Patient Experience Improvement Training Course

Name: Advanced Patient Experience Improvement and Service Design Training Course
Availability: InStock

Design measurable, people-centred improvements across patient journeys, feedback, access, communication, recovery, and governance.

Patient Experience Improvement Training Course

At a glance

Duration: 1 Week
Format: Classroom
Cities: Barcelona, Madrid, Vienna, Istanbul, London, Abu Dhabi and more
Next session: 2 – 6 November 2026, Barcelona
Average fee: 5,750 €

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Advanced Patient Experience Improvement and Service Design Training Course

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Overview

Advanced Patient Experience Improvement and Service Design Training Course is a one-week advanced course for patient-experience managers, healthcare service leaders, quality-improvement teams, frontline supervisors, and professionals responsible for service design and patient feedback. Participants leave with a Patient Experience Improvement and Service Design Portfolio that connects patient listening, journey mapping, access, coordination, communication, dignity, inclusion, service recovery, complaint learning, experience measurement, governance, improvement experiments, and sustainable implementation. Agile Leaders Training Center presents patient experience improvement as a people-centred quality discipline rather than generic customer service or hospitality.

Who Should Attend

Patient-experience and experience-of-care managers
Healthcare service leaders responsible for access and coordination
Quality-improvement and service-design teams
Frontline supervisors responsible for communication and recovery
Feedback, complaints, governance, and performance professionals

The course assumes experience in healthcare operations, quality, or service improvement. It does not teach clinical treatment decisions, generic retail customer service, or hospitality-only service techniques.

Departments and Industries

The course supports healthcare settings seeking measurable improvement across patient journeys, service interactions, and organizational learning.

Hospitals and specialist healthcare services
Primary, community, and ambulatory care
Diagnostic, rehabilitation, and day-care services
Patient-experience, quality, and governance departments
Digital health, access, contact-centre, and service-design teams

Learning Objectives

By the end of this course, participants will be able to:

Analyze patient journeys, moments that matter, barriers, and experience risks
Design listening and feedback systems that support inclusive participation
Improve communication, access, coordination, dignity, and service recovery
Triangulate experience data with operational and quality evidence
Plan, test, and evaluate patient-experience improvement experiments
Build governance, reporting, ownership, and sustainability arrangements

Course Agenda

Day 1: Patient Experience as a Quality Discipline

Patient Experience System and Stakeholder Map
People-Centred Quality Dimensions Checklist
Patient Journey and Moment-that-Matters Map
Dignity, Inclusion, Participation, and Equity Review
Patient Experience Improvement Baseline

Day 2: Listening, Feedback, and Experience Evidence

Patient Listening Architecture
Journey-Specific Survey and Feedback Plan
Complaint, Compliment, and Concern Coding Framework
Patient-Reported Experience Measure Selection Matrix
Experience Data Triangulation Board

Day 3: Service Design and Recovery

Access and Coordination Friction Analysis
Communication and Understanding Check
Inclusive Service Design Blueprint
Service Recovery and Follow-Up Workflow
Complaint Learning and Closed-Loop Action Log

Day 4: Measurement, Governance, and Improvement

Patient Experience Indicator Dashboard
Improvement Aim and Measure Charter
Small-Scale Test and Learning Cycle
Experience Governance and Accountability Matrix
Reporting, Transparency, and Staff-Learning Plan

Day 5: Patient Experience Improvement Practice

Exercise: Map a Patient Journey and Experience Risks
Exercise: Design a Listening and Feedback System
Exercise: Build a Service Recovery and Learning Workflow
Exercise: Test and Evaluate an Improvement Idea
Capstone Exercise: Patient Experience Improvement and Service Design Portfolio

Practical Exercises

The course uses scenarios from hospitals, primary care, diagnostics, rehabilitation, digital health, contact centres, and community services.

Suggested activity: map a healthcare journey and identify barriers, inequities, and moments that matter.
Suggested activity: combine survey, complaint, operational, and qualitative evidence into an improvement view.
Suggested activity: redesign a service interaction and create a closed-loop recovery process.
Suggested activity: define an improvement aim, test a change, evaluate results, and assign governance ownership.

FAQs

Who suits patient experience improvement training, and what does it assume?

It suits patient-experience managers, healthcare leaders, improvement teams, supervisors, and governance professionals with experience in healthcare operations, quality, or service improvement.

How does patient experience improvement differ from customer service training?

It addresses the full healthcare journey, access, coordination, dignity, inclusion, communication, feedback, measurement, governance, and improvement. It is not limited to courtesy or hospitality behaviors.

What evidence should patient-experience teams use?

Participants combine patient-reported experience measures, journey-specific feedback, complaints, compliments, qualitative accounts, operational data, and quality evidence, while checking representation and limitations.

How are complaints converted into improvement?

Teams code themes, assess impact, identify system contributors, respond and recover, assign actions, communicate learning, and monitor whether the change improves later experiences.

What practical outputs do participants complete?

Outputs include a journey map, listening architecture, survey plan, coding framework, triangulation board, service blueprint, recovery workflow, dashboard, improvement charter, governance matrix, and integrated portfolio.

credits: 5 credit per day

Course Mode: full-time

Provider: Agile Leaders Training Center

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Showing 21-40 of 75 events

Location	Dates	Duration	Mode	Price
Paris	Week 06, 2027 8 – 12 February 2027	1 Week	Onsite	€5,700
Rome	Week 07, 2027 15 – 19 February 2027	1 Week	Onsite	€5,700
Berlin	Week 07, 2027 15 – 19 February 2027	1 Week	Onsite	€5,700
Kuala Lumpur	Week 08, 2027 22 – 26 February 2027	1 Week	Onsite	€5,200
Abu Dhabi	Week 08, 2027 22 – 26 February 2027	1 Week	Onsite	€4,700
Amsterdam	Week 09, 2027 1 – 5 March 2027	1 Week	Onsite	€5,700
Phuket	Week 10, 2027 14 – 18 March 2027	1 Week	Onsite	€6,000
Prague	Week 12, 2027 22 – 26 March 2027	1 Week	Onsite	€6,000
Tbilisi	Week 13, 2027 29 March – 2 April 2027	1 Week	Onsite	€5,000
Munich	Week 13, 2027 29 March – 2 April 2027	1 Week	Onsite	€5,700
Singapore	Week 14, 2027 5 – 9 April 2027	1 Week	Onsite	€5,700
Bangkok	Week 14, 2027 11 – 15 April 2027	1 Week	Onsite	€6,000
London	Week 15, 2027 12 – 16 April 2027	1 Week	Onsite	€5,700
Madrid	Week 16, 2027 19 – 23 April 2027	1 Week	Onsite	€5,700
Milan	Week 16, 2027 19 – 23 April 2027	1 Week	Onsite	€5,700
Nairobi	Week 16, 2027 25 – 29 April 2027	1 Week	Onsite	€4,500
Istanbul	Week 17, 2027 26 – 30 April 2027	1 Week	Onsite	€4,500
Manama	Week 17, 2027 2 – 6 May 2027	1 Week	Onsite	€4,700
Dubai	Week 18, 2027 3 – 7 May 2027	1 Week	Onsite	€4,500
Cape town	Week 18, 2027 9 – 13 May 2027	1 Week	Onsite	€4,500

Frequently asked questions

What does this course cover?

OverviewAdvanced Patient Experience Improvement and Service Design Training Course is a one-week advanced course for patient-experience managers, healthcare service leaders, quality-improvement teams, frontline supervisors, and professionals responsible for service design and patient feedback. Participants leave with a Patient Experience Improvement and S…

Are training dates available?

Yes. Available dates and destinations are listed in the course dates section on this page.

How can I register?

Choose an available date on this page and complete the registration form, or send a programme enquiry.

Can I download the course brochure?

Yes. Use the brochure download link provided on this page.

Patient Experience Improvement Training Course