Quality & Safety

Patient-Centred Experience & Design Program

Lead the Design and Improvement of Patient and Family-Centred Healthcare

If you are interested in this program please contact us directly by email at: chalearning@healthcarecan.ca or by telephone: 1-855-236-0213, Option 1.



The Patient-Centred Experience and Design program trains learners to become leaders throughout and across the health system, by helping them collaboratively improve the care experience with patients, caregivers and loved ones. This comprehensive program combines leading research with knowledge about patient and family-centred care, engagement and experience in Canada and worldwide—with concrete, evidence-based and practical tools that learners can apply locally.

Participants will learn how to engage, partner and build relationships that support patient-centred care and culture change, and acquire knowledge and skills to effectively lead engagement and healthcare design initiatives. Learners will also acquire practical tools and techniques to map and design care processes that ensure maximum engagement and the transformation of healthcare experiences in a sustainable way.

Program at-a-glance

  • Hands-on applied learning with support from experts
  • Delivered entirely online
  • Register anytime
  • Aligned with Accreditation Canada Standards and the LEADS in a Caring Environment Leadership Framework
  • Developed with support from Patients for Patient Safety Canada, a program led by the Canadian Patient Safety Institute
  • Includes evidence-based tools, techniques and examples from internationally acclaimed Experience Innovation Network
  • 120 hours of learning in 4 courses, to be completed in up to 12 months

Who should take the Patient-Centred Experience and Design program?

This program is designed for participants from any level across the continuum of care, including:

  • Healthcare providers (nursing, allied health, physicians)
  • Clinical leaders & educators
  • Quality improvement and patient safety specialists
  • Healthcare program or service managers
  • Anyone else interested in leading engagement and experience initiatives, or the improvement of quality and safety of care

This program is also ideal for teams wanting to learn together, and a great fit for organizations wanting to train staff to bring Patient and Family-Centred Care and Patient and Family Engagement programs to life in their communities.

Learning outcomes

At the completion of this program, you will be able to:

  • Describe key concepts of Patient and Family Centred Care
  • Use concrete strategies and tools to engage patients and families in care and service planning
  • Understand the current healthcare context that impacts patient and family engagement and overcome barriers to change
  • Understand the engagement continuum and choosing appropriate engagement strategies
  • Champion PFCC and support strategy and policy change
  • Embed patient perspectives into care and service planning
  • Model patient centred leadership
  • Use tools to map and design patient-centred healthcare experiences
  • Measure and monitor patient experience and improvement
  • Support sustained implementation of changes


There are no awards available for this course or program at this time. Click here to learn more about student awards.



 Christopher Condin, PhDAbout
 Nancy LawrenceAbout
 Eleanor RivioireAbout


To be successful in the Patient-Centred Experience and Design program, students must meet the following requirements.

  • Provide a current resume showing that you are currently working in a healthcare setting
  • Voluntary confirmation of workplace support for your learning, to facilitate the completion of hands-on assignments throughout the program


English is the language of instruction for all CHA Learning courses. It is therefore recommended that students be competent in reading, writing and speaking English.


Students must have basic computer knowledge and internet navigation skills; and access to a computer with Window 7 or higher.

Please note:

  • Students choosing to use Mac or Linux operating system must have experience using alternate remote access software.
  • CHA Learning staff can only assist Windows operating system users and provide technical support in relation to our website; we do not provide technical support for internet and/or basic computer use.

Other technical requirements:

CHA Learning Technical Requirements
Screen Resolution800×600 (minimum); 1024×768 (recommended)
Internet BrowsersFirefox 4, Internet Explorer 9, Safari 5, Google Chrome 11, Opera 9
Plug-insPop-up blocker: disabled
Java Script: Enabled
Cookies: Enabled
Internet Connection Broadband (cable or DSL) connection required
SoftwareWord processing software, Adobe Reader
Recommend knowledge and comfort using Microsoft Excel

Enrolment Process

There are no application prerequisites for this course. To enrol:

  1. Click on the enrol/apply button
  2. Add the product to your cart
  3. Create an account if you are new to CHA Learning or sign in to your existing account
  4. Complete the Billing Information page
  5. Enter your payment information, accept the terms and conditions and make your payment
  6. Within seven business days you will receive an email with instructions to access the course/program materials and submit your resume and confirmation workplace support


Each course will have assessed components, which may include graded assignments, case studies, applied activities, and participation in webinars delivered by national and international experts.

To pass this course, students must earn an overall course grade of 60% or greater.

Program Certificate

CHA Learning will award students a certificate for successful completion of the course.


  • $1,995 for Canadians
  • $2,295 for International Students

Please note: Bulk registration discounts are available for groups. Please review the Group Enrolment information here.

All prices listed above are in CAD.


The Patient-Centred Experience and Design program is divided into four courses:

Course 1: Patient & Family-Centred Care and Engagement

  • Explaining patient and family-centred care (PFCC), and the growing movement towards People Centred Care (PCC)
  • Explaining engagement as a critical process in enabling PFCC /PCC and articulating the different levels of engagement and when to utilize them
  • Describing the core principles and different levels of engagement of PFCC
  • Articulating the value proposition for PFCC at the individual, organizational, and system levels with respect to safety, quality, satisfaction and efficiency for patients, providers, and the health system as a whole
  • Understanding emerging issues in health care that impact PFCC and engagement
  • Being familiar with key organizations that are advancing PFCC and engagement and how to access related resources and evidence
  • Assessing the culture of your organization as it pertains to patient and family-centred care and engagement
  • Understanding Accreditation Canada’s standards with respect to client and family centred care and engagement and be able to assess gaps in your current organization’s performance

Course 2: Patient-Centred Leadership

  • Describing the LEADS in a Caring Environment capabilities framework and the characteristics necessary to be an effective healthcare leader at any level, as well as how they relate to PFCC
  • Discussing individual and organizational leadership capabilities and characteristics that foster PFCC and engagement
  • Self-assessing leadership capabilities
  • Knowing where to access leading best practices and resources in PFCC and engagement
  • Using effective communication strategies
  • Discussing the key enablers of PFCC and key barriers to PFCC and any organizational change
  • Identifying success factors in current programs or initiatives and making recommendations for improvement

Course 3: Implementation and Sustainability

  • Discussing the importance of setting and communicating a vision for PFCC
  • Understanding the role of change leadership in implementing PFCC or any quality improvement
  • Knowing about some key change leadership frameworks
  • Communicating the value of strategy-setting and planning in the implementation of PFCC and cite relevant examples
  • Understanding and communicating concrete mechanisms for partnering with patients and families and translating examples to their organization
  • Communicating the critical nature of staff and physician engagement as an enabler of PFCC
  • Discussing the need for, and methods of developing structures and processes that support PFCC and engagement in all aspects of care and service
  • Implementing communication and education strategies to advance relationship building and effective patient and family centred environments
  • Implementing measurement and monitoring strategies to enable the collection, use and sharing of information about patient experience and satisfaction, suggestions for improvement, and other indicators of progress and success
  • Understanding and implementing strategies that support sustainable change

Course 4: Experience-Based Mapping and Design

  • Communicate concepts related to experience-based design
  • Use value stream mapping tools and techniques as part of collaborative co-design processes
  • Implement experience-based co-design processes  and tools

If you are interested in this program please contact us directly by email at: chalearning@healthcarecan.ca or by telephone: 1-855-236-0213, Option 1.