Published May 14, 2026
This case study explores how The Queen’s Medical Center prioritized patient rest and healing through systemwide practices focused on communication, environment, staff training, and volunteer support in response to new HCAHPS restfulness measures. Their efforts reinforced rest as an essential part of recovery and contributed to top quartile patient experience performance.
Published April 7, 2026
Discover how collaboration and innovation improved the experience of patients holding in the Emergency Department at Tampa General Hospital. Through PFAC partnership, guest services rounding, volunteer engagement, and technology enhancements, this initiative elevated comfort, communication, and care coordination. Attendees will gain replicable tools to improve experiences in nontraditional care settings. Speakers -Amy Matthews, Manager of
Published March 24, 2026
For patients and families, getting lost in a hospital can feel overwhelming and it often shapes their perception of care before a single clinical interaction occurs. Wayfinding is more than signage; it’s a human-centered experience that affects safety, efficiency, and trust. Join this webinar to discover how thoughtful, patient-centered wayfinding can transform the hospital experience.
Published February 24, 2026
Lisa Groon Manager of Quality & Patient Experience, TEDx Speaker Sanford Health “Looks like they’re ready for you, Mom.” It was the first clinic appointment I attended with my mom after her diagnosis. Before that, she had always been the one taking me to appointments, helping me answer questions, and keeping track of details. Now,
Published February 3, 2025
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 from 45% to 70% in three months. Attendees will gain insight into building volunteer-driven programs that
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.
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.
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
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
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
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
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
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
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
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
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
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%
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
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.
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
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
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
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,
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
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
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
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
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
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
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
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
Published February 28, 2024
Complimentary – 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
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
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
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
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
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
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
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
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
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.
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
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,
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
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
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.
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.
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
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
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
Published November 2, 2022
Published November 2, 2022
Published November 2, 2022
Published November 2, 2022
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.
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
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
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
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”
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,
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.
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.”
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.
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
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.
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.
Published July 13, 2021
Explore interventions and initiatives that ensure the emotional safety of pediatric patients.
Published June 16, 2021
Nobl rounding platform assists in optimizing workflow of rounds in the ED.
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.
Published February 2, 2021
quiet environment at night can decrease sleep-wake disturbances and positively impact a patient’s experience during hospitalization.
Published November 19, 2020
Published August 27, 2020
Creating meaningful connections after a traumatic healthcare experience.
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.
Published June 1, 2020
Using Music Therapists to promote relationation and feelings of hope for patients, families and staff members.
Published May 3, 2020
Listening to our patients’ families to enhance the preoperative environment.
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.
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.
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.
Published November 13, 2019
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.
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.
Published June 26, 2019
Published June 26, 2019
Published June 26, 2019
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.
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.
Published January 29, 2019
Utilizing the Theory of Change model to improve patient experience.
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.
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.
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.
Published July 26, 2018
How VR can improve experience for infusion patients.
Published July 25, 2018
Published November 7, 2017
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
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.
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
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.
Published April 25, 2017
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.
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.
Published November 15, 2016
The sensory environment will be defined and we will look at environmental stressor, symptoms, and ways to provide relief.
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.
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.
Published September 13, 2016
Investigate the design of environments that heal with an introduction to the art of healing, health, care, and the environment.
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.
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.
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.
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.
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.
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).
Published June 25, 2016
This paper reviews quantitative survey results gathered in the Institute’s 2013 patient experience benchmarking research.
Published June 23, 2016
This paper explores strategies for implementing music and the arts into patient experience efforts.
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.
Published June 19, 2016
What is the impact of ambient noise generators in reducing noise and improving patient satisfaction?
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.
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.
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.
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.
Published November 12, 2015
Published November 12, 2015
Published November 12, 2015
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.
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.
Published April 30, 2014
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.
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.
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.
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.
Published August 22, 2024
Discover medical & emotional benefits of a hospital animal program as well as benefits to your organization.
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.
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.
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.
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.
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.