Patient Experience (PX) 101

Patient Experience 101 (PX 101) is a comprehensive, engaging learning opportunity to build patient experience knowledge and skill for all faculty, staff, and learners at Michigan Medicine. 

Introducing 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:

    • March 11, 2021 - 3-4pm EST
    • April 8, 2021 - 3-4pm EST
    • April 27, 2021 - 12-1pm EST *just added - Celebrate Patient Experience Week!*
    • 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:

    • March 18, 2021 - 3-4pm EST
    • April 15, 2021 - 3-4pm EST
    • April 30, 2021 - 8-9am EST *just added - Celebrate Patient Experience Week!*
    • May 20, 2021 - 3-4pm EST
    • June 17, 2021 - 3-4pm EST
    • July 15, 2021 - 3-4pm EST

 

“PX 101: Patient Experience, Empathy, and What Matters Most to Patients and Families" and "PX 101: Measurement, Service Recovery, and Reconnecting to Purpose" have each been approved for the following continuing education credits:

  • Michigan Medicine Nursing Professional Development & Education is an approved provider of continuing nursing education by the Ohio Nurses Association, an accredited approver by the American Nurses Credentialing Center’s Commission on Accreditation. (OBN-001-91) 1.0 nursing contact hours will be provided.
  • Michigan Medicine Department of Social Work is an approved provider with the Michigan Social Work Continuing Education Collaborative, Provider #MICEC 0056. This program has been approved for a maximum of 1.0 continuing education clock hours.
  • The University of Michigan Medical School is accredited by the Accreditation Council for Continuing Medical Education (ACCME) to provide continuing medical education for physicians. The University of Michigan Medical School designates this live activity for a maximum of 1.0 AMA PRA Category 1 Credit(s)™. Physicians should claim only the credit commensurate with the extent of their participation in the activity.