Healthcare · Professional · Corporate
TPEHM
Transforming Patient Experience
Healthcare
Professional level
10 Modules
40 Topics
Corporate
In-house or live virtual
Certification
Blue Ocean Academy certificate
TPEHM
Choose your enrolment option
Tailored delivery for teams.
Talk to an Advisor
Blue Ocean AcademyCorporate training terms and scheduling policies apply
About the TPEHM Program
Patient experience is shaped by every interaction a person has with a health facility, from the first phone call to discharge and follow up. This program shows healthcare teams how to map those interactions, find where experience breaks down and redesign the service around patient needs. It covers communication, complaint handling, service standards and experience measurement. Delivered in-house at the client's premises or live virtual, teams leave with an improvement plan for their own departments.
What You Will Learn
- Understand what shapes patient experience across the journey
- Map the patient journey through your own facility
- Identify service failure points that frustrate patients
- Apply communication practices that build patient trust
- Design service standards for front line teams
- Implement a structured complaint handling process
- Measure patient experience using surveys and feedback
- Build a departmental improvement plan with clear owners
What you take away
Skills You'll Build
Patient journey mapping
Service standard design
Complaint handling
Experience measurement
Core Topics
Who Is This Program For?
Hospital department managers
Lift experience scores across your department
Nursing team leaders
Set service standards for ward teams
Front desk and reception staff
Handle arrivals and queries with confidence
Patient relations officers
Resolve complaints faster and more consistently
Clinic administrators
Redesign flow around patient needs
Quality and improvement teams
Measure experience with reliable methods
What's Included?
Delivery at your premises or live virtual for your team- Journey mapping exercises based on your own patient pathways
- Participant workbook, service standard templates and survey tools
- Certificate of completion issued by Blue Ocean Academy
Blue Ocean Academy
Corporate training terms and scheduling policies apply
Course Outline
- What patient experience means
- Experience, satisfaction and quality
- The business case for experience
- Setting goals for the program
Every participant receives a Blue Ocean Academy certificate of completion
Choose How You Learn
Showcase Your Healthcare Expertise
Every participant receives a Blue Ocean Academy certificate that can be verified by their employer. Corporate clients receive a completion report for the whole cohort.
Digital Certificate
Verifiable Credential
Professional Recognition
Cohort Completion Report
Corporate training
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