Foundations in Patient Experience Course: Impact of Training
10 August 2023 Case study
An interview with Garry and Andrew – two alumni from our Foundations in Patient Experience course. Originally featured in our Impact Report 2022.
Topics and programmes
Why did you choose to do the course?
We all like to think we are on top of our brief, don’t we? Yet how do we assure ourselves this is the case – do we know what best practice looks like? We joined the ‘Foundations in Patient Experience’ course to develop our professional insight and to network with others in similar positions.
We wanted to know what others were also doing in this area. Is there something we can learn, do differently or test? As a healthcare provider, we know that Patient Experience is everyone’s business – so we wanted to know how we can help ensure all staff understand this.
What did you like about the course?
For us, we particularly liked the shared knowledge of our course peers who all had different reasons for being there. The relaxed approach of the course tutors also created a less pressured environment in which to engage, and the breakout rooms allowed time for open conversation and thinking – sometimes challenging us to consider things differently.
What impact did the course have on your work?
We joined the course at the right time because as an organisation we had begun to develop our new Patient Experience Enabling Strategy. We were able to learn from the session that focused on strategy, and we revisited our approach, fine-tuning the patient engagement aspect to confirm our improvement priorities.
“The course helped us evaluate our own individual journeys and to shape our future workstreams, so we become not only more influential, but also more confident, strategic leaders”
The course helped us evaluate our own individual journeys and to shape our future workstreams, so we become not only more influential, but also more confident, strategic leaders, who can encourage others to understand the patient voice and act on what they hear.
We were delighted that our work was classed by the CQC as ‘exemplary’, and we are grateful for the timely support we received throughout the course to help us set the direction of patient experience at the Trust.