What Matters Most: Improving the Patient Experience training (CME)

Are you looking for innovative ways to improve your patients’ experiences?

Numerous studies have shown that a patient’s primary healthcare experience and, to some extent, their healthcare outcomes, are largely dependent upon healthcare provider and patient interactions. That’s why Wellpoint has an online learning site called My Diverse Patients that offers insights on how to communicate with your diverse patient population.

Through the use of compelling real-life stories that convey practical strategies for implementing patient care, providers learn how to apply best practices.

Did you know?

  • Substantial evidence points to a positive association between the patient experience and health outcomes
  • Patients with chronic conditions, such as diabetes, demonstrate greater self-management skills and quality of life when they report positive interactions with their healthcare providers
  • Patients reporting the poorest-quality relationships with their physicians were three times more likely to voluntarily leave the physician's practice than patients with the highest-quality relationships

How will this benefit you and your office staff? You’ll learn tips and techniques to:

  • Improve communication skills
  • Build patient trust and commitment
  • Expand your knowledge of the Consumer Assessment of Healthcare Providers and Systems (CAHPS®) survey

CAHPS® is a registered trademark of the Agency for Healthcare Research and Quality (AHRQ).

Like you, Wellpoint is committed to improving the patient experience in all interactions, and we are proud to work collaboratively with our provider network to provide support and tools to reach our goal.

Take the course!

What Matters Most: Improving the Patient Experience can be accessed using your smartphone, tablet or computer.

Launch patient training

Get continuing medical education (CME) credits!

Providers may apply their completion of the course toward CME credit certification. The training has been reviewed and is acceptable for up to one prescribed credit by the American Academy of Family Physicians. This curriculum is available at no cost to providers and their clinical staff nationwide.


This Enduring Material activity, What Matters Most: Improving the Patient Experience, has been reviewed and is acceptable for up to one elective credit(s) by the American Academy of Family Physicians (AAFP). AAFP certification begins May 1, 2020. Term of approval is for one year from this date. Physicians should claim only the credit commensurate with the extent of their participation in the activity.

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