BOK Courses - The Beryl Institute

On-Demand PXLearning Library

The Beryl Institute’s On-Demand PXLearning Library offers a comprehensive collection of 15 courses that build your foundation in experience excellence. The interactive courses, aligned to the Patient Experience Body of Knowledge, are relevant to all skill levels and roles within the field of patient experience.

Key Benefits:

Self-paced and convenient learning available 24/7/365
Courses can be completed in 60-90 minutes
Approved for Patient Experience Continuing Education Credit (PXE)
Access for 3 months allows you to boost your skills at your pace

Explore the Course Library

Eligible for 1 Patient Experience Continuing Education Credit (PXEs)

The Experience Movement

Excellence in healthcare experience is a continued priority for many reasons. In this course, we will look at the history of the experience movement to address patient rights, patient advocacy and overall patient experience as well as explore foundational elements of elevating the human experience in healthcare today and in the years ahead.

Learning Objectives

Explore the history of the patient experience movement
Describe foundational elements of elevating the human experience in healthcare
Discuss a vision for the future reflecting on the insights of a global community of patients, family members, care partners and healthcare professionals

Eligible for 1.5 Patient Experience Continuing Education Credits (PXEs)

Coaching for Experience Excellence

This course will explore what coaching is, including a clear definition of coaching endorsed by an accredited body, and the associated competencies in bringing coaching forward as a means toward productive change.

Learning Objectives

Define what coaching is and isn’t and why it is important as a means toward achieving exceptional human experiences
Identify key elements of a coaching practice, highlighting evidenced-based coaching competencies
Introduce the GROW model, a coaching framework for maximizing patient experience performance
Identify the benefits of coaching - individually and organizationally - and its relationship to employee engagement and experience excellence
Outline organizational and leader expectations necessary to cultivate a coaching culture

Eligible for 1.5 Patient Experience Continuing Education Credits (PXEs)

Communication for Healthcare Excellence

This course will explore the critical role communication plays in healthcare experiences including the delivery of compassionate, high quality safe care and recommendations in sustaining a strategic focus on your experience efforts.

Learning Objectives

Describe the vital role interpersonal communication plays in the overall human experience in healthcare
Explore strategies to communicate empathy and compassion
Examine communication methods and techniques which enhance healthcare interactions and encounters
Review communication strategies to build awareness, create excitement, motivate action and strengthen alignment in your experience efforts

Eligible for 1 Patient Experience Continuing Education Credit (PXEs)

Cultural Awareness, Humility and Competency

This course is designed to deliver a basic understanding of the diverse populations we serve, the impact of raising our own cultural awareness; learning to practice cultural humility; becoming aware of our interpersonal biases and how to mitigate them; and strategies and practices for implementing inclusive leadership.

Learning Objectives

Define diversity, inclusion and equity in healthcare
Raise awareness of interpersonal biases and the impact on our interactions in healthcare
Apply conscious awareness and cultural humility into practice to enhance the patient experience
Recognize and mitigate structural racism and other inequities to decrease health disparities
Apply the three basic principles of inclusion in your leadership practice
Gain resources for further learning and development in inclusive leadership

Eligible for 1.5 Patient Experience Continuing Education Credits (PXEs)

Employee Engagement and Wellbeing

In this course you will learn the key characteristics and benefits of an engaged workforce, the cultural elements that fosters engagement, the evolution in thought of staff wellbeing and proven practice strategies to foster ongoing employee engagement.

Learning Objectives

Define Employee Engagement
Identify three organizational benefits of having a highly engaged workforce
Explore the cultural elements that contribute to high performing teams
Examine the evolution in thought of staff and clinician wellbeing
Describe proven practices effective in fostering employee engagement

Eligible for 1 Patient Experience Continuing Education Credit (PXEs)

Experience-Based Design

In this course you will learn approaches to capturing the “lived experience” through various mechanisms such as observations, interviews and emotional journey mapping. You will also explore multiple models for co-design which place a focus on generating solutions based on the most urgent priorities which leads to more sustainable improvement over time.

Learning Objectives

Identify how organizations use “lived experience” to drive improvement
Describe the concepts and basic approaches of experience design
Investigate four steps in operationalizing experience design
Create a plan in which you incorporate experience design strategies into improvement work at your organization

Eligible for 1 Patient Experience Continuing Education Credit (PXEs)

Healing Environment and Hospitality

This course will review the role of the built environment in supporting the delivery of care and the perception of experience in a healthcare setting. We will share recommendations from evidence-based environmental design thinking and best practices from the hospitality industry.

Learning Objectives

Understand the elements of hospitality that impact the healthcare experience
Identify environmental stressors that can influence care experiences
Identify four proven practices from the hospitality industry that can benefit healthcare
Apply human-centered design techniques in assessing the environment to improve experiences for those who deliver and receive care
Understand environmental realities with disaster and pandemic preparedness

Eligible for 1 Patient Experience Continuing Education Credit (PXEs)

Leadership in Healthcare Experience

In this course, you will deepen your appreciation of the essential role of leadership in achieving excellence in healthcare experience. You will hear from healthcare leaders share their proven practices in establishing a vision for, cultivating a culture to support, and elevating a commitment in the human experience in healthcare.

Learning Objectives

Shape a vision and culture committed to experience excellence
Effectively partner with senior leaders to establish commitment and alignment in your experience efforts
Outline the components of a strategic plan aligned to your experience efforts
Explore the impact of leading compassionately

Eligible for 1.5 Patient Experience Continuing Education Credits (PXEs)

Metrics and Measurement

In this course you will learn how to understand, interpret and analyze data in ways that are both meaningful and purposeful to your organization. In addition, you will be invited to explore the future of experience measurement.

Learning Objectives

Define and describe research methodology and how it applies to the patient experience
Define data and describe the multiple ways data can be used and misused
Describe ethical handling of data
Use data to analyze and interpret the effectiveness of patient experience improvements
Explore the future of measurement

Eligible for 1.5 Patient Experience Continuing Education Credits (PXEs)

Organizational Effectiveness

You will learn methods to assess organizational readiness and key considerations that lead to the effective implementation and sustainability of those experience improvement plans.

Learning Objectives

Explore the dynamics of organizational change
Describe proven principles effective leaders rely on to successfully navigate change efforts
Examine core concepts of improvement science
Compare and contrast continuous improvement methodology to achieve meaningful healthcare experience outcomes

Eligible for 1 Patient Experience Continuing Education Credit (PXEs)

Partnerships in Care

Building trusting and effective partnerships is critical in providing excellence in patient care, clinical outcomes, and the overall human experience in healthcare. Learn how to identify, establish, and sustain effective partnerships with the many members of a patent’s/resident’s care team.

Learning Objectives

Recognize the positive impact effective care team relationships have on the overall healthcare experience
Define and activate care team partnerships, that best meet the patient’s care needs and preferences
Apply strategies that promote effective care team partnerships
Explore approaches that support the care team well-being

Eligible for 1.5 Patient Experience Continuing Education Credits (PXEs)

Patient Advocate Skills

In this introductory course, you will learn the important role of the patient advocate and explore best practices in the effective management of complaint and grievances.

Learning Objectives

Explain the foundation of being an effective patient advocate
Define data and describe the multiple ways data can be used and misused
Discover the ways in which patient advocates can expand their reach to impact experience across the organization
Test acquired knowledge through real-life patient advocate scenario quizzes and a final knowledge test

Eligible for 1.5 Patient Experience Continuing Education Credits (PXEs)

Patient and Family Centeredness

In this course, you will learn the core concepts of patient and family-centered care and explore approaches for advancing patient and family centeredness at the direct care and organizational levels. You will also create a plan that supports your organization’s efforts to be more patient and family centered.

Learning Objectives

Define Patient- and Family-Centered Care and its core concepts
Describe how patient and family centeredness impacts the patient experience
Explore approaches to advance patient and family centeredness at the direct care level
Differentiate strategies to engage patients and families at the organizational level to advance patient and family centeredness
Create a plan that supports your organization’s efforts to be more patient- and family-centered

Eligible for 1.5 Patient Experience Continuing Education Credits (PXEs)

Service Recovery and Complaint Resolution

This course on Service Recovery will get to the heart of the issue, exploring the importance of effective service recovery and how your organization can benefit by demonstrating a sincere commitment to making things right when service fails in the eyes of patients and families.

Learning Objectives

Illustrate the benefits of a dedicated service recovery program
Define the critical components of service recovery
Identify service breakdowns and describe tools for managing them
Describe five service recovery frameworks that will help restore patient confidence
Identify proactive strategies that can be utilized to reduce the potential for complaints

Eligible for 1 Patient Experience Continuing Education Credit (PXEs)

Technology Application

In this course, you will explore the range of technology that can influence the human experience in healthcare and explore how to best integrate technology solutions to enhance the delivery of care and healthcare operations (systems, processes and behaviors).

Learning Objectives

Explore the role of technology in elevating the Human Experience in healthcare
Integrate the use of technology within the Patient Experience Journey (life cycle)
Identify key considerations to mitigate the challenges and roadblocks when implementing a technology solution
Implement proven practices in technology identification, planning and use

For additional questions, contact the Institute at 1.866.488.2379 or send an email to pxlearning@theberylinstitute.org.

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