Patient advocates bring knowledge to healthcare; they bring information, they bring comfort and understanding, they tackle tough issues, some painful, and work to resolve opportunities that elevate joy and hope.
We invite members of the Institute to join the Patient Advocacy Community to receive newsletters, notification of upcoming patient advocacy related events and to gain access to the Patient Advocacy Community discussion boards in PX Connect.
Part of the Institute's Community Council, the Patient Advocacy Workgroup is made up of individuals committed to engaging with one another, sharing ideas and expanding the engagement of Patient Advocate Leaders in The Beryl Institute community.
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The Ruth Ravich Award recognizes an individual for outstanding contributions, dedication, leadership and loyal service to fellow Patient Advocates.
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The Body of Knowledge (BOK) is a community-developed framework with 14 domains capturing knowledge central to the field of patient experience.
In the ever-evolving landscape of healthcare, patient relations play a crucial role in ensuring a positive patient experience. Effective complaint and grievance recording and reporting are fundamental components of this process, directly impacting patient satisfaction, trust, and overall care quality. Join the Patient Advocacy Community for an insightful discussion of effective practices for managing patient
Disruptive behavior undermines the relationships, communication, and teamwork needed to provide high-quality patient care. To promote a culture of safety, health care organizations must address the problem of behaviors that threaten the performance of the health care team. Join the Patient Advocacy Community for an opportunity to discuss disruptive behavior response plans. Connection Calls are
Service recovery involves identifying and rectifying instances where patients’ expectations or experiences fall short. Whether it’s a miscommunication, a mistake, or an unmet need, service recovery aims to turn negative experiences into positive ones, ultimately improving patient satisfaction and loyalty. Join the Patient Advocacy Community for an opportunity to discuss service recovery at the point
In this mini-webinar, Dr. Liza DiLeo Thomas, Medical Director of Patient and Provider Advocacy, shares Ochsner Health’s “Caring Communication” model for providers. Learn how physicians can create trusting relationships with patients and families by following the three Ws.
Wondering how to take your Patient Advocacy team to the next level? This webinar will walk through the advantages of having a physician champion working closely with your advocacy team. We will cover physician engagement, clinical oversight, quality review, and key concepts that make for a successful physician partnership. Presenters will share their journey of
Does your organization struggle with managing patient belongings? If so, join us for “Where are my things?”, an introduction to our latest publication highlighting best practices for safeguarding patient valuables and essential items in hospitals. This tutorial will provide you with a collection of tips and proven methods to apply in your organization to address
This webinar explores the impact of lost belongings on the patient, their families, and your organization. You will hear best practices for empowering and motivating your staff around the patient belongings process through awareness, education, recognition, and incentive programs. Key learnings will be shared about the See it! Say it! Save it! Program, launched in
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.
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
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 new process also provides an opportunity for patients to appeal decisions and responses from
Ann E. Doran, MHSM, MPA, CPHQ, CPHRM | Executive Director, Office of Patient Advocacy, Veterans Administration Kelly E. Holland, MHA, CPXP | Manager Patient/Family Experience, UVM Medical Center Robert Rahal, MPA, MCM | Patient Experience Officer, VA Central California Healthcare System Linda Van der Voort, MA, CPXP | Director, Patient Relations, Language and Disability Services,
This paper, written in collaboration with the Institute’s Patient Advocacy Council, examines how patient advocacy data – complaints and grievances – is used to improve patient experience in healthcare.
Through the voices of patient advocate contributors, this PX paper explores the important role that patient advocates, both organization-based and independent, play in supporting patients and caregivers.
This paper helps us understand the value of the role of patient advocates in healthcare.
UMass Memorial Medical Center transformed its grievance process to better respond to patient feedback by redesigning three key areas. Learn how building strong relationships with leadership, taking a proactive approach, and implementing “Standard Work” led to faster, more thorough responses, ultimately improving patient satisfaction and reducing response times.
This learning bite highlights an innovative approach to integrating patient experience education into a residency program at SUNY Upstate Medical University. Through “Rotation X,” residents engage in “The Voice of the Patient” sessions, gathering insights directly from patients to improve care. Learn how this initiative equips physicians with the skills, knowledge, and tools to enhance
Baylor Scott & White Medical Center faced a decline in patient experience scores, reaching the 50th percentile by 2022 due to inconsistent leader rounding and lack of focus on improvements. In 2024, the center revamped its rounding program by involving non-clinical and ancillary leaders, focusing on structure, support, and connections. This approach included protected time
Partnering a physician with patient advocacy can be a catalyst for cultural transformation, as seen at Ochsner Health. This innovative collaboration fostered transparency, enhanced communication, and strengthened trust between physicians and patient advocates. By valuing perspectives from both sides, the new partnership led to improved experiences for patients, families, and healthcare providers alike. Interested in
Knowing the backstory of a disruptive person’s journey to the hospital can help guide response plans when the patient acts out. “Know Before You Go” emphasizes the importance of understanding all the facts of a patient’s story before taking drastic measures to handle inappropriate behaviors. Learn the three things you can change in your processes
This learning bite brings to light the importance of understanding our patients’ barriers in healthcare. Learn how design thinking can be a tool to improve experience. Through the human-centered approach of design thinking, we can integrate the needs of the people into our processes and procedures that create more equitable experiences for those in our
Kim Pedersen, Administrative Director, Patient Relations, Marianjoy Rehabilitation Hospital, shares tactics to ensure clinical staff has the skills to provide an exceptional patient experience with respectfully setting appropriate boundaries. While it is important for healthcare providers to support and encourage patients and families to be active participants in their care, it is equally important care
As demand for home care increases at a rapid pace, it is important to understand what patients value most during the home care episode and what touchpoints have the biggest influence on the perception of experience. This research by Northwell Health At Home, supported by a grant from The Beryl Institute, offers a unique opportunity
By examining nurse manager accountability for patient experience measures, this study seeks a deeper understanding of nurse managers’ perceptions of patient experience measures and how these measures drive organizational communication behaviors. Funded through The Beryl Institute’s Grant Program for scholars, Lisa Huddleston, Ph.D., explores whether hospitals use patient experience scores as intended — to guide
This research study explores the impact of recreational art activities on the human experience of hospitalized patients. With funds awarded through The Beryl Institute’s Grant Program, University of Maryland St. Joseph Medical Center launched Heart Cart, a painting program for inpatients. Reaction to the initial pilot from cardiac surgery patients was so positive, the art
Identify common work environments and characteristics for individuals within the field of patient advocacy.
Barbara Lewis, founder of Joan’s Family Bill of Rights, explores Patient and Family Advisory Councils and their financial impact on hospitals.
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
By Katie Wyatt Are your healthcare providers struggling to demonstrate empathy? Are your patient satisfaction scores on the decline? After years of training healthcare professionals, I’ve learned that while some individuals may have a natural inclination toward empathy, anyone can cultivate this essential skill. In fact, it’s simpler than you might think. I’ve developed an
By Dr. Michael B. Pitt Professor of Pediatrics at the University of Minnesota | Co-Director of the Clear Clinical Communication Research Group Introduction As clinicians, none of us went into medicine to confuse people. Yet studies on our use of jargon – the technical terminology of a given group – reveal that we consistently do
By Typhany Morrison-Brooks I was born Madelyn Morrison without a middle name because my mother wanted me to have the space to choose one someday. I arrived a couple of months early, weighing just 4 pounds. They had already picked “Madelyn” for me, but as I lay in the incubator, I flipped myself over, earning
By Cathy Mixon Patient Relations Liaison M Health Fairview On behalf of the Lost Belongings Workgroup of the Patient Advocacy Community This PX blog is the second in a series that builds on the content from “Where Are My Things? Best Practices for Safeguarding Patient Belongings in Hospitals,” a handbook for those managing patient belongings
By Gabriel Bolivar, Maui Health and Hope Ursy, Wellstar MCG Health On behalf of the Lost Belongings Workgroup of the Patient Advocacy Community This PX blog is the first of a series to build on the content from “Where Are My Things? Best Practices for Safeguarding Patient Belongings in Hospitals,” a handbook for those managing
By Kelly Gibbons MSN, RN Rounding is a well-established practice in healthcare, known for significantly improving patient experience scores, reducing safety incidents, and enhancing caregiver satisfaction. But how can patient advocacy teams integrate into the rounding process to benefit not only the patient experience but the caregiver experience at the same time? Many patient advocacy
As a caregiver, my first concern is my loved one, and, at the same time, I am very aware of the stress, anxiety, and burnout of our wonderful providers. This is why The Beryl Institute is focused on “elevating the human experience in healthcare.” We must consider the wellbeing of everyone. Art is one way