Programs that inspire, educate, and activate

Ambulatory Patient Experience Program

Includes skill development and role-specific tips for clinicians, and staff, allowing them to learn at the same time.

Focus areas:

• Building rapport
• Creating patient confidence
• Listening well
• Conveying compassion
• Finishing strong

Duration: 6 months

 

Advanced Ambulatory Patient Experience Certification Program

Learn and apply evidence-derived patient connection skills through role-specific learning for clinicians and staff. The certification will demonstrate clear qualifications and commitment to advancing knowledge in improving the patient experience.

Focus Areas:

• Explaining Care
• Engaging Patients
• Time Perception
• Respecting Patients
• Connecting with Patients
• Care as a Team

Duration: 6 months

Distinguished Ambulatory Patient Experience Certification Program

Includes skill development and role-specific tips for clinicians and staff that build upon the foundational and advanced skills learned in previous patient experience programs.

Focus Areas:

• Empathy
• Providing Kindness
• Managing Difficult Encounters
• Managing Patient Expectations
• Service Recovery

Duration: 6 months

 

Ambulatory Patient Communication Certification Program

Building upon the foundational and advanced skills in the Ambulatory, Advanced Ambulatory, and Distinguished Ambulatory Patient Experience Programs, this program advances the knowledge, promotes sustainment, and develops abilities in mastering the nuances of patient connection.

Focus Areas:

• Choosing The Best Words
• Matching Emotions For Burdened Patients
• Caring For Diverse Populations
• Challenging Patient Communication Scenarios
• Communicating With Your Actions
• Patient Connection Despite Task Demand

Duration: 6 months

 

Emergency Medicine Patient Experience Certification Program

Designed by and for emergency medicine clinicians, this program covers the principle drivers of care quality and patient connection in the ED and actions that can be taken to establish trust and rapport.

Focus Areas:

• Communicating at the Bedside
• Practicing Self-Care
• Supporting Your Team
• Knowing Your Flow

Duration: 6 months

 

Hospital Medicine Patient Experience Certification Program

Designed to be completed by individuals or teams, this program builds skills that help hospitalists connect to patients, including listening techniques, building patients’ confidence in them, and providing support lifelines for when patients leave the hospital.

Focus Areas:

• Hospitalist First Impressions
• Conveying Respect
• Bringing Compassion
• Listening Well
• Explaining Care
• Sending Home

Duration: 6 months

Advanced Hospital Medicine Patient Experience Certification Program

Patient connection curricular program, specifically designed for clinicians practicing in a hospital setting to build upon skills learned in the foundational Hospital Medicine Patient Experience Certification Program.

Focus Areas:

• Being There
• Supporting Family
• Efficient Rounding
• Hospitalist Connection
• Clinical Shift Transitions
• Partnering with the Nurse

Duration: 6 months

Distinguished Hospital Medicine Patient Experience Certification

Builds upon the foundational skills learned in the Hospital Medicine Patient Experience Certification Program and the Advanced Hospital Medicine Patient Experience Certification Program to support mastery of the nuances of patient experience.

Focus Areas:

• A Common Voice with Multiple Specialists
• Providing Empathy
• Positioning Teams
• Providing Kindness
• Managing Difficult Encounters
• Patient Experience with Complex Teams

Duration: 6 months

 

Hospital Staff Patient Experience Certification

Offers strategies for all members of hospital staff for connecting with patients to deliver a positive experience and improve service behaviors.

Focus Areas:

• Bringing Compassion 
• First Impressions 
• Respecting Patients 
• Listening Well 
• Explaining Actions 
• Finishing Strong

Duration: 6 months

 

Advanced Hospital Staff Patient Experience Certification

Offers strategies for all members of hospital staff for connecting with patients to deliver a positive experience and improve service behaviors and builds upon the foundational skills learned in the Hospital Staff Patient Experience Certification.

Focus Areas:

• Connecting Along The Patient Journey
• Engaging Patients
• Crucial Communication
• When Things Go Wrong
• Being There
• Owning The Experience

Duration: 6 months

 

Inpatient Care Team Patient Experience Certification

Designed to educate all hospital care team members on how to better connect with patients and deliver a positive patient experience. 

Focus Areas:

• First Impressions 
• Conveying Respect 
• Bringing Compassion 
• Listening Well 
• Explaining Care 
• Sending Home

Duration: 6 months

 

 

Nursing Patient Experience Certification

Patient connection curricular program specifically designed for nurses in the inpatient environment.

Focus Areas:

• First Impressions 
• Conveying Respect 
• Bringing Compassion 
• Listening Well 
• Explaining Care Plans 
• Discharge

Duration: 6 months

Foundations of Leadership Program

An introduction to building the skills necessary for improving leadership effectiveness. The program is designed for leaders to take as a team.

Focus Areas:

• Self-awareness
• The power of why
• Expressing gratitude
• Team communication
• Empathy in teams
• Trusted leadership 

Duration: 6 months

Foundations of Nursing Leadership Program

Designed for nursing leaders to participate together. After each weekly tip, leaders are challenged to apply what they have learned with their next patient or team interaction.

Focus Areas:

• Demonstrating heart
• Elevating my team
• Inspiring success

Duration: 9 months

Leading the Patient Experience Certification Program

Designed for simultaneous participation by all leaders–physician, APP, and administration and operations–but also available for new leaders to take individually.

Focus Areas:

• Create a Cause
• Communicate the Future
• Track Success
• Build Skills

Duration: 3 months

Building Transformative Leaders Certification

Accelerates the growth and development of leaders at any level to increase leader impact, teach leaders to appreciate those they lead, and shift mindset in self and others.

Focus Areas:

• The Modeling Leader
• The Appreciative Leader
• Leader as Teacher
• Mindset
• Listening Leader

Duration: 5 months

Nursing Onboarding Coaching Program

Supports those involved in onboarding, orienting, engaging, and supporting new registered nurses for an engaging, meaningful, and rewarding experience.

Focus Areas:

• Creating the Onboarding Experience 
• Creating a Positive Learning Environment 
• Precepting for Clinical Competence 
• Creating a Successful Practice 
• Joy in Onboarding 

Duration: 6 months

 

Nursing Transition to Practice Certification

Supports the onboarding and orientation of new nurses in their first year of practice to accelerate critical skill development and confidence.

Focus Areas:

• Patient-Focused Care 
• Team Collaboration 
• Time Management 
• Quality and Safety 
• Life-Work Balance 
• Professional Role Socialization

Duration: 6 months

 

Telehealth Certification Program

Tapping the expertise of experienced clinicians on the front line of virtual care delivery, the program provides in-depth content around the nuances of delivering effective virtual visits. Ideal for individual clinicians and new clinicians.

Focus Areas:

• Virtual Rapport
• Virtual Respect
• Virtual Caring
• Virtual Participation
• Managing Covid-19 Circumstances

Duration: 4 months

 

Clinician Coach Certification Program

Monthly virtual coaching clinics designed to build mastery coaching competencies to coach and develop clinicians in the domain of patient experience through immersive development sessions. These didactic sessions provide in-depth instruction for each facet of the coaching interaction.

Focus Areas:

• Analytical Action Planning
• Clinician Relationship-Building
• Active Listening
• Systems Thinking
• Providing Effective Feedback

Duration: 6 months

Residency Certification Program

Designed for resident physicians to learn and apply evidence-derived patient connection skills, fuel success now and into the future, and to deepen the learning vigor in ACGME core competencies.

Focus Areas:

• Patient Connection
• Team Collaboration
• Leadership Development
• Well-Being

Duration: Multi-Year