Mini course · Foundation level
Patient Experience & Service Recovery
Small communication behaviours, big difference: help patients feel cared for, even when things go wrong.
What is Patient Experience & Service Recovery?
Patient experience covers everything patients encounter during their care, from the first phone call to discharge. It is shaped largely by communication: being greeted, informed, listened to and treated with respect. This course explains the difference between experience and satisfaction, the behaviours that most influence how patients rate their care, how to manage expectations, and a step-by-step service recovery approach for complaints. Scenarios cover clinical and front-office settings and patients from different cultures.
- Duration
- 1.3 hours
- Lessons
- 4
- Level
- Foundation
- Format
- Online, self-paced
What you'll be able to do
- Distinguish patient experience from patient satisfaction
- Identify communication behaviours that improve patients' perception of care
- Apply a structured greeting and explanation approach in a described encounter
- Respond to a described complaint using a service recovery model
- Adapt communication for patients from different cultural backgrounds
- Use patient feedback to propose a service improvement
Who this course is for
Course content
4 lessons · 1.3 hours total · free preview available
1What Patients Remember
16 minFree preview· Course content
What Patients Remember
Experience versus satisfaction and the moments that matter.
2Communication Behaviours That Matter
20 min· Course content
Communication Behaviours That Matter
Available after you enroll.
3Service Recovery
20 min· Course content
Service Recovery
Available after you enroll.
4Culture, Expectations and Feedback
19 min· Course content
Culture, Expectations and Feedback
Available after you enroll.
Earn a credential employers can check
Every AIHCM credential has a unique ID that anyone can verify online in seconds.
Issued: on completion
How it works
- Finish all 4 lessons at your own pace.
- Get your digital credential with a unique ID.
- Share it — employers can verify it at aihcm.us.
Questions people ask
Does the course cover patient experience surveys?
It explains the principles behind common survey frameworks and how communication drives results.
Is it suitable for reception and call centre staff?
Yes. Many scenarios take place at the front desk and on the phone.
What about aggressive patients?
This course covers complaints. For aggression, take De-escalating Aggressive Patients & Families.
Can a whole team take it together?
Yes. Contact AIHCM about organisational enrolment.