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 pivotal role
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
In the ever-evolving landscape of healthcare, patient relations play a crucial role in ensuring a positive patient experience. Effective complaint and grievance recording and reporting are fundamental components of this process, directly impacting patient satisfaction, trust, and overall care quality. Join the Patient Advocacy Community for an insightful discussion of effective practices for managing patient
Wondering how to take your Patient Advocacy team to the next level? This webinar will walk through the advantages of having a physician champion working closely with your advocacy team. We will cover physician engagement, clinical oversight, quality review, and key concepts that make for a successful physician partnership. Presenters will share their journey of
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
Disruptive behavior undermines the relationships, communication, and teamwork needed to provide high-quality patient care. To promote a culture of safety, health care organizations must address the problem of behaviors that threaten the performance of the health care team. Join the Patient Advocacy Community for an opportunity to discuss disruptive behavior response plans. Connection Calls are
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
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
Join Vita Steina to learn more about her Fellow in Human Experience (FHX) project to explore and gather a collection of leading practices driving experience excellence globally. Vita’s project provided a comprehensive look at how organizations around the world are working to advance their experience work in a variety of critical ways. This collection of
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
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.
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
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
In 2019, we, as a group of patients and researchers, were invited to rethink how the executive board received and responded to patient stories at a specific NHS hospital trust in the UK. Through an iterative series of meetings, we were able to co-identify common concerns and together develop a distinctive narrative framework for effecting
In healthcare, stories shared by patients often provide details and insights into experiences of illness and care. Stories are a way to educate healthcare providers and others to improve care and systems to become more patient and family centred and to better meet patients’ needs and priorities. Telling stories may bring benefits to both storytellers
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
Those working in healthcare have been experiencing the challenges associated with incivility of patients and family members. The workforce needs tools to effectively and confidently have conversations with upset individuals.
Those working in healthcare have been experiencing the challenges associated with incivility of patients and family members. The workforce needs tools to effectively and confidently have conversations with upset individuals.
Hear how Tandigm Health in Philadelphia strategized, set-up, rolled out and managed a provider and patient experience program in its earliest phases – moving from awareness building to metrics/compensation and accountability.
Achieving a Compassionate, Person-Centered Organization by Design
Learn about tools and resources to assess your progress and support your journey to transform the human experience in healthcare.
Most people are familiar with the quote by the Greek philosopher Heraclitus, “Change is the only constant in life.” As wise and true as these words are, change still catches most of us by surprise. In some people, the fear of change can even be anxiety-provoking (a condition known as metathesiophobia). While most of us
This paper, published in collaboration with Healthcare Financial Management Association, explores how revenue cycle plays an integral role in a person’s experience well before and after a clinical engagement.
Hear recommended best practices and digital solutions to address all three of these areas to boost revenue while also improving patient engagement and outcomes.
Hear global insights and evidence on where the experience movement is headed, where it is challenged, how its focus is evolving and what new frontiers it is exploring.
Explore the first and second aims in the Governance & Leadership segment of The New Existence: Create Transparency across the Healthcare, and Restore and Nurture Confidence.
In this session of the New Existence Webinar Series we will explore the first and second aims in the Governance & Leadership segment of The New Existence: Create Transparency across the Healthcare, and Restore and Nurture Confidence.
Hear ideas for new or different volunteer positions that leaders can propose to their hospital administration.
Review strategies to successfully negotiate the challenges of implementing a generalizable training initiative across a diverse ambulatory arena.
On the Road with University of Chicago Medicine, Virtual – December 2020 by Stacy Palmer, CPXP and Terri Ipsen, CPXP We began our On the Road program over 10 years ago, just after establishing The Beryl Institute as a membership organization, as a means to highlight challenges and successes in driving experience excellence. The series
“Racism is a problem with bad policy, not bad people.”
Learn an innovative approach to training inpatient hospital volunteers in a consistent, effective manner.
Learn how patient experience aligns with process improvement to increase patient experience awareness in front line team members, provides meaningful data to team leaders and creates clarity and a baseline understanding of what matters most.
This paper examines evidence of successful patient experience practices in pediatric settings and highlights key findings to help organizations achieve their experience goals.
Learn how transform healthcare by infusing human-centered design and evidence-based methods into operations with strategic and consistent psychological behaviors to enhance patient and employee expectation, perception and experience.
Observational-Based Patient Interviewing and the Skeptic’s Lens are two key tools used to uncover insights into the kinds of behavior that create a “wow” experience.
Presenters will share an interdisciplinary team-based approach, how they gained essential buy in and support and secured the dedicated resources. All, which has resulted in achieving impressive outcomes in patient throughput and enhanced teamwork.
What must it be like to be a young teen struggling with a sense of being in the wrong body?
Hear global insights and evidence on where the experience movement is headed, where it is challenged, how its focus is evolving and what new frontiers it is exploring.
On the Road with Phillips County Health Systems – August 2019 by Tiffany Christensen, CPXP When The Beryl Institute Team goes On the Road, some trips include more “road” than others. Getting to Phillipsburg, Kansas required 3 planes, a rental car and a long drive through miles of farm country. Getting the opportunity to learn
With discoveries and opportunities transferrable to many healthcare settings, the paper examines innovation through The Beryl Institute’s Experience Framework.
Learn how an 800+ bed academic health-system, reached the 90th percentile in patient satisfaction by deploying the 60 day rapid improvement initiative.
Antoinette Thomas, RN, MSN, Chief Nursing Officer, Oneview Healthcare, explains how times have changed for nurses and provides tips on how we can empower nurses through an investment in technology.
On the Road with St. Joseph’s Health – Wayne/Paterson, NJ – May 2019 by Jason A. Wolf, PhD, CPXP A Cornerstone of Compassion Our latest On the Road presented a profound opportunity for me. Not only is St. Joseph’s Health and its flagship St. Joseph’s University Medical Center housed in one of the most diverse
Explore the Department of Veteran Affairs’ journey of patient experience by using a self-assessment, Roadmap and guidebook.
This paper explores strategic goals supporting improvements and enhancements in patient experience in Neonatal Intensive Care Units (NICUs).
Unconscious bias is the mechanism of our brain that allows us to make shortcuts to quickly interpret and respond. For this very reason, awareness training is key and Barbara Warren with Mount Sinai Health System provides four tips to address unconscious bias.
Creating a pediatric unit that truly addresses the needs of children with patient-facing technology.
Research has shown the positive impact a well-designed and utilized whiteboard can have on the patient experience.
Learn approaches to writing patient-centered letters in response to grievances received.
The Springfield Healthy Homes Asthma Program (SHHAP) implements an intervention that offers both in-home asthma education and home remediation to local families struggling with the impacts of asthma.
The question the study posed was “Will providing dedicated time for a patient/family to orient to the clinic during the first appointment impact patient experience survey results?”
Simlifying the data from patient experience surveys.
Changing how staff and physicians communicate with patients and eachother.
Hear how a 36 hospital health care system, and specifically two hospitals, maintained the focus on patient experience through weekly meetings with key departments.
Learn about the efforts of a pediatric hospital to involve families in quality improvement activities and sustain family engagement in LEAN transformation initiatives.
Seattle Children’s Hospital launched a pilot program to demonstrate the efficacy of patient navigation in the pediatric healthcare setting.
Learn how to improve operational efficiencies within your practice, how to engage the patient for better outcomes, and it will discuss how the patient experience will impact your social media presence.
Explore key ideas on what patient experience can learn from child life, including the powerful stories of families impacted by these efforts and providing recommendations for action in how to apply these ideas in strengthening patient experience efforts overall.
On the Road with Hamilton Health Sciences – October 2017 by Jason A. Wolf, PhD, CPXP My latest On the Road took me to Hamilton Health Sciences (HHS) in Hamilton, Ontario and a visit grounded in a rigorous and evidence-based approach to experience excellence. It is also the second month in a row that our
Janiece Gray, Founding Partner/CEO, DTA Associates, Inc. Richelle Jader, Director of Emergency Services, Regions Hospital Daisy Nelson, Charge Nurse/Staff Nurse, Regions Hospital This session will provide a deep dive into key principles for changing a culture within a Level 1 Trauma Center. A case study will be featured with the key principles that have helped
Explore what was learned from the almost 1,700 respondents representing 26 countries across six continents and share the challenges and opportunities in addressing patient experience.
Learn what organizations are doing to support all who work in healthcare deliver the best to their patients, families and each other.
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
In an effort to expand the overall discussion on experience, this paper explores the perspectives and practices of the patient, resident and family experience in long-term care.
This paper explores effective strategies for measuring key talents that directly impact patient care and examines how healthcare facilities need to measure what matters most – their people.
Barbara Lewis, founder of Joan’s Family Bill of Rights, explores Patient and Family Advisory Councils and their financial impact on hospitals.
This paper explores the link between patient experience and organization performance through a study conducted by Anthony Stanowski, one of The Beryl Institute’s Patient Experience Scholars.
The purpose of this study was to assess the language needs of the Tallahassee Memorial patient population based on data gathered at the admission and registration portion of the patient stay.
The paper offers guidance on creating a culture where employees view their work life as a calling versus a job and explains how that differentiation can make a significant difference in the experience provided to patients.
This paper addresses the idea that improving the patient experience has true financial implications reaching well beyond reimbursement dollars.
This PX paper visits the increasing importance of cultural competence and cultural sensitivity in the healthcare sector and how it impacts the experience of patients, their families and support groups.
This paper highlights the results of two new surveys that illuminate the importance of the patient experience and describes the components of a successful service culture.
On the Road with Hospital Israelita Albert Einstein, São Paulo, Brazil – June 2016 by Jason Wolf A Perspective on Motivations Our latest On the Road reinforced the fundamental global nature of patient experience. While various nations have seen systemic shifts in their healthcare organizations towards a focus on the patient and family (the consumer,
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
Learn about the VHA’s overall patient centered care efforts, including patient experience and clinical practice elements based on their innovation engine and the VHA’s Guidebook to Patient Centered Care.
Hear how Allina sustained their efforts and 3 years later, continued to improve in spite of organizational change.
Hear how an organization incorporating proven practices and behaviors sustained success in improving HCAHPS scores and will assist the newer patient experience professional in being successful from the very beginning of their journey.
On the Road with Southeast Louisiana Veteran’s Healthcare System – November 2015 by Stacy Palmer Our latest On the Road took me to the spirited city of New Orleans where the Southeast Louisiana Veteran’s Health Care System has recovered from the devastation of Hurricane Katrina over 10 years ago with amazing determination and an unwavering
This presentation overviews a hospital system consolidation and integration of acute, post-acute, long-term care, wellness, outpatient care and person-centered navigation teams as a central framework for achieving population health goals.
On the Road at our first 10 Roundtables – October 2015 by Jason Wolf, Deanna Frings and Stacy Palmer Every fall members and guests of The Beryl Institute gather at Regional Roundtable events to network and share best practices around patient experience improvement. Since the program began in 2011, ten of these events have occurred,
Be introduced to the ONE Experience model and how it keeps Patients First, Always. Learn four key tactics that enhance the patient experience in care locations from inpatient to ambulatory and pediatrics to long term care.
See how a Northern Virginian health system of 5 hospitals and 30 outpatient clinics collaborated in a three-year transformation that resulted in higher HCAHPS scores, more engaged employees and better clinical and operational outcomes.
Uncover and track significant trends from the 2015 State of PX benchmarking study.
Learn how STEGH has applied Lean to the development of its Patient Experience Strategy, Patient Experience Council, and recruitment of Patient Advisors.
On the Road with Cook Children’s Medical Center – March 2015 by Michelle Garrison and Stacy Palmer Our latest On the Road took us to Cook Children’s Medical Center, part of Cook Children’s Health Care System, a not-for-profit, integrated pediatric system based in Fort Worth, Texas. An institutional member of The Beryl Institute, Cook Children’s
On the Road with University of Arkansas for Medical Sciences – February 2015 by Jason A. Wolf, Ph.D. A Strategy for Success and a Big First Step This month’s on-the-road visit reveals a comprehensive effort to address the patient and family experience and focus on the principles of patient- and family-centered care (PFCC) found at
The need for improved communication with limited English proficient (LEP) patients has risen steadily.
On the Road with Virginia Mason Health System – November 2014 by Michelle Garrison and Jason A. Wolf, Ph.D. A Powerful Strategic Focus Our latest On the Road took us to an unusually sunny Seattle to visit with Virginia Mason Health System and explore the comprehensive effort they have taken on to transform their organization
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
On the Road with Value Health Partners – August 2014 by Jason A. Wolf, Ph.D. My August On the Road provides a new perspective and a variation from our typical story of a single site visit. More so, it reinforces a critical point we have worked to support and encourage through our work at The
Examine the elements that constitute the patient experience and how strategy and culture are critical to any improvement efforts.
On the Road with Cincinnati Children’s – March 2014 by Jason A. Wolf As I began my third visit to a children’s hospital in our On the Road series, I was reminded of how much the pediatric setting magnifies the intensity, emotion and miraculous nature of the healthcare experience. As I entered the main hallway
Find answers to multidisciplinary problems in less time and with greater satisfaction to the patient and/or staff in order to clarify or enhance a plan of care.
On the Road with GRHealth – January 2014 by Jason A. Wolf I was honored to spend time recently with the team at Georgia Regents Health (GRHealth) in Augusta, GA. My visit was a combination of opportunity to listen and learn and a chance to speak and share as part of GRHealth’s Patient- and Family-
Health First shares its strategies to improve patient experience by better managing communication with patients in pre-service areas such as scheduling, registration and financial counseling.
Understand the history of patient navigation, including its origin and components.
On the Road with Carolinas HealthCare System – July 2014 by Jason A. Wolf, Ph.D. Our latest On the Road took us from last month’s look at the power of intention at a visionary community hospital to one of the most comprehensive integrated patient experience efforts I have had the chance to encounter. My visit
How do you build a business case for patient-centered redesign of an entire clinical service line across multiple locations?
This report shares insights on patient experience including how healthcare professionals are structuring their experience efforts across the globe.
Learn to establish and convey expectations to patients through improved communication practices.
What does a patient experience looks and feels like when designed from the perspective of companies that are world class in customer experience?
Learn how Vidant Medical Center’s Office of Patient and Family Experience (OPFE) developed and implemented a comprehensive roadmap to guide their journey to exceptional experiences.
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
On the Road with Scripps Health – July 2012 by Jason A. Wolf Our July On the Road took me to the Scripps Health and the blue skies and ocean breezes of San Diego, CA. The visit included hospitals driving new care processes and those living through the strains of construction and growth, from emergency
Spotlighting gives caregivers new tools to show their compassion, honor patient dignity and foster an environment in which patients feel safe and nurtured.
On the Road with Texas Health Presbyterian Hospital – March 2012 by Jason A. Wolf Our March On the Road took us to the campus of Texas Health Presbyterian Hospital Dallas and a story of patient experience grounded in the efforts of 4000 employees. It is a story of a systemic effort of active engagement
Explore the “hidden” aspects that significantly influence the patient experience with a focus on fundamental strategies used to improve HCAHPS performance.
On the Road with Inspiration NW, NHS North West Manchester, United Kingdom – September 2011 by Jason A. Wolf Our September On the Road took me to Manchester, United Kingdom for a visit with Inspiration NW. This team of patient experience leaders is building a focused effort on the service experience in the National Health
On the Road with Inova Fair Oaks Hospital – August 2011 by Jason A. Wolf Our latest On the Road took us to Inova Fair Oaks Hospital (IFOH), just minutes from Washington, DC. With the cacophony and chaos inside the Capitol Beltway these days, the quiet and calm of IFOH played a stark contrast. After
Learn how to design and execute an Experience Mapping project as well as see examples of how to apply experience mapping insights to operational improvements, marketing communications and coordination.
This webinar considers the impact and outcomes resulting from the patient’s experience with a healthcare system’s revenue cycle.
Research from the study, which included responses of almost 1,100 healthcare leaders from over 670 unique organizations, reveals that patient experience remains a top and increasing priority for American Hospitals.
On the Road with Medical Center Arlington – May 2011 by Jason A. Wolf After an insightful visit to the health system in British Columbia, Canada and a hiatus for The Patient Experience Conference, we return with the story of a facility that represents a question posed and a situation faced by most healthcare organizations
On the Road with UCLA Health System – February 2011 by Jason A. Wolf From snow-bound delays in wintery Chicago, our February On the Road takes us to the hills of Los Angeles and UCLA Health System. The warm light of the cloudless California day seemed to set the stage for the shining example of
On the Road with UC Irvine Healthcare – January 2011 by Jason A. Wolf On a recent trip to California I had the welcome opportunity to visit with the team at University of California Irvine Healthcare. My hope was to be able to frame a clearly defined effort focused on improving patient experience and get
On the Road with Baylor Health Care System, Dallas, TX – November 2010 by Jason A. Wolf, Executive Director, The Beryl Institute Framing the Journey The inaugural edition of On the Road with The Beryl Institute literally became just that – a two-day road tour. Our host for this month’s visit, the Baylor Health Care
Discuss how hospitals are being asked to do more with less as volunteer departments are often challenged to justify budgets and prove “worth.”
Adapt required learning material into more entertaining, more satisfying, and better retained lessons.
Learn how to create annual strategic planning sessions, and to create a departmental dashboard of goals and metrics for the year,
Explore the importance of a strategic plan in strengthening their department, demonstrate the impact of using your hospital’s MVV as foundation for an effective strategic plan for the Volunteer Services Department.
Evaluate your current volunteer onboarding process, explore ways to effectively and efficiently streamline onboarding new volunteers and identify two different approaches of onboarding with similar outcomes.
Learn how to integrate the power of encouragement and the human connection as value added into the patient experience.
Assess existing programs. Develop recruiting & retention strategies. Develop new positions. Develop strategies for engaging staff to effectively work with volunteers.
Understand parameters for innovative positions. Create new positions that serve the changing needs of your hospital and today’s volunteer. Learn ways to measure value of a program. Identify steps that will bring Volunteer Services to the planning table.
Evaluate current conditions of volunteer service and auxiliary, recognize/identify the challenges that are prohibiting growth or development of Auxiliary or Volunteer Departments.