In this week’s episode of the Healthcare Experience Matters Podcast, we are joined by Barbara Khozam, a Certified Patient Experience Professional (CPXP), and “professional patient.”

Barbara shares insights into her deep involvement in healthcare through mystery shopping the patient experience. As a professional patient, Barbara delves into the world of mystery shopping, helping healthcare organizations view the patient’s perspective to enhance their services.

During today’s interview with Barbara, we hope that listeners will gain practical advice based on her years of ‘shopping the patient’ experience.

In this chat, Barbara talks about discovering the importance of focusing on the patient experience, and how the CPXP designation aids in improving healthcare experiences overall.

In 2021, Barbara earned the coveted Certified Patient Experience Professional (CPXP) designation.

The certification, awarded by Patient Experience Institute (PXI), indicates that recipients have the makings of a leader who impacts the systems, processes, and behaviors that nurture dependably positive experiences with wisdom and applied experience needed to pass a demanding exam.

In addition, to maintain the designation, the recipient must continue investing time in their own professional development.  To re-certify as a CPXP, professionals must complete 30 PXEs, in a three-year period from the most recent date of certification.

• You can learn more about Barbara on her website: https://barbarakhozam.com/
• For more information on the CPXP designation, we encourage you to visit PXI’s website: https://pxinstitute.org/

Barbara discusses the challenges faced during the certification process, and her ongoing efforts to maintain the certification.

She also sheds light on the invaluable skills and knowledge gained through the CPXP program and shares practical advice for healthcare professionals who might be considering pursuing the CPXP designation themselves.

The challenges of earning the CPXP designation are undeniable, especially for those who have been away from a formal educational setting for an extended period. The absence of a traditional textbook and the need for independent research made the process demanding for Barbara. However, it was ultimately rewarding as it expanded her knowledge base.

Maintaining the CPXP certification involves regular renewal, but Barbara’s commitment to patient experience training helps her meet the requirements. She also dedicates time each month to watch relevant webinars, further enhancing her knowledge and skills.

Mystery Shopping in Patient Care

As a mystery patient, Barbara walks us through her process. She thoroughly assesses various aspects of a healthcare facility’s patient experience. This includes online interactions, such as finding a doctor via Google searches and reading reviews, as well as in-person visits, where she evaluates factors like parking convenience and the cleanliness of facilities.

Barbara’s insights from being a mystery patient provide crucial feedback to healthcare organizations. For example, she highlights gaps in the patient journey, such as post-visit summary and follow-up instructions. By examining every touchpoint, she helps organizations improve their patient experience strategies.

Barbara’s dedication to improving patient care, and her role as a mystery patient serve as an inspiration. Her emphasis on kindness, respect, and understanding, combined with her CPXP certification, is a testament to the power of compassion and expertise in enhancing the patient experience un our beloved field of healthcare.

Barbara passionately emphasized the importance of the patient experience in healthcare. A positive patient experience leads to several positive outcomes, including patient adherence to treatment plans, reduced emergency department visits, and improved survey responses, which can result in financial gains for healthcare providers.

Barbara’s philosophy revolves around the idea that improving patient experiences does not necessarily require high-end technology. Simple acts of kindness and effective communication, such as explaining wait times and lab results, can significantly improve long-term patient outcomes.

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