Patient Experience (PX) 101

PX 101 is a foundational, engaging educational offering to support and enhance our culture of patient experience excellence. This resource was originally developed by The Beryl Institute and customized by Michigan Medicine, designed to ensure that all faculty, staff, and learners have a fundamental understanding of patient experience, and the skillset to positively impact the patient and family experience. 

This interactive, instructor-led training is divided into two sections that can be taken in any order. Each section will be held monthly and facilitated virtually via Zoom. See below for session descriptions, links to register, and information about continuing education credits. 

In this session, participants will receive a brief introduction to the concept of patient experience and reflect on their own experiences as patients or caregivers, recognizing how they can impact the experience of patients and their families in simple yet profound ways, regardless of their role. This session will wrap up with a discussion of empathy in patient experience, and the impact of empathy in our setting. The target audience is all faculty, staff, and learners at Michigan Medicine. After completing this session, participants will be able to effectively employ verbal and nonverbal behaviors that address what matters most to patients and families when they receive medical care. Topics include:

• Definition and understanding of patient experience from the patient's perspective
• The impact of patient experience on healthcare outcomes, financial outcomes, safety, quality, and reputation
• What matters most to patients and families - and how we can address those needs
• The "3 C's of Empathy" (Care, Connect, Communicate) for building skills to connect with patients and families

Upcoming sessions:

• May 13, 2021 - 3-4pm EST
• June 10, 2021 - 3-4pm EST
• July 8, 2021 - 3-4pm EST

In this session, participants will learn about the ways patient experience is evaluated in the health system (including a brief overview of patient satisfaction surveying) and about key behaviors that can improve those evaluations. Participants will also learn the "LAST" model of service recovery (Listen/Apologize/Solve/Thank). The session will conclude with an exercise guiding the participant to explore their purpose, core values, and personal strengths as they relate to improving the employee, patient, and family experience. The target audience is all faculty, staff, and learners at Michigan Medicine. After completing this session, participants will be able to effectively employ behaviors associated with positive patient experiences and utilize the four key components of service recovery. Topics include:

• How Michigan Medicine measures and evaluates patient experience - including, but not limited to, patient satisfaction
• How to improve scores by improving the consistency and completeness of key behaviors
• What to do when we don't meet patient or family expectations
• The connection between our individual purpose, values, personal strengths, and the patient experience
• How the contributions we make to the experience of patients and their families help us stay energized and engaged

 Upcoming sessions:

• May 20, 2021 - 3-4pm EST
• June 17, 2021 - 3-4pm EST
• July 15, 2021 - 3-4pm EST