Culture & Leadership

Engaging rural residents in patient-centered health care research

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Culture & Leadership | Staff & Provider Engagement

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
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Culture & Leadership | Quality & Clinical Excellence

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
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Culture & Leadership | Infrastructure & Governance

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
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