9 Lessons
60 minutes
Barbara Khozam’s live training gives healthcare teams powerful insights and strategies to elevate the patient experience. Now, Protoqual makes it easy to sustain that momentum—without adding extra work.
Facilitated by
Barbara Khozam
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Every patient interaction tells a story—and this course helps you make it a great one. In this short, practical course, you’ll learn the core principles of patient experience: communication, empathy, consistency, and teamwork. Through real-world examples and quick, engaging lessons, you’ll discover how small, intentional actions build trust, ease anxiety, and create care experiences that patients remember for all the right reasons.
Spot weak touchpoints — and close those gaps fast
Make phone calls feel warm, clear, and helpful
Turn surveys into actionable signals (not passive data)
Use daily huddles to spark alignment and fast problem-solving
Manage difficult patient moments with clarity and calm
Craft intentional first and last impressions that stick
Regulate your own emotions under pressure
Apply simple formulas to turn tension into trust
Patient Communication
Trust Building
Emotional Regulation
De-escalation
Empathy in Action
Service Recovery
Touchpoint Awareness
Welcome to The Art of PX
Boost patient loyalty and team performance with expert coaching and smart, seamless training tools
The Art of PX: Touchpoints
Own every patient touchpoint—fix the weak spots and create a seamless, unforgettable experience.
The Art of PX: Surveys Matter
Act on patient feedback to build trust, improve care, and drive loyalty and growth.
The Art of PX: Huddle Up
Kickstart daily huddles to ignite teamwork, fix issues fast, and elevate care and performance.
The Art of PX: How to Deal with Difficult Patients
Acknowledge, empathize, and set clear expectations to defuse difficult patient encounters.
The Art Of PX: Telephone Etiquette
Use every phone call to build trust by listening, explaining clearly, and ending with care.
The Art of PX: Good First and Last Impressions
Start and end every patient visit with warmth and clarity to leave a lasting positive impression.
The Art of PX: Managing Emotions and Thriving Under Pressure
Manage emotional triggers by pausing, resetting, and responding with calm and intention.
The Art of PX: Bonus Video - The L.A.E.S.I. Formula in Action
Turn tough patient moments into trust by listening, empathizing, and offering clear solutions.
Built for real healthcare teams
Courses are created by physicians, nurse practitioners, and healthcare experts who understand daily clinic workflows. Every lesson is practical, relevant, and designed to address real challenges faced by front-line staff, providers, and managers.
Designed to fit your workflow
Modules are short, focused, and flexible, so your team can learn without disrupting patient care. Weekly missions, classroom sessions, and self-paced options allow training to seamlessly integrate into busy schedules.
Easy to implement and scale
Whether you have one office or multiple locations, our content can be quickly deployed across your organization. Track progress, onboard new staff efficiently, and expand training as your team grows — all while maintaining consistency and quality.
Barbara Khozam
Award-winning Patient Experience Expert
Barbara Khozam is an internationally recognized speaker known for her high energy, sharp wit, and practical insight. She has delivered more than 2,100 presentations to over 95,000 people in 12 countries on topics like customer service, leadership, communication, and motivation.
Her book How Organizations Deliver BAD Customer Service (and Strategies to Turn It Around) has become a staple for teams who want to transform customer relationships. She has also co-authored multiple books, spoken to organizations such as Kaiser, Verizon, the FBI, and FEMA, and continues to be trusted for her ability to turn complex interpersonal challenges into simple, repeatable behaviors.
Barbara is one of the few people in the world to hold both the Toastmasters Accredited Speaker designation and the CSP® (Certified Speaking Professional™) distinction. She is also a certified Patient Experience Professional (CPXP), bringing deep expertise in the systems, behaviors, and strategies that drive consistently positive patient care.
9 Lessons
60 minutes
Facilitated by
Barbara Khozam
Built for real healthcare teams
Designed to fit your workflow
Easy to implement and scale
Get Course
She connected at every level across three generations and numerous backgrounds with her extensive knowledge and ability to make learning fun and exciting!
Thomas T. Swann
Branch Head
I would highly recommend having Barbara at your next corporate event and see for yourself the positive results and outcomes. You will NOT be disappointed!
Linda Smith
United Health Centers
Her sense of humor during the presentation captured everyone’s attention. The mood was upbeat and even comical at times – but everyone got the message.
Maria Zlotnick
Otolaryngology Associates, PC
Barb is a master at leading any kind of group at any ago into believing in themselves while also challenging people to reach for higher ground.
Uli Imhoff Heine
PCI Global
Barbara Khozam is a gifted trainer. She is entertaining as well as informative. She does in-depth preparation for her presentations and knows her audience well.
Cheryl Wolfe
Buffini & Company
After attending Barbara’s presentation, I was very impressed with her delivery and content, in addition to her impeccable sense of humor.
Helna Correll
NAWBO San Diego President, Certified Meeting & Event Consultant
