Patient Safety & Healthcare CX

How customer experience principles apply to patient safety and healthcare service delivery.

Patients are, among other things, customers of a health system, and the principles of customer experience, clear communication, respect for time, and consistent service, apply directly to patient safety and satisfaction.

This research theme looks at how healthcare providers apply service excellence principles without compromising clinical priorities, and how patient feedback can be used systematically to improve both safety and experience.

It underpins CICRM's Post Graduate Diploma in Health Service Leadership and Quality Management and our Post Graduate Diploma in Patient Safety and Infection Prevention and Control.