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Course catalog > Patient Advocacy

Measuring Patient Satisfaction  

This online distance education course provides a solid foundation in principles and methodology of gathering, analyzing, and utilizing patient satisfaction data which is a Core Competency of the Patient Advocate.

Every healthcare organization needs to seek feedback from its customers to help identify areas requiring process improvement and to allow another opportunity (besides filing a complaint) for healthcare consumers to give feedback about their experience. The skills/competencies required to measure Patient Satisfaction include the use of various measurement tools (surveys, focus groups, complaint data, etc.), integration of data and preparation of meaningful reports, and making recommendations for improvement.

At the conclusion of the course, participants will be able to:

1. Discuss the main measurement tools used by Patient Advocates

2. Describe what data should be integrated to provide the 360 degree view of Patient Satisfaction levels

3. Describe how data can be converted to “findings” that will guide improvement in all aspects of Patient Satisfaction

4. Establish an effective feedback loop to ensure critical data is collected accurately, analyzed to identify findings, reported with recommendations for improvement and document the outcome of actions taken to monitor for future improvement

5. Discuss ways Patient Satisfaction data can be used in multiple system improvement


Each of the 10 online modules in the Patient Advocacy Certificate Program are five weeks long and represent ten contact hours of total work averaging approximately two hours per week, with class size limited to 25 participants. Each module is available for five weeks, beginning at 12 noon EST on a Friday and concluding five weeks later. The registration deadline for each module is 5pm EST the Wednesday prior to the start of the module. You can participate 24/7 during each module, as you interact with colleagues and faculty through facilitated discussions monitored by the professor based on questions related to the material. A certificate of completion is mailed after successful completion of each of the ten modules (based on logging in regularly to participate in discussions each week, and completing all assignments and quizzes). Modules may be taken in any order, with the exception of Data Management and Measuring Patient Satisfaction, which we recommend to be taken as the last two modules. Once you complete all ten modules, you will receive a special certificate and letter documenting your successful completion of the Cleveland State University Patient Advocacy Program.

Click here for more detailed information on the entire Patient Advocacy Certificate Program.


Measuring Patient Satisfaction
Item: NUSU19PAP1001 Jacqueline Robinson
12:00 PM - 12:00 PM
Sessions: 0 D Location:
10/11/2019 - 11/15/2019 Fee: $189.00
ONLINE October 11 - November 15, 2019
Courses in the Patient Advocacy Program may be taken individually, however, only students who complete all ten courses will earn the Cleveland State University Patient Advocacy Certificate.

Measuring Patient Satisfaction  Class is full. Click the add to Waitlist button below.
Item: NUSP18PAP1001Jacqueline Robinson
ONLINE October 12 - November 16, 2018
Fee: $189.00
Courses in the Patient Advocacy Program may be taken individually, however, only students who complete all ten courses will earn the Cleveland State University Patient Advocacy Certificate.

Noelle Muscatello
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