The Patient Experience and Service Excellence course focuses on enhancing the quality of patient interactions across healthcare settings. It emphasizes patient-centered care, effective communication, empathy, and service quality as key drivers of positive healthcare experiences. This course supports Terraleap’s mission to develop healthcare professionals who deliver compassionate, high-quality, and service-oriented care.

This course covers the core concepts of patient experience and service excellence, including communication skills, empathy in care delivery, cultural sensitivity, service recovery, patient feedback, and quality improvement. It explores how healthcare systems and professionals can align clinical care with service excellence to improve patient satisfaction and trust.

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

• Understand the principles of patient experience and service excellence

• Apply effective communication and interpersonal skills in healthcare

• Recognize the role of empathy and professionalism in patient care

• Identify factors influencing patient satisfaction and service quality

• Support patient-centered and value-based care practices

After completing the course, learners will be able to:

• Deliver patient-focused and service-oriented healthcare interactions

• Enhance patient satisfaction and engagement

• Apply service excellence principles in clinical and non-clinical roles

• Respond effectively to patient needs and concerns

• Contribute to a culture of quality and compassion in healthcare

This course is suitable for:

• Healthcare professionals and allied health staff

• Medical, nursing, and paramedical students

• Healthcare administration and front-office personnel

• MedTech and healthcare support professionals

• Individuals seeking to improve patient communication and service skills