Fostering Patients’ Confidence to Manage Their Care at Home
Published March 18, 2024
In this case study, Banner Health shares the process changes it made to help patients feel more confident in managing their healthcare after discharge. Learn how establishing partnerships, enhancing communication between teams, and embracing a back-to-basics approach drove positive outcomes in patient experience and improved HCAHPS scores.
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Quality & Clinical Excellence
Connecting Volunteers to Hospital Goals: An Inpatient Fall Prevention Program
Published November 5, 2024
Traditionally, volunteer programs focus on hours and the total number of volunteers, which misses the opportunity to show impact and a connection to hospital goals. In 2023, Mount Sinai Morningside’s goals focused on our values of flow, people, financial stewardship, and safety and quality. For safety and quality, the key performance indicator for 2023 was
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Environment & Hospitality | Quality & Clinical Excellence
The Essential Role of Front Desk Staff in Shaping Patient Experience
Published May 21, 2025
By Margo Schlewitz, MS, Manager, Multispecialty Practice Academic Ambulatory Care at the University of Michigan Health-West Community Health Center The patient experience begins the moment an individual walks into a healthcare facility, and often, the front desk team sets the tone for the entire visit. These team members are crucial in building trust, creating a
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Quality & Clinical Excellence
The Impact of Community Characteristics on Patient Experience
Published March 10, 2026
By: Richard Goo and Dr. Nicole Kirchhoffer, RN Maimonides Medical Center When individuals visit a hospital, either for their own or their loved one’s care, their expectations are based on the composite experience of their lifestyles, cultures, and background. Whether their goal is for their health to be fully restored or to maintain their quality
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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