Certified Professional in Patient Experience (CPPX)

Certified Professional in Patient Experience CPPX is designed to ensure that all healthcare  staff, and learners have a necessary understanding of patient experience, and the skillset to positively impact the patient and family experience. 

After completing this training, the learner will be able to understand the definition of patient experience, how their role impacts patient experience, empathy, and actions they can take to address what matters most to patients and families. They will understand patient experience measurement, describe critical components of service recovery, and discuss how their purpose, values, and strengths impact their contributions to patient experience.

CPPX LEARNING OBJECTIVES :-

1. Demonstrate how you, in your role, can provide a positive experience for patients and families

2. Explain how patient experience impacts both the patient and the health system

3. Employ behaviors, both verbal and nonverbal, that show we care about patients as unique individuals

4. Perform empathetic behaviors consistently and completely to influence positive patient experience scores

5. Utilize the four key components of service recovery to manage service failures without taking or assigning blame

6. Specify how your individual purpose, values, and strengths align with your contributions to the experience of patients and families.

CPPX Main Topics :-

1- Patient Experience Definitions and roles .

2- Guideline principles for patient _Centered Care.

3- Patient & Family  Engagement.

4- An action plan to change The patient experience culture.

5- Design and innovation the Patient Experience.

6- Effective Communication challenges.

7- Data Analysis and measurement tools .

8- Claim and Grievanc .

9- Patient Satisfaction & Experience Approach .

10- Actions to change The patient experience culture.