Environment & Hospitality Resources

Comfort in the Chaos: Volunteer Innovation in the Emergency Department

Published November 26, 2025

2pm ET / 1pm CT / 12pm MT / 11am PT – Join this webinar to learn how Jefferson Abington Hospital transformed the Emergency Department experience through a volunteer-led Comfort Cart. By offering hygiene and comfort items with compassionate interactions, volunteers helped improve patient dignity and satisfaction. This scalable initiative raised Likelihood to Recommend scores

Transforming Patient Experience, One Clean Room At A Time

Published September 26, 2025

In this learning bite. Jennifer Erick of Sodexo emphasizes the vital role of cleanliness in patient experience and safety. Learn how clinical and support teams can create cleaner, safer spaces that support healing through strong collaboration, clear communication, and real-time service recovery.

Discharge with Dignity: Ensuring Every Patient Leaves with Care and Compassion

Published September 15, 2025

In this learning bite, Linda Van Fulpen shares how a simple idea—providing clothing and essentials at discharge—grew into a sustainable, hospital-wide initiative at Sharp Grossmont Hospital that meets critical needs, complies with state regulations, and fosters compassion across the community.

Words Matter: Transforming Care Through Better Communication

Published July 9, 2025

In this episode of To Care Is Human, Terri Ipsen talks with Susan Osborne about the power of words in healthcare. Based on her PX blog, “What to say instead of…,” Susan shares practical tips and real examples of how small language changes can ease anxiety, build trust, and improve patient experience. Learn how intentional

Prioritizing Patient Rest: Our Response to the New HCAHPS Restfulness Questions

Published June 5, 2025

By Melvin Carrillo, MBA, BSN, RN, CPXP Manager, Patient Experience The Queen’s Medical Center On January 1, 2025, CMS updated its HCAHPS survey—including three questions focused on restfulness during a hospital stay. With these updates, we saw a timely opportunity to reexamine how we support healing environments across our system in Honolulu, HI. At The

Recovery: One Restful Night at a Time

Published June 18, 2025

By: Toni Land, MBA, BSN, CPXP When we think about hospitals, the first thing that often comes to mind is a place for treatment and healing. However, one frequently overlooked aspect is the importance of restfulness in the hospital environment. With the 2025 HCAHPS survey changes, a new domain focuses on Restfulness of the Hospital

The Essential Role of Front Desk Staff in Shaping Patient Experience

Published May 22, 2025

By Margo Schlewitz, MS, Manager, Multispecialty Practice Academic Ambulatory Care at the University of Michigan Health-West Community Health Center  The patient experience begins the moment an individual walks into a healthcare facility, and often, the front desk team sets the tone for the entire visit. These team members are crucial in building trust, creating a

The CROWN Project: Promoting Haircare Equity in Hospitals

Published May 14, 2025

By: Amanda Pitt, MBA, BSN, RN, MEDSURG-BC, NEA-BC Nursing Operations Specialist and Nurse to Nurse Mentoring Program Administrator Parkland Health | Parkland Center for Nursing Excellence Marygrace Hernandez-Leveille, PhD, APRN, ACNP-BC Nurse Scientist Parkland Health | Parkland Center for Nursing Excellence Introduction Imagine being in the hospital for an extended stay and not having the right

Reviving Humanity in Healthcare: The Power of Story-Sharing

Published May 8, 2025

Join Dr. Alexi Puran and Dr. Sherry Kroll as they introduce the Humanity in Healthcare project — a groundbreaking initiative harnessing the power of story-sharing to rebuild trust, foster connection, and restore compassion between patients and physicians. Hear their personal journeys, insights, and the simple yet transformative steps helping bring human connection back to the

What Makes a Hospital Gown Functional? A Comparative Case Study of Effective Patient-Centered Design Practices in Four (n=4) Hospital Gowns

Published May 5, 2025

A hospital gown is essentially a patient uniform. Yet, the typical “tie in the back” hospital gown, standard garb for routine medical procedure, can have great influence over key intervention factors like receptiveness to treatment and patient self-esteem. Thus, the goals of this study are two-fold: 1) To understand patient perceptions of the standard hospital

But We’ve Always Done It That Way: Using SWOT to Enhance Your Volunteer Program

Published April 22, 2025

It’s easy to fall into a routine in Volunteer Services. But what if you could get free help to elevate your program and team? Learn how to conduct an effective SWOT analysis and gain valuable insight to help keep you at the top of your game. Alex Seblatnigg, CAVS, CPXP | Director of Volunteer Services

Elevating the Emergency Department Experience: The Impact of Experience Ambassadors

Published April 17, 2025

By Jill Koss, Cook Children’s Medical Center  At Cook Children’s Medical Center, we are committed to continuous innovation to enhance the patient and family experience. One key area of focus has been our Emergency Department (ED), where we identified an opportunity to improve the experience of waiting—both in the waiting area and after patients are placed

Maximizing the Wait: 4 Ways to Transform Lost Time in Medical Facilities into Patient Engagement

Published April 2, 2025

By Lauren K. Janney, Co-Founder/Chief People Officer at CXPerks   For most patients, the waiting room experience in a medical facility is synonymous with frustration. Whether it’s a routine check-up or an emergency visit, the wait time often feels like lost time—an unavoidable delay in an already stressful situation. It is suggested that nearly 20%

Building Better Experiences: Partnering with EVS to Enhance Patient Care 

Published April 2, 2025

By Andrew Cowart-Oberle, PhD, MHA, CPXP and Heather Lazarides,  MHA, MS CCC-SLP, CPXP, Director of Patient Experience at BJC Health System  Our Patient Experience (PX) team partnered with Environmental Services (EVS) to explore ways to enhance patient experience through their work. These discussions recognized the vital role EVS plays in patient experience, supported by patient

Evaluating a Co-designed Patient-Facing Digital Hub for Enhancing Patient Engagement in Research (PER)

Published March 6, 2025

This report highlights a shift from patients as research participants to active partners. Learn how, through a co-design approach, Sunnybrook Health Sciences Centre developed a website to support patient engagement in research, with feedback shaping its usability and accessibility. Patient partners reported a positive experience, feeling heard and appreciated in this co-designed initiative.

Can You Provide an Improved Experience for Patients by Creating a More Interactive Exam Room?

Published February 11, 2025

A recent study at Penn State College of Medicine examined the impact of interactive educational posters in exam rooms. The study also explored incorporating QR codes into these posters to disseminate information, offering a modern alternative to traditional pamphlets. This approach not only enhanced patient engagement but also provides valuable insights for future research and

Managing Patient Belongings: A Shared Responsibility

Published October 7, 2024

By Cathy Mixon Patient Relations Liaison M Health Fairview On behalf of the Lost Belongings Workgroup of the Patient Advocacy Community This PX blog is the second in a series that builds on the content from “Where Are My Things? Best Practices for Safeguarding Patient Belongings in Hospitals,” a handbook for those managing patient belongings

Designing a Safe and Comprehensive Gluten-Free Menu to Improve the Human Experience

Published September 26, 2024

Discover how patient feedback at UNC Hospitals led to a comprehensive overhaul of gluten-free food safety protocols. This initiative targeted cross-contamination by establishing dedicated preparation areas for gluten-free items and enhancing staff training on allergy management. Beyond improving safety and expanding menu options, this project fostered stronger cross-functional collaboration and demonstrated a deeper organizational commitment

The Hospitality Effect: Creating a Culture to Improve Care & Outcomes

Published August 15, 2024

Complimentary – Elevating a great medical experience to a great patient experience means focusing on creating a great human experience. And that requires hospitality—not just in physical environments, but also in personal connections and experiences that help people feel seen and heard. Incorporating the principles of hospitality into patient care impacts the experience of patients,

Lost Belongings Workgroup: August 14, 2024

Published January 10, 2024

1pm ET / 12pm CT / 11am MT / 10am PT – The Lost Belongings Workgroup is a meeting space for those interested in conversations and solution generation with patient advocates working to improve lost belongings policies and practices. The Patient Advocate Community has recognized a need for better processes and policies to shepherd personal

Ensuring Peace of Mind: 7 Elements All Lost Belongings Policies Should Include

Published August 8, 2024

By Gabriel Bolivar, Maui Health and Hope Ursy, Wellstar MCG Health On behalf of the Lost Belongings Workgroup of the Patient Advocacy Community This PX blog is the first of a series to build on the content from “Where Are My Things? Best Practices for Safeguarding Patient Belongings in Hospitals,” a handbook for those managing

The Impact of Adverse Childhood Experiences in Pediatric and Adult Healthcare

Published June 3, 2024

Being a pediatric patient in healthcare can be filled with misconceptions, anxiety, and distress. The adverse childhood experiences that may occur not only impact the pediatric healthcare experience but coping with healthcare experiences well into adulthood. This webinar will discuss adverse childhood experience implications on pediatric and adult coping, long term care, and overall patient

Designing for Pediatric Patient Experience: Expert Insights and Innovations in the Healthcare Built Environment

Published July 28, 2024

Incorporating patient-centered and participatory design into healthcare environments is a key strategy for creating spaces that are both supportive and functional. Engaging patients and their families in the design process ensures that these environments meet their specific needs and preferences, ultimately leading to better patient outcomes and experiences. This report shares the essential elements related

You Can’t Go Wrong If You Do Right by the Patient

Published July 18, 2024

Julian Manriquez, Supervisor for Hospitality Services at City of Hope, discusses how his 110-acre campus strives to provide visitors with a five-star transportation and wayfinding experience through a unique Ambassador program. Listen in as he describes the critical roles of innovation and evolution throughout the program’s beginnings, survival during the COVID-19 pandemic, current operations, and

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

Lost Belongings Workgroup: June 12, 2024

Published January 10, 2024

1pm ET / 12pm CT / 11am MT / 10am PT – The Lost Belongings Workgroup is a meeting space for those interested in conversations and solution generation with patient advocates working to improve lost belongings policies and practices. The Patient Advocate Community has recognized a need for better processes and policies to shepherd personal

We’re Not Going to Relieve All the Anxiety, but We Can Relieve Some: The Impact of Volunteers in Healthcare

Published May 28, 2024

Amy Kwiatkowski, Director of Community Experience, sits down to speak with Cheryl Call, Director of Volunteers and Language Services at Utah Valley Regional Medical Center, whose career in volunteer services in healthcare has spanned over two decades. Listen in as Call emphasizes the importance of volunteer engagement in enhancing the patient experience, discusses effective strategies

Applying Equity, Diversity, and Inclusion in Co-Design with Patient Experience Partners

Published May 16, 2024

If diversity of your PFACs is a top strategic priority for your hospital, then this learning bite is for you. North York General Hospital shares how it built a recruitment campaign around three actions that led to hiring 14 new advisors from underrepresented communities. With enhanced diversity in their PFACs, the hospital can now better

Volunteer Services and Patient Experience: Two Halves of the Same Goal

Published March 27, 2024

Improving the patient experience has always been a primary reason for volunteers to serve in healthcare settings. Working in partnership with PX can and should be seamless since we share the same end goal. The collaboration between PX and Volunteer Engagement can often lead to solutions for patients and families when challenges arise. Special Interest

Lost Belongings Workgroup: April 10, 2024

Published January 10, 2024

1pm ET / 12pm CT / 11am MT / 10am PT – The Lost Belongings Workgroup is a meeting space for those interested in conversations and solution generation with patient advocates working to improve lost belongings policies and practices. The Patient Advocate Community has recognized a need for better processes and policies to shepherd personal

Where are my things? An Introduction & Application Tutorial

Published February 28, 2024

Does your organization struggle with managing patient belongings? If so, join us for “Where are my things?”, an introduction to our latest publication highlighting best practices for safeguarding patient valuables and essential items in hospitals. This tutorial will provide you with a collection of tips and proven methods to apply in your organization to address

Lost Belongings Workgroup: February 14, 2024

Published January 10, 2024

1pm ET / 12pm CT / 11am MT / 10am PT – The Lost Belongings Workgroup is a meeting space for those interested in conversations and solution generation with patient advocates working to improve lost belongings policies and practices. The Patient Advocate Community has recognized a need for better processes and policies to shepherd personal

Walking the Walk: Essential criteria for organisations when recruiting consumers as employees

Published February 1, 2024

By Liz Newton Identified lived experience roles are increasingly being established by health organisations outside of the traditional mental health service and peer worker context. These are often quality improvement, innovation, or research organisations with a health focus, and the lived experience role is tasked with being a “voice of systemic advocacy” while also building

Where Are My Things? Best Practices for Safeguarding Patient Belongings in Hospitals

Published January 24, 2024

Managing patient belongings is a persistent and complex challenge faced by nearly all hospitals and healthcare systems. When personal items are misplaced or lost during a patient’s hospital stay, the consequences go beyond inconvenience. Financially, hospitals may be liable for compensation or replacement of lost items, and operational resources are often diverted to investigate and

Reimagining the Non-Clinical Patient and Family Environment

Published January 19, 2024

So much of healthcare journeys focus on precise treatment protocol to address a medical issue, and clinical experiences are oftentimes the only area of interest. But what happens when you prioritize non-clinical experiences within a hospital setting? This is what St. Jude Children’s Research Hospital set out to do when developing Family Commons, a new

Lost Belongings Workgroup (November 15, 2023)

Published May 30, 2023

1pm ET / 12pm CT / 11am MT / 10am PT –The Lost Belongings Workgroup is a meeting space for those interested in conversations and solution generation with patient advocates working to improve lost belongings policies and practices.

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

On the Road at the VA Boston Healthcare System

Published November 8, 2023

On the Road with VA Boston Healthcare System – November 2023 by Amy Kwiatkowski In August, our “On the Road” series took me to Boston where I was able to spend time with some of the team at the VA Boston Healthcare System. Boston welcomed me with pouring rain, but the high spirits of those

Trust Me: Building Trust Through Humanism and Compassion

Published October 20, 2023

Do your patients trust you to provide compassionate care? If they don’t, the impact on the healthcare system can be devastating. Learn the six behaviors that patients and families say are needed to help build trust with their clinicians. Discover the critical role that compassion and humanism play in building trust and improving the human

On the Road at Cook Children’s Health Care System

Published October 12, 2023

On the Road at Cook Children’s Health Care System – October 2023 by Rikki Chadwick We have reinvigorated our “On the Road” series with a visit to Cook Children’s Health Care System based in Fort Worth, Texas. Knowing every child’s life is sacred, Cook Children’s Promise is to improve the well-being of every child in

The Sunrise Association Wheels Up! Program: Bringing the Joys of Childhood to Hospitalized Cancer Patients

Published October 5, 2023

Complimentary – It’s hard to just be a kid when you’re battling cancer. Carefree moments of joy seem out of reach. Solving that problem was the impetus behind the Sunrise Association which has been providing summer day camps for children with cancer and their siblings since 2006. Faced with COVID lockdowns, the Sunrise Association developed

Lost Belongings Workgroup (September 13, 2023)

Published May 30, 2023

1pm ET / 12pm CT / 11am MT / 10am PT – The Lost Belongings Workgroup is a meeting space for those interested in conversations and solution generation with patient advocates working to improve lost belongings policies and practices.

Patient Experience Coaching in Ambulatory Care

Published August 18, 2023

Sharing is caring. Read how Marshfield Clinic Health System improved patient experience in its medical offices through observation and coaching of care teams. Learn how Patient Experience Coaches, a novel concept in ambulatory care settings, followed the patient journey through their clinics and identified improvement areas that focus on retention and recruitment of ambulatory care

Environment & Hospitality: 4 Considerations for Creating an Excellent Experience for Patients and Families

Published June 9, 2023

This is the third 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 for each of the strategic lenses of The Beryl Institute’s Experience Framework. The Experience Framework is a community-developed

PX Pulse: Consumer Perspectives on Patient Experience in the U.S. – May 2023

Published May 25, 2023

The latest release of PX Pulse points to affordability and access to hospitals and treatments as important issues to consumers. While consumer perception of quality and overall experience remain constant from last quarter, experience in receiving an appointment, especially for urgent care, is falling short of expectations.

Seeking answers through the pain

Published April 27, 2023

This article tells the story of the history and outcome of a 64-year-old woman who had suffered pain and other symptoms for over a decade. The woman thought nothing could be done to help her condition. The procedure that was eventually undertaken brought about a huge transformation in pain reduction and helped with mobility and

A concept analysis of the patient experience

Published April 27, 2023

Patient experience, an essential indicator of quality patient care, is of increasing importance to hospitals that want to improve and maintain strong patient experience metrics to remain competitive in the business of healthcare. The aim of this study was to clarify the concept of the patient experience by identifying its existing definitions, methods of measurement,

Integrating Recreational Art Activities into the Patient Experience

Published April 10, 2023

This research study explores the impact of recreational art activities on the human experience of hospitalized patients. With funds awarded through The Beryl Institute’s Grant Program, University of Maryland St. Joseph Medical Center launched Heart Cart, a painting program for inpatients. Reaction to the initial pilot from cardiac surgery patients was so positive, the art

Reading2Connect®: An Innovation to Improve the Social-Emotional Wellbeing of Long-Term Care Residents

Published April 10, 2023

Supported by a grant from The Beryl Institute, Ascension Senior Living set out to quantitatively measure if they could improve wellness and well-being for residents living with dementia through reading activities that promote social interaction. By implementing the Reading2Connect Social Engagement Program, long-term care residents at Ascension found greater quality of life through illustrated books

In-Language Communication Improves Patient & Family Experience

Published April 10, 2023

In this case study, a children’s hospital shares how a partnership with a language interpretation service company enabled their organization to better support the diverse languages of those they serve through improved communication.

Partnering to Reduce Falls: Keeping Patients Safe through Next Generation Technology

Published April 10, 2023

In this case study, Atrium Health Navicent partnered with HatchMed to improve increasing patient injury rates caused by bed alarm connectivity problems due to faulty pin bed cables.

The Long Road to Dentistry

Published February 27, 2023

Lacie N. Bourland, MBA, M.Ed., CPXP Senior Director, Development & Strategy BlueTree Dental Is it a long road to dentistry or more of a roundabout into dentistry?  Either way, here I am! My name is Lacie Bourland. I am a 40-something single parent of the most beautiful seven-year-old girl. I am a rural native of

Infection Prevention and the Impact on Patient and Staff Experience

Published August 10, 2023

Medical staff and their patients can be exposed to a variety of fomites in the hospital setting. Fomites, or materials that are likely to carry infection, must be properly managed to prevent the spread of healthcare-associated infections (HAIs). From staff washing their scrubs at home to privacy curtains not being changed often enough – there

Lessons from Interpreters: Improving Health Equity and Inclusion for all Patients

Published December 8, 2022

Interpreters are one of the few individuals who experience all facets of the health care system. In this webinar, participants will learn how interpreters’ suggested improvements for Limited English Proficient (LEP) and deaf patients were implemented for all patients which resulted in the break-down of barriers to care and reduced discrimination, benefitting all facets of

Outpatient visit modality and parallel patient satisfaction: A multi-site cohort analysis of telemedicine and in-person visits during the COVID-19 pandemic

Published November 2, 2022

Determinants of ambulatory patients’ satisfaction with encounter at core service stations in a tertiary hospital of a developing country

Published November 2, 2022

Going From an Academic Medical Center to a Community Hospital: Patient Experiences with Transfers Going from an academic medical center to a community hospital: Patient experiences with transfers

Published November 2, 2022

Cancer Experience of Care Improvement Collaboratives in the National Health Service in England

Published November 2, 2022

Welcome to Angryland

Published October 17, 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.

A Commitment to DEI: On-Site Interpreters for Patient-Preferred Languages

Published March 16, 2023

When the words “Penn State” are heard, many people often think immediately of FOOTBALL!  One of my favorite stories – and perhaps the lesser known – is the Penn State football story that dates back to racial segregation in the 1940s when The Pennsylvania State University football team agreed that it would not play games where their

Humanizing Healthcare Through Art

Published March 16, 2023

As a caregiver, my first concern is my loved one, and, at the same time, I am very aware of the stress, anxiety, and burnout of our wonderful providers. This is why The Beryl Institute is focused on “elevating the human experience in healthcare.” We must consider the wellbeing of everyone. Art is one way

Human-Centered Communication from the H.E.A.R.T.®

Published March 16, 2023

Is it just me, or are people more on edge and prone to outburst since COVID? I have been asked this question several times over the last few weeks. I have spent a considerable amount of time reflecting on when this change in behavior happened. I suppose it has been a gradual shift. Although, it

From liability to asset: A large health system’s approach to transforming hospital food

Published September 1, 2022

Historically, hospitals are infamous for poor food quality. Valuing food as a tenant of health and well-being, Northwell Health, New York’s largest healthcare system, is transforming its hospital food program to become an asset and market competition differentiator. By focusing on structure, workforce, procurement and process, Northwell has improved patient experience performance “Quality of Food”

Providing Comfort and Communication to Enhance the ‘Wait Experience’

Published March 16, 2023

Waiting in a healthcare setting, specifically an Emergency Department (ED), is arguably one of the most uncomfortable places to wait. The patient is in distress, physically and mentally.  According to real-time survey results from patients discharged from the ED, length of wait time and lack of communications top the list of main concerns. In 2018-19,

Impact of Art on the Human Experience in the Pediatric Emergency Department

Published December 8, 2021

This paper explores how added visual art positively impacts both the patient and employee experience, and thus overall, the human experience.

Blessing of the Buildings: Creating Community Connection during Isolation

Published November 18, 2021

During the height of the pandemic, staff at the Visiting Nursing Association Health Group developed an innovative experiential program called “Blessing of the Buildings.”

When the Patient is Always Right: Using Surveys for Service Recovery and PX Improvements

Published November 16, 2021

Learn why Lehigh Valley clinical, dietary, and environmental services teams all got on board with the patient survey project, what lessons the teams learned along the way, and how patient surveys fit into the organization’s priorities.

Making Meaningful Change-How One Brazilian Organization Transformed Experience for a Specific Patient Population

Published November 9, 2021

Autism spectrum disorder (ASD) involves challenges in social interaction, speech and nonverbal communication, and restricted/repetitive behaviors. Join this webinar to hear about Grupo Fleury’s project aimed to improve the experience of patients with ASD. With engagement of a staff member whose child is diagnosed with ASD, together with nurses and physicians, Grupo Fleury trained their

Lost Belongings

Published October 18, 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.

Healthcare Linen: The Often-Forgotten Piece of Patient Experience & Infection Prevention

Published September 9, 2021

In healthcare, nothing touches your patient more than linen. And yet linen is not often considered within the patient experience context.

Patient Emotional Safety in Pediatric Healthcare

Published July 13, 2021

Explore interventions and initiatives that ensure the emotional safety of pediatric patients.

Improve First Impressions at Your Front Door – Patient Ambassador Rounders Enhance the Patient Experience of a Busy Emergency Department

Published June 16, 2021

Nobl rounding platform assists in optimizing workflow of rounds in the ED.

First Impressions: “We See Least the Things We See Most”

Published May 4, 2021

Hear how one organization invited staff to send in photos of taped-up signs, furniture wear and tear, and other unsightly areas, to promote engagement and to make quick improvements across the system.

Quiet at Night: Improving the Patient Experience

Published February 2, 2021

quiet environment at night can decrease sleep-wake disturbances and positively impact a patient’s experience during hospitalization.

Finding common threads: How patients, physicians and nurses perceive the patient gown

Published November 19, 2020

The Art of the E-Visit – One Provider’s Journey into Exploring and Defining

Published August 27, 2020

Creating meaningful connections after a traumatic healthcare experience.

Maintaining Human Experience in a New Era of Virtual Connection

Published July 16, 2020

This paper is grounded in firsthand accounts from organizations and patients and family members who highlight the cause and effect of virtual solutions in medical environments.

Music in the Key of Hope: Music for Staff Wellness in a Metro-New York Pediatric Medical Center during COVID-19

Published June 1, 2020

Using Music Therapists to promote relationation and feelings of hope for patients, families and staff members.

Improving the Perioperative Experience for Autism Spectrum Disorder Patients

Published May 3, 2020

Listening to our patients’ families to enhance the preoperative environment. 

The Experience of Safety in Healthcare: A Call to Expand Perceptions & Solutions

Published February 20, 2020

This PX paper explores the significance of safety strategies in healthcare settings and how these practices influence the patient and clinician experience.

Managing the Wait

Published December 8, 2019

Diane McGarry, Manager, Patient and Family Experience at St. Jude Children’s Research Hospital, shares how honest, open communication and transparency was a key transformer in addressing and managing wait times.

Managing Service into Safety Huddles: Promoting Team Collaboration

Published November 26, 2019

Sasha Holloman, MSN, RN, CENP, Director 4 of Medical, Case Management and Float Pool at Sarah Bush Lincoln, shares how their organization refocused their efforts to improve the safety of their patients resulting in a drastic reduction in serious safety events and an increase in collaboration and reporting of concerns.

Enhancing emergency care environments: Supporting suicidal distress and self-harm presentations through environmental safeguards and the built environment

Published November 13, 2019

Creating Relationship and Community Based Environments for Older Adults

Published August 1, 2019

On the Road with Thrive Senior Living – Atlanta, GA – August 2019 by Lindsay Nelson Our latest On the Road took me to Atlanta, Georgia where I visited with the dedicated team of Thrive Senior Living. Thrive fosters a hard-working community (they call that hard working attribute “Gritty” ) of people who ensure the

Mystery Shopping in Healthcare

Published July 22, 2019

Kristin Baird, RN, BSN, MHA, President/CEO of the Baird Group, explains that mystery shopping is a valuable addition to survey data because it moves data from the head to the heart which is much more likely to incite change.

Caring for the Caregiver

Published July 1, 2019

Marian Hamilton, Founder, The Ken Hamilton Caregivers Center at Northern Westchester Hospital, shares the importance of caring for the caregiver during and after their time in the hospital and provides a few examples of how we can support this population.

A case study of the patient wait experience in an emergency department with therapy dogs

Published June 26, 2019

Does the use of volunteers and playbooks in pediatric primary care clinic waiting rooms influence patient experience?

Published June 26, 2019

Can doctors improve the patient experience by rearranging the furniture and equipment in their office? A video recorded simulation

Published June 26, 2019

Connecting Leader Skills with Performance Improvement

Published June 3, 2019

Evelyn Nodal, MPH CPXP, Principal Consultant, National Care Experience with Kaiser Permanente, shares how human-centered design principles guided their work in improving their patient experience metrics and staff connection.

LGBT Cultural Competence in Healthcare

Published February 26, 2019

This webinar describes LGBT terminology, explains the unique healthcare needs of this community and gives you concrete ways to improve your health center’s LGBT cultural competency.

A Framework for Improving Parent Satisfaction with the Inpatient Pediatric Admission Process

Published January 29, 2019

Utilizing the Theory of Change model to improve patient experience.

Promoting Readmission Reductions at University of Pennsylvania Home Care

Published January 29, 2019

Readmissions reduction is a primary focus for the University of Pennsylvania (UPenn) Home Care team, specifically for the Caring Way Program.

Comfort, Dignity, Delight: An Economical Model of Therapeutic Arts and Holistic Services

Published October 16, 2018

The Concord Hospital department showcased in this webinar, offers a unique range of services designed to bring comfort, delight, and dignity to people during acute hospitalization.

Creating a Culture of Excellence in Long-Term Care

Published August 7, 2018

Alla Borsen, LS, MLS, Senior Director Guest Experience at ArchCare at Mary Manning Walsh shares a number of strategies you can use to help residents feel comfortable in their care and enjoy a better quality of life to ultimately create a culture of excellence.

Improving the Outpatient Infusion Experience with Virtual Reality

Published July 26, 2018

How VR can improve experience for infusion patients.

What constitutes the patient experience of children? Findings from the photo elicitation and the video diary study

Published July 25, 2018

The Power of All: Engaging Individual and Collective Focus to Improve Care Experiences

Published February 1, 2018

On the Road with Ann & Robert H. Lurie Children’s Hospital – February 2018 by Natalie McKay and Stacy Palmer, CPXP Our latest On the Road took us to the warmth and comfort of Ann & Robert H. Lurie Children’s Hospital of Chicago on an otherwise cold and stormy winter day. Located in the heart

Patient safety: just ask. Patients as reporters of real-time safety data; a pilot project to improve patient safety in secondary care

Published November 7, 2017

“We were learning together and it felt good that way.” A case study of a participatory group music program for cancer patients

Published November 7, 2017

Though there are similarities to music therapy, the field of community music in healthcare, while in its infancy, is steadily growing. This case study explored how semi-formal, active music-making can play a role in illness and recovery and provide patients with a sense of voice, connection, and community, and the efficacy of community music programming

Is Anybody Listening? The Importance of Staff Engagement to Patients

Published November 2, 2017

Magali Tranie, Director of Marketing at ImageFIRST Healthcare Laundry Specialists, shares ways to enhance culture building with staff engagement through inspiring your staff, setting goals and building resilience.

Presence: Compassionate Communication Through Everyday Mindfulness

Published August 15, 2017

Extensive personal experience, wisdom from the ancients, and evidence-based studies are interwoven and shared to reveal how hands on caregivers can honor the dignity and independence of each patient

The Empathic Concierge: Why Personal Connections Matter

Published July 25, 2017

Understand why making personal connections, communicating with empathy and showing compassion for every patient and family is top priority, and why anticipating the needs of a patient or family member and making a patient’s day are daily goals.

“Quiet at Night”: Reduced overnight vital sign monitoring linked to both safety and improvements in patients’ perception of hospital sleep quality

Published April 25, 2017

Designing Spaces and Organizational Structures to Enhance the Patient Experience

Published April 1, 2017

On the Road with Sibley Memorial Hospital – April 2017 by Deanna Frings and Stacy Palmer Our latest On the Road took us to Sibley Memorial Hospital in the Palisades area of Washington, D.C. A member of John Hopkins Medicine, Sibley is a not-for-profit and full-service community hospital. They believe an enhanced patient experience includes

Understanding the Value of Home Care

Published March 14, 2017

Review best practices for health systems to partner with home care to change health outcomes for aging adults, navigate the daily challenges of aging and provide them with needed support.

Integrating Person Directed Care into the Client Experience

Published February 6, 2017

Culture Change initiatives in long term care have identified creative ways to implement a model of Person Directed Care that aims to improve the client experience by providing dignity and choice, and foster deep relationships among its community members.

A Foundation of Hope: Engaging All Voices in Achieving Experience Excellence

Published January 1, 2017

On the Road with Children’s Hospital of Philadelphia – January 2017 by Michelle Garrison and Jason Wolf Our latest On the Road took us to Children’s Hospital of Philadelphia (CHOP). The opportunity to visit pediatric facilities and children’s hospitals has always been exciting and significant. This is represented in the very essence of the work

Designing Environments that Heal Part 3: The Environment

Published November 15, 2016

The sensory environment will be defined and we will look at environmental stressor, symptoms, and ways to provide relief.

Designing Environments that Heal Part 2: Evidence-Based Design

Published October 11, 2016

An introduction to the art of healing, health, care, and the environment will be followed by an examination of previous literature in the fields of environmental psychology, environmental design, and evidence-based design.

Designing & Implementing an Effective Hospital-Based Music Program

Published September 27, 2016

Music is an important patient satisfier in the hospital setting and it can be implemented through a number of cost effective practices.

Designing Environments that Heal Part 1: Healing

Published September 13, 2016

Investigate the design of environments that heal with an introduction to the art of healing, health, care, and the environment.

The Role of the Volunteer in Improving Patient Experience

Published August 2, 2016

This paper provides an overview of the volunteer role and engages the voices of volunteer leaders on how their volunteers are making an impact on patient experience in their organizations as well as identifying common themes in the work taking place. 

Wait Times, Patient Perceptions and their Impact on the Patient Experience

Published July 9, 2016

Conducted by the Department of Radiology and Imaging Sciences at Emory University, the goal of this study was to assess differences in actual and perceived wait times among patients receiving outpatient MRI services at Emory University’s Winship Cancer Institute.

Does the Availability of Seating for Healthcare Partners Improve the Patient’s Perception of Effective Listening and Create an Environment for Patient-Centered Care?

Published July 8, 2016

To develop strategies to enhance the experience and create an environment conducive to the experience at the point of care, Medical University of South Carolina Medical Center conducted a study designed to compare HCAHPS scores on two nursing units with similar patient populations before and after folding chairs were placed in each patient room.

The Critical Role of Spirituality in Patient Experience

Published July 8, 2016

This paper explores the emerging focus of spiritual care and chaplaincy in patient experience excellence and provides a core set of central themes and concepts for organizations to consider regarding spiritual care.

The Effect of Soothing Sound Machines and Meditation Using CD Players on Relaxation in Acute Care Orthopedic Patients

Published June 29, 2016

The focus of this study conducted by Sharp Coronado Hospital was on improving relaxation for acute care orthopedic patients during hospitalization.

Perceived Patient Benefit from Sleep Promoting Interventions

Published June 27, 2016

The purpose of this study conducted by North Shore University Hospital in Manhasset, New York was to evaluate patients’ perceived benefits from sleep promoting interventions (SIPs).

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.

Enhancing the Patient Experience through Live Entertainment

Published June 23, 2016

This paper explores strategies for implementing music and the arts into patient experience efforts.

Enhancing the Patient Experience through “Spotlighting”

Published June 20, 2016

Spotlighting is a proactive approach to healing beyond science and it gives caregivers new tools to show their compassion, honor patient dignity, and foster an environment in which patients feel safe and nurtured.

The Impact of Nurse Education and Ambient Noise Generators in Reducing Noise and Improving Patient Satisfaction in a Critical Care Unit

Published June 19, 2016

What is the impact of ambient noise generators in reducing noise and improving patient satisfaction?

The Role and Perception of Privacy and its Influence on the Patient Experience

Published June 16, 2016

This paper explores the results of a significant study exploring the implications of patient perceptions of privacy and the impact this has on the overall patient experience.

Charting a Course to Quiet

Published June 15, 2016

The paper shares the findings of The Noise Project, a joint research study between The Beryl Institute and Making Hospitals Quiet.

Quiet at Night: Where Things Stand Today

Published June 13, 2016

Gary Madaras, Healthcare Soundscaper, Rockfon – Making Hospitals Quiet, shares three key points to better understand what can be done in healthcare facilities to improve the patient’s perception of quiet. Focusing on introducing good sounds that create a steadier, more soothing ambiance will affect the overall patient experience.

A Commitment to the Whole Person

Published May 1, 2016

On the Road with Duke University Hospital – May 2016 by Jason Wolf I recently had the chance to visit the team at Duke University Hospital for an exploration into both the challenges and opportunities they felt they were facing as they tackle the critical issue of patient experience (PX). What I found was an

The Critical Role of Spirituality in Patient Experience

Published January 19, 2016

Explore the emerging focus of spiritual care and chaplaincy in patient experience excellence and provide a core set of central themes and concepts for organizations to consider regarding spiritual care.

Redefining Possible: Lessons from a Specialty Rehab Hospital

Published January 1, 2016

On the Road with Craig Hospital – January 2016 by Stacy Palmer This month’s On the Road highlights the incredible opportunity to learn from organizations that may seem vastly different from your own. I had the privilege to spend time at Craig Hospital, a 93-bed specialty facility near Denver, Colorado. Solely focused on helping people

Randomized clinical trial comparing perioperative care for breast cancer patients at a patient hotel versus a general surgical ward

Published November 12, 2015

Should I stay or should I go? Patient understandings of and responses to source-isolation practices

Published November 12, 2015

The effect of soothing sound machines and meditation using CD players on relaxation in acute care orthopedic patients

Published November 12, 2015

The Impact of Hospital Hospitality Lodging on the Patient and Family Experience

Published July 28, 2015

Learn how hospitality houses impact overall stress, health, finances, nutrition, sleep, spiritual concerns, and the myriad of other needs of patients and their caregivers / loved-ones.

Designing Better Experiences with Patient and Family Involvement

Published October 1, 2014

On the Road with Boston Children’s Hospital – October 2014 by Deanna Frings and Stacy Palmer Our latest On the Road took us to Boston Children’s Hospital, a facility with incredible history and an important heritage that still lives today. While Boston Children’s is considered a destination for its clinical excellence and innovations, it is

The Dirt on Hospital Cleanliness

Published May 13, 2014

Learn how WellSpan Health used a system-wide, structured approach to improve cleanliness while also honoring the daily operational realities of each individual hospital.

Factors in patients’ experience of hospital care: Evidence from California, 2009-2011

Published April 30, 2014

Quiet at Night HCAHPS Scores: Understanding What’s Really Hurting You

Published February 25, 2014

Some fundamental hospital policies and unaddressed cultural landmines can doom a noise reduction plan more than nurse conversations. Undergo a paradigm shift about noise reduction.

Optimizing the Patient Experience: Music and Nature at the Bedside

Published July 25, 2013

Learn the benefits of adding music and nature to not only improve experience but also reduce stress, minimize delirium, minimize the negative impact of unavoidable noise, improve restfulness and sleep and improve staff and patient satisfaction.

Bridging the Gap between Acute Care and Home

Published June 1, 2013

On the Road with Spaulding Cape Cod – June 2013 by Stacy Palmer Our June On the Road took me to the quaint and historic towns along Cape Cod, Massachusetts at the start of their summer season. Nestled within the scenic landscapes, near the beautiful East Coast beaches, lies Spaulding Cape Cod of the Spaulding

A Committed Journey to Patient Experience Excellence: Environment, Process & Interactions

Published November 1, 2012

On the Road with Florida Hospital – November 2012 by Jason A. Wolf Arriving in Orlando is a magical experience in itself. It is hard to escape the joy you see on the children’s faces who know they are about to see something magical and the sense of wonder on the faces of those departing

Concierge Care: Service with (Much) More than a Smile

Published July 12, 2012

This presentation outlines how the development of concierge services at your hospital can empower patients, guests, family members and nursing so you are able to provide (and measure) the best health care experience.

Doing What’s Right For Kids

Published May 1, 2012

On the Road with St. Louis Children’s Hospital – May 2012 by Jason A. Wolf Our May On the Road took me to the “Gateway to the West”, St. Louis, and specifically St. Louis Children’s Hospital. My host, Joanne Buttice, Director of Guest Services, planned a journey through the facility to engage with leaders, caregivers,

The Hospital Noise Project: Lessons on Addressing Noise

Published January 19, 2012

The Hospital Noise Project studied noise reduction efforts in 241 U.S. hospitals. Leaders described their approach, reported their level of success and reviewed the results they achieved.

Compassionate Care with Tails: Creating or Reviving an Animal Program

Published August 22, 2024

Discover medical & emotional benefits of a hospital animal program as well as benefits to your organization.

Customer Engagement Strategies

Published August 22, 2024

Learn how to develop a strategic plan on how to drive customers to your shop, how to create a culture of fun and how to develop a frequency reward program for your customers.

Discharge with Dignity: How the Thrift Shop can Make a Difference

Published August 22, 2024

Explore the concept and launch of “Discharge with Dignity” program, share process of working with Case Management/Social Workers/Care Transitions Team, and describe impact on patient throughput.

SIZE DOESN’T MATTER: Big or Small Can Have It All!

Published August 22, 2024

Identify measurements that will help your shop achieve greater financial success and how to demonstrate better marketing tactics and effective sales techniques.

Thrift Shop: Turning to Population Health

Published August 22, 2024

Review types of events that have been promoted to support the identified needs and identify opportunities to support the community while promoting the services of their health network.

Volunteer Integrative Healing Services: Caring Hands in Action

Published August 22, 2024

Gain knowledge on essential components of a volunteer hand massage program, learn how to integrate volunteers into the patient care model, and understand how volunteer hand massage can positively impact the patient experience.