Patient Experience Architect Program – Level 1
Foundations of Patient Experience Design in Healthcare
(Certificate Program | 2 Months | 6 Modules)
Patient Experience • Patient Journey • Frontline Behaviour • Empathy • Service Recovery
A 2-month foundation certificate program designed for healthcare professionals and hospital teams who want to understand, map, and improve patient experience across real hospital touchpoints.
A Premium Certificate Course by Charkos Academy
Level 1 builds understanding and awareness.
Participants ready to design, measure, and lead patient experience initiatives can progress to:
👉 Patient Experience Architect™ Program – Level 2 (6 Months)
Why This Program Exists
Most healthcare organisations focus on clinical outcomes and infrastructure —
but patients judge care by:
- how they were spoken to
- how clearly processes were explained
- how long they waited
- how safe, supported, and respected they felt
The Patient Experience Architect™ – Level 1 program helps healthcare teams move from:
- unstructured behaviour
- reactive complaint handling
- inconsistent patient communication
➡️ to intentional, predictable, patient-centred experiences.
INR 9,000 (inclusive of GST)
EMI options available through the payment Gateway.
2 months (self-paced with live sessions)
Created by healthcare practitioners. Designed for real practices.
Why Choose Charkos Academy?
-
At Charkos Academy, we do not teach generic soft skills.
We build healthcare-specific capability, grounded in real hospital operations.
What makes us different:
- Healthcare-only focus (OPD, IPD, ICU, diagnostics)
- Implementation-first learning, not theory
- India-centric, globally aligned frameworks
- Consulting-led insights from real hospital projects
- Alignment with quality, safety & NABH standards
- Flexible learning for busy healthcare professionals
What You Will Learn
-
By the end of Level 1, you will learn how to:
- Understand patient experience beyond “service”
- Identify emotional and operational experience gaps
- Map patient journeys across hospital touchpoints
- Improve frontline communication and empathy
- Reduce confusion, wait-time frustration & dissatisfaction
- Handle concerns before they escalate into complaints
- Lay the groundwork for patient-centric culture
Who is this course for?
Doctors & Clinicians
Nurses & Nursing Leaders
Hospital Administrators & Operations Teams
Patient Experience, Quality & NABH Teams
Front Office, Call Centre & Patient Relations Teams
Healthcare Leaders & Aspiring PX Professionals
Why This Program Exists
Clinical excellence alone does not define great healthcare.
Patients remember:
- how clearly things were explained
- how they were treated at the front desk
- how long they waited
- how safe, respected, and supported they felt
The Patient Experience Architect™ – Level 1 program helps healthcare teams move from:
❌ Unstructured behaviour
❌ Reactive complaint handling
❌ Inconsistent communication
➡️ to intentional, predictable, patient-centred experiences.
Program Format
Learning Mode: Live Online + LMS (Hybrid)
- Live interactive sessions
- Worksheets, dashboards & trackers
- Monthly implementation tasks
- Progress reviews
- Community discussions
Designed for busy clinicians and founders.
Certification Requirements
To earn the Certificate in Patient Experience Architect™ – Level 1, participants must:
✔ Attend sessions (live or recorded)
✔ Complete module-wise reflection tasks
🎓 Certificate issued by Charkos Academy
Tools & Resources You Will Receive
- Patient journey mapping templates
- Frontline communication & behaviour checklists
- Call centre scripts & call audit formats
- Appointment & follow-up templates
- Wait-time & TAT audit tools
- Patient feedback & NPS trackers
- Google review & testimonial guidelines
- Service recovery & RCA templates
All tools are ready for direct hospital implementation.
What Comes After Level 1?
Level 1 builds awareness and understanding.
Participants who want to:
- design complete patient journeys
- measure experience using KPIs
- lead PX initiatives
- align with NABH & hospital leadership
can progress to:
👉 Patient Experience Architect Program – Level 2 (6 Months)
By the end of Level 2, you will be able to:
✔ Design end-to-end patient journeys
✔ Engineer OPD, IPD & discharge experiences
✔ Integrate digital tools into PX workflows
✔ Measure PX using NPS, TAT, feedback & reviews
✔ Lead service recovery & complaint prevention
✔ Build patient-centric culture across departments
✔ Align PX initiatives with NABH & hospital KPIs
✔ Position yourself as a Patient Experience leader
Program Overview
| Aspect | Level 1 | Level 2 |
|---|---|---|
| Focus | Awareness & basics | Design & leadership |
| Outcome | Understanding PX | Owning PX |
| Tools | Scripts & checklists | Systems & dashboards |
| Role | Participant | PX leader |
| Impact | Local improvements | Institution-wide change |
| Readiness | Entry | Transformation |
Key Differences
Level 1: Foundations
Designed for healthcare professionals seeking foundational knowledge in patient experience (PX). Participants gain awareness of core concepts through practical scripts and checklists, enabling local improvements within their departments or teams.
Level 2: Architect
Advanced program for experienced professionals ready to lead institutional transformation. Focuses on strategic design, leadership competencies, and enterprise-wide systems implementation. Participants become PX leaders driving organization-wide change.
Program Progression
- Start with Level 1 if you're new to PX concepts
- Progress to Level 2 once you've mastered foundational knowledge and demonstrated readiness for leadership roles
- Career Impact: Move from individual contributor (Level 1) to organizational leader (Level 2)
Course Curriculum
COURSE STRUCTURE
(Modules & Learning Outcomes)
Module 1 — What Is Patient Experience?
Service vs experience • Experience economy • Patient expectations • Satisfaction vs experience • ROI of PX
Module 2 — Patient Journey: Before Coming to the Hospital
Website impact • Appointments • WhatsApp & chatbots • Call centre workflows • Scripts & audits
Module 3 — Mapping the In-Hospital Patient Journey
Registration • TAT & wait times • Queue management • OPD & clinical interactions • Signage
Module 4 — Strategies to Improve Patient Experience
Care coordination • Empathy • Loyalty • Environment • Patient education
Module 5 — Patient-Centric Culture & Feedback
NPS • Feedback systems • Google reviews • Testimonials • Hygiene standards
Module 6 — Introduction to Service Recovery
Service failures • RCA basics • Proactive floor management • Team involvement
Course Curriculum – Level 2 (illustration purposes only)
Module 1 — Experience Design in Healthcare
Advanced experience economy • Emotional journey design • Journey mapping
Module 2 — Pre-Visit & Digital Patient Experience
Web & appointment design • Call centre audits • Knowledge banks
Module 3 — In-Hospital Experience Engineering
Flow design • Queue systems • OPD, nursing & doctor touchpoints
Module 4 — Culture, Feedback & Loyalty Systems
NPS governance • Review strategy • Behavioural standards
Module 5 — Service Recovery & RCA
Complaint anatomy • RCA mastery • Escalation prevention
Module 6 — PX Leadership & Institutionalisation
SOP embedding • PX governance • Continuous improvement models
Capstone Project
Patient journey redesign OR PX improvement project for own hospital
Gain Advantage From experts
Course Mentor:
Dr. (Maj) Prashant Kumar Singh Chauhan
MBBS, MD
Consultant, Healthcare Quality & Patient Experience
Clinical Communication Expert • Patient-Centred Care Advocate • Hospital Quality & Safety Specialist
Dr. Prasanth Chauhan is a dedicated healthcare quality and patient experience specialist known for his work in strengthening clinical communication, empathy-led care, and hospital service excellence. With extensive experience in multidisciplinary hospital environments, he has trained clinicians, nurses, and healthcare teams in delivering safer, more compassionate, and patient-centred care.
A medical graduate with advanced training in quality improvement, Dr. Chauhan has been involved in NABH-driven initiatives, patient experience redesign, safety culture development, and communication training across various departments including emergency, critical care, oncology, and surgery. He is widely appreciated for translating complex behavioural concepts into simple, actionable communication tools that clinicians can use instantly in real practice.
His workshops cover empathy skills, conflict de-escalation, difficult conversations, service recovery, and patient rights — equipping healthcare professionals with the interpersonal and leadership competencies essential in today’s high-pressure clinical settings.
Key Expertise:
- Clinical Communication & Empathy Training
- Patient Experience & Service Recovery
- NABH Quality & Safety Standards
- Conflict De-escalation & Complaint Handling
- Breaking Bad News & Difficult Conversations
- Emotional Intelligence for Healthcare Teams
Dr. Chauhan’s work is centred on one mission: helping healthcare professionals communicate with clarity, compassion, and confidence — ultimately improving patient trust and organisational culture.
How The Course Benifits You
🧠
Develop the Right Patient Experience Mindset
See healthcare through the patient’s emotional lens.
👥
Improve Frontline Behaviour Where It Matters Most
Strengthen interactions at registration, OPD, nursing, and counselling points.
⏱️
Reduce Confusion, Delays & Anxiety
Apply simple fixes that immediately improve patient flow and clarity.
💬
Handle Concerns Early & Confidently. Learn foundational service recovery skills before issues escalate.
📊
Improve Patient Satisfaction & Feedback Scores
Use structured approaches to improve daily patient experience.
🏥
Prepare for Advanced PX Leadership and Build a strong base for Level 2 and institutional roles
Get Certified By Charkos Academy!
Yes! You will get a course completion certificate by Charkos Academy once you complete the course and the assignment!
FAQ
Is this suitable for non-clinical staff?
Yes. Front office, admin, nursing, and quality teams benefit greatly.
Is this hospital-specific?
It applies to hospitals, clinics, diagnostics, eye care, IVF, and dental setups.
Do I need prior PX training?
No. This program starts from fundamentals.
Can I access recordings if I miss sessions?
Absolutely. All live classes are recorded and available on-demand.
Is this suitable across specialities?
Absolutely. Frameworks apply across all medical specialities.
Will I receive a certificate?
Yes — a globally-usable digital certificate upon successful completion.
How long is the course accessible for?
The course is available with access for 1 year from the date of course purchase. You are welcome to watch the videos as many times as you like to master the learning.
Can my organisation book group training?
Yes — group packages and tailored delivery options are available for healthcare teams with bulk discount coupons.
