Smile from Behind the Mask
Published October 9, 2020
Mendy Goonan, MBA, CPXP, Director, Patient Experience, Norton Healthcare, shares a few tips on how to express both kindness and empathy from behind the mask.
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Staff & Provider Engagement
Assessing the Need for a Digital Pre-Visit Tool to Enhance Prenatal Care Preparedness and Satisfaction
Published November 30, 2025
A new mixed-methods study shows that preparedness—not parity or other factors—is the strongest predictor of a positive prenatal care experience. Patients already turn to digital resources to prepare, suggesting a promising path for clinics to offer targeted pre-visit tools, especially for first-time moms.
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Staff & Provider Engagement
HOPE Experience Essentials: The Next Generation of Service Standards at Mayo Clinic
Published April 30, 2025
Engaging employees in providing exemplary patient experience has been challenging for healthcare leaders in recent years given the pressures of the regulatory environment, increases in staff burnout and rising patient expectations. Amid these challenges, addressing patient experience remains a top priority for healthcare organizations. A novel intervention has been applied at Mayo Clinic with the
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Culture & Leadership | Staff & Provider Engagement
Rising Strong: Team Resilience Strategies
Published May 6, 2025
Join us for an insightful webinar where we’ll share practical resilience tools and strategies that greatly enhanced the well-being of a 50-member caregiver team. This team, which manages complaints and grievances for 33 hospitals and 385 clinics across four states, saw their Patient Engagement Scores climb from 63% to 83%, outperforming Intermountain Health’s overall employee
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Become a member for access to this resource and more:
- Live and On-demand Webinars and Connection Calls
- PX Papers, Case Studies and Research Reports
- PX Connect Online Community
- Discounts on Learning Programs and Events