Culture and Leadership Resources

Moments That Shape Culture: Celebrating Experiences that Foster Belonging, Trust, and Joy

Published October 8, 2026

11:00 AM PT / 2:00 PM ET / 7:00 PM London – Join this webinar to explore how small, intentional moments can drive cultural change in ambulatory care. Using the Power of Moments framework, Kaiser Permanente Orange County engaged frontline teams and physician leaders to design meaningful experiences that celebrate belonging, trust and joy. Participants

Building Trust Through Centering Patient Experience

Published October 2, 2026

Complimentary Headliner – 11:00 AM PT / 02:00 PM ET / 07:00 PM London – Public trust in healthcare, public health, and biomedical innovation has reached a historic low. While many attribute this shift to the COVID-19 pandemic and social media, distrust is a deeply rooted structural challenge with centuries of history. It is driven

From Asking to Action: Bringing What Matters to You to Life

Published September 28, 2026

In this episode of the What Matters To You (WMTY) podcast series, Jen Rogers and Karen Turner from the WMTY Convening Team share their experiences with Kiia Lappalainen about how they have turned “What matters to you?” from a simple question into meaningful action across healthcare organizations. The duo shares how listening to patients, families,

Never More Hopeful: Transforming Healthcare Through Culture and Connection

Published September 16, 2026

In this episode, Jason Wolf talks with Shella Southern, Chief Patient Experience Officer at OU Health, who shares a deeply personal and organizational journey that has shaped her perspective on human experience. From experiencing healthcare as a grieving family member to helping lead a systemwide culture transformation, she explores how listening, caring for the workforce,

Leading with Courage and Curiosity: Advancing HX Across Complex Healthcare Systems:

Published August 31, 2026

In this episode of Leading the Conversation, Jason Wolf sits down with Lai Yee Soh, Group Chief Patient Officer at Singapore’s National University Health System, to explore what it takes to advance human experience across complex healthcare systems. They discuss the power of collaboration, shared ownership, patient and family partnership, and learning across organizational and

Compassion and Empathy as a Strategic Intent

Published August 11, 2026

Complimentary – Compassion and empathy, often treated as optional “soft skills” in healthcare, are recast as essential strategic capabilities that shape how care is designed, delivered, and led. Drawing from neuroscience, psychology, organizational science, and lived experience, we will discuss how empathy is a perceptual skill and compassion is empathy in action; both are measurable,

What Matters to You: Reorienting Healthcare Around Humanity, Hope, and Connection

Published August 10, 2026

In this episode, Jason Wolf sits down with guests Anders Vege and Shaun Maher, members of WMTY.world’s Convening Team. The guests reflect on their journeys from nursing and quality improvement to leadership in the global “What Matters to You?” movement. Through moving personal stories about patients, families, and their own parents, they demonstrate how understanding

“But What About Me?”, A Structural Redesign for Cascading Trust into an Integrated Culture of Care

Published August 6, 2026

In healthcare, patient experience (PX) and employee experience (EX) are often managed as separate priorities despite their interdependence. This article presents a case study from NYC Health + Hospitals/Community Care, a 250-person safety-net division providing home-based services across New York City. In response to frontline staff repeatedly asking, “But what about me?” when offered PX

Building a Culture of Trust: Engaging Teams with Targeted Tactics for Meaningful Improvement in Patient Experience

Published August 6, 2026

Rising financial pressures and the need to revitalize culture prompted a renewed emphasis on patient experience at Billings Clinic. This case study describes the impact of redefining patient experience as a measure of trust and a set of care processes. It presents an alternative to the more traditional view of patient experience as an outcome

Compassion Connected Communication

Published June 18, 2026

Compassion is a critical driver of patient experience, staff well-being, and trust. Grounded in emotional intelligence, this presentation explores compassion as a learnable skill that is expressed through observable behaviors, especially in moments when emotions escalate or dignity is threatened. Participants will examine the differences between sympathy, empathy, and compassion; consider how self-awareness and emotional

Little Stories with Big Impact: Where Healthcare Integration Comes to Life

Published July 2, 2026

Little Stories with Big Impact is the companion storybook to our white paper, The Sum of All Interactions: Advancing Human Experience through an Integrated Ecosystem. Through 29 real stories shared by healthcare organizations from The Beryl Institute community, it brings the principles of an integrated ecosystem to life, illustrating how collaboration, communication, partnership, and compassion

What Matters Most: Advancing Human-Centered Care Through a Simple Question

Published July 6, 2026

In this episode, host Kiia Lappalainen sits down with Claire Snyman and Angela DeVanney of What Matters to You World to explore how one simple question—“What matters to you?”—can transform healthcare experiences. Drawing on both professional and personal perspectives, they share powerful stories illustrating how understanding what matters most to patients leads to more personalized

When Communication Is Safety: Why Testing Bilingual Staff Matters

Published June 15, 2026

What happens when bilingual staff speak with patients in another language, but their medical language skills have never been validated? In this Learning Bite, Rebecca Ruckno of Geisinger Health System shares how the organization partnered with LanguageLine Solutions to implement a systemwide bilingual proficiency testing program that ensures accurate clinical communication and supports regulatory compliance.

Change Leadership: Five Tactics to Make Best Practices Stick

Published June 11, 2026

Complimentary – Change in healthcare is inevitable – and often challenging. Yet it’s essential for sustaining the patient experience behaviors and practices that matter most to patients and for bringing meaning and joy to the work of healthcare professionals. Change feels even harder when patient experience best practices fall short because real world circumstances and

Reflections on “What Matters”

Published June 2, 2026

Complimentary – Learn how the “What Matters to You?” movement began in Scotland and how 14 years of asking this powerful question has influenced person-centered care around the world. Through practical examples and lessons learned, this webinar explores ways to strengthen partnerships, support shared decision-making, and ensure care is guided by what matters most to

What Matters Most: A Conversation with Maureen Bisognano

Published June 1, 2026

In this special What Matters to You episode of To Care Is Human: Leading the Conversation, Jason Wolf sits down with healthcare pioneer Maureen Bisognano to explore the question that sparked a global movement: “What matters to you?” Drawing on personal stories as a nurse advocating for critically ill patients to the moments that shaped

Planting a Seed in Hostile Soil: Reclaiming Humanity in Healthcare

Published May 18, 2026

In this episode of To Care is Human, Victor Montori, M.D., joins Jason Wolf for a thought-provoking conversation on the humanity of healthcare. Together, they explore how healthcare has become increasingly industrialized, why human connection and curiosity matter in care, and what it will take to create a future grounded in “careful and kind care

Breaking Down Silos to Recruit, Retain, and Reignite Volunteer Engagement

Published February 16, 2026

Let’s face it – SILOs (Separate Interests with Limited Outcomes) are holding us back. In our teams. In our systems. In our communities. But what if you had the tools to break down those barriers and build bridges that spark real, lasting connection? Join this webinar to explore practical strategies for breaking down silos and

From Patient to Nurse Leader: How a Childhood Hospital Stay Shaped a Career

Published May 1, 2026

In this episode, Jason Wolf sits down with Jerry Mansfield, Vice President and System Chief Nursing Officer at University of Texas Medical Branch, who shares how a simple yet powerful bedside interaction during his childhood hospitalization shaped his path into nursing and leadership. Through that early experience and moment as a patient, he reflects on

Coming Home to Patient Experience

Published March 27, 2026

Christopher Gomez Customer Experience Coordinator University of Texas, MD Anderson Cancer Center Some people discover their purpose by accident, but others feel it long before they can name it. I grew up caring for my grandparents, never realizing those small moments of compassion would shape my entire career. Years later, after accompanying loved ones through

The Sum of All Interactions: Advancing Human Experience through an Integrated Ecosystem

Published March 25, 2026

Healthcare experience is not owned by one role or team—it’s an ecosystem. The Sum of All Interactions: Advancing Human Experience through an Integrated Ecosystem shows how organizations can move beyond silos by aligning efforts, embedding experience into strategy, and adapting to real-world complexity—driving stronger outcomes, trust, and workforce engagement through intentional integration. Companion Storybook Little

Reigniting Frontline Culture Through Service Behaviors

Published March 10, 2026

Discover a proven framework for building a positive, patient-centered culture through standardized service behaviors. This webinar offers interactive strategies – role play, video modeling, and recognition planning – to engage teams in consistency and compassion. Join this webinar to learn how this approach boosted patient experience ratings and courtesy scores while strengthening leadership and team

“Leap, and a Net Will Appear”: Leading Teams into the Unknown

Published March 2, 2026

In this episode, Jason Wolf sits down with Laura Wood, Executive Vice President of Patient Care Operations and System Chief Nurse Executive at Boston Children’s Hospital. As a nurse leader, Dr. Wood shares what it takes to lead the nursing operations of one of the world’s top-ranked pediatric hospitals while keeping the human experience at

Pennsylvania Hospital Brings Service Recovery to the Bedside: How CipherRounds Helped Leaders Catch Issues Early, Reduce Complaints, and Improve Experience

Published February 24, 2026

Pennsylvania Hospital faced a common challenge in patient experience: feedback arrived after discharge, when it was too late to address concerns that shaped how patients remembered their stay. By bringing service recovery to the bedside through CipherRounds, leaders were able to identify and resolve issues in real time. Brought to you by:

Bridging Industries: The Influence of Hospitality-Driven Internships on Healthcare Service Delivery

Published February 2, 2026

Northwell Health is reimagining healthcare experience through a hospitality-driven, customer-obsessed approach. This case study highlights how strategic leadership and the Hospitality in Healthcare Internship Program are shaping a more human-centered, trust-building experience for patients and families.

Inclusive Perspectives: Diversifying Patient and Family Advisory Councils

Published December 4, 2025

Understanding that diversity and inclusivity within Patient and Family Advisory Councils (PFACs) are crucial for addressing the evolving needs of the community, Inova redesigned its advisor recruitment and engagement strategy. Initially met with resistance from some long-term PFAC advisors, Inova’s new approaches—including the introduction of term limits, revamped recruitment efforts, enhanced cross-generational digital presence, and

Embracing Change: From Equity and Inclusion to Access and Belonging

Published December 1, 2025

Names matter. They shape perceptions, set the tone for our work, and reflect our values and intentions. The Beryl Institute’s  Declaration for Human Experience invites members to set a clear and on-going commitment to dismantle systemic racism and prejudice, tackle disparities, and provide the highest-quality, most equitable care possible. In response to recent developments in

Breaking Down Communication Barriers in Emergency Patient Experience

Published November 13, 2025

Complimentary – Emergency departments face unique challenges in delivering exceptional patient experiences. Unlike inpatient settings where time allows for relationship-building, the ER operates in a high-pressure, fast-paced environment where communication gaps directly impact clinical outcomes and patient satisfaction. This webinar explores the fundamental obstacles to effective ER communication and presents practical, technology-enabled solutions that are transforming

Enhancing Provider Communication with the CURO Conversations Model

Published November 4, 2025

Effective communication is vital for exceptional patient care, relying on providers’ integration of communication models into their daily practice. At Cone Health, we’ve embedded the CURO Conversations Model—Connect, Understand, Reveal/Relate, and Outcomes—into our culture since 2017, championed by Dr. Donald Wickline and the Patient Experience team. New providers undergo comprehensive orientation, receive CE credits, and

Ambulatory Care Community Connection Call – Rounding Best Practices

Published October 29, 2025

While rounding is a well-established practice in acute care, ambulatory leaders continue to voice the need for similar approaches in outpatient settings. Rounding, whether with patients, staff, or both, can play a vital role in improving communication, engagement, and overall experience. Join the Ambulatory Care Community for a conversation on current rounding practices in ambulatory

National Human Experience Movement Led by SOBREXP in Brazil

Published October 28, 2025

Complimentary – Discover the inspiring journey of Brazil’s National Movement in Human Experience, led by SOBREXP, the Brazilian Society of Patient Experience and Person Centered Care. Learn about the timeline, strategies, challenges, and key achievements that have shaped this groundbreaking effort to elevate the human experience. Speakers: • Carla Ledo, RN, MBA, CPXP | President,

Brand YOU: Aligning Values to Build a Brand of Engagement & Strength

Published October 27, 2025

When Vidant Health rebranded to ECU Health, maintaining patient trust and team engagement was critical. This PXLB explores how ECU Health used patient insights and the Brand YOU program to align employees with the new identity—reinforcing trust, loyalty, and a shared commitment to care.

Making Healthcare Simple: Data, Access, and the Power of Patient Stories with Kristen Valdes

Published October 6, 2025

In this PX Marketplace edition of To Care is Human, Stacy Palmer speaks with Kristen Valdes, CEO of b.well, about her personal journey as a mother advocating for her daughter and how it inspired a mission to simplify healthcare. Kristen shares insights on patient rights, data transparency, and the future of digital access, highlighting how

Shaping the Future of Human Experience with Tyler Gegen

Published September 29, 2025

Jason Wolf sits down with Tyler Gegen to discuss his intentional path into patient experience leadership. Tyler shares how curiosity, relationships, and a focus on humanity continue to shape his work and the future of healthcare.

ONE Sutter Experience of Care, a 3-Step Communication Standard

Published September 25, 2025

Sutter Health’s vision for Destination 2030 includes the ONE Sutter Experience of Care, a communication standard with three simple steps: Warm Welcome, Narration of Care/Service, and Fond Farewell. This approach ensures every person feels seen, heard, and connected throughout their care journey. Speakers • Carole Adell, MHROD | Director, Experience of Care, Sutter Health •

No Time to be Timid: Making the Financial Case for PX professionals

Published September 22, 2025

J.R. Labbe, CEC  Co-Founder, CCO, Executive Coach  CSE Leadership, LLC  Nicole Kirchhoffer DNP, MS, RN, CEN, CPXP, FPCC, NEA-BC  Patient Experience Officer / Assistant Vice President  Maimonides Medical Center  Lara Burnside, MHA, CEC  Co-Founder, CXO, Executive Coach  CSE Leadership  A July 2025 article by Kristin Kuchno, published by Becker’s Hospital Review, targets Chief Experience Officers as being

Pulse Check: Perspectives on Human Experience

Published September 19, 2025

Complimentary – This 30-minute session will explore key headlines from the most recent PX Pulse report and findings from the State of Human Experience 2025 study. Participants will engage in discussion on consumer perspectives on the current state of healthcare, review the biggest trends in human experience, and reflect on how these insights will impact both

ED Patient Loyalty Scores Nearly Double Through an Innovative Patient Navigator Role

Published September 11, 2025

The ED clinical patient navigator (PN) role addresses experience gaps related to wait times, communication, teamwork, and personalized care during visits. By creating a patient experience value stream map, we identified the need for the PN role, focusing on patients at risk for negative experiences. The PN customizes interventions and ensures patients understand their care

Crafting a Patient Experience Program While Commissioning a Hospital

Published September 4, 2025

Complimentary – Whether you’re building from the ground up or refreshing your current approach, join this webinar for practical guidance for making patient experience an integral part of your organizational culture. Embedding patient experience into organizational strategy is essential for delivering meaningful, lasting impact, especially when commissioning a new hospital. In this webinar, you’ll hear

Executive Perspectives: Why a Strategic Commitment to Human Experience is a Must

Published September 4, 2025

In this paper, healthcare executives from across the globe share their insights, struggles, and successes in leading with compassion, equity, and connection. Their stories affirm that human experience is not a side initiative—it is the very foundation of healthcare and a strategic imperative for every organization. Inside you’ll find: Data from executives on their top

Leading with Love: Edison Bond on Advocacy, Resilience, and the Future of Human Experience in Healthcare

Published August 29, 2025

Jason Wolf sits down with Edison Bond, Chief Patient Experience Officer at Episcopal Health Services, to explore his inspiring journey in patient advocacy and leadership. From personal stories of resilience to insights on love, equity, and community in healthcare, Edison shares a powerful perspective on what it truly means to elevate the human experience.

A System-Wide Transformation in Human Experience at NSW Health

Published June 4, 2025

Complimentary – Join Anne Marie Hadley, Chief eXperience Officer at NSW Health, for an inspiring conversation. Four years ago, we set out on a bold journey with consumers, carers, families, staff and volunteers to co-create Elevating the Human Experience, a unifying vision that placed kindness, dignity, and compassion at the heart of healthcare across NSW

Holding space: An effective intervention for when hope wanes

Published November 6, 2025

Holding space is a person-centered, non-judgmental approach to working with clients. This approach goes beyond listening to client concerns; it entails deep listening and being present, developing trust with clients, and helping them connect goals with values. Within this brief account, the concept of holding space is described. What it is and is not is

Understanding Patient Experiences: A Qualitative Study on Communication and Cultural Competence in Multiple Sclerosis Care

Published August 8, 2025

Objective: Effective communication is crucial in multiple sclerosis (MS) care, influencing patient satisfaction, self-management, and health outcomes. This study explores the experiences of people with MS (PwMS) regarding communication with healthcare providers and between providers within healthcare systems. Methods: This qualitative study analyzed open-ended responses from 590 participants in a national cross-sectional survey. Thematic content analysis was conducted

We Are Not THERE Yet! Why the Journey for Experience Excellence Must Persist

Published December 2, 2025

I am concerned, that many in healthcare think they have gotten to a “THERE” in experience excellence. That the survey scores they received are good enough, that the outcomes they are achieving reflect what they sought to accomplish. And with this in the face of today’s tumultuous healthcare landscape, decisions are being made to sustain

Improving Interpreter Services Documentation for Equitable LEP Care

Published July 22, 2025

Patients with Limited English Proficiency (LEP) face significant barriers to accessing quality healthcare, leading to disparities in outcomes. Utilizing qualified medical interpreters is essential for bridging these gaps, yet systematic integration of interpreter services remains a challenge for many healthcare organizations. This webinar highlights the journey of an academic health system in New England that

PX Champions: Improving our Impact by Broadening our Reach

Published July 4, 2025

How can we ingrain patient experience into our organization’s culture? This is the question our team pondered as we developed the 2024 strategy for our medical group. At that time, patient experience (PX) was something teams focused on, but mostly when scores were low. It was our goal for PX to be a foundation from

Developing Multidisciplinary Committees for Patient Experience Effectiveness

Published June 26, 2025

This webinar explores how to move beyond recognizing the value of patient experience to embedding patient- and family-centered care into organizational culture. Learn how Patient Experience Committees, including a successful Cleanliness Committee, have driven improvements in HCAHPS scores, engagement, and collaboration. Discover strategies for structuring a Patient Experience Steering Committee with multidisciplinary subcommittees aligned to

Aligning Experience to Drive Scalable, Sustainable Change

Published June 10, 2025

Complimentary – In today’s complex healthcare landscape, turning insights into meaningful action is critical. This webinar explores how experience alignment tools like journey maps, service blueprints, and prioritization frameworks can uncover hidden risks, align diverse stakeholders, and spark lasting transformation. Attendees will learn how these tools connect clinical, operational, and digital touchpoints, creating a clear,

The “What Matters to You” Movement: Fostering Sustainable Change in Healthcare

Published June 3, 2025

Complimentary – Are you curious about how to ignite a movement within your organization that enhances care quality and workforce well-being and delivers a return on investment? Inspired by the global What Matters to You (WMTY) movement, this webinar will showcase successful improvement initiatives that have led to better quality outcomes, increased joy in work,

Experience Management Everywhere

Published May 15, 2025

Complimentary – The healthcare industry continues to evolve. Patient expectations evolve along with it. Patient Experience (PX) teams must evolve as well to address current challenges and proactively position themselves for continued impact. To remain relevant and impactful, next-generation experience teams must democratize experience management, ensuring the appropriate ownership at every organizational level. Attend this

YCX: How Three Letters Impacted Culture, Engaged Leaders, and Drove Results

Published May 8, 2025

By Brent A. Grunig, Communications & Training Consultant, The Southeast Permanente Medical Group  The Southeast Permanente Medical Group (TSPMG) named 2023 as the “Year of Care Experience”— or YCX. What started out as an idea for a year-long campaign ended up becoming an overwhelming success using a multi-faceted approach across teams and departments within TSPMG

Rising Strong: Team Resilience Strategies

Published May 6, 2025

Join us for an insightful webinar where we’ll share practical resilience tools and strategies that greatly enhanced the well-being of a 50-member caregiver team. This team, which manages complaints and grievances for 33 hospitals and 385 clinics across four states, saw their Patient Engagement Scores climb from 63% to 83%, outperforming Intermountain Health’s overall employee

Mastering the Art of Listening: The Human Experience Superpower

Published November 5, 2025

by Jason A. Wolf, Ph.D., CPXP [E𝘹𝘤𝘦𝘳𝘱𝘵𝘦𝘥 𝘧𝘳𝘰𝘮 𝘮𝘺 𝘰𝘱𝘦𝘯𝘪𝘯𝘨 𝘦𝘥𝘪𝘵𝘰𝘳𝘪𝘢𝘭 𝘪𝘯 𝘵𝘩𝘦 𝘭𝘢𝘵𝘦𝘴𝘵 𝘴𝘱𝘦𝘤𝘪𝘢𝘭 𝘪𝘴𝘴𝘶𝘦 𝘰𝘧 Patient Experience Journal from The Beryl Institute: 𝘌𝘯𝘨𝘢𝘨𝘪𝘯𝘨 𝘵𝘩𝘦 𝘝𝘰𝘪𝘤𝘦 𝘰𝘧 𝘗𝘢𝘵𝘪𝘦𝘯𝘵𝘴 𝘢𝘯𝘥 𝘊𝘢𝘳𝘦 𝘗𝘢𝘳𝘵𝘯𝘦𝘳𝘴 𝘉𝘦𝘺𝘰𝘯𝘥 𝘚𝘶𝘳𝘷𝘦𝘺𝘴.] As human beings we do not live in isolation. Our existence is framed in the context of others. We are a

Leading in Turbulent Times: Why Experience is Essential to Healthcare’s Future

Published May 5, 2025

Healthcare systems around the world and throughout our community are being buffeted from all sides, with higher acuity patients, a vulnerable and stressed workforce, unsure finances and support structures, and even challenges to long-held medical truths. For as much as we traversed a once in a lifetime moment through the pandemic years, the residual effects

Contrasting Patients’ and Healthcare Professionals’ Experience in Hematological Cancer Care Pathway : A Narrative Study

Published May 5, 2025

Hematological cancers represent 10% of cancers diagnosed in Canada. Treatments involve complex care pathways and various modalities as well as the management and monitoring of multiple side effects. There is limited understanding of these pathways from the perspectives of the people living with cancer (PLC) and the healthcare professional (HCP). The aim of this article

Return on Human Experience: Eight Principles to Inspire Excellence in Healthcare

Published March 29, 2025

Complimentary – Join Jason Wolf and Stacy Palmer, authors of Return on Human Experience: Eight Principles to Inspire Excellence in Healthcare, for a conversation on transforming the human experience in healthcare. At its core, healthcare is human beings caring for human beings—yet the complexities of quality, safety, service, cost, and outcomes often pull organizations in

Heartfelt and Healing: Mastering the Art of an Apology in Human Experience

Published April 8, 2025

In this webinar, participants will explore the expertly designed service recovery process developed by the Patient Experience team at Allegheny Health Network, a 10-hospital system in Western Pennsylvania. Attendees will learn how to enhance their current service recovery techniques through a collaborative, system-wide approach. This approach emphasizes sincerity, accountability, active listening, validation, and patient collaboration

To Care is Human – LIVE! A Conversation with Dr. Owais Durrani

Published April 2, 2025

Recorded live at ELEVATE PX 2025, this episode of To Care is Human features Jason Wolf and Dr. Owais Durrani. Listen in as they discuss his journey in healthcare, the role of AI, and the importance of equitable care. Key takeaways included the need for ethical AI use, the critical role of communication in hospitals,

Real-Time Coaching & Feedback: At-The-Elbow Support for Success

Published March 20, 2025

Unlock the power of coaching to inspire, engage, and gain buy-in from your team. In this interactive webinar, you’ll hear from nursing and physician leaders on how they leveraged practical coaching techniques to build trust, foster accountability, and align your team around shared goals. Discover strategies to overcome resistance, communicate with influence, and create a

Enterprise Volunteer Management: From Silo to Systemness

Published March 4, 2025

The ever-changing healthcare environment has required hospitals across the country to rethink how they deliver care and support services. Inova Health System in Northern Virginia has been on a transformational journey to embed a culture of collaboration across the organization. Volunteer Services is one of the areas that has shifted from a silo-based to an

Nonviolent Communication to Improve the Human Experience

Published January 25, 2025

Complimentary – Discover the transformative power of Nonviolent Communication (NVC) in this engaging webinar. Grounded in emotional intelligence, NVC equips healthcare professionals with tools to resolve disputes and prevent conflict escalation through clear, compassionate communication. Participants will explore NVC’s four-step framework, which focuses on identifying feelings, understanding needs, and connecting with values that shape actions

Building the Ultimate Patient Experience Strategy: Lessons from an Iconic Burger

Published January 15, 2025

By Lanie L. Dixon and Cassie Voltzke When you think of an iconic burger, what stands out? The unique toppings—melty cheeses, tangy spreads, crisp vegetables, or bold condiments—make it memorable. Yet, the heart of any great burger lies in its fundamentals: the bun and the meat. Without these foundational elements, the toppings wouldn’t have anything

Building Diversity and Advocacy in Healthcare Leadership: A Proposed Graduate Program for Patient Experience Excellence

Published December 16, 2024

This case study examines the development of a graduate-level program addressing the need for healthcare professionals skilled in diversity, disparities, and advocacy (DDA) to enhance patient experience. Dr. Susan Lee, University of Texas MD Anderson Cancer Center, initiated the program to integrate DDA into leadership and practice, aligning with her organization’s mission to support equity

Health Equity: The Metronome for Human Centered Care

Published December 17, 2024

Complimentary – As the healthcare landscape continues to evolve, and as consumers seek a more personalized care experience, integrating health equity into experience management emerges as a critical factor in enhancing institutional performance. Traditionally, health equity has been viewed as a separate component of healthcare quality improvement. However, in this webinar, we will explore the

ED Processes & Improvements: Implementation Best Practices & Outcomes

Published August 29, 2024

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, systemwide process improvements are based on analyses provided through Epic tools and

The Value Case for Improving Human Experience in Healthcare​

Published December 11, 2024

This white paper explores the concept of experience-driven value in healthcare and the corresponding value of experience. An expanded version of the article printed in PXJ Investing in the bottom line: The value case for improving human experience in healthcare, this paper provides real-world case studies and actionable strategies that demonstrate how true value is

Eradicating Jargon Oblivion: Enhancing Patient Experience through Clear Communication

Published December 3, 2024

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

Human-Centered Leader Rounding: Using Generational Insights and Personalization

Published November 26, 2024

Complimentary – 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 preferences, and bridging generational gaps in expectations through a human-centric approach that prioritizes

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

Published September 18, 2024

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

Published November 14, 2024

Complimentary – 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.

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

Published November 14, 2024

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

Published November 14, 2024

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

Published September 18, 2024

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

Published November 1, 2024

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

Published October 4, 2024

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

Published October 1, 2024

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

Published September 24, 2024

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

Published September 17, 2024

Complimentary – 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 *Headliner webinars are complimentary.  Brought to you by:

Using Gratitude to Elevate the Human Experience

Published September 5, 2024

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

Published September 6, 2024

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

Published July 24, 2024

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

Published August 26, 2024

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

Published August 12, 2024

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

Published August 6, 2024

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

Published August 2, 2024

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

Published July 11, 2024

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

Published June 25, 2024

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

Published June 18, 2024

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

Published May 22, 2024

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

Published May 2, 2024

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

Published April 15, 2024

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

Published April 30, 2024

Complimentary – 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

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

Published May 1, 2024

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

Published May 1, 2024

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

Published May 1, 2024

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

Published March 14, 2024

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

Published April 12, 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

Published April 11, 2024

Complimentary – 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

Words Matter: The Transformative Power of Language for Empowering Care

Published February 1, 2024

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

Published March 19, 2024

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

Published March 19, 2024

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

Published March 12, 2024

Complimentary – 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

Promoting Anti-Racism and Supporting Staff through Policy

Published March 5, 2024

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

Published December 1, 2023

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

Published February 6, 2024

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

Published January 9, 2024

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

Published December 7, 2023

Complimentary – 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

The Role of Servant Leadership in Employee Engagement & Job Satisfaction

Published November 20, 2023

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

Published November 14, 2023

Complimentary – 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

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

Published November 10, 2023

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

Published November 7, 2023

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

Published June 22, 2023

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

Published October 26, 2023

Complimentary – 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

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

Published October 17, 2023

Complimentary – 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

Leader Rounding: A Proactive Approach to Improve Experience

Published October 10, 2023

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

Published October 3, 2023

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

Published October 5, 2023

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

Published October 3, 2023

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 Overtime: How Leading Organizations Evolve to Excel

Published September 28, 2023

Complimentary – 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

Crushing Complexity: The Evolving Business of Healthcare

Published September 19, 2023

Complimentary – 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

Every Conversation Has Consequences

Published July 24, 2023

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

Published September 11, 2023

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

Published August 29, 2023

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

Published August 15, 2023

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

Published August 18, 2023

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

Published July 12, 2023

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

Published July 24, 2023

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

Published August 2, 2023

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

Published August 2, 2023

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

Published July 12, 2023

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

Published June 30, 2023

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

Published June 26, 2023

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

Published June 15, 2023

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

Published May 31, 2023

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

Published May 31, 2023

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

Published June 15, 2023

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

Published May 8, 2023

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

Published May 17, 2023

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

Published April 27, 2023

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

Published April 27, 2023

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

Published April 27, 2023

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

Published April 25, 2023

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

Published May 15, 2023

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

Published April 20, 2023

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

Published April 10, 2023

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

Published March 14, 2023

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? Listen as Katie Haifley, CPXP, co-founder and COO

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

Published March 9, 2023

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

Published February 24, 2023

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

Published February 27, 2023

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

Published February 24, 2023

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

The Role of Leaders in Improving Staff Experience

Published February 20, 2023

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?

Published February 16, 2023

This webinar serves as a companion piece to our most recent PX Paper, “The Evolving Role of Healthcare Volunteer Programs: Elevating the Human Experience through Generosity and Connection.” The paper was guided by the Experience Framework and shared the voices of volunteers and the professionals who lead them about how culture and leadership, reporting relationships

Improving the Diversity of Patient Partners

Published February 13, 2023

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

Published January 31, 2023

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

Published January 24, 2023

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

Published January 10, 2023

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

Published December 19, 2022

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

Published November 30, 2022

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

Published November 28, 2022

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

Published February 7, 2023

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

Published November 2, 2022

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

Published November 2, 2022

Systemizing Volunteer Management: The Future of Enterprising Your Volunteer Programs

Published November 1, 2022

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

Published October 26, 2022

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

Published February 7, 2023

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

Published May 12, 2023

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

Published February 7, 2023

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

Published March 16, 2023

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

Published September 22, 2022

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

Published September 20, 2022

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

Published May 12, 2023

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

Published February 28, 2023

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

Published August 30, 2022

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

Published August 23, 2022

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

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

Published March 16, 2023

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

Published September 1, 2022

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

Published March 16, 2023

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

Published July 1, 2022

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

Published June 29, 2022

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

Published May 23, 2022

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

Published May 17, 2022

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

Published September 1, 2022

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

Published September 1, 2022

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

Published April 27, 2022

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

Published April 26, 2022

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

Published March 16, 2023

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

Published March 16, 2023

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

Published March 15, 2022

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

Published March 16, 2023

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

Published February 24, 2022

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

Exploring the Foundational Frameworks to Build a Strategy for Experience Excellence

Published January 25, 2022

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

Published January 18, 2022

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

Published January 10, 2022

The Ministry of Health Saudi Arabia Patient Experience Measurement Program.

Why Is Improving Patient Experiences So Difficult?

Published February 28, 2023

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

Published March 16, 2023

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

Published December 20, 2021

A look back on 2021.

In divided times, a focus on human experience connects us

Published September 1, 2022

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

Published September 1, 2022

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

Published September 28, 2021

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

Published August 25, 2021

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

Published August 17, 2021

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

Published September 1, 2022

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”

Published July 28, 2021

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

Published June 24, 2021

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

Published June 3, 2021

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

Published June 1, 2021

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

Published May 26, 2021

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

Published May 20, 2021

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

Published May 1, 2021

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

A call to action for human experience

Published September 1, 2022

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

Published September 1, 2022

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

Published September 1, 2022

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

Published April 20, 2021

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?

Published March 24, 2021

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?

Published March 7, 2021

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?

Published March 2, 2021

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

Published February 24, 2021

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

Published February 10, 2021

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

Published February 1, 2021

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

Published December 21, 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.

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

Published November 19, 2020

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

Published November 19, 2020

Virtual Volunteering

Published November 18, 2020

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

Published November 12, 2020

Moving forward to the future of healthcare

Published November 12, 2020

The New Existence: A Framework for Action for the Future of Healthcare

Published November 9, 2020

by Jason A. Wolf, PhD, CPXP  As far as we can discern, the sole purpose of human existence is to kindle a light of meaning in the darkness of mere being. Carl Jung In moments like we find ourselves today, in the midst of a health crisis that is shifting the ground on which we

Introduction to The New Existence

Published November 5, 2020

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

Published September 6, 2018

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

Published October 27, 2020

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

Published October 15, 2020

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

All Aboard the Failboat: How Embracing Failure Creates Leadership

Published October 7, 2020

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

How are you safely engaging volunteers during the pandemic?

Published September 2, 2020

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

Published August 11, 2020

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

Published August 11, 2020

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

A commitment to hope

Published August 5, 2020

Leadership matters: A conversation with Dr. James Hildreth

Published August 5, 2020

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

Published August 5, 2020

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

Published August 5, 2020

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

Published August 5, 2020

5 Patient Experience Secrets from Leading Brands Outside Healthcare

Published July 27, 2020

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

Published July 13, 2020

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

Published June 25, 2020

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

Published June 23, 2020

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

Published June 22, 2020

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

Published June 16, 2020

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

Published June 15, 2020

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.

Effective Leadership Doesn’t Happen by Chance

Published June 8, 2020

by Deanna Frings, MS Ed, CPXP Since the early weeks of March, I’ve been thinking a lot about what it means to be a leader as our world continues to navigate a global pandemic and now the racial and social unrest in our country. As I anxiously tuned in to the daily White House Coronavirus Task

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

Published June 7, 2020

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

Published May 18, 2020

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.

There will not be a “new normal” but rather a New Existence for healthcare and human experience

Published May 11, 2020

Posted By Jason A. Wolf, PhD, CPXP It is hard to believe that it has been just over eight weeks since the COVID-19 crisis truly hit global proportion. On March 13, with soaring cases in Europe, Asia in lockdown and Africa, Australia and the Americas bracing for the wave, I offered in announcing the reformatting of Patient Experience Conference

Meaningful Recognition

Published May 11, 2020

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

Published April 30, 2020

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

Published April 13, 2020

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 

Published April 2, 2020

How do we begin to think ahead to rebuilding together?

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

Published March 30, 2020

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

Published March 10, 2020

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

Published February 24, 2020

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

Published February 20, 2020

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

Published February 18, 2020

Utilizing point of care feedback software to advance improvement efforts.

Implementing a Simulation-Based Program for Nurse Leader Patient Rounding

Published February 18, 2020

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

Published January 30, 2020

Delivering equitable care is essential to the patient experience.

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

Published January 14, 2020

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

5 Ways to Accelerate Your 2020 Experience Efforts

Published January 14, 2020

by Stacy Palmer, CPXP I recently stumbled upon a list of New Year’s jokes. My favorite asked, ‘What’s the first thing you’ll say in 2021?’ The answer made me chuckle, ‘Hindsight is 20/20.’ I thought it was clever and kind of cute, but it also made me reflect on what I hope my hindsight on

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

Published January 13, 2020

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.

Experience Leader: A Critical Role at the Heart of Healthcare

Published December 19, 2019

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

Published December 10, 2019

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

Published November 18, 2019

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

Published November 13, 2019

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

Published November 13, 2019

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

Published October 21, 2019

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

Published October 17, 2019

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

Published October 4, 2019

Instilling a culture of listening to elevate patient experience.

Inspiring Patient Experience Data Doubters

Published September 8, 2019

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

Published September 24, 2019

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

Published September 17, 2019

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

Published September 10, 2019

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

Published August 25, 2019

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

Published August 25, 2019

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

Published August 20, 2019

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

Published August 12, 2019

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

A Peculiar Indifference – Bias in Healthcare Part 1

Published August 5, 2019

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

Published July 9, 2019

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

Published June 26, 2019

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

Published June 26, 2019

Reframing the conversation on patient experience: Three considerations

Published June 26, 2019

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

Published June 26, 2019

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

Published June 26, 2019

Elevating the discourse on experience in healthcare’s uncertain times

Published June 26, 2019

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

Published June 26, 2019

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

Published June 26, 2019

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.

Published June 24, 2019

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

Published June 3, 2019

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

Published April 30, 2019

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

Published April 30, 2019

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

Reframing the conversation on patient experience: Three considerations

Published April 23, 2019

Unconscious Bias, Microaggressions, and Class

Published March 26, 2019

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

Published March 26, 2019

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.

Published March 7, 2019

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

Expanding the Possibility of Human Experience – A Conversation with David Feinberg, MD, VP Healthcare, Google Health

Published March 7, 2019

By Jason A. Wolf, PhD, CPXP In 2011 when the Institute was still learning to crawl as a community committed to improving patient experience, I had the opportunity to meet Dr. David Feinberg. He attended our first Patient Experience Conference at the Institute with his team from UCLA, where he was CEO at the time, and offered a

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

Published February 26, 2019

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

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

Published February 5, 2019

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

Published January 17, 2019

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

Published January 8, 2019

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

Published January 8, 2019

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.

How to Boost Teamwork in Just 10 Minutes a Day

Published December 6, 2018

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.

To Care is Human: 3 Considerations for the Future of Patient Experience

Published December 5, 2018

  By Jason Wolf This has been an exciting year for the patient experience movement in which an unwavering commitment to human experience has been elevated and expanded globally. In our efforts at the Institute we have had the opportunity to engage the voices of healthcare consumers on their views of experience and what drives their decisions,

Pit Crew: How Communication Fuels the Ambulatory Surgery Center

Published November 27, 2018

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.

A Holistic Approach to Infusing Hospitality in Healthcare

Published October 30, 2018

Northwell Health takes a hospitality approach to healthcare.

The Power of Experience Excellence to Change Healthcare

Published October 24, 2018

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

Published October 24, 2018

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

Published October 4, 2018

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.

Connecting Revenue Cycle Enterprise-Wide to the Patient Experience

Published August 29, 2018

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

The Practice of Experience: A Relentless Pursuit of the Truth Introducing a Framework for Experience in Healthcare

Published August 22, 2018

By Jason A. Wolf, PhD, CPXP From the Roots of Community In just a few weeks, The Beryl Institute will reach its eighth anniversary as a membership community and a growing global community of practice. On our journey we have been dedicated to building a network of committed professionals, practitioners, innovators, patients and family members

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

Published August 21, 2018

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

Published August 7, 2018

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

Published July 31, 2018

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

Published July 25, 2018

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

Published July 25, 2018

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

Published July 25, 2018

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

Published July 25, 2018

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

Published July 25, 2018

The pediatric emergency department care experience: A quality measure

Published July 25, 2018

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

Published July 25, 2018

Unconscious Bias: The Nexus between Awareness and Accountability

Published July 24, 2018

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?

Published June 7, 2018

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

Published May 4, 2016

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

Published May 3, 2018

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

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

Published April 25, 2018

The Sherpa meets Maslow: Medicine and the hierarchy of needs

Published April 25, 2018

The gift of pain with transformative possibilities

Published April 25, 2018

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

Published April 25, 2018

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

Published April 25, 2018

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

Published April 25, 2018

Exploring workforce confidence and patient experiences: A quantitative analysis

Published April 25, 2018

Building a Culture of Understanding with a NICU Family Support Program

Published April 24, 2018

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

Published April 12, 2018

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 March 15, 2018

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.

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

Published February 27, 2018

Utilizing our biggest asset: our people.

The Follow Through: Transforming Health Care

Published February 20, 2018

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

Published February 6, 2018

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

Published February 6, 2018

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

Published January 30, 2018

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

With Healthcare at the Edge of Uncertainty, Human Experience Matters More than Ever

Published January 4, 2018

  By Jason A. Wolf, PhD, CPXP Happy New Year and I hope the first few days of January find you rested and ready for an exciting year ahead. I also recognize that 2018 brings continued uncertainty for healthcare and shifting pressures on our healthcare systems globally. This potential friction of calm and chaos is

Patient Centered Responsiveness

Published January 4, 2018

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,

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

Published November 7, 2017

The patchwork perspective: A new view for patient experience

Published November 7, 2017

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

Published November 7, 2017

Rebalancing the patient experience: 20 years of a pendulum swing

Published November 7, 2017

From darkness to hope: A journey through patient experience

Published November 7, 2017

Healthcare providers versus patients’ understanding of health beliefs and values

Published November 7, 2017

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

Published November 7, 2017

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

Published November 7, 2017

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

Published November 7, 2017

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

Published November 7, 2017

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

Published November 7, 2017

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

Published November 7, 2017

Patient experiences in intensive care units: a systematic review

Published November 7, 2017

Using appreciative inquiry as a framework to enhance the patient experience

Published November 7, 2017

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

Published October 10, 2017

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

Published September 22, 2017

Hear leadership, practicioner and patient perspectives.

Engaging C-Suite in the Patient Experience

Published September 12, 2017

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

Published August 24, 2017

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

Published July 26, 2017

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

Published July 26, 2017

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

Published July 26, 2017

A trip to healthcare

Published July 26, 2017

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

Published July 11, 2017

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

Published July 6, 2017

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

Published June 13, 2017

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

Published June 6, 2017

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

Published June 1, 2017

Hear leadership, practicioner and patient perspectives.

Patient Experience: A return to purpose

Published April 25, 2017

Learning and leading in the experience age

Published April 25, 2017

Patient Experience: The field and future

Published April 25, 2017

Engaging rural residents in patient-centered health care research

Published April 25, 2017

Patient perspectives on quality family planning services in underserved areas

Published April 25, 2017

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

Published April 25, 2017

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

Published April 25, 2017

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)

Published April 25, 2017

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

Published April 25, 2017

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

Published April 25, 2017

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

Published April 25, 2017

What Every CEO Needs to Know about Leading the Patient Experience

Published April 11, 2017

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

PX Grand Rounds I

Published February 28, 2017

Hear leadership, practicioner and patient perspectives.

Structuring Patient Experience: Revealing Opportunities for the Future

Published February 2, 2017

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

Published January 10, 2017

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

Published December 13, 2016

Explore the hows and whys of giving feedback.

Guiding Principles for Patient Experience Excellence

Published December 6, 2016

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

Published November 8, 2016

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

Published November 8, 2016

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

Published November 8, 2016

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

Published November 8, 2016

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

Published November 8, 2016

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

Published November 8, 2016

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

Published November 8, 2016

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

Published November 8, 2016

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

Published November 8, 2016

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

Published November 8, 2016

The experience era is upon us

Published November 8, 2016

Engaging the New Generation

Published November 2, 2016

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.

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

Published September 9, 2016

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

Published August 30, 2016

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

Published August 16, 2016

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

Published July 29, 2016

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

Published July 19, 2016

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

Published July 10, 2016

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

Published July 7, 2016

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

A Dialogue on Improving Patient Experience throughout the Continuum of Care

Published July 5, 2016

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

Published July 4, 2016

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

Published July 3, 2016

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

Published July 2, 2016

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

Published July 2, 2016

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

Published July 2, 2016

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

Published July 1, 2016

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.

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

Published June 30, 2016

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

Published June 27, 2016

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

Engaging Patients With Effective Communication

Published June 26, 2016

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

Published June 25, 2016

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

Published June 25, 2016

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

Published June 25, 2016

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

Three Ways Empathy Can Build Relationships in Healthcare

Published June 23, 2016

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

Published June 22, 2016

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

Published June 21, 2016

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

Published June 20, 2016

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

Published June 19, 2016

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

Published June 19, 2016

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

Passion for Service Recovery

Published June 18, 2016

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

Published June 18, 2016

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

Published June 16, 2016

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

Published June 14, 2016

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

Published June 12, 2016

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

Published June 10, 2016

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

Published June 9, 2016

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

Published June 8, 2016

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

Published June 7, 2016

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

Published June 6, 2016

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

Published June 5, 2016

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

Published April 28, 2016

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

Published April 28, 2016

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

Published April 28, 2016

Impact of logo wear on provider perception of patient

Published April 28, 2016

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

Published April 28, 2016

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

Published April 28, 2016

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

Published April 28, 2016

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

Published April 28, 2016

A call to excellence in patient experience

Published April 28, 2016

Patient experience: Driving outcomes at the heart of healthcare

Published April 28, 2016

Enhancing Communication Skills: A Catalyst for Org Cultural Transformation

Published February 4, 2016

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.

Silence: The Invisible Tool for Patient Experience Excellence

Published February 2, 2016

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

Published November 12, 2015

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

Published November 12, 2015

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

Published November 12, 2015

Managing patient expectations at emergency department triage

Published November 12, 2015

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

Published November 12, 2015

Patient leadership: Taking patient experience to the next level?

Published November 12, 2015

The state of patient experience

Published November 12, 2015

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

Published November 12, 2015

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

Published November 12, 2015

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

Published November 3, 2015

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

Published October 29, 2015

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

Published October 6, 2015

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

Published September 3, 2015

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

Published July 23, 2015

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

Building national consensus on experiences of care

Published April 29, 2015

Measuring patient experience in a safety net setting: Lessons learned

Published April 29, 2015

Meaningful and effective patient engagement: What matters most to stakeholders

Published April 29, 2015

Reframing the work on patient experience improvement

Published April 29, 2015

Patient experience established: One year later

Published April 29, 2015

The patient experience movement moves on

Published April 29, 2015

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

Published April 29, 2015

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

Published April 29, 2015

Patient Experience Matters

Published April 20, 2015

Patient Experience Matters  By Jason A. Wolf, Ph.D. As the final hours before Patient Experience Conference 2015 count down, I am reminded of the importance of the journey we have set out upon. When we work, as one community, encompassing a diversity of thought and experiences, on a cause so central to healthcare – the experience of all in

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

Published February 17, 2015

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

Beyond the Resume: How Scientifically Selecting your People Strategically Impact

Published December 4, 2014

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

Published December 2, 2014

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

Published November 20, 2014

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

Published November 20, 2014

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

Published November 20, 2014

Evaluation of an advisory committee as a model for patient engagement

Published November 20, 2014

Improving the patient experience through nurse leader rounds

Published November 20, 2014

Creating and sustaining a culture of accountability for patient experience

Published November 20, 2014

Patient experience of care in a student-faculty collaborative practice

Published November 20, 2014

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

Published November 20, 2014

The patient experience movement moment

Published November 20, 2014

To serve patients is our greatest privilege

Published November 20, 2014

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

Published November 20, 2014

The SPIRIT Approach

Published November 4, 2014

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

Published October 23, 2014

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

Encouraging Conversations on Patient Experience Excellence

Published October 7, 2014

By Jason A. Wolf Ph.D. In the last few weeks, I have been fortunate to join in a number of in-person conversations on patient experience improvement. From the gathering of patient advocates and experience champions in South Carolina, for the newly named Carolina Advocates for Patient Experience annual conference, to the impressive Patient Experience Summit

Defining the Patient Experience

Published October 1, 2014

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

Published August 26, 2014

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

Published August 19, 2014

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

Become a Leader in the Patient Experience Movement

Published August 5, 2014

By Stacy Palmer I recently received a note from a new member who is early in her career and looking for ways to maximize her membership to get “plugged in” to the Institute and gain credibility within the patient experience community. We get questions like this often. While passionate about getting involved in the patient

Improving the PX in Medical Groups, Clinics and Physician Practice

Published June 3, 2014

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

Published May 6, 2014

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

Published April 30, 2014

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

Published April 30, 2014

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

Published April 30, 2014

Improving the patient experience through provider communication skills building

Published April 30, 2014

Concern for the patient’s experience comes of age

Published April 30, 2014

Expanding the dialogue on patient experience

Published April 30, 2014

Patients’ experiences in the UK: Future strategic directions

Published April 30, 2014

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

Published April 30, 2014

Defining Patient Experience

Published April 30, 2014

Nurse Leadership Matters in Patient Experience Performance

Published March 4, 2014

By Jason A. Wolf Ph.D. As shared by the Robert Wood Johnson Foundation and known by many in practice, nurses represent the single largest group of health professionals who deliver hospital care. This represents a broad range of caregivers from the senior ranks of CEOs or CNOs, to the bedside, from managing triage in emergency departments to

Communication, Collaboration and Connection

Published January 10, 2014

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.

The Magic of Engagement: Inspired Leadership at All Levels

Published July 11, 2013

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

Published June 13, 2013

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.

Using Levers to Deliver Consistently Exceptional Patient Experience

Published April 4, 2013

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.

Improving Patients’ Experience through Culture Competence

Published February 4, 2013

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

You Cannot Manage Perceptions in the Same Way You Manage Outcomes

Published December 4, 2012

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

Published November 6, 2012

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

Published November 1, 2012

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. 

Organizational Culture: A Critical Choice at the Heart of an Exceptional Patient Experience

Published September 3, 2012

By Jason A. Wolf Ph.D. CPXP The Beryl Institute defines patient experience as the sum of all interactions, shaped by an organization’s culture, that influence patient perceptions across the continuum of care. While healthcare organizations may not be able to directly control the perceptions of patients and families, the opportunity to influence these perceptions is grounded in their very

Creating and Sustaining a Culture of Service

Published August 21, 2012

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

An Excellent Experience – Delivering on the Promise

Published October 25, 2011

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. 

Advancing Your Patient Experience Strategy by Strengthening Accountability

Published January 1, 2011

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. 

The Four Cornerstones of an Exceptional Patient Experience

Published November 17, 2010

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

Published January 1, 2010

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

Published January 1, 2010

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

Published August 22, 2024

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

Published August 22, 2024

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

Published August 22, 2024

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

Published August 22, 2024

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

Published August 22, 2024

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

Published August 22, 2024

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

Published August 22, 2024

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

Published August 22, 2024

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

Published August 22, 2024

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

Published May 15, 2023

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.