Using Kano and NPS Business Models in Healthcare

Elevate Patient Care: Mastering Patient Experience Strategies

The healthcare landscape is rapidly evolving, making patient experience a critical differentiator. This course, the second in a series, delves into advanced strategies for fostering patient loyalty and driving organizational success. Understanding and improving the patient journey is no longer optional – it's essential for survival.

Why is Patient Experience So Important?

In today's competitive healthcare market, patient experience directly impacts a provider's financial health. Patients are empowered to choose providers based on their experiences. Positive experiences cultivate loyal "customers" who return and recommend services. Conversely, negative experiences can lead to patients seeking care elsewhere and sharing their dissatisfaction with a wider network, potentially impacting revenue. Building strong patient relationships through excellent care is paramount to long-term sustainability.

What You'll Discover in This Course:

Building upon the foundational principles covered in the first course, this module provides practical tools to enhance patient satisfaction. You will gain expertise in:

• Net Promoter Score (NPS): Understand and implement NPS to gauge patient loyalty and identify areas for improvement.
• Kano Model: Learn to prioritize patient experience initiatives by categorizing features based on their impact on patient satisfaction.
• Mapping Patient Journeys: Visually represent the patient experience from initial contact to post-treatment, identifying pain points and opportunities for optimization.

Course Features:

• Engaging video lectures that break down complex concepts.
• A quiz to reinforce learning and assess retention.
• A comprehensive collection of resources for deeper exploration of each topic.

Who Should Take This Course?

This course is ideal for:

• Individuals considering a career in healthcare.
• Those seeking career advancement within the healthcare industry.
• Professionals aiming to broaden their healthcare knowledge to improve current roles and better understand the patient care ecosystem.
• Anyone curious about healthcare and eager to expand their understanding of patient-centered care.

My Teaching Approach

I employ a pragmatic teaching style, assuming no prior knowledge and building concepts from the ground up. To ensure clarity, I incorporate numerous real-world examples, both within and outside of healthcare. This approach, reflected in my "Plain and Simple" course branding, aims to make complex topics accessible to everyone.

Why Choose Me as Your Instructor?

With 35 years of experience in the medical imaging industry – from leading engineering teams to VP Marketing and President of a Healthcare IT firm – I bring a wealth of practical knowledge to this course. My background is further strengthened by 15 years of university teaching.

Important Note: This course is being retired and has been replaced with an updated version featuring expanded lessons and new content.