Patient Experience Leadership and Coaching Certification

Creating Masterpiece Moments™: Become the Internal Catalyst for an Exceptional Experience Culture.

Getting the roots of change deep enough for sustainability even in the face of organizational and market changes.

What you’ll learn During this immersive 3-day program, you’ll gain understanding and practice new tools and skills around:

• Developing an overarching patient experience strategy

• Aligning patient experience messages and aspirations

• Launching co-creation experience planning

• Ongoing patient experience training and coaching systems

• Leading experience design workshops for new services and construction projects

Upon completion, you’ll return to your organization as a certified Exceptional Experience Coach, trained to drive sustainable change that transforms your organization through a culture of exceptional experiences.

Ongoing monthly check-in webinars are included with this course to ensure long-term success and sustainability.

Key topics

• Exceptional experience strategy imperatives and core methods - Patient and family engagement connections

• Co-creation foundations - Experience mapping

• Crucial experience enhancement priorities

• Safety culture and experience culture connections

• Exceptional experience enhancement and interventions

• Innovative problem-solving culture - Alignment with operations

• Exceptional experience culture building and reliability

• Leadership and sustainable experience strategy

• Aligning internal policies, procedures and communication

• Core experience culture enhancers

• Preparing to be an exceptional experience coach

Who should attend

Intended for a team of 3-5 or more that together can influence and drive change at every level, such as:

• Chief Patient Experience Officers

• Chief Nursing Officers

• Chief Medical Officers

• Patient experience team members organization-wide

• Nursing, clinical and frontline leaders

Important details

Due to the educational nature of this program, there is no program fee to attend. Participants will be responsible for their own airfare, hotel, and ground transportation upon arrival. All meals, educational experiences and ground transportation during the program will be covered, including ground transportation to O'Hare at the conclusion of the program. Attendees stay at the Sheraton Northbrook at a discount rate of $139/night plus tax, inclusive of breakfast. Evening dinner events are educational in nature and a required part of the program.

About The Medline Patient Experience & Innovation Institute

Hospitals and Health Systems throughout the US count on Medline for over 500,000 products and solutions that assist in the care of patients and protection of staff. Medline has a continuing commitment to assist healthcare providers to offer the best thinking, practices and service for patients. In 2018 the newest solution for customers was launched: The Medline Patient Experience and Innovation Institute.

This new resource offers dynamic training, coaching and consulting support for healthcare clients who strive to enhance and align their operations to exceed the expectations and imagination of those who count on them for care. Interactive programs are offered at Medline headquarters in Northfield for teams to explore their overall patient experience strategy, build new internal coaching competencies, stretch their thinking around more effective problem solving and consider ways to build a more innovative and high performing culture. Unlike some patient experience education programs, the Medline Patient Experience and Innovation Institute is designed for practical, real-life applications. The content is focused beyond patient satisfaction score chasing and toward building a reliable strategy for exceptional experiences that includes safety at the core.