Programs that inspire, educate, and activate

Ambulatory Patient Experience Certification 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

 

 

Advanced Emergency Medicine Patient Experience Certification Program

Patient connection curricular program, specifically designed for emergency medicine clinicians, to build upon skills learned in the foundational Emergency Medicine Patient Experience Certification Program.

Focus Areas:

• The Continuous Improvement Mindset
• Powerful Connections
• Powerful Communication
• Continuum Of Care
• Unique Patient Populartions
• When Bad Things Happen

Duration: 6 months

Distinguished Emergency Medicine Patient Experience Certification Program

Patient connection curricular program, specifically designed for emergency medicine clinicians, to further build upon skills learned in the Advanced Emergency Medicine Patient Experience Certification to better connect with patients and deliver a positive patient experience.

Focus Areas:

• Empathy In The ED
• Practicing Kindness In The ED
• Managing ED Patient Expectations
• Managing Difficult Patient Encounters
• Enhancing ED-Hospitalist Communication

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 Medicine: Human Connection Certification

Patient connection curricular program that builds upon the foundational skills learned in previous Hospital Medicine Patient Experience Certification Programs. It provides hospitalists with key skills to deepen human-to-human connections with patients, care team members, and interdepartmental colleagues.

Focus Areas:

• Advanced Emotional Intelligence with Patients
• Conflict Management in Care Teams
• Leveling Up Hospitalist Communication with Patients
• Engaging Families as a Hospitalist
• Enhancing Patient Education in the Hospital
• Intergenerational Communication Within Hospital Teams

Duration: 6 months

Hospital Medicine: Care Team Collegiality Certification

Builds upon the skills learned in previous Hospital Medicine Patient Experience Certification Programs to support goals and outcomes that are driven by better communication, connection, and collaboration across hospitalists and ED physicians.

Focus Areas:

• Defining And Understanding Collegiality
• Situational Awareness
• Addressing Hospitalist And ED Friction Points
• Teams Communicating Effectively
• Patient Communication Challenges
• Collegiality As A Bridge To Improved Experience

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

Distinguished 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 Advanced Hospital Staff Patient Experience Certification.

Focus Areas:

• Empathy
• Demonstrating Kindness
• Difficult Encounters
• Patient Expectations
• Recoveries When Things Go Wrong
• Team Communication

Duration: 6 months

 

Hospital Staff: Elevating Patient Communication Certification

This program equips non-clinical staff with in-depth insights and refined techniques to boost the quality of their communication and provide exceptional patient experiences.

Focus Areas:

• Choosing Our Words With Care
• Responding To Emotions Of Burdened Patients
• Serving Diverse Populations
• Communicating In Challenging Patient Interactions
• How Our Actions Shape Communication
• Building Patient Connection Despite Distractions

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

 

 

Advanced Inpatient Care Team Patient Experience Certification

Patient connection curricular program, specifically designed for all hospital care team members, to build upon skills learned in the foundational Inpatient Care Team Patient Experience Certification to better connect with patients and deliver a positive patient experience.

Focus Areas:

• Advancing Patient Participation
• Building Patient Connection
• Being There For Patients
• Patient Partnership As A Team
• Family Communication
• Recovering When Things Go Wrong

Duration: 6 months

 

Distinguished Inpatient Care Team Patient Experience Certification

Patient connection curricular program, specifically designed for all hospital care team members, to further build upon skills learned in the Advanced Inpatient Care Team Patient Experience Certification to better connect with patients and deliver a positive patient experience.

Focus Areas:

• Practicing Empathy
• Strategies For Anticipating Patient Expectations
• Prioritizing Kindness
• Navigating Difficult Encounters
• Effective Communication

Duration: 6 months

Inpatient Care Team: Healing Presence Certification Program

Patient connection curricular program, specifically designed for inpatient care teams, that builds upon skills learned in the foundational Inpatient Care Team Patient Experience Programs.

Focus areas:

• Elevating Moments That Matter
• Honoring Patient Dignity In Vulnerable Situations
• Understanding Patient Emotions
• Personalizing Care In High-Volume Environments
• Team Collaboration For Whole-Person Healing
• Advancing Emotional Intelligence In Patient Experience

Duration: 6 months

 

Surgical Patient Experience Certification

Patient connection curricular program provides surgeons with practical and evidence-based approaches that advance the trust in patient-surgeon relationships, build patient loyalty, and help surgeons with the unique challenges surgeons face in their practice.

Focus Areas:

• Patient Connection With The Surgeon
• Pre-Surgery Conversations
• Dealing With Surgical Complications
• An Underperforming Colleague

Duration: 5 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

Advanced Nursing Patient Experience Certification

Patient connection curricular program, specifically designed for inpatient nurses, to build upon skills learned in the foundational Nursing Patient Experience Certification Program.

Focus Areas:

• Engaging Patients When Patient Loads Are High
• Creating Patient Confidence
• Communication With Families
• Building The Therapeutic Relationship
• Supporting Health Literacy
• When Things Go Wrong

Duration: 6 months

 

Acute Care Nursing: Relational Practice Patient Experience

Patient connection curricular program, specifically designed for acute care nurses, to build upon skills learned in the foundational Nursing Patient Experience Certification Program.

Focus Areas:

• The Art Of Relational Practice
• Responding To Patient Emotions
• Upholding Patient Dignity
• Team Cohesion Built On Relational Practice
• Engaging Families In Supporting Patients
• Emotional Intelligence In Nursing Practice

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 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

Leading to Engage Certification

A comprehensive leadership curricular program, this certification positions seasoned and emerging leaders to engage those they lead and advance in leadership actions and behaviors to strengthen the effectiveness of their approach.

Focus Areas:

• Change Management
• Leading Effective Teams
• Storytelling
• Success Tracking
• Recognition and Reward
• Communication Techniques
• Managing Resistance
• Character
• Presence
• Intellect
• Leading
• Developing
• Achieving

Duration: 2 years

Foundations of Clinical Excellence Program

The program equips leaders at every level of the healthcare organization with practical skills, tools, and approaches to engage teams in the shared mission of providing safe, high-quality, patient-centered care.

Focus Areas:

• Leading A Bold Commitment To Who We Are
• Leading A Safety Culture
• Leading Commuication For Safety
• Deploy The Practicing Excellence App
• Creating A Learning Culture Through Reporting
• Leaders Modeling Safety

Duration: 6 months

 

 

Foundations of Clinical Excellence Certification

Patient connection curricular program that equips all individuals and teams across the healthcare organization with foundational skills, frameworks, and standardized tools to deliver safe, high-quality, patient-centered care.

Focus Areas:

• The Foundation Of A High Reliability Organization
• Everyone Leading Safety At The Local Level
• Communicating For Safety
• How Safety Events Happen
• Thinking And Questioning For Safety
• Reporting And Learning For Safety

Duration: 6 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

Corporate Experience Certification Program

Curricular program specifically designed for team members representing all roles to build skills in the domains of experience, leading and working on a team, personal development, and recognition.

Focus Areas:

• Self-Awareness
• Building Team Trust
• Team Communication and Recognition
• Listening Well
• Conveying Compassion

Duration: 6 months

Advanced Corporate Experience Certification Program

Curricular program specifically designed for team members representing all roles to build upon skills learned in the foundational Corporate Experience Certification Program in the domains of experience, leading and working on a team, personal development, and recognition.

Focus Areas:

• Communication
• Growth Mindset
• Team Processes
• Respect
• Gratitude
• Positivity

Duration: 6 months

 

Distinguished Corporate Experience Certification Program

Curricular program specifically designed for team members representing all roles to further build upon skills learned in the Corporate Experience Certification Program in the domains of experience, leading and working on a team, personal development, and recognition.

Focus Areas:

• The Power Of Kindness In Corporate Culture
• The Empathy Effect
• Navigating Challenging Encounters
• How Corporate Teams Communicate
• Critical Thinking And Problem Solving

Duration: 6 months

Corporate Experience: Elevating Communication Certification Program

This program builds on the foundational skills learned in the Foundations, Advanced, and Distinguished Corporate Experience Programs. It provides corporate healthcare professionals with the knowledge and techniques needed to strengthen communication, collaboration, and collegiality across teams.

Focus Areas:

• Choosing Our Words With Intent
• Supporting Each Other Through Workplace Challenges
• Advanced Communication In A Corporate Environment
• Working Together In Multigenerational Teams
• Communicating Using Our Actions
• The Nuances Of Listening

Duration: 6 months