Headliner Webinar – 2pm ET / 1pm CT / 12pm MT / 11am PT – 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,
2pm ET / 1pm CT / 12pm MT / 11am PT – 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
2pm ET / 1pm CT / 12pm MT / 11am PT – 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
2pm ET / 1pm CT / 12pm MT / 11am PT – 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
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
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
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
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.
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
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
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
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
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, 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
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 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
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
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
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
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
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.
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.
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
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
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
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.
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,
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
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
Becky Reisinger, Senior Director, Learning & Professional Development, The Beryl Institute Healthcare organizations are revitalizing efforts to improve patient and workforce experience. Now is the time to take your professional development to the next level. Join this informational webinar to learn about The Beryl Institute’s Certificate Programs and the Fellow in Human Experience.
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?
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
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
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.
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
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
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
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
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
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.
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.
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
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.
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
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. 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
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.
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.
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
Understand how leaders can look at safety events through different lenses to support individual well-being by recognizing a shame response.
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.
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.
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
Learn how to strengthen LGBTQIA+ inclusion, and how to better meet the needs of diverse and underrepresented populations in healthcare.
Hear tips for ensuring your team is engaged with leadership rounding.
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
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
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
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.
Explore how bedside staff continue to suffer and need supportive intervention to ensure their physical and emotional wellness are preserved.
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.
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.
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
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)
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.
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
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
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,
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.
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
Learn how SCL Health designed, implemented, and optimized Practicing Excellence’s Ambulatory Patient Experience (APX) Program to significantly improve Care Provider scores for 70% of their clinicians.
Learn about tools and resources to assess your progress and support your journey to transform the human experience in healthcare.
The Ministry of Health Saudi Arabia Patient Experience Measurement Program.
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
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
A look back on 2021.
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
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
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.
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.
Join three powerful women who have become leaders in this male dominated field.
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,
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.
Explore the third aim in the Governance & Leadership segment of The New Existence: Transform Healthcare in Collaboration with Diverse Voices.
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.
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.
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.
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?
This report shares operational priorities and how people are executing on patient experience in their organizations.
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
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 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
Discover proactive steps to become culturally sensitive and advocate for minority colleagues or friends, and, even more so, protect minority patients.
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.
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.”
Learn about developing a strategy, creating an impactful team, building relationships with key players, and linkages to PFAC’s and frontline staff.
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.
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.
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
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.
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
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.
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.
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.
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.
Review the mindset and behaviors necessary to effectively address professional or personal barriers.
Learn how to embrace occasional failures as a way to improve leadership and program effectiveness.
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.
Learn the key strategies that will create positive outcomes for you and for others, now and in the future.
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.
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 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 (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.
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.
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.
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.
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.
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.
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.
Bonnie Barnes, FAAN, Co-founder, Chief Executive Officer with The DAISY Foundation, shares how you can ensure meaningful recognition is embedded in your culture.
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.
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.
How do we begin to think ahead to rebuilding together?
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.
Gain a roadmap for building towards a practice of respect that is transferable to other health care settings.
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.
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.
Utilizing point of care feedback software to advance improvement efforts.
Review strategies for designing the simulation program including proper debriefing techniques, and review implementation “lessons learned.”
Delivering equitable care is essential to the patient experience.
Learn how patient experience champions and strategists can launch an irrefutable case for pursuing compassionate communication as a breakthrough objective.
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.
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,
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.
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.
Leaders at New York Presbyterian discuss how they have worked to re-humanize healthcare through a strategic and committed focus on experience.
A nurse executive’s unique perspective on how to balance patient-centric practices with realistic expectations and boundaries.
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.
Instilling a culture of listening to elevate patient experience.
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.
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.
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.
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.
See healthcare through the eyes of sickle cell patient, Cheslie Johnson, and understand the need for discomfort and honesty from Dr. Ron Wyatt.
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.
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.
Explore the meaning of microaggression with D’Anna Holmes, the mother of a medically complex child.
Explore what we mean by inequity in healthcare from Dr. Ron Wyatt. Hear what it feels like from patient, Cathy Arsenault
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.
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 if the drive comes more from a spiritual belief system rather than regulation?
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.
Providig clearer explanation of diagnosis and treatment reduces patient fear and anxiety.
Improving on the Culture of C.A.R.E.
Explore the impact of unconscious bias, and its effects on behaviors, interactions, and decisions across socioeconomic classes.
How do we ensure our systems can deliver on the human need to feel helped, cared for and understood?
Using leadership rounding to address the needs of post-partum mothers.
Hear lessons learned during the transformative journey to an evidence-based culture using patient experience and employee engagement scores as benchmarks for success.
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 dives into the exploration of the opportunity to move healthcare away from simply a focus on error reduction to a focus on care expansion.
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.
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.
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.
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.
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
Northwell Health takes a hospitality approach to 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.
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.
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.
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,
n our quest to find a solution to connect our operation to patient experience we implemented leadership rounds.
Learn first-hand how to engage leaders and the front line to hard wire and sustain a patient experience culture at the 90%tile.
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.
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.
Gain relevant understanding on how personal and system level awareness and accountability for biases can improve organization-wide performance and ultimately, the patient experience.
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.
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.
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
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 NICU experience, for most families, begins with an incredible amount of new information, spoken in what seems like a coded language
Raise awareness of cultural factors and beliefs that impact cultural competence in terms of how we provide care to patients.
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.
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
Utilizing our biggest asset: our people.
Learn how the simple act of fulfilling a promise can transform relationships, and every individual’s experience.
Learn how a culture transformed with measurable outcomes in decreased wait times, revised care processes, reduced complaints and program redesign with cost savings.
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.
How a PFAC co-designed Standford’s Cancer Center South Bay
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,
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
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
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.
Hear leadership, practicioner and patient perspectives.
How do Patient Experience Leaders and CEOs appropriately challenge and engage C-Suite to place patient experience at the top of their priority list?
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.
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.
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.
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.
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.
Explore ways to reduce misunderstandings that stem from linguistic, cultural and systemic difference and dissimilar expectations between patients and their providers.
Hear leadership, practicioner and patient perspectives.