Using Patient Experience to Drive Improvement

Focus on seeing process through your customer’s eyes

Learn to use the proven data collection techniques of experience-based design (EBD) to truly understand your patients’ needs, drive quality improvement efforts, and prompt staff innovation and engagement.

There are many ways to embed the patient’s voice in re-designing processes. Often times, old processes are designed more around the resources available and less around the patient experience. When patient focus groups are used, sometimes we don’t know what to do with all the results. We will discuss on how to use the data you collect to improve processes and measure results.

This workshop will give you an understanding of:

  • how to add clarity and consistency to your quality improvement work
  • discover how to identify emotional touchpoints that influence the patient experience
  • practice qualitative and quantitative experience-based design methods to guide process improvement
  • after this workshop you will be able to use the tools and techniques to apply to your next improvement project

Who Should Attend:

Improvement professionals and operational team leaders who would like to learn new methods of engaging the patient in improving both the quality and service of their experiences. Specialists and leaders from quality and safety teams, process improvement teams and patient experience teams would each benefit from a unique focus on seeing the process through the customer’s eyes.


This 2 day workshop includes:

  • Basic training using Virginia Mason’s experience-based design tools, which include strategic observations, interviews and questionnaires.
  • Hands-on activities help participants practice creating and employing the methods successfully.
  • Discussion related to best practices for engaging patients, family members and staff.
  • How to integrate patient experience into a quality improvement framework.

Prerequisites – none

Learn more about custom training for you and your team.

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