Patient-Centered Healthcare: Understand the Patient Journey

WHY THIS COURSE?

Healthcare is often designed around organizations, departments, technologies, and processes. But what does that experience look like from the patient's point of view?

Different patients have different needs, expectations, concerns, and experiences. Understanding those differences can help us design healthcare processes that are more patient-centered.

In this course, you'll learn practical tools for doing just that. You'll create patient personas, use journey mapping and storyboarding to understand how patients move through healthcare, and turn those observations into meaningful insights.

The goal is simple: understand the patient before trying to improve the patient's experience.

WHAT YOU'LL LEARN

You'll learn how to:

• Create practical patient personas

• Understand the needs of different types of patients

• Map and visualize the patient journey

• Use storyboarding to uncover what patients experience along the way

• Turn observations into meaningful patient insights

• Use those insights to support better, more patient-centered decisions

You'll see both healthcare and business examples that make these techniques easier to understand and apply.

WHO THIS COURSE IS FOR

This course is designed for healthcare managers, administrators, clinicians, healthcare IT professionals, patient-experience teams, consultants, and others involved in improving healthcare services and processes.

No previous experience with personas, journey mapping, marketing, or design is required.

I bring more than 35 years of healthcare industry experience, from engineering and product development to VP of Marketing and president of a healthcare IT company, along with nearly 20 years teaching graduate-level healthcare and business courses.

My approach is practical: start with the fundamentals, avoid unnecessary complexity, and use real-world examples.

By the end of this course, you'll have a practical set of tools for seeing healthcare through the patient's eyes—and using those insights to help design a better patient experience.