the insights and structure to elevate care and outcomes across your organization.

Review questions are included at the end of every module to cement understanding of the course content.