# PX Academy

> Changing the landscape of healthcare with patient and family-centered training


## Posts

- [Empathy at the Edge of Care: A Trauma Nurse’s Early Lesson in Patient Experience](https://pxacademy.com/empathy-at-the-edge-of-care-a-trauma-nurses-early-lesson-in-patient-experience/): Introduction: Empathy, Compassion, and Caring in Patient Experience Empathy, compassion, and caring form the moral and emotional foundation of healthcare and are central to the modern understanding of patient experience. While clinical competence, technology, and evidence-based protocols are essential, they are insufficient on their own to meet the needs of patients during moments of profound vulnerability. Patient experience is created not only through what clinicians do, but through how patients feel seen, heard, and valued—particularly when outcomes are uncertain or irreversible. Empathy is the ability to understand and appreciate another person’s emotional state and perspective, while compassion moves that understanding […]
- [Keeping Humans in the Loop: Responsible AI for Patient Experience Leaders](https://pxacademy.com/keeping-humans-in-the-loop-responsible-ai-for-patient-experience-leaders/): Artificial Intelligence (AI) is transforming how healthcare organizations deliver patient experience across the United States, the United Kingdom, Canada, Europe, and the Gulf Cooperation Council (GCC) nations. While often discussed in terms of automation, AI’s true value lies in its ability to elevate human connection, personalize care, advance equity, and return time to clinicians so they can be fully present with patients. These priorities reflect a defining principle of modern patient experience: we must care for the person, not just the disease (Biedron, 2025a). With experience as a nurse, patient-experience leader, and CEO, I have consistently recognized that outstanding care […]
- [The Heart and Science of Patient Experience: A Comprehensive Framework](https://pxacademy.com/the-heart-and-science-of-patient-experience-a-comprehensive-framework/): Introduction Patient experience has evolved from a buzzword to a strategic imperative in healthcare. For those of us who’ve spent decades in clinical and executive roles, we know treating the disease is not enough; we must care for the person. Through my journey as a nurse, executive, and founder of PX Academy, I’ve reflected deeply on what truly matters in the patient’s journey. This article synthesizes those reflections into a cohesive framework—not because the ideas are new, but because they must be remembered, re-emphasized, and operationalized. 1. Safety and Quality: The Non-Negotiable Foundation You cannot build meaningful experience without first […]
- [Beyond the Kiosk: Restoring Human Touch in Healthcare Technology](https://pxacademy.com/beyond-the-kiosk-restoring-human-touch-in-healthcare-technology/): In the ever-evolving landscape of healthcare, technological advancements are often celebrated for improving outcomes and efficiencies. They bring convenience, enhance communication, and personalize care, promising a higher quality of service. However, have these innovations truly fulfilled their promise? The answer may lie in understanding patient experiences through tools like the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS).   Understanding HCAHPS and Patient Feedback HCAHPS, developed by the Centers for Medicare & Medicaid Services (CMS) and the Agency for Healthcare Research and Quality (AHRQ), is a standardized survey measuring patients’ perspectives on their hospital experiences. Launched in 2006, it […]
- [Unveiling the Heart of Nursing](https://pxacademy.com/unveiling-the-heart-of-nursing/): In the intricate maze of healthcare, amid the hustle of medical procedures and tests, it’s frequently nurses who leave the most profound imprint on patients’ lives. Nurses, characterized by their steadfast dedication, empathetic care, and clinical prowess, stand at the forefront of shaping the patient’s experience. Their role extends beyond mere administration of medication, documentation requirements and monitoring vital signs; nurses intricately weave a fabric of empathy, support, and advocacy that profoundly influences the healing journey. This is despite the challenges they face, such as staffing shortages, resource limitations, and often feeling unseen and undervalued by leadership. As someone who […]
- [Advancing Health Equity: Cultivating Cultural Sensitivity in Healthcare](https://pxacademy.com/advancing-health-equity-cultivating-cultural-sensitivity-in-healthcare/): Health equity refers to the concept of ensuring that everyone has a fair opportunity to attain their highest level of health. It involves addressing disparities in health outcomes and access to healthcare services.  The COVID-19 pandemic has glaringly exposed deep-seated health disparities within the United States and globally, which existed long before the pandemic. Prior to widespread vaccine availability, statistics underscored the disproportionate impact on Black and Latino communities, with vulnerability to COVID-19 infection three times higher compared to their white counterparts and a mortality rate twice as high (Nundy, S., Cooper, L. A., & Kelsay, E., January-February 2023). Achieving […]
- [PX Academy Breaks the Threshold to +90 Net Promoter Score](https://pxacademy.com/px-academy-breaks-the-threshold-to-90-net-promoter-score/): The Net Promoter Score (NPS) is a key metric for measuring loyalty and satisfaction traditionally from customers; however, patient feedback is equally important for healthcare organization change and improvement. It is based on a simple survey question that asks respondents how likely they are to recommend a product or service to a friend or colleague, using a scale from 0 to 10. The responses are categorized as follows: Promoters (9-10), Passives (7-8), and Detractors (0-6). PX Academy uses NPS to gauge its progress and pinpoint areas for improvement as it delivers professional development to healthcare professionals. PXA has seen a […]
- [Nurse as a patient, what can we learn from that?](https://pxacademy.com/nurse-as-a-patient-what-can-we-learn-from-that/): As a seasoned registered nurse with decades of experience in the healthcare industry, you’d think I’d have all the answers when it comes to navigating the intricacies of the medical system. However, even with my background, a recent health scare opened my eyes to the challenges and frustrations that patients often face when seeking care. It all started with a seemingly innocuous trip to a garden shop, but soon I found myself grappling with symptoms that left me feeling dizzy and lightheaded. Despite my extensive medical knowledge, I found myself hesitating to act, brushing off warning signs and attempting to […]
- [The Art of Patient-Centered Service Recovery](https://pxacademy.com/the-art-of-patient-centered-service-recovery/): Turning Service Failures into Opportunities to improve the overall patient experience  When we strive to improve the patient’s experience through seamless, effective service; building trust, loyalty, and treating patients and their families with kindness, dignity, and respect, inevitably things still go wrong. Our goal, of course, is to prevent pain points from happening by understanding the patient’s journey, and anticipating the patient’s needs.  Despite our efforts, however, system problems and complaints do occur. Once trust is broken because of a service failure, it is difficult to regain. Service failures in any sector are inevitable, but having dissatisfied patients is not. […]
- [Why Is Improving the Patient Experience Such a Struggle?](https://pxacademy.com/why-is-improving-the-patient-experience-such-a-struggle/): Why is it so difficult to make patients feel cared for, treated with kindness and respect, and include the patient and family in the patient’s healthcare plan? Even the simple things like delivering a meal on time and at the right temperature or answering a call – bell in a timely manner seem like an impossible goal at times. Why is sustaining positive change that enhances the patient experience almost impossible to achieve? We know it is the right thing to do. The staff wants to deliver kind, compassionate care, and CMS has tied reimbursement through their VBP program to […]
- [Kindness: The key to patient-centered care](https://pxacademy.com/kindness-the-key-to-patient-centered-care/): “In a world where you can be anything, be kind.” -Author unknown Kindness is a word that is generally accepted to mean the quality of being friendly, generous, empathic, sympathetic and considerate. I recently attended a Gathering of Kindness conference and came to understand that kindness can be by omission where you leave thoughts unsaid or it can be immersive where you experience kindness that fundamentally changes you. I’ve also learned through my own life experiences that kindness can be an act of advocacy.  When we advocate for what our patients need, when we empathize with them and develop mutual […]
- [Why is it important to be a Patient Experience Professional?](https://pxacademy.com/why-is-it-important-to-be-a-patient-experience-professional/): Patient experience is an emerging field, driven in part by the  increasing emphasis from regulation, reimbursement incentives, and consumer demands. It goes far beyond providing excellent clinical care. Care today requires that every aspect of the patients’ journey is considered and addressed. Some critical touchpoints in this journey include physical comfort, convenience, patient awareness and understanding of what’s happening, and meeting their emotional needs.  These are new demands that cannot go unnoticed. Are the leaders in your organization up to these new realities of delivering health care today? Are they focused on creating an excellent patient experience? Do you have […]
- [Are Patients Customers?](https://pxacademy.com/are-patients-customers/): In a facebook group called “Show me your stethoscope/ A nation of Nurses” a question was posed. “Are patients’ customers?” There were 2,734 responses as of the date of this writing. Although I did not read all of them, I did read many and the majority are from nurses who said an emphatic “NO!” Utilizing, I made add, descriptive language that left nothing to the imagination of how they felt.  I believe their feelings on this are grounded in the association that a customer is something degrading and a patient is a protected and cherished persona. Although noble in their […]
- [Easy is the Key](https://pxacademy.com/easy-is-the-key/): I recently investigated refinancing my home. My first thought was, “Why can’t they make this easier?”   The first lender I dealt with made it so difficult to comply with the overburdensome requirements for various financial documents that I almost didn’t go through with the refinance. Instead, I looked at another vendor who made it easier, however, it took longer. Even with the inconvenience of taking longer, I still switched to the second lender because easier was such a draw. The concept of “why can’t they make this easier?” truly crystallized for me, in another area of life, when I tried […]
- [Organizational Empathy is vital to be Patient-Centric](https://pxacademy.com/organizational-empathy-is-vital-to-be-patient-centric/): Patients seeking care are fragile. They are occupied with concerns and may be worried, especially if they are admitted to hospitals. In the context of this environment, a partnership between patients and their care providers is vital. Patients must be at the center of all we do because it is their health, wellbeing, and healthcare decisions, not ours. The days of a patriarchal medical model of healthcare is long gone. Our role today as healthcare providers is one of educator, advisor, and advocate. To be effective in these tasks, we must have empathic capability.  What does it mean to be […]
- [Bringing CX to Patient Experience](https://pxacademy.com/patient-centric-culture/): The landscape of healthcare is rapidly shifting to incorporate the best practices in the customer experience discipline that have been tried, tested, and fine-tuned by many businesses across the globe. Customers in business purchase products and services because they want to do so. Customers in the healthcare world DO NOT want to be customers. But they are forced by their health needs to seek care. This disposition compounds the challenge for healthcare professionals who have hitherto focused almost entirely on assessing patient satisfaction. We know from the experience of the business world that such well-known brands as Zappos, Disney, Amazon, […]
- [PX Academy | CX University Announce Partnership with Moravian University](https://pxacademy.com/moravian-college-press-release/): CX and PX Training Gives Graduate Credits BETHLEHEM, PA, October 22, 2020:  Today, CX University (CXU) and Moravian University jointly announce the launch of their partnership to award graduate college credits for successful completion of CXU Online Courses in Customer and Patient Experience. CXU offers fully online courses in Customer Experience (CX) that teach the 6-pillars of CX. The CX800 Graduate Course Series is structured into a 6-course program with comprehensive lessons, videos, articles, reflective and practical playbooks, and interactive gamification activities. Students in this program can complete the online courses and take an exam in order to earn the […]
- [Patient Experience for Frontline Workers](https://pxacademy.com/patient-experience-for-frontline-workers/): Dear Friends and Colleagues in Patient Experience, When I last wrote, I focused on the importance of enhancing the Patient Experience now more than ever with the impact of COVID on our healthcare delivery systems. What I did not mention at the time was that I have been working on the front line in a Long-Term Acute Care hospital as an interim Chief Clinical Officer. We recently opened a COVID unit to meet the never-ending demand because of community need and to assist our referral partners. Sadly, the need for more beds seems unending as well.  We often hear and […]
- [A Letter from PX Academy's Janet Biedron](https://pxacademy.com/a-letter-from-px-academys-janet-biedron/): Dear Colleagues and Friends, I hope this message finds you safe and well. As Patient Experience professionals, these last few months have been tremendously difficult. We have gone through extraordinary measures while navigating ever changing guidance to keep our patients, staff, ourselves and our families safe.  To decrease the spread of COVID, we have found and continue to find it difficult to keep our patients and teammates engaged as we isolate for their safety. Our efforts to enhance patient and family communication, partnership, and to provide for exemplary patient/family experiences, unfortunately, may have taken a back seat.  We found ways […]
- [Patient Experience should never be on the back burner, especially now during the COVID-19 pandemic](https://pxacademy.com/patient-experience-should-never-be-on-the-back-burner-especially-now-during-the-covid-19-pandemic/): Building and maintaining relationships are essential in enhancing the Patient Experience, keeping employees engaged, and creating loyalty. Empathy, compassion, and kindness are crucial psychological elements and skills that are needed to build trust with our patients and families. During this period of the COVID-19 pandemic, hospitals are rightly focused on survival, but are we seeing signs of putting Patient Experience on the backburner? Now more than anytime in our history is the time to remember our priorities: put the patient first and show compassion, empathy, and kindness through connectedness. Social distancing is the buzzword of the moment, driven by fear […]
- [A Letter from PX Academy's President](https://pxacademy.com/a-letter-from-px-academys-president/): As a former CEO and Registered Nurse, I understand the challenges in achieving the goals to create a patient-centric culture, improving the patient experience metrics of HCAHPS and meeting the requirements of Value-Based Purchasing. My innovative work in the early nineties about front-end redesign and my continuing passion for creating a patient-obsessed culture has led me to create a training program for all healthcare providers to understand how to develop a culture of care that goes beyond clinical outcomes. As Healthcare professionals, we know national healthcare policy continues to be uncertain, government and private payers are increasing the pressure they […]
- [PX Academy (PXA) is launched as a Patient Experience training provider](https://pxacademy.com/launch-px-academy/): PX Academy (PXA) opens its digital doors with the launch of its website and online training options in Patient Experience (PX) practice. As a subsidiary of CX University, PXA focuses on the concepts driven from Customer Experience by promoting positive patient and family experiences in the healthcare industry.  Pulling from best practices in Customer Experiences, PX will change the landscape of healthcare. Mohamed Latib, PhD and CEO/Founder of CX University explains, “Patients want to be partners in their care; families and friends also want to be partners in the care of their loved ones. Patients, like customers, want to be […]
- [Healthcare is On Notice by Patients](https://pxacademy.com/healthcare-is-on-notice-by-patients/): Healthcare organizations have traditionally delivered care focused on the needs and convenience of the organization, not the patient. But a new paradigm, based on a more consumerist approach is sweeping healthcare as it has swept other industries.  Where is  your organization? Patients are Powerful A consumer that is no longer satisfied with the inefficiencies and paternalistic nature of healthcare is driving this paradigm shift. With the ability to receive other services and goods in a way that anticipates and delivers on their needs, the healthcare environment is changing rapidly to align more closely with those expectations. Patients currently feel a […]
- [The Gap between Leadership and Patient Experience: Healthcare pundits are out of touch](https://pxacademy.com/gap-leadership-px/)
- [Does Your Hospital Treat Patient Families Like This?](https://pxacademy.com/does-your-hospital-treat-patient-families-like-this/)
- [Putting the Patient First: Changing Demands in Healthcare](https://pxacademy.com/putting-the-patient-first-changing-demands-in-healthcare/)
- [Happiness and The Patient Experience](https://pxacademy.com/happiness-patient-experience/): Who’s in charge of the Patient’s Happiness? Much has been written on the role of patient’s happiness as it equates to a positive patient experience. This seems to make sense – happy patients are having a good experience. However, there exists confusion over whose role it is to keep patients happy and if happiness is really an obtainable goal in delivering a positive patient experience. Certainly a patient that has just been told they have a terminal disease, no matter how compassionate and heartfelt the delivery of the message, the patient will not experience happiness. Should staff and physicians just […]
- [A Nurse's Role in Patient Experience](https://pxacademy.com/nursesroleinpatientexperience/)
- [Learning Patient Experience in the Dark Ages](https://pxacademy.com/cxublog-learning-patient-experience/)

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## Products

- [AI and CX Leadership Course](https://pxacademy.com/product/ai-and-cx-leadership-course/): As customer expectations evolve rapidly, intelligent systems are redefining how brands engage, personalize, and optimize interactions across the customer journey.  Turn AI from a buzzword into real wins. In the AI and CX Leadership course, you’ll get clear frameworks, simple playbooks, and practical guidance to design, launch, and grow AI across the customer journey without losing the human touch.
- [Applied Customer Journey Mapping](https://pxacademy.com/product/applied-customer-journey-mapping/): LIMITED OFFER: 50% off enrollment cost. Transform your organization with our Applied Customer Journey Mapping online course. Develop mastery in journey mapping methodology and gain free access to the JourneyTrack™ platform. This comprehensive course includes six online modules, expert coaching, and virtual meet-ups to help you create impactful customer experiences and become a certified Customer Journey Mapping Specialist (CJMS)™.
- [PX 520 Mastery Program](https://pxacademy.com/product/px-520-mastery-program/): Become a master of Patient Experience and make an impact in your healthcare organization. This course leads to professional Patient Experience Specialist (PXS)™ certification.  Learn at your own pace with comprehensive online courses aligned to the globally recognized domains of PX knowledge and skills.
- [Patient Experience - Mastery South Africa](https://pxacademy.com/product/patient-experience-mastery-south-africa/): Immerse yourself in the comprehensive and engaging PX Mastery Bundle series that covers the 4 major areas of Patient Experience (PX). The PX Mastery Bundle series is ideal for healthcare professionals who want to be content experts and leaders in their field, following Patient Experience philosophies and practices. Completing the PX Mastery Bundle series, you are eligible to take the Patient Experience Specialist (PXS)™ certification exam.
- [Culturally Competent PX Program](https://pxacademy.com/product/culturally-competent-px-program/): The Culturally Competent PX Program prepares users to earn their CCPXP Certification through a comprehensive exploration of PX strategies, cultural competency, design innovation, and metrics analysis. It is designed to enhance PX through culturally competent practices and metrics-driven improvements.
- [Understanding Empathy and Universal Emotions eModule](https://pxacademy.com/product/pxa-empathy-emodule/): You will practice recognizing the basic human emotions through facial expressions. The concept of universal human emotions and corresponding facial expressions is presented.
- [PX800 Graduate Credit Series](https://pxacademy.com/product/px800-graduate-credit-series/): The PX Graduate Credit Series, covering the 4 areas of Patient Experience, is designed for leaders who will train others in PX. Prepare for professional certification as a Patient Experience Specialist (PXS)™ & earn six graduate-level college credits towards your MHA degree.


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