Patient Experience, Measure What Matters, Plain & Simple

Delivering great healthcare isn’t just about clinical outcomes—it’s about understanding and improving the patient experience. Every interaction, from admission to discharge, shapes how patients perceive their care and overall satisfaction. In this course, you’ll learn how to use practical, data-driven tools like HCAHPS, patient journeys, and personas to see care through the patient’s eyes—and to make measurable improvements in both satisfaction and operational efficiency. You’ll also learn how to translate patient satisfaction metrics into clear actions that improve quality of care.

We’ll explore what patient experience really means, how HCAHPS survey scores are collected and analyzed, and how patient journeys and personas can uncover gaps in communication, empathy, and workflow. You’ll see how these tools connect analytics with compassion—helping healthcare leaders, clinicians, and teams strengthen collaboration, improve quality, and enhance hospital operations across inpatient, outpatient, and clinic settings. You’ll practice turning survey insights into service recovery plans, communication standards, and workflow improvements—no advanced analytics background required.

This updated course combines and expands the best material from two earlier patient experience programs, now enhanced with new examples, tools, and assignments designed for today’s healthcare environment.

Taught by an experienced healthcare executive and university instructor with over 30 years in healthcare strategy and innovation. Whether you work in administration, nursing, or quality improvement, you’ll gain the insights and skills to measure what matters most: improving patient experience, boosting satisfaction, and building efficient, patient-centered organizations—Plain & Simple.