Postgraduate Diploma in Service KPIs and Patient Experience
Online 800-hour Postgraduate Diploma in Service KPIs and Patient Experience. 8 modules with ISO 7101 (quality management in healthcare organisations), ISO 10004 (monitoring and measurement of customer satisfaction) and Qualtrics. Assigned tutor and open enrolment.
Postgraduate Diploma in Service KPIs and Patient Experience — studying from Canada
Canada has a well-developed health technology and medical device sector, with concentrations in Ontario, Québec, Alberta and British Columbia. Research institutions and hospitals collaborate with companies on biomechanics, rehabilitation engineering and wearable sensing. Medical devices are regulated by Health Canada under the Medical Devices Regulations, and workplace safety is overseen by provincial occupational health and safety bodies. Engineers in this field contribute to device development, ergonomics and operational safety assessment.
Fees for Canada: 2,780 CA$ (Canadian dollar), with instalments and employer sponsorship available.
Relevant bodies in Canada
Typical roles
Questions from Canada
How are fees shown for Canadian learners?
All fees on this site are displayed in Canadian dollars (CAD). Instalment plans are available, and employer sponsorship can be discussed.
Are SEIUM programmes official Canadian degrees?
No. SEIUM qualifications are private awards issued by SEIUM Institute and are not official degrees recognised by Canadian federal or provincial authorities.
Take the controls.
Run a real engineering trade-off from this field. Move the sliders, watch the model react in real time and beat the challenge.
What you will be able to do
Define the components of the patient experience.
Measure the experience using validated instruments such as PREMs and PROMs.
Select service KPIs aligned with clinical objectives.
Analyse experience and service data to draw actionable conclusions.
Redesign clinical processes using service design techniques.
Manage team performance through indicators and objectives.
Develop a continuous improvement programme for the patient experience.
Who it's for
- Patient experience lead who wants to specialise in Service KPIs and Patient Experience.
- Clinical quality analyst who wants to specialise in Service KPIs and Patient Experience.
- Patient care manager who wants to specialise in Service KPIs and Patient Experience.
- Healthcare service designer who wants to specialise in Service KPIs and Patient Experience.
- Continuous improvement consultant in healthcare who wants to specialise in Service KPIs and Patient Experience.
- Service data analyst who wants to specialise in Service KPIs and Patient Experience.
- Engineering or science graduates seeking to enter public and private hospitals.
What you'll work with
- ISO 7101 (quality management in healthcare organisations)
- ISO 10004 (monitoring and measurement of customer satisfaction)
- ISO 23592 (service excellence)
- ISO 10002 (complaints handling)
- EN 15224 (quality in healthcare services)
- ISO 9001
- UNE 179003 (risk management for patient safety)
8 modules · 800 h
1.1Difference between satisfaction and experience1.2Patient pathway and moments of truth1.3Picker model of person-centred care1.4Perceived quality dimensions: SERVQUAL1.5Expectations, perception and service gaps1.6Humanisation of healthcare1.7Staff experience and its relationship with the patient1.8Equity and vulnerable groups1.9IHI Triple and Quadruple Aim framework1.10Case study: mapping the journey of an oncology patient
2.1PREMs surveys: design and validation2.2HCAHPS and Picker Patient Experience instruments2.3Net Promoter Score and its limitations2.4Customer Effort Score in healthcare services2.5Interviews, focus groups and observation2.6Mystery patient technique2.7Sampling, response rate and bias2.8Likert scales and reliability analysis2.9Free-text analysis and complaints2.10Workshop: designing an emergency department experience survey
3.1Waiting times: waiting list, consultation and emergency departments3.2Door-to-doctor and triage times3.3Rate of patients leaving without being seen3.4Appointment compliance and no-shows3.5Telephone and digital accessibility3.6Readmissions and continuity of care3.7First-contact resolution3.8Communication and courtesy indicators3.9KPI hierarchy and metrics tree3.10Practice: defining a KPI tree for outpatient clinics
4.1Data sources: scheduling, HIS and surveys4.2Data integration and quality4.3Patient segmentation and cohort analysis4.4Analysis of satisfaction drivers4.5Sentiment analysis of comments4.6Queueing theory applied to waiting times4.7Flow simulation with discrete events4.8KPI dashboard visualisation4.9Alerts and real-time monitoring4.10Laboratory: driver analysis using regression on surveys
5.1Service design and service blueprint5.2Co-design with patients and families5.3Prototyping service improvements5.4Clinical communication and health literacy5.5Signage, spaces and comfort5.6Digital channels: patient portal and telemedicine5.7Expectation management and consent5.8Service recovery after a poor experience5.9Handling complaints and suggestions5.10Workshop: blueprint of a day hospital
6.1Service level agreements in healthcare6.2Objectives and targets by unit6.3External experience benchmarking6.4Recognition and incentives linked to KPIs6.5Staff feedback and coaching6.6Leadership rounds and active listening6.7Complaints management as a source of improvement6.8ISO 9001 and UNE 179003 standards in service6.9Experience governance: committees and roles6.10Case study: improvement plan after an NPS decline
7.1PDSA cycles for rapid improvement7.2Lean in patient flows7.3A/B testing in digital services7.4Impact evaluation of interventions7.5Economic return on experience7.6Scaling good practice across centres7.7Service culture and staff training7.8Health and experience outcomes: the relationship7.9Trends: omnichannel experience and personalisation7.10Practice: PDSA cycle to reduce waiting times for blood draws
8.1Selecting the service and its context8.2Journey map and critical points8.3Designing the measurement system8.4Defining KPIs and targets8.5Building the monitoring dashboard8.6Service redesign proposals8.7Implementation and governance plan8.8Expected impact assessment8.9Report and presentation8.10Final review with the tutor
How you'll learn
100% online training on the SEIUM campus, with downloadable material, recorded classes and an assigned technical tutor. No fixed timetables: students progress at their own pace within the enrolment period, which makes it possible to combine the programme with work.
Each module combines theory, guided reading of the original standard and applied exercises. The working software is Qualtrics, Power BI, Tableau, Python (pandas), in free, academic or evaluation versions. Case studies are based on real PREMs and PROMs survey procedures, patient journey maps and service dashboards. Assessment is continuous, module by module, plus the final integrating project.
Build it end to end
Your final project follows the real engineering workflow, step by step, reviewed by your tutor.
Define the components of the patient experience.
Measure the experience using validated instruments such as PREMs and PROMs.
Select service KPIs aligned with clinical objectives.
Analyse experience and service data to draw actionable conclusions.
Redesign clinical processes using service design techniques.
Where this takes you
Requirements
- Prior technical training or professional experience in the sector. A university degree is not required.
- Internet connection and a computer capable of running the programme's software.
- Sufficient Spanish to follow technical regulatory texts.
Ready to start?
Send your application today. Our admissions team replies within 72 hours with your study plan and funding options.
Frequently asked questions
The programme comprises 800 hours in total, spread over 6 to 8 months. That is between 10 and 15 hours per week on average, compatible with a full-time job.
You will work with Qualtrics, Power BI, Tableau, Python (pandas). Free, academic or evaluation versions are used, and the tutor indicates the open-source alternative where one exists.
A SEIUM own diploma upon passing the continuous assessment and the integrating project. It is in-house training, not an official qualification from the Ministry.
Yes. Modules passed in a course or postgraduate diploma in the same area can be credited towards the advanced programme. Check the recognition policy when you enrol.
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