Infrastructure & Governance Resources

Building Representative PFACs: From Formation to Sustainment

Published February 16, 2026

2pm ET / 1pm CT / 12pm MT / 11am PT – This webinar focuses on best practices for developing, implementing, and sustaining Patient and Family Advisory Councils (PFACs) and Patient and Family Advisors (PFAs) that are diverse, representative, and meaningfully integrated into organizational safety work. Discussion will include governance structures, recruitment, inclusion, and strategies

At the Ready! An Innovative Volunteer Float Pool and Its Positive Ripple Effects

Published November 20, 2025

Have you ever faced an urgent request from a colleague, knowing the perfect volunteer to fill their request but unsure if they are onboarded, trained, and available? This session will explore the creation and implementation of the “At the Ready!” volunteer float pool at Mount Sinai Hospital, highlighting its transformative impact on our response to

Enhancing System-Level Quality Improvement through Patient-Inclusive Teamwork: A Review

Published December 2, 2025

Engaging patients in quality improvement (QI) initiatives offers significant advantages, including increased patient satisfaction, improved outcomes, and the integration of creative insights from patient perspectives. This review synthesizes findings from 14 peer-reviewed articles retrieved from PubMed and Google Scholar, focusing on patient-inclusive teamwork in healthcare settings. Despite the recognized benefits, patient involvement remains limited due

PFAC Restructure: Expanding Councils, Enhancing Quality, Securing Leader Buy-In

Published October 16, 2025

Join us for an in-depth session on innovative strategies for restructuring Patient and Family Advisory Councils (PFACs) to align with organizational goals and improve patient-centered care. Discover how to expand PFACs to better meet evolving needs, enhance the quality of patient engagement, and secure vital leadership support. Learn about the PFAC Lunch and Learn series,

Connection Call: Aligning Volunteer Services and Patient Experience for Maximum Impact

Published September 24, 2025

We all know that the work that volunteers do in our organizations directly impacts patient experience, but that connection isn’t always clear to your patient experience department. So how do you create and amplify that partnership? Join us as we learn from our peers about their partnerships and experience working with patient experience and how

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

Published September 11, 2025

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

Crafting a Patient Experience Program While Commissioning a Hospital

Published September 4, 2025

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

Caring for Everyone: The Vital Role of America’s Essential Hospitals

Published July 9, 2025

J.R. Labbe, CEC Co-Founder, CCO, Executive Coach CSE Leadership, LLC Nicole Kirchhoffer DNP, MS, RN, CEN, CPXP, FPCC, NEA-BC Patient Experience Officer / Assistant Vice President Maimonides Medical Center Sharif Abdelhamid, MA, CPXP Chief Patient Experience Officer Denver Health Lara Burnside, MHA, CEC Co-Founder, CXO, Executive Coach CSE Leadership We’ve been called many things over the years

Developing Multidisciplinary Committees for Patient Experience Effectiveness

Published June 26, 2025

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

Aligning Experience to Drive Scalable, Sustainable Change

Published June 10, 2025

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

Starting a Pediatric Parent Advisory Council: Overcoming Adversity

Published May 20, 2025

Creating a Pediatric Parent Advisory Council (PPAC) can be a transformative way to enhance family-centered care. Join us as we share our journey from the early stages of conceptualizing a PPAC, through navigating the challenges of the COVID-19 pandemic, to launching a council that has grown and thrived since August 2021. With 16 active parents

Experience Management Everywhere

Published May 15, 2025

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

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

Published March 29, 2025

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

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

Experience Framework Lens: Infrastructure and Governance

Published March 27, 2025

Experience Framework Lens: Infrastructure and Governance Effective experience efforts require both the right structures and processes by which to operate and communicate and the formal guidance in place to ensure sustained strategic focus. The Why: Patients should be involved in healthcare governance because their lived experiences and perspectives help create a more patient-centered system. P/F

Health Equity: The Metronome for Human Centered Care

Published December 17, 2024

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

ED Processes & Improvements: Implementation Best Practices & Outcomes

Published August 29, 2024

In this webinar, an Associate Chief Experience Officer, a Program Director, an Analyst, and a consultant will present what they did to improve patient experience outcomes across seven hospitals’ emergency departments which resulted in improved HCAHPS scores in all seven hospitals. The strategic, systemwide process improvements are based on analyses provided through Epic tools and

Patient Advocacy Community Connection Call: Effective Practices for Complaint and Grievance Recording and Reporting

Published October 11, 2024

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

Is There a Doctor in the House? The Benefits of Partnering a Physician with Patient Advocacy

Published September 17, 2024

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

Ownership at the Frontline: Innovating an Experience Champions Program

Published August 16, 2024

Many patient experience teams are small, and it’s hard to do it all. Having an “Experience Champs” program allows us to have multiple hands with one voice influencing all locations. Experience Champs are made up of frontline staff members who are chosen by their leaders as passionate role models. During the last five years, the

Patient Advocacy Community Connection Call: Disruptive Behavior Response Plan

Published July 22, 2024

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

Published July 11, 2024

A Commitment to Human Experience in Essential Hospitals highlights the innovative practices of essential hospitals in enhancing the human experience in healthcare. These safety-net hospitals are crucial for providing care to underserved and marginalized communities, addressing complex medical needs and significant socio-economic challenges. Despite facing financial constraints and staff shortages, essential hospitals excel in creating

Phoneside Manners: Strategies for Effective Communication

Published April 16, 2024

As the first point of contact that a patient has with your office, what transpires after the phone’s first ring can set the tone for the entire patient experience and impact patient satisfaction. Phoneside manners occur before a patient even walks through your front doors and can determine the outcome, mindset, and overall satisfaction of

A Global Perspective on Experience Excellence: Examples from Around the World

Published April 15, 2024

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

How Daily Huddles Launch Conversation to Drive Metric Improvement

Published January 9, 2024

Since 2015 Cone Health Medical Group has been intentional about creating a culture of service excellence. Watch this webinar to discover how we partnered with Ritz Carlton Leadership Center to implement some of their key components ensure we have communication traveling from our sites up to our leaders and from our leaders down to our

Leader Rounding: A Proactive Approach to Improve Experience

Published October 10, 2023

The goal of leader rounding with patients is to understand their health care experience from their perspective by having personal conversations with them. Rounding with patients is an intentional and systematic process where leaders regularly check in with patients to build relationships, decrease anxiety, increase trust, verify consistency of care, and gain real time feedback.

Pitching Your Experience Strategy to the C-Suite

Published August 15, 2023

You may be new in your role as a Patient/Human Experience leader or you have worked hard to become in the field. Now, you want to share your insights and knowledge, starting with convincing the C-suite about the importance of Human Experience and how valuable an focus on experience would be in your organization. Maybe

Using Unsolicited Patient Complaints to Improve Patient Outcomes and Organizational Culture

Published July 24, 2023

To meet regulatory and accreditation requirements hospitals and health systems have policies and processes in place to respond to patient complaints and grievances. Watch this webinar to learn how Marshfield Clinic Health System implemented processes to maximize complaint capture, provide service recovery, and produce meaningful outcomes for their patients and the organization. The partnership with

Part of the team: Effecting change and sharing power in healthcare settings

Published April 27, 2023

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

Storytelling at board meetings: A case study of co-developing recommendations

Published April 27, 2023

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

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

Published March 9, 2023

Jason A. Wolf, Ph.D., CPXP, President & CEO, The Beryl Institute Brian Carlson, Vice President, Patient Experience, Vanderbilt Health Jennifer Carron Passon, MSOM, CPXP, Patient Experience Officer, BJC Health System Julie Kennedy Oehlert, DNP, RN, Chief Experience and Brand Officer, ECU Health Leaders today in healthcare organizations have come to see a real impact in

Public satisfaction with COVID-19 vaccination program in Saudi Arabia

Published November 2, 2022

Service Recovery for All: The Out-Patient Setting

Published July 7, 2022

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.

Service Recovery for All: The In-Patient Setting

Published June 21, 2022

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.

From the Primary Care Frontline: How to Establish a Practical Patient Experience Program

Published May 3, 2022

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.

Briner Imaging uses Patient Advocacy Data to Improve the Diagnostic Experience

Published February 28, 2022

Achieving a Compassionate, Person-Centered Organization by Design

Exploring the Foundational Frameworks to Build a Strategy for Experience Excellence

Published January 25, 2022

Learn about tools and resources to assess your progress and support your journey to transform the human experience in healthcare.

Going Off on a Tangent: Exploring the Possibility of Process Change

Published March 16, 2023

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

The Role of Revenue Cycle in Elevating the Human Experience in Healthcare

Published December 8, 2021

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.

3 Keys to Increasing Appointments in 2021

Published July 20, 2021

Hear recommended best practices and digital solutions to address all three of these areas to boost revenue while also improving patient engagement and outcomes.

The State of Patient Experience 2021: Reflecting on Realities as we Transform the Human Experience in Healthcare

Published June 10, 2021

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.

Restore and Nurture Confidence

Published May 27, 2021

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.

Create Transparency across the Healthcare Ecosystem

Published April 22, 2021

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.

Volunteer Leadership During a Pandemic

Published February 16, 2021

Hear ideas for new or different volunteer positions that leaders can propose to their hospital administration.

Effective Ambulatory Quality Initiative Improves Patient Experience

Published January 19, 2021

Review strategies to successfully negotiate the challenges of implementing a generalizable training initiative across a diverse ambulatory arena.

Patient experience in outpatient clinics: Does appointment time impact satisfaction?

Published November 12, 2020

Let’s collectively raise our voices to say, “We’ve had enough.”

Published November 9, 2020

“Racism is a problem with bad policy, not bad people.”

Well-Rounded: A Fresh Approach to Training Volunteers for Inpatient Service

Published September 30, 2020

Learn an innovative approach to training inpatient hospital volunteers in a consistent, effective manner.

A COVID-19 patient’s experience: Engagement in disease management, interactions with care teams and implications on health policies and managerial practices

Published August 5, 2020

A comprehensive call center supporting safe, efficient operations during a pandemic

Published August 5, 2020

Radiology Bundle: Collaborative Approach to Designing an Experience

Published June 2, 2020

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.

Caring for our Children: A Look at Patient Experience in a Pediatric Setting

Published May 29, 2020

This paper examines evidence of successful patient experience practices in pediatric settings and highlights key findings to help organizations achieve their experience goals.

Strategic Psychological Behaviors to Enhance Patient Experience

Published March 31, 2020

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.

Hidden Opportunities to Design a Better Experience

Published March 3, 2020

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.

Volunteer contributions in the emergency department: A scoping review

Published November 13, 2019

A Team Approach to Improving Patient Throughput

Published November 12, 2019

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.

I was fine with my body. I just didn’t like that it was mine.

Published September 16, 2019

What must it be like to be a young teen struggling with a sense of being in the wrong body?

The State of Patient Experience 2019: Looking to the Future of Human Experience

Published September 10, 2019

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.

Innovating the Patient Experience: Trends Gaps and Opportunities

Published July 30, 2019

With discoveries and opportunities transferrable to many healthcare settings, the paper examines innovation through The Beryl Institute’s Experience Framework.

Pedal to the Metal: How to Improve Patient Experience in 60 Days

Published July 16, 2019

Learn how an 800+ bed academic health-system, reached the 90th percentile in patient satisfaction by deploying the 60 day rapid improvement initiative.

Barriers and enablers of patient and family centred care in an Australian acute care hospital: Perspectives of health managers

Published June 26, 2019

Empowering Nurses in Changing Times

Published May 7, 2019

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.

Department of Veteran Affairs Roadmap to Patient Experience

Published April 25, 2019

Explore the Department of Veteran Affairs’ journey of patient experience by using a self-assessment, Roadmap and guidebook.

Improving Patient and Family Experience in the NICU

Published March 21, 2019

This paper explores strategic goals supporting improvements and enhancements in patient experience in Neonatal Intensive Care Units (NICUs).

Mitigating Unconscious Bias to Improve Patient Experience

Published January 9, 2019

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.

@Hawkeye Heaven: How University of Iowa Stead Family Children’s Hospital Used Technology and Empathy to Improve Patient Experience

Published November 27, 2018

Creating a pediatric unit that truly addresses the needs of children with patient-facing technology.

Improved Patient Communication with Systematic Whiteboard Use

Published November 27, 2018

Research has shown the positive impact a well-designed and utilized whiteboard can have on the patient experience.

Empathic Approaches to Writing Meaningful Grievance Letters

Published November 13, 2018

Learn approaches to writing patient-centered letters in response to grievances received.

Springfield Healthy Homes Asthma Program (SHHAP)

Published October 30, 2018

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.

Using survey results to determine if first visit orientation to the ambulatory clinic will improve the patient experience

Published September 10, 2018

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?”

Narrative Visualization – Building Stories from Survey Responses

Published July 26, 2018

Simlifying the data from patient experience surveys.

Integrating the patient and caregiver voice in the context of pediatric, adolescent, and young adult care: A family-centered approach

Published July 25, 2018

Wait time reality check: The convergence of process, perception, and expectation

Published July 25, 2018

Compassionate Caring Connections

Published June 29, 2018

Changing how staff and physicians communicate with patients and eachother.

52 Weeks of Overmanaging Creates Success

Published June 19, 2018

Hear how a 36 hospital health care system, and specifically two hospitals, maintained the focus on patient experience through weekly meetings with key departments.

Transforming the Riley Experience

Published May 29, 2018

Learn about the efforts of a pediatric hospital to involve families in quality improvement activities and sustain family engagement in LEAN transformation initiatives.

Patient Navigation in Pediatrics: A Promising Practice for Eliminating Healthcare Disparities

Published May 29, 2018

Seattle Children’s Hospital launched a pilot program to demonstrate the efficacy of patient navigation in the pediatric healthcare setting.

The Patient Experience: A Path to Better Outcome

Published May 1, 2018

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.

Barriers and facilitators to family participation in the care of their hospitalized loved ones

Published April 25, 2018

How to build a robust provider improvement partnership program to enhance patient experience – A case study

Published April 25, 2018

What Patient Experience Can Learn from Child Life Professionals

Published March 29, 2018

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.

The Unexpected Experience – The Emergency Department

Published September 19, 2017

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

The State of Patient Experience 2017

Published August 8, 2017

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.

When one is sick and two need help: Caregivers’ perspectives on the negative consequences of caring

Published April 25, 2017

The evolution and integration of a patient-centric mapping tool (patient journey value mapping) in continuous quality improvement

Published April 25, 2017

Employee Engagement: A Central Driver in Your Patient Experience Efforts

Published April 1, 2017

Learn what organizations are doing to support all who work in healthcare deliver the best to their patients, families and each other.

Patient Advisors: How to implement a process for involvement at all levels of governance in a healthcare organization

Published November 8, 2016

The evaluation of an information booklet in the use of effective patient communication in the setting of thoracic anesthesia

Published November 8, 2016

The Power of Person-Centeredness in Long-Term Care: A View Across the Continuum

Published July 3, 2016

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.

The Power of Selection and the Use of Talent in Driving Exceptional PX

Published June 30, 2016

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.

PFACs: Where’s the Money? The Financial Impact on Hospitals

Published June 29, 2016

Barbara Lewis, founder of Joan’s Family Bill of Rights, explores Patient and Family Advisory Councils and their financial impact on hospitals.

The Association between Patient Experience and Hospital Financial Performance

Published June 28, 2016

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.

Measuring, Assessing and Meeting the Needs of Primarily Spanish-Speaking Patients in the Hospital Setting

Published June 21, 2016

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.

Creating “PEAK” Patient Experiences

Published June 11, 2016

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.

Return on Service: The Financial Impact of Patient Experience

Published June 10, 2016

This paper addresses the idea that improving the patient experience has true financial implications reaching well beyond reimbursement dollars.

The Role of Cultural Competence in Delivering Positive Patient Experiences

Published June 8, 2016

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.

The Four Cornerstones of an Exceptional Patient Experience

Published June 5, 2016

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.

Evaluating recall of key safety messages, and attitudes and perceptions of a patient safety initiative at a pediatric hospital

Published April 28, 2016

Patient Centered Care: A Cultural Transformation throughout the VHA

Published March 24, 2016

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.

Sustaining Your Patient Experience Efforts in the Ambulatory Care Setting

Published March 10, 2016

Hear how Allina sustained their efforts and 3 years later, continued to improve in spite of organizational change.

Getting It Right from the Start: What I Wish I Knew when I Started this Journey

Published March 1, 2016

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.

A vision for using online portals for surveillance of patient-centered communication in cancer care

Published November 12, 2015

Bridging Continuum Waters – A Hospital System Case Study

Published October 13, 2015

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.

ONE Experience: A System Approach to Keeping Patients First Always

Published June 23, 2015

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.

Called to Serve: From Hospitality to Hospital

Published June 18, 2015

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.

Creating and integrating a new patient experience leadership role: A consultative approach for partnering with executive and clinical leaders

Published April 29, 2015

Considering shared power and responsibility: Diabetic patients’ experience with the PCMH care model

Published April 29, 2015

The State of Patient Resident and Family Experience

Published April 25, 2015

Uncover and track significant trends from the 2015 State of PX benchmarking study.

Leaning in to Our Patient Experience Journey

Published April 14, 2015

Learn how STEGH has applied Lean to the development of its Patient Experience Strategy, Patient Experience Council, and recruitment of Patient Advisors. 

Improving the Patient Experience for Limited English Proficient (LEP) Patients

Published December 2, 2014

The need for improved communication with limited English proficient (LEP) patients has risen steadily.

Patient Experience Puzzle: Creating Your Own Vision

Published May 22, 2014

Examine the elements that constitute the patient experience and how strategy and culture are critical to any improvement efforts.

The impact of the resident duty hour regulations on surgical patients’ perceptions of care

Published April 30, 2014

Transforming the patient experience: Bringing to life a patient- and family-centred interprofessional collaborative practice model of care at Kingston General Hospital

Published April 30, 2014

A daughter’s frustration with the dearth of patient- and family-centered care

Published April 30, 2014

How does patient experience fit into the overall healthcare picture?

Published April 30, 2014

Complaint Management: A Rapid Team Response

Published January 10, 2014

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.

Strategies to Ensure the Quality of Communication with Patients

Published October 24, 2013

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. 

Patient Navigation: A Program to Enhance the Patient Experience and Impact the Bottom Line

Published September 24, 2013

Understand the history of patient navigation, including its origin and components.

Building a Solid Business Case through Patient Empathy

Published May 2, 2013

How do you build a business case for patient-centered redesign of an entire clinical service line across multiple locations?

The State of Patient Experience in American Hospital 2013

Published May 1, 2013

This report shares insights on patient experience including how healthcare professionals are structuring their experience efforts across the globe.

Kaizen for Improved Patient Satisfaction: The Experience of an Academic Cancer Center

Published March 28, 2013

Learn to establish and convey expectations to patients through improved communication practices.

Multi-prong Intervention to Improve Patient Engagement at a Hospital

Published March 5, 2013

What does a patient experience looks and feels like when designed from the perspective of companies that are world class in customer experience?

A Roadmap to Driving Exceptional Experiences in Care

Published January 24, 2013

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. 

Enhancing the Patient Experience through Spotlighting

Published May 9, 2012

Spotlighting gives caregivers new tools to show their compassion, honor patient dignity and foster an environment in which patients feel safe and nurtured.

Getting Diagnostic with the Patient Experience

Published January 11, 2012

Explore the “hidden” aspects that significantly influence the patient experience with a focus on fundamental strategies used to improve HCAHPS performance.

Experience Mapping Builds Empathy AND Revenue

Published July 21, 2011

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.

The Revenue Cycle: An Essential Component in Improving Patient Experience

Published May 6, 2011

This webinar considers the impact and outcomes resulting from the patient’s experience with a healthcare system’s revenue cycle. 

The State of Patient Experience in American Hospitals – 2011 Benchmarking Study

Published May 1, 2011

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.

Creative Volunteer Roles

Published August 22, 2024

Discuss how hospitals are being asked to do more with less as volunteer departments are often challenged to justify budgets and prove “worth.”

Encore! Encore! Transforming Volunteer Orientation from Traditional to Buzzworthy

Published August 22, 2024

Adapt required learning material into more entertaining, more satisfying, and better retained lessons.

Setting your Program up for Success: Strategic Planning Toolkit

Published August 22, 2024

Learn how to create annual strategic planning sessions, and to create a departmental dashboard of goals and metrics for the year,

Strategic Planning: Mapping your Path to Service Excellence

Published August 22, 2024

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.

Streamlining Volunteer Onboarding Process – Getting Time On Your Side: Group Interviews

Published August 22, 2024

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.

Transforming for the Future Managing the Healthcare Evolution with Volunteers

Published August 22, 2024

Learn how to integrate the power of encouragement and the human connection as value added into the patient experience.

Volunteer Management 101

Published August 22, 2024

Assess existing programs. Develop recruiting & retention strategies. Develop new positions. Develop strategies for engaging staff to effectively work with volunteers.

Volunteer Management 102

Published August 22, 2024

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.

When Volunteer Services Meet the Auxiliary

Published August 22, 2024

Evaluate current conditions of volunteer service and auxiliary, recognize/identify the challenges that are prohibiting growth or development of Auxiliary or Volunteer Departments.