Culture and Leadership Resources

ED Processes & Improvements: Implementation Best Practices & Outcomes

2pm ET / 1pm CT / 12pm MT / 11am PT – In this webinar, an Associate Chief Experience Officer, a Program Director, an Analyst, and a consultant will present what they did to improve patient experience outcomes across seven hospitals’ emergency departments which resulted in improved HCAHPS scores in all seven hospitals. The strategic,

Human-Centered Leader Rounding: Using Generational Insights and Personalization

PX Marketplace – 2pm ET / 1pm CT / 12pm MT / 11am PT – Explore how healthcare leaders can design and adapt their rounding processes to cater to different patient and employee generations, combining generational data with a personalized approach that is specific to the individual. The discussion will focus on personalized care, communication

Remediation Strategies to Reduce Shame and Stratify Support for Providers in Patient Experience

This webinar will review evidence regarding remediation of communication skills in healthcare providers, shame in healthcare, and how the two intersect. The experience at our institution includes two pilot programs designed for providers and entire clinics with suboptimal patient experience scores. We will present stepwise strategies, lessons learned, and qualitative and quantitative data that are

Shaping a Human-Centered Patient Experience Across Interdisciplinary Teams

Patient experience directly impacts patient wellbeing and care outcomes, as well as the reputation of the hospital. But is the patient experience defined by the medical care alone? A recent deep-dive study on Voice of the Patient Data highlights the fact that 53% of patients’ feedback focuses on the medical care and teams. The study

A Role Discovered: Exploring Northwell Health’s Patient Experience Structure and Leadership Characteristics

Examining the evolution of healthcare, leaders in patient experience (PX) have played a pivotal role in shaping a more compassionate and human-centered landscape. This three-part multi-modal descriptive study aimed to investigate shared traits, skills, and characteristics among PX leaders in hospital settings. Employing a transformational leadership self-assessment tool and a guided interview process, recurring themes

Why Human Experience Matters

As we close the 11th volume of Patient Experience Journal and a pivotal year for experience efforts globally, it provides a moment of pause, of reflection, and an opportunity to return to purpose. As a publication accessed in over 220 countries and territories around the world, I am heartened by the fact that what is shared on these

Moving from “Good to Great”: Enhancing the Human Experience in Outpatient Care

Join us for an insightful webinar on Hartford HealthCare’s “Good to Great” (G2G) initiative, a transformative approach designed to improve patient experience across the organization. Launched in 2023, G2G uses a data-driven methodology to analyze patient experience and colleague engagement, identifying units as low-, middle-, or high-performing. Focusing on middle-performing teams, this initiative leverages strong

Leading through Listening: A Conversation with Garrett South

Join us as Garrett South, Director of Patient Experience at California Hospital Medical Center, shares his inspiring journey from fifth-grade class representative to healthcare executive. In this episode, Garrett discusses the power of connection and belonging in a world reshaped by post-pandemic social isolation.

Enhancing Patient Experience: A Night Shift ER Doctor’s Passion Project

Dr. Donald Wickline of Cone Health, drawing from his experience as a night shift emergency room physician, explores the art and science of communication from a staff/provider engagement perspective. He highlights Cone Health’s C.U.R.O. communication model as a crucial framework for navigating sensitive and critical conversations with patients. This model provides physicians, including Dr. Wickline,

Ownership at the Frontline: Innovating an Experience Champions Program

Many patient experience teams are small, and it’s hard to do it all. Having an “Experience Champs” program allows us to have multiple hands with one voice influencing all locations. Experience Champs are made up of frontline staff members who are chosen by their leaders as passionate role models. During the last five years, the

Applying Equity, Diversity, and Inclusion in Co-design with Patient Experience Partners

Watch this webinar to learn about the Patient Experience Partner (PXP) Program at North York General Hospital (NYGH), a 480-acute care bed community academic hospital in Toronto, Ontario, Canada. The presenters will provide an overview of a specialized volunteer program for the purpose of informing hospital service design through the patient and caregiver lens. PXPs

New Ways to Care

This webinar explores innovative models for best technical care, co-produced with patients and families, and also look at the impact that compassion and kindness can have on clinical outcomes, cost and patient experience. Maureen Bisognano, President Emerita and Senior Fellow, Institute for Healthcare Improvement Presentation slides *Headliner webinars are complimentary.  Brought to you by:

Using Gratitude to Elevate the Human Experience

In this webinar, the presenters will share how they developed a Gratitude Report as a part of Southcoast Health’s grateful patient program using positive patient feedback, comments, and stories to recognize caregivers that embody the values and service behaviors. The Gratitude Report is a list of employees’ names that have been mentioned by patients and

Leading Patient Experience through Monthly Plans: Connecting Engagement to Outcomes

Leadership in healthcare is challenging, particularly when it comes to seamlessly integrating patient experience into daily operations. To address this, OSF developed a step-by-step approach that enabled leaders to naturally incorporate patient experience best practices into their work. Monthly plans spelled out everything leaders needed to know to be successful, from purpose and role definitions

Empowering Healthcare: Understanding and Supporting Trans and Non-Binary Patients

Join Lou Weaver for a webinar on understanding trans and non-binary individuals and their healthcare needs. The session will cover specialized healthcare considerations, Standards of Care, and the impact of Social Determinants of Health on this population. Participants will explore the differences between sexual orientation (SO) and gender identity (GI), the importance of related data,

Broaden the Scope of What You Consider Experience

Stacy Palmer, Senior Vice President & COO of The Beryl Institute, sits down with Pattie Cuen, Senior Vice President of Jarrard Inc., to discuss a recent consumer survey about public values in healthcare experience. Listen in as Cuen shares key insights and emphasizes the importance of seeing the bigger picture of experience by focusing on

A Commitment to Experience Must Reach Across the Continuum of Care

A conversation on patient experience is not restricted to one care setting, nor should it be. People’s healthcare journeys are not singular instances, but most often a series of encounters that while perhaps separate operationally from the delivery side of care, all weave together to frame one experience for a patient, their family members and

Unleashing Collective Potential: The Power of Team-Based Leader Rounding in Elevating Patient Care

During this webinar, attendees will gain insights into strengthening their current leader rounding program by adopting a collaborative team-based approach, employing targeted and purposeful questioning and implementing a structured escalation and resolution framework. Participants interested in establishing a new leader rounding initiative will find this program equally valuable in providing essential guidance and best practices

A Human Experience Pioneer in Brazil

Marcelo Alvarenga, CEO of ConectaEXP Brazil, joins Jason Wolf, CEO & President of The Beryl Institute to discuss his passion for education in the healthcare experience space in Brazil. Listen in as Alvarenga describes the innovative efforts he has helped lead that have inspired Brazilian healthcare institutions to commit to a focus on human-centered care.

A Commitment to Human Experience in Essential Hospitals

A Commitment to Human Experience in Essential Hospitals highlights the innovative practices of essential hospitals in enhancing the human experience in healthcare. These safety-net hospitals are crucial for providing care to underserved and marginalized communities, addressing complex medical needs and significant socio-economic challenges. Despite facing financial constraints and staff shortages, essential hospitals excel in creating

Phoneside Manners: Strategies for Effective Communication

As the first point of contact that a patient has with your office, what transpires after the phone’s first ring can set the tone for the entire patient experience and impact patient satisfaction. Phoneside manners occur before a patient even walks through your front doors and can determine the outcome, mindset, and overall satisfaction of

A Toolbox for Work-Life Balance

Do you ever feel like you live at work? Do you have a difficult time getting in enough “ME Time” to balance work and life? In this webinar, we will consider some of our roadblocks that get in our way and identify techniques to support living a more balanced, fulfilled life. Utilizing the Fish! Philosophy

A Human-Centered Approach to Engaging Diverse Families in Pediatric Advisory Groups

By Nikki Montgomery, M.A., M.Ed.,  GPAC The pediatric world gets it right in many ways when it comes to engaging families. Families have to be involved in care when the patients are children. Families participate in developing care plans, and their expertise about their child is part of developing those plans. Families are welcomed, and

The Value Case for Improving Human Experience in Healthcare: A Conversation with Brian Carlson and Jennifer Carron

On the heels of the tenth anniversary release of PX Journal, Jason Wolf sits down with Brian Carlson, Vice President of Patient Experience at Vanderbilt University Medical Center and Jennifer Carron, Patient Experience Officer at BJC Healthcare to discuss their new co-authored article, “Investing in the Bottom Line: The Value Case for Improving Human Experience

Developing an Interactive Behavioral Based Training Program

This webinar, How to Develop an Interactive Behavioral Based Training Program that Aligns with Employee and Patient Feedback around Improvement Opportunities, will provide step by step guidance to develop a training program with a focus on behavioral based learning. The program uses storytelling and staff and patient feedback to “connect the dots” in the human

Global Perspectives on Human Experience: Where we stand and new frontiers

Listen as Jason A. Wolf, PhD, CPXP, President & CEO, The Beryl Institute discusses the perspectives of human experience globally and how we can and must elevate and transform what matters to both those served by healthcare and those who show up to serve each day. Get an early peek at the latest global consumer

Looking Back to Move Forward: The Next Decade and Beyond for Human Experience

This issue comes out at an important moment for the experience conversation. It was ten years ago from the publication date of this issue on April 30, 2014, that the first issue of Patient Experience Journal (PXJ) was released. PXJ was intended to be a gathering place. A virtual town square for the experience movement where

The Evolution of Patient Experience: From Holistic Care to Human Experience

Patient experience has evolved as a critical concept and outcome in health systems internationally. Evolving from consumer-led movements, coupled with shifts in the positioning of patients among clinical professions, the global focus on patient experience is now evident in nationally mandated measurement tools, the creation of dedicated institutional leadership roles, and outlets such as the

Investing in the Bottom Line: The Value Case for Improving Human Experience in Healthcare

Investment in human experience is imperative for healthcare organizations. It is a strategic focus that can lead to great benefits. Those that overlook experience, seeing it as “simply” about satisfaction or survey data, do so at great cost to their organization, team members, and most importantly those we serve – patients. A commitment to human

Volunteers: The Key to Patient and Employee Satisfaction

In the turmoil created by the pandemic, volunteer services in healthcare was turned upside down, but this chaos also provided us the opportunity to recreate how volunteers are viewed throughout healthcare. Lehigh Valley Health Network has coordinated the efforts of volunteer services, patient experience and colleague engagement, resulting in an elevated perception of volunteers and

To Care is Human LIVE! At ELEVATE PX 2024

Listen to The Beryl Institute’s inaugural live podcast recorded at ELEVATE PX. Sven Gierlinger, Chief Experience Officer at Northwell Health and the 2024 recipient of the Wendy Leebov Championing Experience Award, sat down with Jason Wolf to reflect on his experience journey from hospitality to healthcare. Gierlinger shares how his health system is navigating the

Harnessing Technology for Patient-Centered Rounding: Trends and Best Practices

Watch an illuminating journey into the world of rounding technology within healthcare organizations, spotlighting its role in capturing in-the-moment feedback as part of a comprehensive XM (Experience Management) listening strategy. Delve into the latest tech trends, implementation strategies, and patient engagement tips through practical insights and real-world case studies. Don’t miss this opportunity to gain

Words Matter: The Transformative Power of Language for Empowering Care

The words you use with colleagues and clients/patients from initial engagement through every level of patient-centered care can have a profound impact on the patient experience and impact understanding, adherence to treatment regimens, and recovery. Which part of a person are you addressing, which aspect of the human brain are you seeking to engage, and

It’s More Than Just a Mattress: Multidisciplinary Process Improvement for the Disabled Patient Population

This case study sheds light on how small process changes can make a big difference in creating a positive patient experience without the need for added resources. Tampa General Hospital shares improvement techniques and the investigation methodology used by its multidisciplinary teams to influence an important process change impacting disabled patients.

Survivor Support Programs Strengthen Patient Experience

In this webinar, participants will gain in-depth knowledge of how providing survivor support programs can enhance the human experience of health care. Survivor support programs are the ideal mechanism to facilitate compassionate connected care between patients, families, and members of the care team. Learning Objectives – Recognize the role survivor support programs have on patient

Leading Healthcare & PX Teams with Clarity, Confidence and Courage

A healthy, empowering, and inclusive work culture inspires trust and engagement, making it easier to recruit and retain top talent. Yet, it’s harder than ever in this constantly changing world of burnout and overwhelm. In this webinar, healthcare leaders will learn to maximize human potential with a focus on well-being, leveraging the Culture CARES® model

Promoting Anti-Racism and Supporting Staff through Policy

Mount Sinai deepened its commitment to equity and began a journey towards anti-racism in 2020. As part of this effort a diverse group of colleagues responded to a call for action from the staff to create a policy that clearly defines how to manage patients acting in a racist/ discriminatory way while supporting staff as

Escalation Management: The Journey to Support a Culture of Mutual Respect

Addressing incivility and workplace violence is often challenging for healthcare organizations. Increasing concerns about a rise in incivility has the potential to diminish organizational trust and threaten safety and quality of care. This webinar will describe the development of escalation management training that supports colleagues in maintaining a culture of safety that preserves the caring

Volunteer Services + Patient Experience = A Winning Team

Volunteers do a lot to improve services for our patients but in the past patient experience and volunteer teams have worked independently. This webinar will discuss the importance of building stronger relationships between these two teams and showcase how Sharp Grossmont Hospital documents and quantifies volunteer activities.  Learning Objectives – Identify how volunteer programs can

How Daily Huddles Launch Conversation to Drive Metric Improvement

Since 2015 Cone Health Medical Group has been intentional about creating a culture of service excellence. Watch this webinar to discover how we partnered with Ritz Carlton Leadership Center to implement some of their key components ensure we have communication traveling from our sites up to our leaders and from our leaders down to our

From Words to Wellness: Promoting Health Equity through Translation

This webinar will explore the critical intersection of language access and health equity. This engaging event will cover a range of topics, including: Language Barriers: Address the challenges posed by language barriers and their impact on healthcare access and outcomes. Translation Technology: Discover advancements in translation technology and how they are revolutionizing communication in healthcare.

The Role of Servant Leadership in Employee Engagement & Job Satisfaction

By Priscilla DeLeon Background  Dr. Priscilla DeLeon completed a successful dissertation entitled “A Case Study of Global Leadership in Allied Health: Supporting the Enhancement of Employees’ Engagement and Job Satisfaction.” The report was very overwhelming and dear to the author as an allied health professional herself for over ten years in various roles. Her research

Aligning Volunteer Programs with the Changing Landscape of Healthcare

Volunteerism in healthcare is an ever-changing landscape that requires assessment and realignment to ensure programs and needs within the health system remain relevant. In this session, participants will learn how to proactively participate in health system goals, the process for assessing and tracking their program efficacy, and how to align volunteer impact directly to the

Breaking the transactional mindset: A new path for healthcare leadership built on a commitment to human experience

The purpose of this paper is to review the dominance of transactional business mindsets and practices today that may foster those challenging environments and assert that the use of Service-Dominant Logic (SDL) demonstrates the importance of human relations in developing effective and sustainable organizational performance. Ultimately it can help us lead differently at all levels

Unexpected Healers Create Moments that Matter for Patients and Families

As healthcare healers, we touch many lives. Many of our patients and their families are thankful for this and reach out to share gratitude in many ways. They send notes, fill out focused recognition cards, respond to mailed surveys or utilize our Sutter Health new online feedback form. Often in healthcare we think of our

Patient Advocacy Community Connection Call: Leader Rounding

This Patient Advocacy Community Connection Call focused on leader rounding as a follow-up to the webinar, Leader Rounding: A Proactive Approach to Improve Experience, held on October 10, 2023.   *Please note: Calls do not provide patient experience education credit (PXE).

The Treatment Impact: Cultural Inclusivity in a Modern World

Caring for patients and their families during tumultuous times can be daunting. Many times, we rely on our past experiences, good or bad, to help us through difficult or ambiguous situations. While empathy is a key component of good service, how do we show cultural inclusivity? How can we make a big impact and improve

Virtual Care: How to Turn a Short-term Fix into a Long-term Strategy

A team that took on virtual care as crisis management in 2020 has evolved it into a long-term strategy for better clinical workflows, patient experiences, and operational benchmarks. Join team members of the virtual care initiative from Lehigh Valley Health Network to hear their journey with virtual care, including what technologies and use cases they’ve

Leader Rounding: A Proactive Approach to Improve Experience

The goal of leader rounding with patients is to understand their health care experience from their perspective by having personal conversations with them. Rounding with patients is an intentional and systematic process where leaders regularly check in with patients to build relationships, decrease anxiety, increase trust, verify consistency of care, and gain real time feedback.

Culture & Leadership: The Impact of Patients and Families on Decision-Making

By Kelly Foran This is the fourth blog in a series of eight by The Beryl Institute’s Global Patient & Family Advisory Board (GPFAB). The intent of this series is to present our perspective on patients’ and families’ lived experience through each of the strategic lenses of The Beryl Institute’s Experience Framework. The Experience Framework

We’re All Emotional Beings: That’s What It Is to Be Human

Ben Larsen, Experience Advisor at Baylor Scott & White Health, discusses the significance of human connection and the relationships we build with patients. Listen as he talks about communicating in service of a relationship, origin stories and the importance of practicing compassion and empathy.

Falling on Deaf Ears: Special Considerations for Deaf Patients in Healthcare

Often clinicians view Deaf patients as the same as other Limited English Proficiency (LEP) patients. Not knowing that the Deaf community has its own culture and linguistic needs often leads to poorer health outcomes and compliance for the Deaf community. It also leads to lack of equity and access in their own healthcare or worse,

Adapting Rounding Programs Over Time: How Leading Organizations Evolve to Excel

One commonality among organizations excelling at rounding is their proactive approach towards the process. They avoid letting it become stagnant and, instead, show genuine commitment to utilizing rounding to improve outcomes. These organizations understand the importance of evolution and adaptation, continually shaping their rounding practices over time to curate processes that work best for their

Crushing Complexity: The Evolving Business of Healthcare

No one can deny the fact that healthcare in the U.S. is complex. But how did we get here? How do patients and caregivers experience that complexity? And are we, in fact, crushing it, or is it crushing us? Based on the study of millions of conversations from all segments of healthcare, this presentation takes

Every Conversation Has Consequences

Communication is our currency in healthcare. By focusing on three areas where miscommunication can occur: Patients, Players (team), and Practice, we can break the patterns of expectation, so everyone engages emotionally and becomes loyal, engaged, and committed to the organization’s success. Healthcare is shifting from product-centricity to people-centricity. Those who are adapting to this new

Creating a Culture of Caring with Concierge Services

Bill Mills, CEO of Best Upon Request, shares how offering concierge services impacts both the patient and employee experience. From running errands to providing a listening ear, his team members are instrumental in helping organizations improve satisfaction scores by providing an enhanced level of comfort and care.

Sustaining a Patient Experience Framework via Huddle Communications

Unfreeze, change, refreeze: Three steps to transforming organizational culture. Northwell shares their journey of unwinding old patterns, establishing sustainable new models, and creating new habits that led to a remarkable cultural shift that reignited passion in their workforce. In this case study, interdisciplinary huddles were key to reconnecting professionals to their purpose, fostering peer-to-peer conversations

Pitching Your Experience Strategy to the C-Suite

You may be new in your role as a Patient/Human Experience leader or you have worked hard to become in the field. Now, you want to share your insights and knowledge, starting with convincing the C-suite about the importance of Human Experience and how valuable an focus on experience would be in your organization. Maybe

We’re All Human Beings, So Everything Is Human Experience: A Conversation with Nicole Cable, CXO CareMax

From retail and hospitality to healthcare, Nicole Cable shares her professional journey that ignited a passion for the human experience. Listen as she details how a poor personal experience as a patient initially left her “wanting to stay as far away from healthcare as possible,” but eventually became the driving factor behind a career focused

Elevating Experience

The pandemic generated unprecedented personal and financial pressures within the healthcare industry. Given this environment, there is a need for clarity and alignment around where and how experience fits into the strategy going forward. This webinar provides a human-centered viewpoint along with a business case for embracing a contemporary approach to experience as a powerful

Using Unsolicited Patient Complaints to Improve Patient Outcomes and Organizational Culture

To meet regulatory and accreditation requirements hospitals and health systems have policies and processes in place to respond to patient complaints and grievances. Watch this webinar to learn how Marshfield Clinic Health System implemented processes to maximize complaint capture, provide service recovery, and produce meaningful outcomes for their patients and the organization. The partnership with

The frontier for human experience is closer than we think

When we think of frontiers, we think of boundaries between the known and unknown, the edge we see in the distance, something that is always just over the horizon. Yet when we step into what was once the frontier, the horizon moves on us, with new distances to cross, edges to reach. It is this

Whose party is it anyway? An invitation from a patient experience advocate

In this commentary, the associate editor of Patient Experience Journal (PXJ) discusses the need to center the human experience in health care by celebrating its essential human, the patient. We have a duty to honor and uphold the dignity of the importance of patient priorities, needs, and preferences, and those of their families. We honor,

Effectively Leveraging Patient Comments for Strategic Improvement

During this webinar, Children’s Mercy Kansas City shares results from a year-long case study on the meaningful integration of patient comments and the precise analytics derived from those comments into the strategic improvement planning efforts of an emergency department. The presentation will highlight how this process can foster a culture of human-centered patient and family

Interconnectedness of the Human Experience: Building a Unified Vision for Healthcare Leadership

Join Press Ganey for a transformative webinar on the “Interconnectedness of the Human Experience: Building a Unified Vision for Healthcare Leadership.” Discover how human experience is intricately linked to patient experience, organizational strategy, workforce engagement, and safe, high-quality care. Explore the power of empathy, communication, and collaboration in fostering a patient-centered culture that goes beyond

Storytelling and its Practical Influence

Storytelling is a connection tool that has the tendency to influence and captivate an audience when done correctly. The power of a single story can also inspire and trigger the emotional (right brain) to react a certain way and/or bring sense and logic to a moment. This can ignite the left side of our brain

How Teamwork Improves Patient Experience in the Emergency Department

Discover how teams at AdventHealth Deland and AdventHealth North Pinellas improved experience in the emergency department. AdventHealth Deland will share how an integrated team approach can drive outcomes in a positive direction while creating a healthy work environment. AdventHealth North Pinellas will encourage emergency department leaders to openly discuss challenges with consumer experience and empower

From Good to Great: Our Journey to Four-Star Patient Experience

Watch this webinar to discover a hospital’s journey towards achieving a 4-star rating in their patient experience program. Specifically, the case study revolves around the success story of WVU Medicine, which implemented a new patient experience program and was able to improve its satisfaction ratings within two years. The presentation will highlight the importance of

The “Why” Behind Empowering Leaders and Staff

Patient Experience has become such a data driven field that as a health system we realized we were losing the fundamentals of what Patient Experience should be about. Over the past 2 years, as a patient experience team, we have changed our coaching and training efforts to be based upon the “Why” instead of the

Exploring descriptive characteristics of a patient experience leader within a hospital setting: A multimodal approach

Have you ever wondered what behavioral competencies may help you identify, develop and retain your PX leaders? In this research study, Northwell Health looks at the common qualities and traits shared by their hospital’s successful “Culture Leaders.” Through a multi-modal approach, the study reveals the top leadership style of those at the helm of this

Purposeful Leadership Rounding

In this webinar, nurse leaders Jane Pena and Eric Moore will share learnings and insights from their Purposeful Rounding Program, with a special emphasis on leadership rounding.

No More Pizza: Moving Forward with the Basics of Experience

Toya Gorley and Greg Makoul from NRC Health reflect on the power of three fundamentals of experience to drive innovation and improvement in healthcare. Listen as they share these insights and explain how getting back to the basics is more about moving forward than back.

Building on a decade of hope: Why we must champion the human experience

The pages of PXJ have served a primary purpose, to expand the evidence on patient experience and push the boundaries of innovation in this critical work. But through this commitment, PXJ has seen much more happen. The contributions of our thousands of authors, reviewers and editors have also fostered an environment of connection. PXJ has

Partnering with healthcare: The experiences of consumer representatives

The importance of consumer advocacy in person-centred healthcare service planning and delivery is growing. In Australia, the role of the “Consumer Representative” (known internationally as “Patient and Family Advisors”) is to advocate for patients and their families’ needs to improve service planning, healthcare design, and service evaluation. As the role of consumer representatives evolves and

Everything I needed to know to be a pediatric emergency room doctor, I learned as a waitress

When I began my career as a pediatric emergency medicine physician, I believed I was prepared to take on any medical emergency. However, I was not prepared to provide a good patient family experience. Throughout my years of training, I was not taught productive ways of interacting with patients and was unaware of how impactful

State of Human Experience 2023: Fundamentals and the Future of Experience

Jason A. Wolf, Ph.D., CPXP , President & CEO, The Beryl Institute Since 2011, The Beryl Institute’s State of Patient Experience Study has provided global insights and evidence on where the experience movement is moving. Its results have revealed challenges and inspired action globally. It too has reflected the very evolution of the field of experience itself.

From Fence-Hopper to Top Doctor: A Conversation with Neurosurgeon Dr. Alfredo Quiñones-Hinojosa

Dr. Alfredo Quiñones-Hinojosa (Dr. Q.) was an impoverished teenager living in a rural Mexican village before he hopped an 18-foot fence into California and found his way into the loftiest heights of the American Dream through hope, hard work and perseverance. Listen as he reflects on his life, his work and the importance of healing,

Take a Seat! Effective Communication Strategy to Improve Patient Experience

Debi D’Alba, CPXP | Director, Patient Experience, Yale-New Haven Health System – Greenwich Hospital  Tim Deighan, BA, M Ed. | Patient Experience Coordinator, University Hospitals Effective communication between patients and healthcare providers is essential in fostering a trusting relationship and positively impacts patient care, outcomes, and the patient experience. Research published in the Patient Experience

The Human Experience Imperative: Practical insights for executives on organizational strategy, structure and impact

This paper identifies the critical reasons healthcare leaders today must invest in experience leadership and structure. Contributions to this paper were captured from 42 participating organizations via a 50-item survey designed by the Institute’s Experience Leaders Circle. The paper moves beyond lines and boxes, revealing six reasons why a dedicated experience effort and a structure

How High Performing Organizations are Leader Rounding: A Benchmarking Study

Katie Haifley, CPXP | Co-founder and COO/CMO, Nobl Every patient, every day is the best practice for leadership rounding on patients but it’s not always realistic. With nursing shortages and hospital leadership positions open, how do you know what the right amount of rounds is for your organization to move the needle on patient satisfaction?

The Human Experience Imperative: Practical insights for executives on organizational strategy, structure and impact

Jason A. Wolf, Ph.D., CPXP, President & CEO, The Beryl Institute Brian Carlson, Vice President, Patient Experience, Vanderbilt Health Jennifer Carron Passon, MSOM, CPXP, Patient Experience Officer, BJC Health System Julie Kennedy Oehlert, DNP, RN, Chief Experience and Brand Officer, ECU Health Leaders today in healthcare organizations have come to see a real impact in

The JEDI (Justice, Equity, Diversity, & Inclusion) Volunteer Workforce

Individuals want to interact with people who look like they do, and while many organizations have recognized the importance of diversity within their hired staff, the traditional volunteers in some organizations may not reflect the demographics of the patient population. Join us for an open discussion on creating a JEDI volunteer workforce. Discover how to

A Conversation with Dr. Airica Steed, President & CEO of The MetroHealth System

Healthcare executive Dr. Airica Steed discusses the importance of representation in healthcare and how bias can negatively influence outcomes by sharing personal and professional experiences.

Grievance Panels: An Alternative to a Grievance Committee

Lynn Charbonneau MBA, CPXP | Director, Patient Relations and Guest Services, Tampa General Hospital During this webinar, you will learn about a new approach to grievance resolution through the use of grievance panels versus a committee. The approach includes key leaders who can make changes within the organization as a result of patient complaints. This

The Role of Leaders in Improving Staff Experience

Jessica Howe Patient Experience Specialist Story County Medical Center – South Campus As leaders, we have the responsibility to support, empower, and engage our employees in a way that keeps them motivated and encourages them to provide the greatest quality of care every single day.   It is no doubt to anyone who has stepped foot

Impact of Volunteer Programs: What Are We Measuring and Who Are We Telling?

Moderator: Terri Ipsen, CPXP | Director, Content, The Beryl Institute | Editorial Coordinator, Patient Experience Journal Panelists: Roseanna Galindo, ECBA, CAVS | Former Director of Volunteer & Guest Services at Enloe Medical Center | Currently Research Affiliate/Lecturer, California State University Chico/College of Communication Seth Hinrichsen, Volunteer, Utah Valley Hospital Erica Luciano, Program Manager, UChicago Medicine

Improving the Diversity of Patient Partners

In the Kaiser Permanente Northwest market, we have been working hard to diversify our pool of Patient Partners and simultaneously make it easy for Kaiser Permanente staff to bring in the patient voice. Using new recruiting methods, we have increased the racial/ethnic diversity of our group of Patient Partners from 5 percent to 25 percent

Incivility in Healthcare: COVID Chaos and Steps to Provide a Positive Solution

Linda Robinson, MSN, RN, CPXP | VP of Clinical Excellence, MDM Healthcare The COVID-19 pandemic has mentally and physically strained hospitalized patients, their families, visitors, healthcare workers, and the overall healthcare system. The combined vulnerabilities have intensified all hospital interactions and compounded an already rising workplace incivility and violence problem in healthcare. Join this webinar

Antiracism Skills to Elevate the Human Experience in Healthcare

Jaime Harry, MSW, LCSW | Licensed Clinical Social Worker and Wellness Program Liaison, University of Texas Southwestern Medical Center Laura A. Kirk, MSPAS, PA-C, CPXP, DFAAPA | Assistant Director of Advanced Practice Providers, Ambulatory Services Office of Advanced Practice Providers, University of Texas Southwestern Medical Center This interactive webinar will provide an opportunity for participant

The Travel Nurse Experience and its Impact on the Patient Experience

Ellen Franz, RN, MSN, CPXP, FHX | Director of Patient Experience, Lutheran Hospital of Indiana This webinar will stress the importance of creating a positive, welcoming experience for travel nurses, and their inclusion into a hospital’s culture, to provide a consistent, optimal patient experience. Learning Objectives • Discuss the reasons for travel staff to be

The Importance of Culture in Healthcare

With over two decades of experience in healthcare, Dr. Karana Pierre has had the opportunity to care for patients from a variety of cultures. Listen as she shares the importance of cultural humility, and how acknowledging and understanding a patient’s cultural background is key to a successful treatment plan and patient relationship.

Breaking the Mold: Exploring Nontraditional Healthcare Volunteer Roles

Connection Calls provide opportunity for networking and idea sharing with peers. In addition to a discussion on a pre-announced topic, each call includes time for general discussion on the issues relevant to the community.

Forgive Yourself for Being Human – A Story of Bipolar Disorder

Trisha Choi, MA, CPXP, was diagnosed with bipolar disorder at 19 and, as a result, endured many hospital stays. After a negative experience with a nurse during one particular stay, she decided to pivot her career to healthcare. Listen as she discusses her healthcare experience with a mental health diagnosis and the importance of being

Owning the Moment: The Journey to Culture Change Across a Large Enterprise

The Beryl Institute sat down with senior leaders from VHA’s Patient Experience Office to learn about their journey to change organizational culture and restore trust with veteran patients.

Which patient experiences are you capturing? Investigating differences in patient experience drivers by race/ethnicity and survey mode

The intersection of diversity, equity, and inclusion with pediatric Patient and Family Advisory Councils

Systemizing Volunteer Management: The Future of Enterprising Your Volunteer Programs

Cate Murphy, Director of Corporate Relations and Client Engagement, Samaritan Technologies Volunteer programs are one of the backbones in healthcare management and patient experience. Now, more than ever, healthcare volunteer programs are being recognized and asked to enterprise along with their organization, rather than remain ancillary. This webinar will teach volunteer directors, managers and coordinators

Rebuilding Healthcare Volunteer Programs

Connection Calls provide opportunity for networking and idea sharing with peers. In addition to a discussion on a pre-announced topic, each call includes time for general discussion on the issues relevant to the community.

Creating a More Diverse Pathway to the Future through Leadership Development

A. G. Rhodes, a premier nursing home providing services to the aging community since 1904, established a leadership development program to create a pipeline of future that fosters equity and inclusion throughout their communities leaders from underrepresented and ethnic groups. Learn more about the program and how they are fostering diversity and developing their staff

Committing to Eliminating Disparities in Healthcare

Jennifer Carron, Patient Experience Officer of BJC Health Systems and Member of the Standing Committee on Equity and Inclusion at The Beryl Institute, discusses the importance of personal reflection and the commitment to expanding Diversity, Equity and Inclusion (DEI) efforts.

HOW CAN YOU SKIDLS? Raising Awareness Around Patient Belongings

Lost patient belongings are common in healthcare, occurring most often in inpatient units, outpatient units and the emergency department. Memorial Health Regional Services began an initiative dubbed “SKIDLS” as a call to action for staff to take better care of patients’ personal property.

Issues Awareness Improves Quality and Reimbursement In Home Health Patients

Six hundred million home health visits occur in the US each year to facilitate short-term recovery and manage long-term diseases, and over 35,000 agencies deliver this care. Value-based purchasing (VBP) is the term explaining how reimbursement is linked to performance. This payment structure holds healthcare entities accountable for the cost and quality of care they deliver. The intention

Continuing the Shame Conversation through a Lens of Patient Safety

Understand how leaders can look at safety events through different lenses to support individual well-being by recognizing a shame response.

Ease, Care, and Access: The Business Impact of Experience Transformation

Learn how organizations are leveraging advanced machine learning and AI listening technologies to transform operations, enable empathy at scale, and articulate the ever-elusive ROI in financial, experiential, and operational terms.

The Importance of Shared Definitions to Advance DEI Efforts

Dr. Rhae-Ann Booker, PhD, Vice President of Diversity, Equity and Inclusion at University of Michigan Health – West shares the importance of shared definitions to limit confusion and division and provides a glossary of core terms to improve the inclusion conversation.

Workplace Violence in Healthcare: A Rallying Cry to Restore Safety

There are moments within healthcare where some of us have not felt safe. These feelings could have transpired because of the population being cared for or from the people that we work with each day. It’s time to ask: Have we ever felt safe? This focus on workplace safety has been a slowly burning ember

Beyond Invisibility: Creating a Culture of Inclusion for the LGBTQIA+ Community

Learn how to strengthen LGBTQIA+ inclusion, and how to better meet the needs of diverse and underrepresented populations in healthcare.

How CNOs and CXOs Can Increase Engagement with Leadership Rounding

Hear tips for ensuring your team is engaged with leadership rounding.

5 Ways to Support the Employee Experience to Develop a Seamless Patient Experience

Burnout across healthcare systems is rampant. It’s been an undeniably challenging two years with intense feelings of exhaustion, anxiousness, and anger being felt by employees and teams.  When we talk about customer or patient experience (CX/PX), a lot of focus falls on the consumers. But it’s important to recognize these interactions are bi-directional and employees

Human experience is not a line item

Our humanity is fundamentally defined in context with others, in our relationships that reinforce or bend who we are, in the interactions through which we wither or grow. It is these interactions that rest squarely at the heart of the healthcare experience. For over a decade, we have defined experience in The Beryl Institute community

Standing Up for the Workforce: A Message from the Global Patient and Family Advisory Board

It is well understood that whether or not patients or their care partners trust an individual healthcare provider impacts clinical outcomes and experiences. For example, a patient’s willingness to get crucial medical care, such as preventive screenings and mental health care, depends on how trustworthy they perceive a particular healthcare organization to be. Further, a

A Conversation with Jennifer Purdy, Executive Director, Patient Experience at the Veteran’s Experience Office

Jennifer Purdy, Executive Director of Patient Experience at the Veteran’s Experience Office shares the importance of remaining aligned with and staying true to the mission of serving those who have served.

The Importance of Patient and Peer Feedback to Staff Recognition

Explore how bedside staff continue to suffer and need supportive intervention to ensure their physical and emotional wellness are preserved.

A conversation with Dennis Pullin, President and CEO of Virtua Health

Dennis W. Pullin, president and CEO of Virtua Health, shares how his organization orients to the consumer while continuing to tackle the waves of the pandemic.

Frictionless Care: Create Future-proof Initiatives

Learn practical approaches of how to integrate patient and care team improvement efforts in your daily routine, comparing and contrasting approaches across a variety of settings.

Community: The true driver of excellence in human experience

The idea that we are a community first, a community of people from a breadth of backgrounds and experiences, from all corners of our world, has been the foundation on which our work has been built, our efforts motivated, our research driven and our hope inspired. It is a tapestry of possibility, grounded in evidence

When healthcare leadership and philanthropy lead to an improved patient experience: The Paul Lepsoe Music Initiative

Through an unprecedented collaboration between an academic acute tertiary care hospital (The Ottawa Hospital (TOH) and a community-based professional orchestra (Ottawa Symphony Orchestra (OSO), the Paul Lepsoe Music Initiative represented an innovative partnership focused on improving patient care via (a) the integration of live music in waiting areas of the hospital’s Cancer Center and (b)

Addressing Diversity, Equity and Inclusion as Volunteer Professionals

Connection Calls provide opportunity for networking and idea sharing with peers. In addition to a discussion on a pre-announced topic, each call includes time for general discussion on the issues relevant to the community.

PX Goal Setting in Pediatric Care

Pediatric PX Leaders discussed how their organizations set measurable and achievable patient experience goals. During this conversation, members from The Beryl Institute whose roles or responsibilities encompass the pediatric setting joined the call and learned: What key metric or question are other organizations using? Are others using raw data and/or percentile ranking? What organizations are

PX Competencies: Making Experience a Priority, the VA Way

I suspect that very few of us worked our entire careers in patient experience. We came from other areas, but eventually we found it or it found us. For me, it was a temporary detail that led to an interest that led to a passion. Try not to laugh, but my undergrad is accounting. But

Combining Volunteer Services and Patient Experience: Why it Matters

I am not terribly vocal about my personal life –indeed, we all have them and at some point, we all experience intense positivity and intense negativity that impact who we are and how we see the world. That moment came for me when I was 27 years old. Up until that moment in my life,

The Great Invitation: An Inspired Imperative to Uncover the Magnificence within Healthcare

Through a coaching mindset and a framework that holds up the mirror to magnificence, you will learn how to increase engagement, connect to meaningfulness and elevate the wellBEING of your staff.

Gratitude: A Glimmer of Sunshine in the Covid Storm

Most frontline healthcare workers have reported being unhappy in their jobs for some time. Studies published before the pandemic indicated that 80% of emergency nurses and 65% of emergency physicians displayed one or more hallmark signs of burnout – compassion fatigue, cynicism, and inadequacy. Nurses who suffer from burnout experience mental and emotional exhaustion, making

Wellness 365: Creating Daily Wellness Practices to Mitigate Burnout

Understand how to manage work and life stressors in a more positive way.

Exploring the Foundational Frameworks to Build a Strategy for Experience Excellence

Learn about tools and resources to assess your progress and support your journey to transform the human experience in healthcare.

Intrapersonal and Interpersonal Skills for Antiracism and Advancing Health Equity

Embrace self-reflection and group interaction regarding cultural location, the relevance to cultural humility, and efficacy of both in patient engagement.

A Step Toward Improving Quality of Care Based on Patient Views

The Ministry of Health Saudi Arabia Patient Experience Measurement Program.

Why Is Improving Patient Experiences So Difficult?

Health systems make significant investments in time, money and resources to improve patient experiences. While some organizations have been able to move the needle, the national HCAHPS Overall Rating has not improved since 2016. As patients become healthcare consumers, they choose where to go for care. To remain financially viable, health systems must attract and retain these

Call bell response times: More than just timeliness

As a patient on the ward at the National Naval Medical Center in Bethesda during the beginning of Operation Enduring Freedom (OEF), I had many occasions where I needed assistance from the nursing team. I didn’t track their times of arrival, but I gauged their performance on how they responded to my needs. Overall, it

2021 Year in Review Reflections

A look back on 2021.

In divided times, a focus on human experience connects us

The realities of the time in which we find ourselves, not only in healthcare, but in society overall, have exposed so much of what was simmering beneath the surface of our humanity. Issues of equity and inclusion, of stress and burnout, of division and misconception and even the existence of alternative “truths” have caused rifts

Rebuilding a foundation of trust: A call to action in creating a safe environment for everyone

Well before the COVID-19 pandemic, incivility and physical threats directed toward healthcare employees and often registered nurses was a growing concern by Chief Nurse Executive (CNE) leaders. In 2019, conversations initiated by The Beryl Institute’s Nurse Executive Council (NEC) to consider how best to achieve a much-needed balance between patient/family and staff safety have now

Becoming the Best Place to Be: Elevating the Human Experience in Senior Living Communities

Examine human experience in senior living communities through the eyes of the residents who live in these environments as well as the professionals in the field of elder care.

Staff Training and Development

This connection call focuses on staff development and training. Our panel shares best practices for ongoing staff development and ideas on support tools to maintain consistency beyond initial orientation.

Three Powerful Stories of Women Leading the Future of Healthcare

Join three powerful women who have become leaders in this male dominated field.

Moving from talk to action: A commitment to ensuring equity must ground our efforts to transform the human experience

When we first introduced the call for submissions for this special issue last August, we were still churning in the first wave of the COVID pandemic. Just three to four months from the start of an unending rash of unexpected and harsh realities that we were faced with in healthcare and in society at large,

Reexamining “Defining Patient Experience”

This new release recognizes the evolution of the patient experience definition to an advanced version that also addresses the realities and vulnerabilities of our healthcare workforce and the needs of our communities while continuing to focus on what matters to patients, families and caregivers.

Transform Healthcare in Collaboration with Diverse Voices

Explore the third aim in the Governance & Leadership segment of The New Existence: Transform Healthcare in Collaboration with Diverse Voices.

A Culture of Inclusion and Teamwork Drives Patient Experience

Methodist Medical Group shares how the organization is improving patient satisfaction and team engagement measures through various approaches such as Employee Engagement Committee, Director of Virtual Care, Clinic Managers and Physicians.

The Changing Language of Burnout

Stephanie “Stevi” Shively, PhD, Medical Burnout and Traumatization Consultant, discusses the current language surrounding clinician “burnout” and suggests more inclusive and actionable terminology. She also argues that clinician distress is prevalent across the healthcare disciplines and that the collective focus should be expanded to include allied health professionals and other healthcare workers. 

Gaining Leadership Support for Volunteer Professionals

Connection Calls provide opportunity for networking and idea sharing with peers. In addition to a discussion on a pre-announced topic, each call includes time for general discussion on the issues relevant to the community.

The Long Road to True Social Justice in Healthcare and Beyond

We have seen a greater willingness to talk about systemic racism and a greater commitment to what it will take to it, but how far have we come and where must we still go?

The State of Patient Experience 2021: Transforming the Human Experience

This report shares operational priorities and how people are executing on patient experience in their organizations.

A call to action for human experience

As we open the 8th volume of Patient Experience Journal (PXJ), we all stand in a world much different than we did just a year ago. A year ago we were in the height of crisis, facing unknowns and uncertainty. We didn’t know if we were tackling an issue that was weeks, months or years

Reexamining Defining Patient Experience: The human experience in healthcare

In 2014, the authors came together with the explicit purpose of understanding how people were defining patient experience.1 Our broad review and analysis of the literature led us to a few critical points. One, as our review showed, there was an absence of a commonly used definition around patient experience in healthcare. Two, while consistency in

The association between an established Chief Experience Officer role and hospital patient experience scores

The healthcare industry is currently reacting to multiple stakeholders demanding improvements to the patient experience. Some healthcare organizations are implementing new management structures, i.e., the role of Chief Experience Officer (CXO). This study statistically reviewed descriptors associated with hospitals that have and have not created and filled the role of CXO and, more importantly, measured

Just Do IT: Intentional and Transparent Approaches to Addressing Racism in Medicine

Discover proactive steps to become culturally sensitive and advocate for minority colleagues or friends, and, even more so, protect minority patients.

The Future of Healthcare Volunteer Programs – Where do we go from here?

Connection Calls provide opportunity for networking and idea sharing with peers. In addition to a discussion on a pre-announced topic, each call includes time for general discussion on the issues relevant to the community.

Is Text Messaging the Future of Patient Communication?

Lea Chatham, Director of Marketing Programs, SR Health, shares “It may seem like text is a single tool, but the truth is it is a single tool with many possibilities for improving the patient experience.”

You Have Just Been Named Chief Patient Experience Officer: What’s Next?

Learn about developing a strategy, creating an impactful team, building relationships with key players, and linkages to PFAC’s and frontline staff.

Retaining Volunteers when They Can’t be On-site

Connection Calls provide opportunity for networking and idea sharing with peers. In addition to a discussion on a pre-announced topic, each call includes time for general discussion on the issues relevant to the community.

Adapting Junior Volunteer Programs to Safely Engage Students

Connection Calls provide opportunity for networking and idea sharing with peers. In addition to a discussion on a pre-announced topic, each call includes time for general discussion on the issues relevant to the community.

A Conversation with Chris Woleske, President & CEO of Bellin Health

In a time of crisis, such as we have experienced in this pandemic, often what is needed is a sense of predictability, a reinforcement that “we can do this”. T

Looking Back on 2020

In this Special Edition of the To Care is Human podcast series, join both podcasts hosts, Jason Wolf and Tiffany Christensen, as they have a conversation looking back on 2020, a challenging year.

Back on the Road, Virtually

On the Road with University of Chicago Medicine, Virtual – December 2020 by Stacy Palmer, CPXP and Terri Ipsen, CPXP We began our On the Road program over 10 years ago, just after establishing The Beryl Institute as a membership organization, as a means to highlight challenges and successes in driving experience excellence. The series

The essential nature of experience in a time of crisis and beyond

Paying it forward: A cancer survivor and his wife share their reflections and recommendations as a patient and caregiver

Virtual Volunteering

Connection Calls provide opportunity for networking and idea sharing with peers. In addition to a discussion on a pre-announced topic, each call includes time for general discussion on the issues relevant to the community.

A systems thinking framework to improve care of the terminally ill: An Australian case study

Moving forward to the future of healthcare

Introduction to The New Existence

This session will provide an overview of the key elements and actions of The New Existence with members of our global steering team and engage participants in a conversation on how we best move forward.

Designing the Healthcare Experience

Mark VanderKlipp, Founding Partner at Connect_CX, shares his thoughts on how the role of Healthcare Experience Design can enable staff to consistently deliver and empower patients to confidently navigate their healthcare experience.

Pediatric Leader Rounding Through the Eyes of a Parent

Teresa Anderson, EdD, MSN, RN, NE-BC, Chief Nursing Officer, at Nobl shares how her personal experience changed her views on what parents need from nursing leaders and how to create meaningful rounds with them.

Be a Mountain Climber: 10 Tips to Overcome any Barrier

Review the mindset and behaviors necessary to effectively address professional or personal barriers.

All Aboard the Failboat: How Embracing Failure Creates Leadership

Learn how to embrace occasional failures as a way to improve leadership and program effectiveness.

How are you safely engaging volunteers during the pandemic?

Connection Calls provide opportunity for networking and idea sharing with peers. In addition to a discussion on a pre-announced topic, each call includes time for general discussion on the issues relevant to the community.

HUMAN EXPERIENCE 2030: A Vision for the Future of Healthcare

Jason Wolf, Ph.D., CPXP, President and CEO, The Beryl Institute, shares three essential transformational changes needed to frame the future of human experience in healthcare. Six fundamental actions are also identified, highlighting the dynamic and guiding framework for elevating human experience over the next ten years for those receiving and delivering care. 

The Keys to Staying Positive During a Crisis

Learn the key strategies that will create positive outcomes for you and for others, now and in the future.

A commitment to hope

Leadership matters: A conversation with Dr. James Hildreth

Getting comfortable with being uncomfortable: A conversation with Marsha Sinanan-Vasishta

Focusing on positivity during the COVID-19 crisis: A New York health system strategy

Nursing leadership during COVID-19: Enhancing patient, family and workforce experience

5 Patient Experience Secrets from Leading Brands Outside Healthcare

Jason Macedonia, VP Healthcare and Patient Experience, InMoment, shares 5 common themes that award-winning brands implement when it comes to customer experience. Each of these themes and best practices can be applied to healthcare to take your patient experience programs to the next level.

A Conversation with James Hildreth, Ph.D, M.D., President and Chief Executive Officer, Meharry Medical College

A true pioneer in medicine and a renowned immunologist, Dr. Hildreth shares the life experiences that have led him to his career and calling as well as his mission to improve equity in healthcare. He wrestles with the realities of discrimination and whether we truly value all lives in the same way. This question is more important than ever before and highlighted by the disparities in patient outcomes during the Coronavirus pandemic.

Listen to hear how Dr. Hildreth continues to fight against disparity in healthcare through his own actions, research and teaching. He emphasizes how we must ensure that healthcare leadership becomes more diverse to eliminate bias from decision-making. Furthermore, Dr. Hildreth depicts the self-awareness that we should recognize in order to mitigate our own bias and truly understand the value of all people. The key to sustained improvement and change is open and honest conversations throughout all levels of healthcare, including leadership, in order to remove the assumptions we have about others.

Human Experience 2030: A Vision for the Future of Healthcare

Human Experience 2030 (HX2030) reflects the insights of a global community of patients, family members, care partners and healthcare professionals in all roles who represent the shared voices of possibility.

Improving the Patient Experience during COVID-19

Learn how how digital tools help patients and employees stay up to date on new policies and procedures, deliver encouraging messages from the community and enable virtual experiences, including a virtual therapy dog visit.

A Conversation with Marsha Sinanan-Vasishta, Deputy Chief Nursing Officer, Mount Sinai Morningside

Adapted from our recent community briefing and conversation addressing health disparities in a time of crisis and beyond. Marsha Sinanan-Vasishta sheds light on how the COVID-19 crisis has amplified systemic racism and specifically the difficult realities of disparities in healthcare. Listen for a conversation on how we can improve going forward and the action steps that are necessary for everyone to have equal access in healthcare, regardless of race.

Marsha emphasizes how it is time for healthcare system leadership to come together and create change through legislation, updated policies, and diversity amongst teams. She eloquently states, “If we can’t relate to our patients’ experiences, we can’t build the trust needed to provide them the best care.” A succinct and honest summary of the challenge that exists at the heart of systemic racism in healthcare.

How a NYC Health System Leveraged Their Values to Serve Their Most Vulnerable Patients During the Pandemic

Delivering safe, compassionate, and patient-centered care to the most vulnerable patients during the COVID19 crisis is only possible when an organization aligns its core values and staff commits to serving a higher purpose.

Anti-Racism and Cultural Humility: A Conversation with Dr. Ron Wyatt

The time has come to be brave and have the painful conversations. Dr. Ron Wyatt is an African American physician who grew up in the Black Belt of Alabama. Today, he is an unapologetic voice in the effort to bring awareness to the reality of systemic racism in healthcare.

Dr. Wyatt’s expertise and no-nonsense approach to racism in healthcare pushes us to evaluate ourselves and our organizations. The time has come to be brave and have the painful conversations. Dr. Wyatt helps us do just that.

The Key to Showing Compassion to Others: Offering Kindness to Ourselves

Allison Chrestensen, MPH, OTR/L with Tandem Healthcare Solutions explains how showing ourselves kindness through Mindful Self-Compassion, we may discover that we’re more able to show compassion to others, even when things don’t turn out perfectly.

A Conversation with Linda Knodel, Senior Vice President, Chief Nurse Executive, Kaiser Permanente

What are the most significant challenges for nurses during this challenging time as we face the current COVID-19 pandemic? Lisa Knodel speaks with Jason Wolf about how the nursing team at Kaiser Permanente maintains a high level of professional development while striving to create the best experience possible for patients in unprecedented times.

Listen to hear how this crisis will transform the nature of care for years to come and how the nursing team will continue to respond with agility as well as thoughtfulness. Linda Knodel also depicts The Caring Science Theory, which embodies the human experience in healthcare – an ideal at the core of everything nurses at Kaiser Permanente do. She leaves us with a positive message, portraying the strength of nurses who will always shine a light as a beacon of hope and trust, persevering on the frontlines.

Meaningful Recognition

Bonnie Barnes, FAAN, Co-founder, Chief Executive Officer with The DAISY Foundation, shares how you can ensure meaningful recognition is embedded in your culture.

Future of Human Experience 2030: A Dynamic Framework for Healthcare

Explore the implications for action (or inaction) it reveals and identify the opportunities for impact we can all make as we look at the next decade of human experience in healthcare.

A Conversation with Shantanu Agrawal, MD, MPhil, President and CEO National Quality Forum

How do we address this once in a lifetime health crisis? Dr. Shantanu Agrawal shares how the team at National Quality Forum are working to expand the conversation on what it will take to mitigate the negative consequences of the COVID-19 pandemic.

In our conversation with Dr. Agrawal we also explore his thoughts for the future and the new reality we will face collectively after this crisis. While acknowledging the heroism we are seeing everywhere at this time, he also raises the significant shortcomings in our current healthcare system revealed by the crisis, including health disparities driven by socioeconomic status, race, and geographic location. Listen as he shares how we must move beyond just clinical quality to the need to address health itself as we move through this crisis.

Elevating the Human Experience in the Face of COVID-19 

How do we begin to think ahead to rebuilding together?

A Conversation with Sven Gierlinger, Senior Vice President, Chief Experience Officer, Northwell Health

How to balance the human experience in healthcare at a time of crisis?
Sven Gierlinger shares his personal story and outlines his leadership plan and thought process during the outbreak of the Coronavirus (COVID-19). As the virus continues to develop rapidly, critical decisions must be made in order to save lives and support healthcare teams in the best way possible.

Listen to hear how Sven is working to maintain a sense of optimism, community, and hope throughout the Northwell Health system for both patients and staff. Even during times of crisis, there are ways to unite individuals and prioritize the human experience in healthcare through clear communication, providing emotional safety, mitigating fear, and empowering those in leadership positions.

Harm from Disrespect: the Neglected Preventable Harm

Gain a roadmap for building towards a practice of respect that is transferable to other health care settings.

A Conversation with Cathleen Wheatley, DNP, RN, CENP, President of Wake Forest Baptist Medical Center, System Chief Nurse Executive and Senior Vice President of Clinical Operations for Wake Forest Baptist Health

What are the challenges associated with creating a positive human experience in healthcare and how does one lead in a way that creates harmony for an entire healthcare system? These are questions that Cathleen Wheatley delves into including healthcare’s obligation to go out and create change in communities, not only within hospital walls. She depicts partnering with patients to form a personal connection that goes beyond a standard checklist.
Cathleen Wheatley views her leadership role as knitting, a perfect visual for how she integrates and balances priorities such as increasing acute care needs, financial obligations, and investing back into research to improve the overall human experience in healthcare. Listen until the end, for a preview of her Patient Experience Conference 2020 keynote speech.

Elevating Experience for those Living with Dementia

This PX paper explains the statistical significance of dementia, heightens awareness of the lived experience following a diagnosis, shares the potential impact of person-directed dementia care and provides opportunities for action to elevate the experience of those learning to live well with the condition.

Turning Feedback into Action: A Lesson in Improving and Sustaining Excellence in Veteran Care and Service

Utilizing point of care feedback software to advance improvement efforts.

Implementing a Simulation-Based Program for Nurse Leader Patient Rounding

Review strategies for designing the simulation program including proper debriefing techniques, and review implementation “lessons learned.”

Bridging the Diversity Canyon: Your next level of patient experience depends on it

Delivering equitable care is essential to the patient experience.

The Compassion Crisis in Health Care: Making Your Mark Personally and Professionally

Learn how patient experience champions and strategists can launch an irrefutable case for pursuing compassionate communication as a breakthrough objective.

A Conversation with Dr. Joanne Conroy, Chief Executive Officer and President of Dartmouth-Hitchcock and Dartmouth-Hitchcock Health

A physician and executive’s perspective on how to positively impact patient experience by understanding and embracing the community they serve.
Dr. Conroy wholeheartedly believes in the generosity of spirit, especially as it applies to a healthcare setting. In this episode, she depicts how empowering patients with the right tools and knowledge is of the utmost importance in order to help guide them to an informed decision. Furthermore, Dr. Conroy provides examples of just how seriously healthcare providers must value the unique needs of the community they serve, while meeting patients where they are.

Meeting People Where They Are – The Essential Power of Serving Those with the Greatest Needs

On the Road with Hennepin Healthcare – January 2020 by Jason A. Wolf, PhD, CPXP My latest On the Road visit brought me to a place deeply rooted in its community, storied in history, focused on service and committed to those with the greatest needs. At Hennepin Healthcare I was honored to meet team members,

Experience Leader: A Critical Role at the Heart of Healthcare

This PX paper explores the role of the experience leader by examining trends in data and sharing the voices and reflections of five senior experience leaders.

Management Overnight Program: Through the Eyes of the Patient

Northern Westchester Hospital expects each manager to spend at least one night in the hospital in the role of a patient. Managers are paired in teams and assigned a time frame in which to complete the overnight.

A Conversation with Senior Leadership at New York Presbyterian

Leaders at New York Presbyterian discuss how they have worked to re-humanize healthcare through a strategic and committed focus on experience.

The future of patient experience: Five thoughts on where we must go from here

Seven steps to successful change: How a large academic medical center prepared patients for organizational change

A Conversation with Karen Grimley, Chief Nurse Executive, UCLA Health & Assistant Dean of Nursing, UCLA School of Nursing

A nurse executive’s unique perspective on how to balance patient-centric practices with realistic expectations and boundaries.

Utilizing Volunteers to Improve Patient/Family Experience in Pediatric Healthcare Settings

Review the Buddy Program model, selection and training methods, along with the positive effects the program is having on college students, and pediatric patients and families across the country.

“Welcome.Listen.Care.” Improving the Patient and Employee Experience in the CICU through Three Service Acts that Enhance Personal Connection, Communication, and Real-time Responsiveness

Instilling a culture of listening to elevate patient experience.

Inspiring Patient Experience Data Doubters

Stephanie Wells, Director of Patient Experience at Methodist Health System, shares how survey data can be a rich data source, giving us insight into the patient perspective that would be missed if we focused on staff opinion alone.

The Growing Role of Experience Leader

Explore the origins of the experience leader role and the trends grounded in research to see how the role has evolved with the growth of the experience movement.

Improving Patient and Family Experience in the NICU: A Practical Application of the Experience Framework

Using the eight lenses of the Experience Framework as a means to best illustrate the power of a holistic view of experience, we will examine strengths and opportunities in each lens through the reflections of NICU leaders.

2019 State of Patient Experience: A Call to Action for the Future of Human Experience

The State of Patient Experience 2019: A Call to Action for the Future of Human Experience engaged over 1,000 healthcare organization voices from 34 countries across six continents and shares trends, identifies changes, elevates challenges and shares insights on patient experience.

Talk about The Stuff That’s Killing Us – Bias in Healthcare Part 3

See healthcare through the eyes of sickle cell patient, Cheslie Johnson, and understand the need for discomfort and honesty from Dr. Ron Wyatt.

Talk about The Stuff That’s Killing Us – Bias in Healthcare Part 3

Dr. Ron Wyatt finishes this three-part podcast series with an eye-opening conversation concerning what really needs to take place if we commit to changing healthcare for everyone.

Developing Resilience: Lessons from a Leader and a Patient

Experience as a physician, health system leader, and a patient have created new insights into the need to solve this critical problem impacting our health delivery systems.

Microaggression & Allyism – Bias in Healthcare Part 2

Explore the meaning of microaggression with D’Anna Holmes, the mother of a medically complex child.

A Peculiar Indifference – Bias in Healthcare Part 1

Explore what we mean by inequity in healthcare from Dr. Ron Wyatt. Hear what it feels like from patient, Cathy Arsenault

Moonshot 2022: Our Sometimes Challenging Yet Always Meaningful Journey toward A Patient and Family Centered Culture

Learn a strategy to recognize the importance of patient and family partnerships, unify efforts across a multi-hospital system, align and integrate PFCC philosophy with other initiatives, and engage patient and family advisors strategic planning.

Racial/ethnic and geographic differences in access to a usual source of care that follows the patient-centered medical home model: Analyses from the Medical Expenditure Panel Survey data

Tell Me More: Promoting compassionate patient care through conversations with medical students

Reframing the conversation on patient experience: Three considerations

NHS England Always Events® program: Developing a national model for co-production

Patient participation in medical consultations: the experience of patients from various ethnolinguistic backgrounds

Elevating the discourse on experience in healthcare’s uncertain times

The importance of physician to physician coaching, medical director and staff engagement and doing “one thing different”

Interprofessional collaboration to improve and sustain patient experience outcomes in an ambulatory setting

A Conversation with Dr. Zaas, President of Duke Raleigh Hospital: A healthcare leader’s holistic approach to the ultimate goal of the industry – quality service and safety for patients.

Healthcare is an industry that is transforming from a transactional system to one that must be value driven. From his unique perspective as a clinician, researcher, patient, and leader, Dr. David Zaas, depicts how finding innovative methods to build a partnership between the patient and practitioner will be of the utmost importance moving forward.

What we sow, shall we reap

What if the drive comes more from a spiritual belief system rather than regulation?

The Power of Responsiveness: Impacting Patients’ Perception of Frequency of Nursing Care through a United Team of Caregivers

Through the power of employee engagement and recognition, we can encourage staff to be part of the solution that drives change toward improving the patient experience.

Zeroing-in on Health Literacy: How Enhanced Explanations and Improved Comprehension Can Reduce Patient Anxiety and Fear

Providig clearer explanation of diagnosis and treatment reduces patient fear and anxiety.

Reframing the conversation on patient experience: Three considerations

Unconscious Bias, Microaggressions, and Class

Explore the impact of unconscious bias, and its effects on behaviors, interactions, and decisions across socioeconomic classes.

Improving Patient Experience by Focusing on “Always” and “Never” Behavior and Language

Improving on the Culture of C.A.R.E.

A Conversation With David Feinberg, MD, VP Healthcare, Google Health: Expanding the possibility of human experience.

How do we ensure our systems can deliver on the human need to feel helped, cared for and understood?

Listening & Reacting to New Moms: How real-time feedback can improve nurse communications and support individualized care in a post-partum unit

Using leadership rounding to address the needs of post-partum mothers.

Improvement from the Inside Out: Our Journey from Good to Great

Hear lessons learned during the transformative journey to an evidence-based culture using patient experience and employee engagement scores as benchmarks for success.

Role of Nurse Executives in Patient Experience

This PX paper explores the role of nurse leadership and the impact and influence nurse leaders can have to uncover the fundamental practices and actions which drive experience success.

To Care is Human: The Factors Influencing Human Experience in Healthcare Today

To Care is Human dives into the exploration of the opportunity to move healthcare away from simply a focus on error reduction to a focus on care expansion.

To Care is Human: The Factors Influencing Human Experience in Healthcare Today

Explore the opportunity we have in evolving our healthcare mindset to a focus on care expansion and addressing what may have very well been in our way.

An Evolution of Experience

On the Road with Kaiser Permanente & Care Experience in the East Bay – January 2019 by Jason A. Wolf, Ph.D., CPXP Our latest On the Road took us to the great city of Oakland, and specifically to Oakland Medical Center part of Kaiser Permanente and their community of healthcare services in the East Bay.

How to Boost Teamwork in Just 10 Minutes a Day

Roel van der Heijde, Trainer Customer Excellence with N3Wstrategy & RoelRotterdam, illustrates how a proficient teamwork culture from one industry can transcend to be just as effective in another. Roel takes us through the similarities of what he discovered and how his team implemented a practical tool to boost teamwork.

Pit Crew: How Communication Fuels the Ambulatory Surgery Center

Explore theories and stories that, working closely with “Champions” from across the organization, resulted in staff-inspired efforts to improve internal processes, communications and, by extension, a healthier work environment and patient experience.

Systematizing the Patient Experience: Persona a Persona

On the Road with Quirónsalud – November 2018 by Jason A. Wolf, Ph.D., CPXP Our latest On the Road took us to the facilities of Centro Medico Teknon (Teknon Medical Center) in Barcelona, part of the Quirónsalud healthcare system. I also had the honor to be in Barcelona for the I Seminario Internacional de Experiencia

A Holistic Approach to Infusing Hospitality in Healthcare

Northwell Health takes a hospitality approach to healthcare.

The Power of Experience Excellence to Change Healthcare

Katie Owens, President of Healthcare Experience Foundation shares three essential elements for successful change in healthcare in hopes that it will equip you and your organization for even higher degrees of success.

Patient Experience and the Physician Practice

Nicole L. Cable, CPXP, Chief Experience Officer at Innovacare Health shares how all voices in the patient experience can impact service excellence and provides three ways you can improve the patient experience.

Standardized Practices: How to Improve Medication Communication with Patients

Takiya Revis-Benjami B.S.P.H., M.B.A., H.M.A., Manager of Patient Experience at John Hopkins Bayview Medical Center, shares how their strategy to enhance existing inpatient medication communication practices contributed to the hospital’s ability to provide patients with an exceptional experience.

Embracing Unique Cultures and Practices within an Integrated System

On the Road with Sentara Healthcare – October 2018 by Stacy Palmer, CPXP Our latest On the Road allowed us to spend time in three of the twelve hospitals in Sentara Healthcare, an integrated, not-for-profit system that includes four medical groups, Nightingale Regional Air Ambulance and ground medical transport, senior care, home care and hospice,

Connecting Revenue Cycle Enterprise-Wide to the Patient Experience

n our quest to find a solution to connect our operation to patient experience we implemented leadership rounds.

Ignite the Patient Experience – 6 Keys to C-Suite Patient Driven Leadership

Learn first-hand how to engage leaders and the front line to hard wire and sustain a patient experience culture at the 90%tile.

Social Responsibility and Community Engagement as part of Human Experience

Marcelo Alvarenga, MD, MSc, CPXP, Chief Experience Officer at Hospital Sírio-Libanês, Brazil, shares his thoughts on the work they are doing related to Public Health and Community Engagement and how they view their relationship to the concept of Patient & Human Experience in a global perspective.

Improving Patient Experience through the Adoption of an Accelerating Program

Albert Einstein Jewish Hospital, a philanthropic health institution in São Paulo, Brazil, shares its experience in adopting an innovative strategy to improve Patient Experience: an Accelerating Program.

Caring moments within an interprofessional healthcare team: Children and adolescent perspectives

Condition Help: 10 years of experience enhancing our culture of family engagement

Family Experience Tracers: Patient Family Advisor led interviews generating detailed qualitative feedback to influence performance improvement

Lessons for patient experience from the voices of pediatrics and children’s hospitals

Tertiary care centres must do more for patients with unknown conditions: Lessons learned from a child

The pediatric emergency department care experience: A quality measure

What medicine can learn from pediatrics: A mother’s perspective

Unconscious Bias: The Nexus between Awareness and Accountability

Gain relevant understanding on how personal and system level awareness and accountability for biases can improve organization-wide performance and ultimately, the patient experience.

Are you Ageist?

Tammy L. Marshall, Chief Experience Officer at Thrive Senior Living, discusses ageism and how our personal actions, as it relates to age related stigmas, can impact the patient experience. We are challenged to join the movement of ending age related prejudice across the continuum of care.

Millennials + Healthcare: How to Create Synergy within a Four Generational Workforce

Let’s face it: Millennials are changing the game. They’re young, hard to define, and many are not playing by traditional healthcare rules. Millennials are also the future of our workforce. So, what are we doing to attract and engage them.

Patient and Family Centered I-PASS

Alisa Khan, MD, MPH, Staff Physician and Instructor in Pediatrics at Harvard Medical School, shares research from an innovative program aimed at improving the communication between doctors, nurses, and hospitalized patients. The study group was comprised of over 100 family members, nurses, hospitalists, medical educators, health literacy experts, and researchers who were all centered on

A Modern Approach within a Culture of History and Tradition

On the Road with Walter Reed National Military Medical Center – May 2018 by Tiffany Christensen My Lyft driver picked me up from Ronald Reagan National Airport and, before we left the parking lot, asked me why I was going to Walter Reed National Military Medical Center. I gave him the simplest answer I could

The consumer has spoken: Patient experience is now healthcare’s core differentiator

The Sherpa meets Maslow: Medicine and the hierarchy of needs

The gift of pain with transformative possibilities

A framework for conceptualizing how narratives from health-care consumers might improve or impede the use of information about provider quality

The patient experience with shared decision-making in lung cancer: A survey of patients, significant others or care givers

An exploration of patients’ experience of nurses’ use of point-of-care information technology in acute care

Exploring workforce confidence and patient experiences: A quantitative analysis

Building a Culture of Understanding with a NICU Family Support Program

The NICU experience, for most families, begins with an incredible amount of new information, spoken in what seems like a coded language

Understanding, Equity, Inclusion and Cultural Differences

Raise awareness of cultural factors and beliefs that impact cultural competence in terms of how we provide care to patients.

What Patient Experience Can Learn from Child Life Professionals

Published in collaboration with the Association of Child Life Professionals (ACLP), this paper explores the value and impact of child life efforts and the core philosophies of child life that could inform patient experience efforts more broadly.

Redefining Healing in Healthcare

On the Road with Cherokee Indian Hospital – March 2018 by Tiffany Christensen In western medicine, we define healing as “the act or process of curing or of restoring to health” and we typically envision that as physical healing. We seek to take away fever, manage blood sugar and reduce blood pressure. Obviously, these are

A Journey of Cultural Transformation: Engaging the Hearts of Teams and Leaders to Elevate the Experience

Utilizing our biggest asset: our people.

The Follow Through: Transforming Health Care

Learn how the simple act of fulfilling a promise can transform relationships, and every individual’s experience.

A Patient and Family Experience Framework: Combining Lean & Person Centered Care

Learn how a culture transformed with measurable outcomes in decreased wait times, revised care processes, reduced complaints and program redesign with cost savings.

A Department Playbook – Keys to Creating Your Culture of Always

Jake Poore, President and Chief Experience Officer of Integrated Loyalty Systems, shares how having a department playbook displays an organization’s common purpose, language and set of tools while also creating a unified approach to patient experience strategy across all teams.

Optimizing Patient and Family Involvement to Support a Maturing Cancer Center

How a PFAC co-designed Standford’s Cancer Center South Bay

Patient Centered Responsiveness

Megan Hirsch and Nicole Iarrobino, Sr. Project Administrator’s at The John Hopkins Hospital, offers guidelines to achieving patient centered responsiveness, which is the ability of an organization to thoroughly and and compassionately respond to the specific concerns of a patient in a timely manner. By responding to concerns in a thoughtful, caring, and timely way,

Delivering Quality Service Through Quality People

On the Road with St. Luke’s Medical Center in the Philippines – January 2018 by Jason A. Wolf, PhD, CPXP I start the year by sharing the observations of the last visit I had in 2017. I was honored and privileged to be invited to St. Luke’s Medical Center (SLMC) to learn from and with

Patient experience in the behavioral health setting: Key best practices throughout an organizational journey

The patchwork perspective: A new view for patient experience

Accelerating patient experience performance: Collaboration and engagement as drivers for success

Rebalancing the patient experience: 20 years of a pendulum swing

From darkness to hope: A journey through patient experience

Healthcare providers versus patients’ understanding of health beliefs and values

Patient and provider experiences with relationship, information, and management continuity

Effects of a hospital-wide physician communication skills training workshop on self-efficacy, attitudes and behavior

Maintaining public health insurance benefits: How primary care clinics help keep low-income patients insured

The impact of provider service networks in Florida Medicaid managed care on enrollees’ satisfaction

Operationalizing person-centered care practices in long-term care: recommendations from a “Resident for a Day” experience

Patient experience of taking adjuvant endocrine therapy for breast cancer: a tough pill to swallow

Patient experiences in intensive care units: a systematic review

Using appreciative inquiry as a framework to enhance the patient experience

An Unwavering Commitment to the Human Experience in Action

On the Road with Stanford Health Care – November 2017 by Jason A. Wolf, PhD, CPXP Our latest On the Road took me to Stanford Health Care. I arrived to a scene of early morning healthcare bustle, the sounds of a construction site for the new facility just awakening and creaking its sleepy bones, the

Northwell Health: Establishing a Culture of C.A.R.E.

Hear about a journey to create a culture of C.A.R.E. framework and our educational training program across an organization of 21 hospitals, 450 physician practices, and 61,000 employees.

PX Grand Rounds 3

Hear leadership, practicioner and patient perspectives.

Engaging C-Suite in the Patient Experience

How do Patient Experience Leaders and CEOs appropriately challenge and engage C-Suite to place patient experience at the top of their priority list?

Evaluating the Effectiveness of Empathy Huddles on HCAHPS Scores

Saint Luke’s Hospital explores how empathy huddle interventions aimed at increasing staff empathy would enhance their capacity to understand the patient’s experience, to act proactively on behalf of the patient and to show compassion and patience during patient interactions.

Patient Experience Centrality of Needs

Jason A. Wolf, President, The Beryl Institute, explores the centrality of needs in patient experience. As we continue the conversation on the definition of patient experience, organizations are also digging deeper into the integral components of what patient experience means – involving culture, interactions, perceptions and the spaces in between.

Pushing the boundaries of patient experience

The paradigm of patient must evolve: Why a false sense of limited capacity can subvert all attempts at patient involvement

A trip to healthcare

Want to Improve the Experience? Then Get Ready to Lead Culture Change!

Gain a fresh perspective on your ability to lead (regardless of role) change in your job, department and organization, and with the tools to help you execute.

Encouraging Provider Support for Patient & Family Engagement

Patti Lipes, Sr. Clinical Operations Project Administrator and Haroon Hyder MD, Medical Director at Bon Secours Health System, shares stories from providers’ experiences with Patient and Family Engagement Councils and how successful patient and family engagement is an example of team-based care in action.

Driving Results Through Interdisciplinary Leadership Skills

A large health system in the southwest has been able to reduce leadership variance and drive employee and patient engagement by implementing interdisciplinary leadership skills simulation.

Language Access and Patient-Centered Care

Explore ways to reduce misunderstandings that stem from linguistic, cultural and systemic difference and dissimilar expectations between patients and their providers.

PX Grand Rounds 2

Hear leadership, practicioner and patient perspectives.

Experience Excellence Across the Continuum of Care

On the Road with The New Jewish Home – June 2017 by Jason A. Wolf, PhD, CPXP Our latest On the Road took us to New York and an innovator in the long-term care segment of healthcare, The New Jewish Home (TNJH). TNJH has also emerged as an organization committed to the experience of those

A Critical Focus on Consumer Engagement and Experience

On the Road in NSW and WA, Australia – May 2017 by Jason A. Wolf. PhD, CPXP Reinforcing the Global Nature of Patient Experience In my recent blog published while still on my visit to Australia this April/May, I reflected that in engaging in the expanding conversation on patient experience excellence around the globe, there

Patient Experience: A return to purpose

Learning and leading in the experience age

Patient Experience: The field and future

Engaging rural residents in patient-centered health care research

Patient perspectives on quality family planning services in underserved areas

An organisational study into the impact of mobile devices on clinician and patient experience in Auckland, New Zealand

Leadership development practices and patient satisfaction: An exploratory study of select U.S. Academic medical centers

Patient experiences of cancer care: scoping review, future directions, and introduction of a new data resource: Surveillance Epidemiology and End Results-Consumer Assessment of Healthcare Providers and Systems (SEER-CAHPS)

Experiences of communication barriers between physicians and immigrant patients: A systematic review and thematic synthesis

The impact of queue-controlled modified open access scheduling on no-show rate in a community mental health child psychiatry med check clinic: A pilot study

Reconnecting the mind and body: A pilot study of developing compassion for persistent pain

What Every CEO Needs to Know about Leading the Patient Experience

Have you ever wished your CEO understood the challenges in achieving a consistent patient experience?

PX Grand Rounds I

Hear leadership, practicioner and patient perspectives.

Structuring Patient Experience: Revealing Opportunities for the Future

To understand how the work of patient experience is being done, The Beryl Institute renewed its inquiry into how people are structuring, supporting and focusing their patient experience efforts.

Why Patient Experience Matters Now More than Ever: A Call to Action

Hear a thoughtful and provocative conversation on what patient experience is, the critical elements we must consider in order to drive its success in an uncertain healthcare environment.

Praise, Coach, Discipline: Giving Feedback to Others

Explore the hows and whys of giving feedback.

Guiding Principles for Patient Experience Excellence

This paper shares eight guiding principles, reflects on why they are critical components of successful patient experience efforts and offers examples of each principle in action.

Using patient value statements to develop a culture of patient-centred care: a case study of an Ontario, Canada hospital

Showcasing patient experience and engagement best practices through an innovative forum celebrating patients, families, and multidisciplinary care teams

Creating a common trajectory: Shared decision making and distributed cognition in medical consultations

Improving the patient experience through a commit to sit service excellence initiative

Patient and health professions student team perceptions of patient-centeredness in an inter-professional education home-visit program: An exploratory study

Young adult perspectives on the selection of pharmaceuticals for mental health treatment

Patient organizations and primary care development: reflections by patients with chronic diseases

Why do they do that?: Looking beyond typical reasons for non-urgent ED use among Medicaid patients

Uninsured free clinic patients’ experiences and perceptions of healthcare services, community resources, and the Patient Protection and Affordable Care Act

Why human resources policies and practices are critical to improving the patient experience

The experience era is upon us

Engaging the New Generation

Jason Coffey, RN, MSN, Director, Patient & Employee Experience, Norton Healthcare shares strategies to help craft messaging and training material for staff in moving the needle towards a more engaged culture.

Reinforcing a Commitment to Community

On the Road with The MetroHealth System – October 2016 by Jason Wolf As part of our Regional Roundtable Meeting in Cleveland this year I was honored to spend time On the Road with the team from MetroHealth. What I learned and experienced directly was a passion and commitment to experience excellence grounded in a

Experience – It’s Not Just Being Nice, Is it?

Rachel Biblow, Senior Director of Patient and Family Services at The Children’s Hospital of Philadelphia, shares the necessary elements of an experience formula and why understanding the balance between safety, quality and experience really does matter in creating meaningful interactions in healthcare today.

Empathy as a Breakthrough Approach to Culture Transformation

Patient Experience Leaders from 3 Memorial Hermann facilities will describe how they launched this approach at individual facilities and then spread throughout the system. 

Identifying and Understanding the Multiple Dimensions of Patient Experience

Explore the history of nursing theory and how it applies to the shift in clinical practice and evidence-based care today. 

Using a data-driven organizational improvement model to engage an interdisciplinary team in transforming a public women’s health clinic

So You’re the New Patient Experience Leader. Now What?

Defining the role, forging relationships and setting the direction for the patient experience are just a few of the responsibilities. Review the essential actions for ensuring success while managing expectations from the C-suite to the frontline.

The Basis of Useful Coaching: Effective Feedback

Calvin Chou MD, Professor of Clinical Medicine, University of California, San Francisco and Faculty, American Academy on Communication in Healthcare, discusses how enhancing provider communication skills is one of the most direct ways to improve patient experience and provides some evidence-based tips on sharing feedback most effectively.

Leadership and Sustaining Patient Experience Performance

This paper explores the impact healthcare leadership has on patient experience improvement.

A Dialogue on Improving Patient Experience throughout the Continuum of Care

This paper provides us an insight into the active and engaging community dialogue on patient experience across the continuum of care from Patient Experience Conference 2015.

Eight Guiding Principles for Patient Experience Excellence

Stacy Palmer, Vice President, Strategy and Member Experience, The Beryl Institute, shares eight essential actions for organizations to embrace to be best positioned for experience improvement. These principles serve as aspirational and affirmative statements about where we as individuals, organizations and collectively as the patient experience movement should focus our efforts. We believe organizations and

Creating Dream Teams to Enhance the Patient Experience

Shola Richards, Director of Training, UCLA Health, discusses nine characteristics of how to improve the patient experience with high-functioning teams and shares tools for developing specialized team building training that has the potential to foster meaningful change and lead to a sustainable culture shift in your organization.

The Critical Role of Leadership

Deanna Frings, Director, Learning & Professional Development, The Beryl Institute, discusses how leadership is a primary driver of success in supporting an organization’s experience efforts and offers three ways essential leaders can create the best experiences for their staff, patient and families.

The Impact of Organizational Culture Training on Patient-Provider Communication

To build a strong PFCC culture throughout the entire system, Methodist Le Bonheur Healthcare diagnosed cultural strengths and opportunities and provided tools and training to define and reinforce the organization’s Power of One culture.

Defining Patient Experience: A Critical Decision for Healthcare Organizations

Reprinted from Patient Experience Journal, this expanded version explores the current state of defining patient experience and is followed by implications for action in practice.

Patients Perception of Care

Brooke Billingsley, CEO, Perception Strategies, shares three components of what is most important to patients when receiving care. Organizations must move away from adding tasks to the daily caregivers duties to allow them the time to provide compassionate care, one-on-one communication, and show respect for the patient’s temporary house.

Driving a System Experience at the Front Lines of Care

On the Road – Across NHS England – July 2016 by Jason Wolf In keeping with my international theme this summer our most recent On the Road took me to England for a week of visits and a continuation of what I would deem an historic global year for patient experience overall. From my most

Enabling Excellent Patient Experiences: Creating Valued Support Services by Being SMART

Walter Rojenko, Corporate Director, Patient and Family Experience and Community Engagement, St. Joseph’s Health Centre, shares the S.M.A.R.T. framework that yields a Partner Experience Index. By implementing these five tactics, organizations can add value and continuously improve to meet the needs of their clinical departments by freeing up time to service patients and families.

The Chief Experience Officer – An Emerging & Critical Role

This paper explores the impact and influence of the growing role of Chief Experience Officer (CXO) .

Engaging Patients With Effective Communication

The focus of this study was to determine if and how enhanced communication can increase patient engagement in the medical practice setting. 

Enabling an Environment of Accountability

Tracie Clang, MHA OTR/L, Performance Improvement Coach, TruthPoint, discusses how organizations that are able to sustain improvement and maintain improvement over time have established an organizational accountability system and shares ways how an organization can build this environment of accountability.

Broadening Cultural Sensitivity at the End-of-life: An Interprofessional Education Program Incorporating Critical Reflection

Improving a patient’s final moments is the final step of the patient experience and defines human interaction.

Voices of Physician Practices and Medical Groups

This paper reviews quantitative survey results gathered in the Institute’s 2013 patient experience benchmarking research.

Three Ways Empathy Can Build Relationships in Healthcare

Colleen Sweeney, Owner, Sweeney Healthcare Enterprises, discusses how patients want healthcare providers to care not just for them, but also about them. By focusing on three ways to empathize with patients, healthcare providers will be able to take the care experience from tasks to truly caring and building relationships that patients seek most.

Building a System-Wide Experience Model

Patrick Ratchford, Vice President, Patient Experience, Carolinas HealthCare System, discusses four components of the ONE Experience Model demonstrating Carolinas commitment to Patients First Always _ including, informing and inspiring every person, every encounter, every time. Creating a consistent experience across multiple sites takes a lot of work, but by regularly connecting to purpose and the

The Hard Truth about Accountability

Dorothy Sisneros, Partner, Language of Caring discusses the struggle to maintain accountability when leaders fail to hard wire patient experience best practices or have changes in focus, which results in lack of accountability, waste in money and lost time. In order to create the exceptional patient, family and staff experience, Dorothy shares six key elements

Three Communication Skills Everyone in Healthcare Should Have

Anita Woodward, Owner, A. Woodward & Associates, shares three invaluable skills for healthcare staff to possess when communicating with patients, family members and caregivers. By actively listening, these skills will help make an impact on improving the patient experience and patient relationships across all organizations.

Patient Experience Made Easy: Lessons from “World Class “Experience-Focused Businesses

Joseph Michelli, Customer Experience Consultant, The Michelli Experience, discusses the true north of the patient experience journey and the importance of creating a powerful “why” in healthcare. By connecting with individual callings, healthcare organizations are able to understand the “why” of their patients.

Voices from the C-Suite: Perspectives on the Patient Experience

The Beryl Institute recently interviewed 17 senior healthcare executives in organizations at varying stages of their patient experience journeys.

Passion for Service Recovery

Carol Santalucia, Vice President, and Toya Gorley, Director, Client Services, CHAMPS Patient Experience, discuss three components to a service recovery program. How we handle and approach service recovery really shapes the patients perception of our organization, our employees and their overall experience.

The Role of Organization Culture in a Positive Patient Experience

The paper shares results of a Culture IQ test from over 400 healthcare respondents signaling that many organizations have ample opportunity to improve their overall cultural engagement scores.

Three Things Healthcare Can Learn from Leading Service Industries

Paul Westbrook, Vice President Patient Experience, Inova Health System, provides three things healthcare can learn from leading service industries. Along with leadership and staff engagement as leading indicators to achieving superior levels of consistent service, service also has to be unique, memorable and personal.

Keys to Stay Inspired on the PX Journey

David Carl, Executive Director, Pastoral Services, Carolinas HealthCare System, focuses on four keys to stay inspired and maintain inspiration on the patient experience journey. Carl shares that in order to inspire others, we need to be inspired from within.

Empathic Communication: Three Strategies for Making It an ‘Always’ Event

Jill Golde, Partner, Language of Caring, discusses how empathy expressed by care and service providers has a powerful impact on many of healthcare’s most important objectives, including high patient ratings and improved patient outcomes. Golde shares three strategies for making communicating with empathy an always event in your organization.

The 3 Keys to Transforming Care Delivery

Michelle Giarrusso, Director, PFCC Innovation Center of UPMC, addresses a quality improvement initiative aimed at improving patient satisfaction, outcomes and reducing costs. To deliver value to patients and families, healthcare leaders must learn how to sustain improvement efforts by focusing on three fundamental elements of care delivery.

The Nurse/Patient Partnership

Kristin Baird, President/CEO of Baird Group, discusses the daily impact of nurses on the patient experience. By focusing on great communication and great care, nurses can impact consistent positive patient experience and clinical outcomes.

The Art of Empathetic Listening

Tony Padilla, Chief Experience Officer at UCLA Health System, focuses on the importance of creating and sustaining trusting relationships in healthcare by developing empathetic listening skills. Tony discusses two outcomes to utilize in interactions with patients and their families, employees and colleagues.

What Healthcare Can Learn from Others

Richard Corder, Assistant Vice President for CRICO Strategies, shares from his prior experience in the hotel business industry and how it relates to improving service and safety in healthcare. Richard outlines six key hospitality lessons that are practiced by many other successful industries and is guided by personally accountable leaders.

Why Patients Come Second

Paul Spiegelman, Founder of The Beryl Institute, provides insight from his book, “Why Patients Come Second,” and presents three key elements to improving the patient experience by creating a foundation of great organizational culture.

The Skill of Empathy: RLR2 – Read, Listen & Respond Reflectively

Diane Rogers, President, Contagious Change, discusses the skills of empathy to pay particular attention to because it has the ability to create an empathic, therapeutic relationship, which can change the patient’s perception of an encounter.

The story of Emily

Relationship-centred care in health: A 20-year scoping review

Applying experience-based co-design with vulnerable populations: Lessons from a systematic review of methods to involve patients, families and service providers in child and youth mental health service improvement

Impact of logo wear on provider perception of patient

Patient perceptions of an AIDET and hourly rounding program in a community hospital: Results of a qualitative study

Can social media reduce discrimination and ignorance towards patients with long term conditions? A chronic kidney disease example in the UK and more widely

Does she think she’s supported? Maternal perceptions of their experiences in the neonatal intensive care unit

Female and male patients’ perceptions of primary care doctors’ communication skills in Hong Kong

A call to excellence in patient experience

Patient experience: Driving outcomes at the heart of healthcare

Building a Culture of Engagement as the Foundation for Patient Experience

On the Road with Keck Medicine of USC – March 2016 by Stacy Palmer Our latest On the Road visit took us to Keck Medicine of USC, a thriving academic medical system in the Los Angeles area that, in a short time, has transformed its organizational culture to encompass a committed focus on employee engagement

Enhancing Communication Skills: A Catalyst for Org Cultural Transformation

Communication in Healthcare is a learner-centered curriculum providing skills to caregivers to navigate the journey from a provider-centered to a patient-centered and team-based culture, embracing a culture of trust, safety, and compassion.

The Power of Gathering

On the Road with North Carolina Quality Center – February 2016 by Jason Wolf Every so often on our On the Road journey I find myself at an event, versus just visiting a single organization. While we are engaged in many events a year, there are rare occasions when the work taking place provides a

Redefining Possible: Lessons from a Specialty Rehab Hospital

On the Road with Craig Hospital – January 2016 by Stacy Palmer This month’s On the Road highlights the incredible opportunity to learn from organizations that may seem vastly different from your own. I had the privilege to spend time at Craig Hospital, a 93-bed specialty facility near Denver, Colorado. Solely focused on helping people

A single, complete touch: Population health, the health contact center, and the patient experience

Improving process and enhancing parent and therapist satisfaction through a coordinated intake approach

Conceptualising multiple conditions in Australia: First steps to systemic change to meet the needs of people with serious long-term illnesses

Managing patient expectations at emergency department triage

Patient and family partner involvement in staff interviews: Designing, implementing, and evaluating a new hiring process

Patient leadership: Taking patient experience to the next level?

The state of patient experience

Using a process improvement tool to improve staff skills & enhance the urgent needs patient experience in a women’s health center

Vision, mission, and values: From concept to execution at Mayo Clinic

Building Dream Teams: Improve the Patient Experience with High Functioning Teams

Gain hands-on tools for developing specialized team building training and encourage energy in a way that has the potential to foster meaningful change and lead to a sustainable culture shift for their entire organization.

Henry Ford Health System World Class Service Customer Engagement Journey

Learn various efforts taken around leadership, expectations and accountability to promote world class service and customer engagement through HFHS’s 23,000 employees.

Emory Clinic’s Patient Satisfaction Success Story: Accelerating PX

Learn unique approaches to the following all related to medical practice: new service roles and responsibilities, engaging physicians, volunteer usage, service coaching and training and best practices in patient advocacy.

How to Ensure Sustained PX Improvement Through a Culture of Accountability

How do you implement a practical structure for accountability that produces sustainable results and engages the workforce in improvement activities?

Leading a Five Star Team

What are the proven techniques and processes used by highly effective leaders worldwide?

Building national consensus on experiences of care

Measuring patient experience in a safety net setting: Lessons learned

Meaningful and effective patient engagement: What matters most to stakeholders

Reframing the work on patient experience improvement

Patient experience established: One year later

The patient experience movement moves on

Patient partnership in quality improvement of healthcare services: Patients’ inputs and challenges faced

Usefulness of a patient experience study to adjust psychosocial oncology and spiritual care services according to patients’ needs

Taking a Seat at the Table – Five Ways Patient Experience Champions Can Increase Their Influence and Gain Support

Gain greater influence in driving patient experience as a core strategy with priority, legitimate resources and significance. 

Driving Experience Excellence Through Awareness, Engagement and Implementation

On the Road with University of Arkansas for Medical Sciences – February 2015 by Jason A. Wolf, Ph.D. A Strategy for Success and a Big First Step This month’s on-the-road visit reveals a comprehensive effort to address the patient and family experience and focus on the principles of patient- and family-centered care (PFCC) found at

Beyond the Resume: How Scientifically Selecting your People Strategically Impact

When you take the time to hire beyond skills to innate talents of the individual, you have a better opportunity for positive outcomes.

Family and Patient Centeredness Remix: Addressing the Cultural and Linguistic Gap in Small Bites

Explore the main ingredients of an effectual hospital-based Language Access Program.

Exploring the impact of an interprofessional care protocol on the patient experience and outcomes for seniors with diabetes

Hearing the patient voice: Using video intervention/prevention assessment to understand teens with cystic fibrosis

The relationships between HCAHPS communication and discharge satisfaction items and hospital readmissions

Evaluation of an advisory committee as a model for patient engagement

Improving the patient experience through nurse leader rounds

Creating and sustaining a culture of accountability for patient experience

Patient experience of care in a student-faculty collaborative practice

Hindsight is 20/20: Lessons learned after implementing experience based design

The patient experience movement moment

To serve patients is our greatest privilege

A gathering place for patient experience research: The power of community

The SPIRIT Approach

Baystate’s strategy- The SPIRIT Approach- which was designed to have a positive influence on both employee and patient satisfaction with the ultimate goal of improving the quality of the patient and family healthcare experience.

The Missing Ingredient: Effective Internal Communications

Learn how effective internal communications can accelerate organizational results for Value-Based Purchasing, Core Measures, and HCAHPS/CGCAHPS.

Defining the Patient Experience

Jason Wolf, President of The Beryl Institute, elaborates on the definition of patient experience as the sum of all interactions, shaped by an organization’s culture, that influence patient perceptions across the continuum of care.

A Collaborative Approach to Rapidly Improve the Patient Experience

Learn about Allina Health’s work to improve the patient experience rapidly using QI skills, performance improvement tactics, and leadership accountability though a six-month improvement process, which has delivered solid results for patients.

Defining the Role of Patient Advocates

Understand the changing role of the patient advocate and the critical role they play in the organization’s patient experience strategy.

The Power of Collaboration in Patient Experience Improvement

On the Road with Value Health Partners – August 2014 by Jason A. Wolf, Ph.D. My August On the Road provides a new perspective and a variation from our typical story of a single site visit. More so, it reinforces a critical point we have worked to support and encourage through our work at The

Improving the PX in Medical Groups, Clinics and Physician Practice

Learn what medical groups and physician practices are doing to improve the patient and family experience. Understand what’s working, where groups have faced challenges, and what they have done to address these issues.

Leading the Way by Communicating for Accountability and a Culture of Safety

Leading the way by communicating for accountability in a culture of safety is designed for those looking to strengthen their skills in communicating for accountability.

The Power of People in Patient Experience Performance

On the Road with Henry Ford West Bloomfield Hospital – May 2014 by Jason A. Wolf, Ph.D. I have heard and read a lot about the Henry Ford West Bloomfield Hospital, as I am sure many of you have as well. It carries a lore about the facility and what it represents, the consideration in

The role of governing boards in improving patient experience: Attitudes and activities of health service boards in Victoria, Australia

What matters most to patients? Participative provider care and staff courtesy

Physician-led patient experience improvement efforts: The CONNECT program, an emerging innovation

Improving the patient experience through provider communication skills building

Concern for the patient’s experience comes of age

Expanding the dialogue on patient experience

Patients’ experiences in the UK: Future strategic directions

Veterans’ experiences of patient-centered care: Learning from guided tours

Defining Patient Experience

Creating the Foundation for an Exceptional Patient Experience

On the Road with Presbyterian Healthcare Services – February 2014 by Jason A. Wolf My most recent On the Road took me to the rainbow of earthen hues painting Albuquerque, New Mexico and Presbyterian Healthcare Services. My visit was an integrated exploration of work in progress, sustained practices and the opportunity to share insights and

Communication, Collaboration and Connection

What may appear sufficient in the eyes of health care providers may, in reality, be lacking from the perspective of the patient and their family.

Reinforcing “I am the Patient Experience”

On the Road with GRHealth – January 2014 by Jason A. Wolf I was honored to spend time recently with the team at Georgia Regents Health (GRHealth) in Augusta, GA. My visit was a combination of opportunity to listen and learn and a chance to speak and share as part of GRHealth’s Patient- and Family-

The Importance of Connection

On the Road at Newport Beach Regional Roundtable – November 2013 The Beryl Institute’s Regional Roundtable series remains a central component of our efforts to support and reinforce the power of connection, collaboration and sharing of ideas. These concepts are central to an effective community of practice and have been our commitment at the Institute

The Magic of Engagement: Inspired Leadership at All Levels

Unleash the power of enthusiastic, empowered frontline staff and to successfully recruit and engage your staff. 

How to Be a Powerhouse Change Agent for the Patient Experience

Learn how you can use your power and influence to engage others and advance the patient experience in your organization – in ways that are infectious and sustainable.

Bridging the Gap between Acute Care and Home

On the Road with Spaulding Cape Cod – June 2013 by Stacy Palmer Our June On the Road took me to the quaint and historic towns along Cape Cod, Massachusetts at the start of their summer season. Nestled within the scenic landscapes, near the beautiful East Coast beaches, lies Spaulding Cape Cod of the Spaulding

Using Levers to Deliver Consistently Exceptional Patient Experience

Understand a variety of levers available to multispecialty groups to improve performance related to patient experience and show how a compensation model was adjusted to emphasize patient satisfaction.

The Power of Community

On the Road at Patient Experience Conference 2013 – April 2013 by Jason A. Wolf At The Beryl Institute one of the first efforts we put in place, in conjunction with framing the definition of patient experience and establishing a patient experience grant program, was our On the Road series. The idea of this effort

A System Commitment to Improving Patient Experience

On the Road at the Dignity Health Patient Experience Summit – March 2013 by Jason A. Wolf Actions Do Speak Louder Than Words In my travels and conversations with healthcare leaders, I often “hear” how important patient experience is to their efforts. “Of course it is a focus of all we do,” one leader might

Improving Patients’ Experience through Culture Competence

Healthcare providers and professionals need to start developing cultural awareness and sensitivity. Cultural sensitivity begins with a recognition that there are differences between cultures.

The Definition of Patient Experience in Action

On the Road with Ochsner Health System – January 2013 by Jason A. Wolf My January On the Road led me to the banks of the Mississippi to Ochsner Health System in New Orleans. As I entered the lobby atrium to meet my host Patrice Vance, System VP of Quality and Safety, I was immediately

You Cannot Manage Perceptions in the Same Way You Manage Outcomes

Fred Lee, author of the best-selling healthcare book, If Disney Ran Your Hospital; 9 ½ Things You Would Do Differently, explores why outcomes are left-brain and perceptions are right-brain, and how it takes a different skill set to manage each.

Achieving Patient Experience Excellence through Cultural Transformation

MHHS needed to improve its patient experience by differentiating its cancer treatment services for breast, prostate, lung and colon cancer, increase the ratio of insured cancer patients, and position its services as number one for the treatment of routine cancers.

Exploring Bright Spots: Learning from the Nation’s Leaders in Providing Exceptional Patient Experiences

This motivating and educational session will leave attendees understanding how to investigate and learn from their own bright spots within their organization and charged with new ideas for creating a culture that cultivates exceptional patient experiences. 

Laying the Foundation for Patient Experience Success

On the Road with Faxton St. Luke’s Healthcare – October 2012 by Jason A. Wolf Our October On the Road took me to the rich, warm fall colors of central New York and Faxton St. Luke’s Healthcare in Utica. The occasion was more than just a visit as it was also part of Faxton St.

Creating and Sustaining a Culture of Service

This session explores the seven components necessary for a culture of service.

Creating Memorable Moments: A System Effort to Improve Patient Experience

On the Road with St. David’s Healthcare – August 2012 by Jason A. Wolf St. David’s Medical CenterOur August On the Road took us to the heart of Texas. While some might suggest my timing was off visiting in the heat of summer, it was the perfect time to experience the warmth and compassion exemplified

Doing What’s Right For Kids

On the Road with St. Louis Children’s Hospital – May 2012 by Jason A. Wolf Our May On the Road took me to the “Gateway to the West”, St. Louis, and specifically St. Louis Children’s Hospital. My host, Joanne Buttice, Director of Guest Services, planned a journey through the facility to engage with leaders, caregivers,

“I am the patient experience”

On the Road – Patient Experience Conference 2012 – April 2012 by Jason A. Wolf My On the Road for April is actually about the journey of almost 400 individuals from 4 continents who came together last week in the form of Patient Experience Conference 2012. This is not a story of speakers or sessions,

Integrating Patient Experience into Every Action

On the Road with Banner Health – February 2012 by Jason A. Wolf My February On the Road took me to Phoenix, Arizona on a crisp, sunny winter day in the Southwest. My visit was to Banner Health and their flagship hospital Banner Good Samaritan Medical Center. My host, Kelli Shepard, Director of Service Excellence/Patient

Dialogues on Improving Patient Experience: Collaborating to Drive Action

On the Road at our Inaugural Regional Roundtable – November 2011 by Jason A. Wolf The latest On the Road with The Beryl Institute takes a slightly different twist. Typically we spend time in one hospital or with a healthcare system learning about their patient experience journey in order to help others gain insight from

An Excellent Experience – Delivering on the Promise

Leave this session with tried and tested service improvement tactics, such as an overview of the development and delivery of an on-boarding program for all employees and a 90-day service academy. 

The Patient Experience Journey: From Warm Welcomes to Fond Farewells

On the Road with Inova Fair Oaks Hospital – August 2011 by Jason A. Wolf Our latest On the Road took us to Inova Fair Oaks Hospital (IFOH), just minutes from Washington, DC. With the cacophony and chaos inside the Capitol Beltway these days, the quiet and calm of IFOH played a stark contrast. After

A Change is Gonna Come… Creating the Foundation for Improving the Patient Experience

On the Road with Medical Center Arlington – May 2011 by Jason A. Wolf After an insightful visit to the health system in British Columbia, Canada and a hiatus for The Patient Experience Conference, we return with the story of a facility that represents a question posed and a situation faced by most healthcare organizations

Healing Humankind One Patient at a Time

On the Road with UCLA Health System – February 2011 by Jason A. Wolf From snow-bound delays in wintery Chicago, our February On the Road takes us to the hills of Los Angeles and UCLA Health System. The warm light of the cloudless California day seemed to set the stage for the shining example of

Weaving an Effective Patient Experience Strategy

On the Road with Rush University Medical Center – January 2011 by Jason A. Wolf In keeping tradition with our On the Road feature, both in time and distance, the journey this month led me to Rush University Medical Center in Chicago on an otherwise snowy and blustery Midwest day, I found myself immediately welcomed

Advancing Your Patient Experience Strategy by Strengthening Accountability

Explore the leader’s key roles in accountability and shares concrete tools you can use to move your employees to a higher level with clarity, courage, and conviction. 

Journey to a “Great Patient Experience”

On the Road with Memorial Health System – December 2010 by Jason A. Wolf Memorial Health System and Memorial Medical Center, located in Springfield, IL played host for our December On the Road. The story they shared was one of both vision and a journey of progress, one that is still in motion. It is

The Four Cornerstones of an Exceptional Patient Experience

As hospitals continue in their struggle to define and improve the patient experience, the role of a leader is key to providing the focus, accountability, engagement and commitment, which are central to establishing a successful patient experience. 

Coaching a Challenging Team Member

Identify different coaching and meeting styles, based on desired outcome, learn to deflect excuses and blame, while bringing the conversation back to the topic at hand.

Communicating with Compassion: Mind, Body and Spirit

Acquire tools to train staff and volunteers using non-verbal & verbal communication techniques that personalize care while maintaining healthy boundaries.

Developing Effective Volunteer Recruitment Strategies in these New Trends of Volunteerism

Define the different meanings of volunteer recruitment, provides comprehensive volunteer recruitment approaches and shares several strategies focused on results.

Empathy & Connection: Improving Leadership & Volunteer Success

Understand concepts of empathy and connection, what patients value in today’s new era of healthcare and how volunteers can meet those needs and how to lead with empathy and develop a volunteer program with empathy as a core concept.

Incorporating a Group Interview into Your Volunteer Program

Learn how to prepare for a group interview, conduct a group interview, identify non-verbal and behavioral characteristics of the interviewee, and more.

Patient Experience: Improving Volunteer Retention & Patient Care Delivery

Be equipped to improve volunteer retention by ensuring volunteers understand their role in the patient experience.

PUT ME IN, COACH: Coaching and Mentoring for Excellence

Learn why coaching and mentoring important to the success of their program, what the important keys for building mentoring and coaching skills are and how they can incorporate more coaching and mentoring into their relationships with employees and volunteers.

Simply Better Summer Gen Z Volunteers

Explore strategies to increase clinical and nonclinical department “buy-in” for high school student volunteers and explains what tools are necessary to create a more efficient and more meaningful experience for youth volunteers.

Volunteers Promoting Patient Experience Through Advisory Committees

Identify tools to promote volunteer engagement to leadership and board members. Recognize the policies and demonstrate how they are used by volunteers in patient experience initiatives. Analyze the impact of volunteer engagement in PX initiatives.

Why and How to Recruit Millennials and Gen Zs

Explore the importance of succession planning, how to effectively recruit a younger generation of volunteers and how to retain a generation that 60% of its 22-32 year olds have said to have changed jobs between 1-4 times in the last five years.

Youth Volunteers: Engaging, Educating and Empowering

Recognize the volunteer’s strength (ENGAGEMENT). Identify what departments are being successful. Construct activities (EDUCATION). Integrate everything you have learned. Execute the activities (EMPOWERMENT).

The Loving Spirit of Leadership: Sustaining the Well-being of Staff Through COVID-19

Discover how caring for the health and well-being of your staff can lead to improved relationships and sustained resilience. This case study is a testament to the power of “love” from leadership in caring for their team members. When caring for others becomes organic in organizational culture, positive outcomes result for patients and families.