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# The Beryl Institute: Elevating the Human Experience in Healthcare

## Sitemaps
[XML Sitemap](https://theberylinstitute.org/sitemap_index.xml): Includes all crawlable and indexable pages.

## Posts
- [New Findings Reveal Identity and Immigration Status  Shape Healthcare Access and Experience in the U.S.](https://theberylinstitute.org/press-release/new-findings-reveal-identity-and-immigration-status-shape-healthcare-access-and-experience-in-the-u-s/): https://theberylinstitute.org/wp-content/uploads/2026/04/Press-Release-PX-Pulse-April-2026.pdf
- [Patient Experience Grant Program Recipients Announced by The Beryl Institute](https://theberylinstitute.org/press-release/patient-experience-grant-program-recipients-announced-by-the-beryl-institute/): https://www.prnewswire.com/news-releases/patient-experience-grant-program-recipients-announced-by-the-beryl-institute-302601259.html
- [Artificial Intelligence and its Impact on Advancing Patient Experience](https://theberylinstitute.org/press-release/artificial-intelligence-and-its-impact-on-advancing-patient-experience/): https://www.prnewswire.com/news-releases/artificial-intelligence-and-its-impact-on-advancing-patient-experience-302580115.html
- [Healthcare Leaders Call for Stronger Commitment to Human Experience](https://theberylinstitute.org/press-release/healthcare-leaders-call-for-stronger-commitment-to-human-experience/): https://www.prnewswire.com/news-releases/healthcare-leaders-call-for-stronger-commitment-to-human-experience-302553118.html
- [Fewer Than Half of Americans See U.S. Healthcare in a Positive Light: Consumers Call for a More Affordable, Accessible, and Trustworthy System](https://theberylinstitute.org/press-release/fewer-than-half-of-americans-see-u-s-healthcare-in-a-positive-light-consumers-call-for-a-more-affordable-accessible-and-trustworthy-system/): https://www.prnewswire.com/news-releases/fewer-than-half-of-americans-see-us-healthcare-in-a-positive-light-consumers-call-for-a-more-affordable-accessible-and-trustworthy-system-302502680.html
- [Restoring the Heart of Healthcare](https://theberylinstitute.org/press-release/patient-experience-university-pxu-launched-by-the-beryl-institute/): https://www.prnewswire.com/news-releases/restoring-the-heart-of-healthcare-302441034.html
- [Patient Experience University (PXU) launched by The Beryl Institute](https://theberylinstitute.org/press-release/patient-experience-university-pxu-launched-by-the-beryl-institute-2/): https://www.prnewswire.com/news-releases/patient-experience-university-pxu-launched-by-the-beryl-institute-302433689.html
- [Consumer Perspective of Experience Remains Strong, Yet Consumers Unaware Of and Don’t Use Public Rating Systems](https://theberylinstitute.org/press-release/consumer-perspective-of-experience-remains-strong-yet-consumers-unaware-of-and-dont-use-public-rating-systems/): https://www.prweb.com/releases/consumer-perspective-of-experience-remains-strong-yet-consumers-unaware-of-and-dont-use-public-rating-systems-302375814.html
- [The Beryl Institute and WMTY.world Unite to Elevate Patient Voices in Global Healthcare](https://theberylinstitute.org/press-release/the-beryl-institute-and-wmty-world-unite-to-elevate-patient-voices-in-global-healthcare/): https://www.prweb.com/releases/the-beryl-institute-and-wmtyworld-unite-to-elevate-patient-voices-in-global-healthcare-302344545.html
- [Return on Human Experience: Eight Principles to Inspire Excellence in Healthcare](https://theberylinstitute.org/press-release/return-on-human-experience-eight-principles-to-inspire-excellence-in-healthcare/): https://www.prweb.com/releases/return-on-human-experience-eight-principles-to-inspire-excellence-in-healthcare-302310410.html
- [Patient Experience Journal Releases Volume 11, Issue 3 In Association with The Beryl Institute](https://theberylinstitute.org/press-release/patient-experience-journal-releases-volume-11-issue-3-in-association-with-the-beryl-institute/): https://www.prweb.com/releases/patient-experience-journal-releases-volume-11-issue-3-in-association-with-the-beryl-institute-302306059.html
- [Expanded Global Study Highlights Consistent Priorities for Healthcare Consumers Worldwide](https://theberylinstitute.org/press-release/expanded-global-study-highlights-consistent-priorities-for-healthcare-consumers-worldwide/): https://www.prweb.com/releases/expanded-global-study-highlights-consistent-priorities-for-healthcare-consumers-worldwide-302273222.html
- [Patient Experience Journal Releases Volume 11, Issue 2 in association with The Beryl Institute](https://theberylinstitute.org/press-release/patient-experience-journal-releases-volume-11-issue-2-in-association-with-the-beryl-institute/): https://www.prweb.com/releases/patient-experience-journal-releases-volume-11-issue-2-in-association-with-the-beryl-institute-302218303.html
- [Essential Hospitals: A Lifeline for Underserved Communities](https://theberylinstitute.org/press-release/essential-hospitals-a-lifeline-for-underserved-communities/): https://www.prweb.com/releases/essential-hospitals-a-lifeline-for-underserved-communities-302197043.html
- [91% of Consumers Prioritize Healthcare Experience, Highlighting Importance of Clear Communication and Personalized Care](https://theberylinstitute.org/press-release/91-of-consumers-prioritize-healthcare-experience-highlighting-importance-of-clear-communication-and-personalized-care/): https://www.prweb.com/releases/91-of-consumers-prioritize-healthcare-experience-highlighting-importance-of-clear-communication-and-personalized-care-302178718.html
- [Patient Experience Journal Releases Volume 11, Issue 1 in association with The Beryl Institute](https://theberylinstitute.org/press-release/patient-experience-journal-releases-volume-11-issue-1-in-association-with-the-beryl-institute/): https://www.prweb.com/releases/patient-experience-journal-releases-volume-11-issue-1-in-association-with-the-beryl-institute-302134778.html
- [Healthcare Leaders Unite to Address Creating the Best Experience for Marginalized Populations](https://theberylinstitute.org/press-release/healthcare-leaders-unite-to-address-creating-the-best-experience-for-marginalized-populations/): https://www.prweb.com/releases/healthcare-leaders-unite-to-address-creating-the-best-experience-for-marginalized-populations-302089646.html
- [Senior Experience Leaders Convene to Drive Healthcare Improvement](https://theberylinstitute.org/press-release/senior-experience-leaders-convene-to-drive-healthcare-improvement/): https://www.prweb.com/releases/senior-experience-leaders-convene-to-drive-healthcare-improvement-302083462.html
- [Hospitals Face Challenges in Safeguarding Patient Belongings](https://theberylinstitute.org/press-release/hospitals-face-challenges-in-safeguarding-patient-belongings/): https://www.prweb.com/releases/hospitals-face-challenges-in-safeguarding-patient-belongings-302050837.html
- [Patient Experience Journal, in Association with The Beryl Institute, Releases Volume 10, Issue 2](https://theberylinstitute.org/press-release/patient-experience-journal-in-association-with-the-beryl-institute-releases-volume-10-issue-2/): https://www.prweb.com/releases/patient-experience-journal-in-association-with-the-beryl-institute-releases-volume-10-issue-2-301910786.html
- [Diminished Workforces and Financial Constraints Impact Efforts to Transform Experience in Healthcare](https://theberylinstitute.org/press-release/diminished-workforces-and-financial-constraints-impact-efforts-to-transform-experience-in-healthcare/): https://www.prweb.com/releases/diminished-workforces-and-financial-constraints-impact-efforts-to-transform-experience-in-healthcare-301909712.html
- [Elevating the Human Experience in Healthcare through the Lived Experience of Patients & Families](https://theberylinstitute.org/press-release/elevating-the-human-experience-in-healthcare-through-the-lived-experience-of-patients-families/): https://www.prweb.com/releases/elevating_the_human_experience_in_healthcare_through_the_lived_experience_of_patients_families/prweb19362018.htm
- [Healthcare Executives Challenged to Prioritize Human Experience](https://theberylinstitute.org/press-release/healthcare-executives-challenged-to-prioritize-human-experience/): https://www.prweb.com/releases/healthcare_executives_challenged_to_prioritize_human_experience/prweb19189678.htm
- [Patient and family recommendations for addressing visitation policies during COVID-19](https://theberylinstitute.org/recent-news/patient-and-family-recommendations-for-addressing-visitation-policies-during-covid-19/): https://cdn.ymaws.com/www.theberylinstitute.org/resource/resmgr/pxpf/pxpf_statement_9.2020.pdf
- [The Beryl Institute Announces New Board and Council Members](https://theberylinstitute.org/press-release/the-beryl-institute-announces-new-board-and-council-members/): https://www.prweb.com/releases/the_beryl_institute_announces_new_board_and_council_members/prweb19140026.htm
- [The Evolving Role of Healthcare Volunteer Programs: Elevating the Human Experience through Generosity and Connection](https://theberylinstitute.org/press-release/the-evolving-role-of-healthcare-volunteer-programs-elevating-the-human-experience-through-generosity-and-connection-2/): https://www.prweb.com/releases/the_evolving_role_of_healthcare_volunteer_programs_elevating_the_human_experience_through_generosity_and_connection/prweb19060938.htm
- [60% Of Americans Have Had A Recent Bad Healthcare Experience, New Survey Shows](https://theberylinstitute.org/recent-news/60-of-americans-have-had-a-recent-bad-healthcare-experience-new-survey-shows/): https://www.forbes.com/sites/debgordon/2022/11/28/60-of-americans-have-had-a-recent-bad-healthcare-experience-new-survey-shows/?sh=63fc89e52adf
- [Consumer Perspectives on Quality of Healthcare Slides to All-Time Low](https://theberylinstitute.org/press-release/consumer-perspectives-on-quality-of-healthcare-slides-to-all-time-low/): https://www.prweb.com/releases/consumer_perspectives_on_quality_of_healthcare_slides_to_all_time_low/prweb19013011.htm
- [Patient Experience Journal, in Association with The Beryl Institute, Releases Volume 9, Issue 3](https://theberylinstitute.org/press-release/patient-experience-journal-in-association-with-the-beryl-institute-releases-volume-9-issue-3/): https://www.prweb.com/releases/patient_experience_journal_in_association_with_the_beryl_institute_releases_volume_9_issue_3/prweb18999868.htm
- [The Impact of Bias on Health Equity and the Human Experience](https://theberylinstitute.org/press-release/the-impact-of-bias-on-health-equity-and-the-human-experience/): https://www.prweb.com/releases/the_impact_of_bias_on_health_equity_and_the_human_experience/prweb18817232.htm
- [Restoring Safe Workplaces in Healthcare: A Commitment to the Human Experience](https://theberylinstitute.org/press-release/restoring-safe-workplaces-in-healthcare-a-commitment-to-the-human-experience/): https://www.prweb.com/releases/restoring_safe_workplaces_in_healthcare_a_commitment_to_the_human_experience/prweb18676705.htm
- [Published in association with The Beryl Institute, Patient Experience Journal Releases Volume 9, Issue 1](https://theberylinstitute.org/press-release/published-in-association-with-the-beryl-institute-patient-experience-journal-releases-volume-9-issue-1/): https://www.prweb.com/releases/published_in_association_with_the_beryl_institute_patient_experience_journal_releases_volume_9_issue_1/prweb18648850.htm
- [Consumer Perspectives on Quality of Healthcare Drop 11 Points from Q4](https://theberylinstitute.org/press-release/consumer-perspectives-on-quality-of-healthcare-drop-11-points-from-q4/): https://www.prweb.com/releases/consumer_perspectives_on_quality_of_healthcare_drop_11_points_from_q4/prweb18578909.htm
- [Integrating Patient Advocacy and Patient Experience Data can Drive Systemic Change in Healthcare](https://theberylinstitute.org/press-release/integrating-patient-advocacy-and-patient-experience-data-can-drive-systemic-change-in-healthcare/): https://www.prweb.com/releases/integrating_patient_advocacy_and_patient_experience_data_can_drive_systemic_change_in_healthcare/prweb18477950.htm
- [Patient and Care Partner Community Introduced by The Beryl Institute](https://theberylinstitute.org/press-release/patient-and-care-partner-community-introduced-by-the-beryl-institute/): https://www.prweb.com/releases/patient_and_care_partner_community_introduced_by_the_beryl_institute/prweb17616025.htm
- [Negative Perspectives on Experience at Hospitals Increase 10 Points from Q1](https://theberylinstitute.org/press-release/negative-perspectives-on-experience-at-hospitals-increase-10-points-from-q1/): https://www.prweb.com/releases/negative_perspectives_on_experience_at_hospitals_increase_10_points_from_q1/prweb18383889.htm
- [The Power of Self-healing: Improving Experience Through Mindfulness](https://theberylinstitute.org/press-release/the-power-of-self-healing-improving-experience-through-mindfulness/): https://www.prweb.com/releases/the_power_of_self_healing_improving_experience_through_mindfulness/prweb18339148.htm
- [Patient Experience Journal, Published in Association with The Beryl Institute, Releases Volume 8, Issue 3](https://theberylinstitute.org/press-release/patient-experience-journal-published-in-association-with-the-beryl-institute-releases-volume-8-issue-3/): https://www.prweb.com/releases/patient_experience_journal_published_in_association_with_the_beryl_institute_releases_volume_8_issue_3/prweb18312197.htm
- [Healthcare Revenue Cycle Identified is a Strategic Driver in Framing the Patient Journey](https://theberylinstitute.org/press-release/healthcare-revenue-cycle-identified-is-a-strategic-driver-in-framing-the-patient-journey/): https://www.prweb.com/releases/healthcare_revenue_cycle_identified_is_a_strategic_driver_in_framing_the_patient_journey/prweb18292348.htm
- [Consumers Returning to Primary and Specialty Healthcare Providers after Sharp Declines during Early Stages of COVID](https://theberylinstitute.org/press-release/consumers-returning-to-primary-and-specialty-healthcare-providers-after-sharp-declines-during-early-stages-of-covid/): https://www.prweb.com/releases/consumers_returning_to_primary_and_specialty_healthcare_providers_after_sharp_declines_during_early_stages_of_covid/prweb18218333.htm
- [Human Experience in Senior Living Communities Examined by The Beryl Institute](https://theberylinstitute.org/press-release/human-experience-in-senior-living-communities-examined-by-the-beryl-institute/): https://www.prweb.com/releases/human_experience_in_senior_living_communities_examined_by_the_beryl_institute/prweb18144198.htm
- [Patient Experience Journal Releases Volume 8, Issue 2 focused on addressing disparities and inequities in healthcare](https://theberylinstitute.org/press-release/patient-experience-journal-releases-volume-8-issue-2-focused-on-addressing-disparities-and-inequities-in-healthcare/): https://www.prweb.com/releases/patient_experience_journal_releases_volume_8_issue_2_focused_on_addressing_disparities_and_inequities_in_healthcare/prweb18114889.htm
- [The Beryl Institute Examines the Human Experience in Healthcare from a Global Perspective](https://theberylinstitute.org/press-release/the-beryl-institute-examines-the-human-experience-in-healthcare-from-a-global-perspective/): https://www.prweb.com/releases/the_beryl_institute_examines_the_human_experience_in_healthcare_from_a_global_perspective/prweb18100896.htm
- [Visitation Restrictions during COVID-19 found to have Negative Impact on Hospital Safety Outcomes and Patient Experience](https://theberylinstitute.org/press-release/visitation-restrictions-during-covid-19-found-to-have-negative-impact-on-hospital-safety-outcomes-and-patient-experience/): https://www.prweb.com/releases/visitation_restrictions_during_covid_19_found_to_have_negative_impact_on_hospital_safety_outcomes_and_patient_experience/prweb18051900.htm
- [Addressing Health Disparities Identified as Essential Factor in Transforming the Human Experience in Healthcare](https://theberylinstitute.org/press-release/addressing-health-disparities-identified-as-essential-factor-in-transforming-the-human-experience-in-healthcare/): https://www.prweb.com/releases/addressing_health_disparities_identified_as_essential_factor_in_transforming_the_human_experience_in_healthcare/prweb17995384.htm
- [Definition of Patient Experience Reexamined to Acknowledge the Human Experience in Healthcare](https://theberylinstitute.org/press-release/definition-of-patient-experience-reexamined-to-acknowledge-the-human-experience-in-healthcare/): https://www.prweb.com/releases/definition_of_patient_experience_reexamined_to_acknowledge_the_human_experience_in_healthcare/prweb17952476.htm
- [The Beryl Institute and Ipsos Release New Issue of PX Pulse](https://theberylinstitute.org/press-release/the-beryl-institute-and-ipsos-release-new-issue-of-px-pulse/): https://www.prweb.com/releases/the_beryl_institute_and_ipsos_release_new_issue_of_px_pulse/prweb17927579.htm
- [Patient Experience Journal Announces 2021 PXJ Award Recipients](https://theberylinstitute.org/press-release/patient-experience-journal-announces-2021-pxj-award-recipients/): https://www.prweb.com/releases/patient_experience_journal_announces_2021_pxj_award_recipients/prweb17912698.htm
- [The Beryl Institute Honors Linda Van der Voort as 2021 Ruth Ravich Patient Advocacy Award Recipient](https://theberylinstitute.org/press-release/the-beryl-institute-honors-linda-van-der-voort-as-2021-ruth-ravich-patient-advocacy-award-recipient/): https://www.prweb.com/releases/the_beryl_institute_honors_linda_van_der_voort_as_2021_ruth_ravich_patient_advocacy_award_recipient/prweb17908949.htm
- [The Beryl Institute Honors Maura Campbell with the 2021 Volunteer Professionals Award for Excellence](https://theberylinstitute.org/press-release/the-beryl-institute-honors-maura-campbell-with-the-2021-volunteer-professionals-award-for-excellence/): https://www.prweb.com/releases/the_beryl_institute_honors_maura_campbell_with_the_2021_volunteer_professionals_award_for_excellence/prweb17908953.htm
- [Carol Santalucia Honored as 2021 Wendy Leebov Championing Experience Award Recipient](https://theberylinstitute.org/press-release/carol-santalucia-honored-as-2021-wendy-leebov-championing-experience-award-recipient/): https://www.prweb.com/releases/carol_santalucia_honored_as_2021_wendy_leebov_championing_experience_award_recipient/prweb17904189.htm
- [Patient Experience Journal Releases Spring Issue, Volume 8, Issue 1](https://theberylinstitute.org/press-release/patient-experience-journal-releases-spring-issue-volume-8-issue-1/): https://www.prweb.com/releases/patient_experience_journal_releases_spring_issue_volume_8_issue_1/prweb17901739.htm
- [Patient Experience Innovation Award Recipients Announced by The Beryl Institute](https://theberylinstitute.org/press-release/patient-experience-innovation-award-recipients-announced-by-the-beryl-institute/): https://www.prweb.com/releases/patient_experience_innovation_award_recipients_announced_by_the_beryl_institute/prweb17897051.htm
- [The great transformation in healthcare: How it will impact patient experience](https://theberylinstitute.org/recent-news/the-great-transformation-in-healthcare-how-it-will-impact-patient-experience/): https://cloudblogs.microsoft.com/industry-blog/microsoft-in-business/health/2021/04/27/the-great-transformation-in-healthcare-how-it-will-impact-patient-experience/
- [Declaration for Human Experience Calls for Transformation of Healthcare](https://theberylinstitute.org/press-release/declaration-for-human-experience-calls-for-transformation-of-healthcare/): https://www.prweb.com/releases/declaration_for_human_experience_calls_for_transformation_of_healthcare/prweb17892968.htm
- [The Human Experience in Ambulatory Care Explored by The Beryl Institute](https://theberylinstitute.org/press-release/the-human-experience-in-ambulatory-care-explored-by-the-beryl-institute/): https://www.prweb.com/releases/the_human_experience_in_ambulatory_care_explored_by_the_beryl_institute/prweb17839156.htm
- [Consumer Perspectives on Patient Experience Explored by The Beryl Institute](https://theberylinstitute.org/press-release/consumer-perspectives-on-patient-experience-explored-by-the-beryl-institute/): https://www.prweb.com/releases/consumer_perspectives_on_patient_experience_explored_by_the_beryl_institute/prweb17790871.htm
- [The Beryl Institute Announces Launch of Global Council, Expanding the Global Experience Movement](https://theberylinstitute.org/press-release/the-beryl-institute-announces-launch-of-global-council-expanding-the-global-experience-movement/): https://www.prweb.com/releases/the_beryl_institute_announces_launch_of_global_council_expanding_the_global_experience_movement/prweb17749931.htm
- [Assessing Patient Financial Experience, Quality of Care Amidst COVID-19](https://theberylinstitute.org/recent-news/assessing-patient-financial-experience-quality-of-care-amidst-covid-19/): https://www.xtelligentmedia.com/podcasts/assessing-patient-financial-experience-quality-of-care-amidst-covid-19
- [Let patients speak for themselves on the Biden task force and elsewhere](https://theberylinstitute.org/recent-news/let-patients-speak-for-themselves-on-the-biden-task-force-and-elsewhere/): https://www.statnews.com/2020/12/14/let-patients-speak-for-themselves-on-biden-task-force-and-elsewhere/
- [The Beryl Institute Announces Launch of Ambulatory Care Council](https://theberylinstitute.org/press-release/the-beryl-institute-announces-launch-of-ambulatory-care-council/): https://www.prweb.com/releases/the_beryl_institute_announces_launch_of_ambulatory_care_council/prweb17586269.htm
- [Patient Experience Journal Releases Fall 2020 Issue: Volume 7, Issue 3](https://theberylinstitute.org/press-release/patient-experience-journal-releases-fall-2020-issue-volume-7-issue-3/): https://www.prweb.com/releases/patient_experience_journal_releases_fall_2020_issue_volume_7_issue_3/prweb17540883.htm
- [Actions That Lead to an Excellent Diagnostic Experience Explored by The Beryl Institute](https://theberylinstitute.org/press-release/actions-that-lead-to-an-excellent-diagnostic-experience-explored-by-the-beryl-institute/): https://www.prweb.com/releases/actions_that_lead_to_an_excellent_diagnostic_experience_explored_by_the_beryl_institute/prweb17526063.htm
- [The New Existence: An Action Plan for the Future of Healthcare Introduced by The Beryl Institute](https://theberylinstitute.org/press-release/the-new-existence-an-action-plan-for-the-future-of-healthcare-introduced-by-the-beryl-institute/): https://www.prweb.com/releases/the_new_existence_an_action_plan_for_the_future_of_healthcare_introduced_by_the_beryl_institute/prweb17518057.htm
- [Americans Re-engaging With Their Physicians and Undergoing Tests](https://theberylinstitute.org/press-release/americans-re-engaging-with-their-physicians-and-undergoing-tests/): https://www.prweb.com/releases/americans_re_engaging_with_their_physicians_and_undergoing_tests/prweb17487884.htm
- [Patient Experience Grant and Scholar Program Recipients Announced by The Beryl Institute](https://theberylinstitute.org/press-release/patient-experience-grant-and-scholar-program-recipients-announced-by-the-beryl-institute/): https://www.prweb.com/releases/patient_experience_grant_and_scholar_program_recipients_announced_by_the_beryl_institute/prweb17420664.htm
- [Innovations in Patient Experience Explored by The Beryl Institute](https://theberylinstitute.org/press-release/innovations-in-patient-experience-explored-by-the-beryl-institute/): https://www.prweb.com/releases/innovations_in_patient_experience_explored_by_the_beryl_institute/prweb17437205.htm
- [The Wendy Leebov Championing Experience Award Introduced by The Beryl Institute](https://theberylinstitute.org/press-release/the-wendy-leebov-championing-experience-award-introduced-by-the-beryl-institute/): https://www.prweb.com/releases/the_wendy_leebov_championing_experience_award_introduced_by_the_beryl_institute/prweb17411890.htm
- [Patient Experience Journal Releases COVID-19 Special Issue](https://theberylinstitute.org/press-release/patient-experience-journal-releases-covid-19-special-issue/): https://www.prweb.com/releases/patient_experience_journal_releases_covid_19_special_issue/prweb17305415.htm
- [Critical Changes to Healthcare Measurement Practices Explored by The Beryl Institute](https://theberylinstitute.org/press-release/critical-changes-to-healthcare-measurement-practices-explored-by-the-beryl-institute/): https://www.prweb.com/releases/critical_changes_to_healthcare_measurement_practices_explored_by_the_beryl_institute/prweb17401457.htm
- [Recommendations Released for Addressing Healthcare Visitation Policies During COVID-19](https://theberylinstitute.org/press-release/recommendations-released-for-addressing-healthcare-visitation-policies-during-covid-19/): https://www.prweb.com/releases/recommendations_released_for_addressing_healthcare_visitation_policies_during_covid_19/prweb17396620.htm
- [Association of Health Care Volunteer Resource Professionals to Join The Beryl Institute](https://theberylinstitute.org/press-release/association-of-health-care-volunteer-resource-professionals-to-join-the-beryl-institute/): https://www.prweb.com/releases/association_of_health_care_volunteer_resource_professionals_to_join_the_beryl_institute/prweb17287183.htm
- [New Data Shows Significant Drop in Number of Americans Visiting Their Primary Care Doctor, Specialists, and Undergoing Medical Tests – As COVID-19 Cases Spike](https://theberylinstitute.org/press-release/new-data-shows-significant-drop-in-number-of-americans-visiting-their-primary-care-doctor-specialists-and-undergoing-medical-tests-as-covid-19-cases-spike/): https://www.prweb.com/releases/new_data_shows_significant_drop_in_number_of_americans_visiting_their_primary_care_doctor_specialists_and_undergoing_medical_tests_as_covid_19_cases_spike/prweb17285659.htm
- [Healthcare’s Shift to Virtual Connection during COVID-19 Crisis Explored by The Beryl Institute](https://theberylinstitute.org/press-release/healthcares-shift-to-virtual-connection-during-covid-19-crisis-explored-by-the-beryl-institute/): https://www.prweb.com/releases/healthcares_shift_to_virtual_connection_during_covid_19_crisis_explored_by_the_beryl_institute/prweb17263150.htm
- [Human Experience 2030 Report Released by The Beryl Institute](https://theberylinstitute.org/press-release/human-experience-2030-report-released-by-the-beryl-institute/): https://www.prweb.com/releases/human_experience_2030_report_released_by_the_beryl_institute/prweb17220382.htm
- [We must partner with patients as we redefine healthcare in the post-COVID-19 era](https://theberylinstitute.org/recent-news/we-must-partner-with-patients-as-we-redefine-healthcare-in-the-post-covid-19-era/): https://www.beckershospitalreview.com/patient-experience/we-must-partner-with-patients-as-we-redefine-healthcare-in-the-post-covid-19-era.html
- [Honoring Human Service Site Launched By The Beryl Institute](https://theberylinstitute.org/press-release/honoring-human-service-site-launched-by-the-beryl-institute/): https://www.prweb.com/releases/honoring_human_service_site_launched_by_the_beryl_institute/prweb17165460.htm
- [An Unwavering Commitment to Human Experience](https://theberylinstitute.org/press-release/an-unwavering-commitment-to-human-experience/): These are trying times. We remain caught in the grips of a global pandemic that is taking its toll on communities economically, placing strain on healthcare workers committed to tackling this crisis head on and revealing the very systemic weaknesses and inherent biases that have been just beneath the surface of our society for years. The challenge of disparity and inequity is not unique to healthcare, but in the era of COVID-19, the realization of what many knew to be true has been laid bare for all with a commitment to truth and a respect for evidence to see.
- [Patient Experience in a Pediatric Setting Examined by The Beryl Institute](https://theberylinstitute.org/press-release/patient-experience-in-a-pediatric-setting-examined-by-the-beryl-institute/): https://www.prweb.com/releases/patient_experience_in_a_pediatric_setting_examined_by_the_beryl_institute/prweb17155919.htm
- [Future of Human Experience 2030 Framework Released by The Beryl Institute](https://theberylinstitute.org/press-release/future-of-human-experience-2030-framework-released-by-the-beryl-institute/): https://www.prweb.com/releases/future_of_human_experience_2030_framework_released_by_the_beryl_institute/prweb17102853.htm
- [Patient Experience Journal Releases Spring 2020 Issue (Volume 7, Issue 1)](https://theberylinstitute.org/press-release/patient-experience-journal-releases-spring-2020-issue-volume-7-issue-1/): https://www.prweb.com/releases/patient_experience_journal_releases_spring_2020_issue_volume_7_issue_1/prweb17086029.htm
- [Patient Experience Innovation Award Recipients Announced by The Beryl Institute](https://theberylinstitute.org/press-release/patient-experience-innovation-award-recipients-announced-by-the-beryl-institute-2/): https://www.prweb.com/releases/patient_experience_innovation_award_recipients_announced_by_the_beryl_institute/prweb17071100.htm
- [The Beryl Institute-Ipsos PX Pulse Shows Fewer Americans Visiting The Doctor Amidst COVID-19 Pandemic, But Americans Are Increasingly Satisfied With Healthcare Quality](https://theberylinstitute.org/press-release/the-beryl-institute-ipsos-px-pulse-shows-fewer-americans-visiting-the-doctor-amidst-covid-19-pandemic-but-americans-are-increasingly-satisfied-with-healthcare-quality/): https://www.prweb.com/releases/the_beryl_institute_ipsos_px_pulse_shows_fewer_americans_visiting_the_doctor_amidst_covid_19_pandemic_but_americans_are_increasingly_satisfied_with_healthcare_quality/prweb17059854.htm
- [Patient Advocacy Council of The Beryl Institute Honors Ashley Egan as 2020 Ruth Ravich Patient Advocacy Award Recipient](https://theberylinstitute.org/press-release/patient-advocacy-council-of-the-beryl-institute-honors-ashley-egan-as-2020-ruth-ravich-patient-advocacy-award-recipient/): https://www.prweb.com/releases/patient_advocacy_council_of_the_beryl_institute_honors_ashley_egan_as_2020_ruth_ravich_patient_advocacy_award_recipient/prweb17053850.htm
- [Improvements to Modernize Patient Experience Surveys Recommended by Patient Experience Policy Forum](https://theberylinstitute.org/press-release/improvements-to-modernize-patient-experience-surveys-recommended-by-patient-experience-policy-forum/): https://www.prweb.com/releases/improvements_to_modernize_patient_experience_surveys_recommended_by_patient_experience_policy_forum/prweb16986180.htm
- [The Beryl Institute Announces Reformatting of Patient Experience Conference 2020](https://theberylinstitute.org/press-release/the-beryl-institute-announces-reformatting-of-patient-experience-conference-2020/): https://www.prweb.com/releases/the_beryl_institute_announces_reformatting_of_patient_experience_conference_2020/prweb16981517.htm
- [Patient Experience Journal Announces Inaugural PXJ Award Recipients](https://theberylinstitute.org/press-release/patient-experience-journal-announces-inaugural-pxj-award-recipients/): https://www.prweb.com/releases/patient_experience_journal_announces_inaugural_pxj_award_recipients/prweb16949750.htm
- [Integration of Safety, Quality and Experience Efforts Believed to Drive the Best in Healthcare Outcomes](https://theberylinstitute.org/press-release/integration-of-safety-quality-and-experience-efforts-believed-to-drive-the-best-in-healthcare-outcomes/): https://www.prweb.com/releases/integration_of_safety_quality_and_experience_efforts_believed_to_drive_the_best_in_healthcare_outcomes/prweb16926541.htm
- [Personal Patient Experience Outranks Health Industry Satisfaction](https://theberylinstitute.org/recent-news/personal-patient-experience-outranks-health-industry-satisfaction/): https://patientengagementhit.com/news/personal-patient-experience-outranks-health-industry-satisfaction?utm_content=114385350&utm_medium=social&utm_source=twitter&hss_channel=tw-2330019438 
- [New Study – The Beryl Institute-Ipsos PX Pulse: Finds U.S. Patients More Positive About Their Own Healthcare Experiences Than Their Overall View of Quality of Care](https://theberylinstitute.org/press-release/new-study-the-beryl-institute-ipsos-px-pulse-finds-u-s-patients-more-positive-about-their-own-healthcare-experiences-than-their-overall-view-of-quality-of-care/): https://www.prweb.com/releases/new_study_the_beryl_institute_ipsos_px_pulse_finds_u_s_patients_more_positive_about_their_own_healthcare_experiences_than_their_overall_view_of_quality_of_care/prweb16863132.htm
- [The Beryl Institute Offers Recommendations to Elevate Experience for those Living with Dementia](https://theberylinstitute.org/press-release/the-beryl-institute-offers-recommendations-to-elevate-experience-for-those-living-with-dementia/): https://www.prweb.com/releases/the_beryl_institute_offers_recommendations_to_elevate_experience_for_those_living_with_dementia/prweb16842511.htm
- [Patient Experience Grant and Scholar Program Recipients Announced by The Beryl Institute](https://theberylinstitute.org/press-release/patient-experience-grant-and-scholar-program-recipients-announced-by-the-beryl-institute-2/): https://www.prweb.com/releases/patient_experience_grant_and_scholar_program_recipients_announced_by_the_beryl_institute/prweb16683507.htm
- [Patient Experience Grant and Scholar Program Recipients Announced by The Beryl Institute](https://theberylinstitute.org/press-release/patient-experience-grant-and-scholar-program-recipients-announced-by-the-beryl-institute-6/): https://www.prweb.com/releases/2015/10/prweb13052053.htm
- [Patient Experience Conference 2020 Program Announced by The Beryl Institute](https://theberylinstitute.org/press-release/patient-experience-conference-2020-program-announced-by-the-beryl-institute/): https://www.prweb.com/releases/patient_experience_conference_2020_program_announced_by_the_beryl_institute/prweb16649826.htm
- [Patient Experience Conference 2020 Keynote Speakers Announced by The Beryl Institute](https://theberylinstitute.org/press-release/patient-experience-conference-2020-keynote-speakers-announced-by-the-beryl-institute/): https://www.prweb.com/releases/patient_experience_conference_2020_keynote_speakers_announced_by_the_beryl_institute/prweb16602968.htm
- [Foundational Role of Experience in Healthcare Affirmed through Global Trends and Insights](https://theberylinstitute.org/press-release/foundational-role-of-experience-in-healthcare-affirmed-through-global-trends-and-insights/): https://www.prweb.com/releases/foundational_role_of_experience_in_healthcare_affirmed_through_global_trends_and_insights/prweb16563254.htm
- [The Role of Healthcare Patient Advocates Examined by The Beryl Institute](https://theberylinstitute.org/press-release/the-role-of-healthcare-patient-advocates-examined-by-the-beryl-institute/): https://www.prweb.com/releases/the_role_of_healthcare_patient_advocates_examined_by_the_beryl_institute/prweb16475818.htm
- [The Beryl Institute Announces Launch of Patient Experience Physician Council](https://theberylinstitute.org/press-release/the-beryl-institute-announces-launch-of-patient-experience-physician-council/): https://www.prweb.com/releases/the_beryl_institute_announces_launch_of_patient_experience_physician_council/prweb16437017.htm
- [What can appliance-seller Abt teach hospitals about keeping patients happy?](https://theberylinstitute.org/recent-news/what-can-appliance-seller-abt-teach-hospitals-about-keeping-patients-happy/): https://www.chicagotribune.com/business/ct-biz-hospitals-happy-patients-satisfaction-20190614-kfviizywivepbhddf4lkpkdxcm-story.html
- [To Care is Human Podcast Series Launched by The Beryl Institute](https://theberylinstitute.org/press-release/to-care-is-human-podcast-series-launched-by-the-beryl-institute/): https://www.prweb.com/releases/to_care_is_human_podcast_series_launched_by_the_beryl_institute/prweb16354380.htm

## Pages
- [Media Access – Wait Times White paper](https://theberylinstitute.org/wait-times-white-paper-media-access/): The Beryl Institute's newest white paper examines one of healthcare's most persistent challenges: waiting.
- [WMTY Community Feedback Form](https://theberylinstitute.org/wmty-feedback/)
- [Media Access – PX Pulse April 2026](https://theberylinstitute.org/media-access-px-pulse-april-2026/): The latest PX Pulse reminds us that experience is deeply personal. With nearly 40% of respondents saying identity impacts their care and more than one-third pointing to immigration status as a barrier, the findings call for greater attention to trust, access, and how we meet people where they are.
- [Access the National Volunteer Services Benchmarking Report](https://theberylinstitute.org/access-the-national-volunteer-services-benchmarking-report/)
- [Beyond the Checklist: Implementing and Sustaining Patient and Family Engagement in CMS Patient Safety Structural Measures](https://theberylinstitute.org/beyond-the-checklist-implementing-and-sustaining-patient-and-family-engagement-in-cms-patient-safety-structural-measures/)
- [PXE Application to Offer Credits](https://theberylinstitute.org/pxe-interest-form/)
- [Email Signup Test](https://theberylinstitute.org/email-signup-test/)
- [WMTY Meeting Archive](https://theberylinstitute.org/wmty-meeting-archive/)
- [ELEVATE PX Speaker Disclosure Form](https://theberylinstitute.org/elevate-px-speaker-disclosure-form/)
- [Conference Outreach](https://theberylinstitute.org/conference-outreach/)
- [PXE Conflict of Interest Disclosure](https://theberylinstitute.org/pxe-conflict-of-interest-disclosure/)
- [Chicago PX Regional Roundtable Tour Interest Form](https://theberylinstitute.org/chicago-px-regional-roundtable-tour-interest-form/)
- [BOK Leadership Bundle](https://theberylinstitute.org/bok-leadership-bundle/)
- [PX Marketplace Webinars](https://theberylinstitute.org/px-marketplace-webinars/)
- [Q1 2026 PX Marketplace Webinars](https://theberylinstitute.org/q1-2026-px-marketplace-webinars/)
- [Invitation Deck](https://theberylinstitute.org/invitation-deck/)
- [Building, Revitalizing, and Sustaining PFACs](https://theberylinstitute.org/building-revitalizing-and-sustaining-pfacs/)
- [Getting the Most Out of Your Membership- Volunteer](https://theberylinstitute.org/getting-the-most-out-of-your-membership-volunteer/)
- [Getting the Most Out of Your Membership- Physician](https://theberylinstitute.org/getting-the-most-out-of-your-membership-physician/)
- [Getting the Most Out of Your Membership- Pediatric](https://theberylinstitute.org/getting-the-most-out-of-your-membership-pediatric/)
- [Getting the Most Out of Your Membership- Patient and Care Partner](https://theberylinstitute.org/getting-the-most-out-of-your-membership-patient-and-care-partner/)
- [Getting the Most Out of Your Membership- Patient Advocacy](https://theberylinstitute.org/getting-the-most-out-of-your-membership-patient-advocacy/)
- [Getting the Most Out of Your Membership- Longterm Care](https://theberylinstitute.org/getting-the-most-out-of-your-membership-longterm-care/)
- [Getting the Most Out of Your Membership – Ambulatory Care](https://theberylinstitute.org/getting-the-most-out-of-ambulatory-care/)
- [Getting the Most Out of Your Membership](https://theberylinstitute.org/getting-the-most-out-of-your-membership/)
- [Global Webinar Series](https://theberylinstitute.org/global-webinar-series/)
- [PX Pulse July 2025 Linkedin](https://theberylinstitute.org/px-pulse-july-2025-linkedin/)
- [PCPC Spotlight Member: Josh Paxton](https://theberylinstitute.org/pcpc-spotlight-member-josh-paxton/)
- [Review of the Elevate PX 2025 PCPC Gathering Rosie Bartel](https://theberylinstitute.org/review-of-the-elevate-px-2025-pcpc-gathering-rosie-bartel/)
- [Sponsorship Opportunities](https://theberylinstitute.org/regional-roundtables/sponsorship-opportunities/)
- [Philadelphia, PA](https://theberylinstitute.org/regional-roundtables/philadelphia-pa/)
- [Philadelphia, PA](https://theberylinstitute.org/regional-roundtables/philadelphia-pa-2/)
- [San Francisco, CA](https://theberylinstitute.org/regional-roundtables/san-francisco-ca/)
- [Dallas, TX](https://theberylinstitute.org/regional-roundtables/dallas-tx/)
- [Charlotte, NC](https://theberylinstitute.org/regional-roundtables/charlotte-nc/)
- [Apply for our Community Council](https://theberylinstitute.org/regional-roundtables/apply-for-our-community-council/)
- [Middle East/North Africa](https://theberylinstitute.org/regional-roundtables/middle-east-north-africa/)
- [Chicago, IL](https://theberylinstitute.org/regional-roundtables/chicago-il-px-regional-roundtable/)
- [Philadelphia Regional Roundtable Travel](https://theberylinstitute.org/philadelphia-regional-roundtable-travel/)
- [San Francisco Regional Roundtable Travel](https://theberylinstitute.org/san-francisco-regional-roundtable-travel/)
- [Charlotte Regional Roundtable Travel](https://theberylinstitute.org/charlotte-regional-roundtable-travel/)
- [Dallas Regional Roundtable Travel](https://theberylinstitute.org/dallas-regional-roundtable-travel/)
- [Regional Roundtables Overview](https://theberylinstitute.org/regional-roundtables/)
- [ELEVATE PX Encore Series](https://theberylinstitute.org/elevate-px-encore-series/)
- [Membership Videos](https://theberylinstitute.org/membership-videos/)
- [Celebrating Excellence in Patient Experience](https://theberylinstitute.org/global-commitment/celebrating-excellence-in-patient-experience/)
- [2025 Q4 Community Council Updates](https://theberylinstitute.org/2025-q4-community-council-updates/)
- [2025 Q3 Community Council Updates](https://theberylinstitute.org/2025-q3-community-council-updates/)
- [2025 Q2 Community Council Updates](https://theberylinstitute.org/2025-q2-community-council-updates/)
- [The Beryl Institute Promotional Communications Form](https://theberylinstitute.org/the-beryl-institute-interest-form/)
- [PX Congress Inquiry](https://theberylinstitute.org/px_congress_inquiry/)
- [Fundamentals of Patient Experience (Arabic) Interest Form](https://theberylinstitute.org/arabic-course-interest-form/)
- [Tshirt Interest Form](https://theberylinstitute.org/tshirt-interest-form/)
- [Patient Safety Measures](https://theberylinstitute.org/patient-safety-measures/)
- [Patient Experience University – About](https://theberylinstitute.org/patient-experience-university/patient-experience-university-about/)
- [Russell HIMSS](https://theberylinstitute.org/russell-himss/)
- [WMTY.world Events](https://theberylinstitute.org/wmty-events/)
- [WMTY.world Events](https://theberylinstitute.org/wmty-world-events/)
- [Elevate PX Orgs 2025](https://theberylinstitute.org/elevate-px-orgs-2025/)
- [State of Human Experience](https://theberylinstitute.org/state-of-human-experience/)
- [Michael Fromovitz Award](https://theberylinstitute.org/michael-fromovitz-award/)
- [Simple Page](https://theberylinstitute.org/simple-page/): With nothing much on it.
- [Nurse Executive Roundtable](https://theberylinstitute.org/nurse-executive-roundtable/)
- [WINS](https://theberylinstitute.org/wins/)
- [Introduction to Patient Experience SCORM Files](https://theberylinstitute.org/introduction-to-patient-experience-scorm-files/)
- [ELEVATE PX 2025 Volunteer Opportunities](https://theberylinstitute.org/elevate-px-2025-volunteer-sign-up/): Thank you for your interest in volunteering at ELEVATE PX 2025! The success of this event would not be possible without the incredible support and contributions of our board and council members. Please share your name, contact information, and indicate the volunteer slots where you’re available and willing to serve.
- [December Newsletter](https://theberylinstitute.org/december-newsletter/)
- [WMTYworld Convening Team Information](https://theberylinstitute.org/wmtyworld-convening-team-information/)
- [Convening Team](https://theberylinstitute.org/conveningteam/)
- [Countries WMTY](https://theberylinstitute.org/wmty-countries/)
- [Resources WMTY](https://theberylinstitute.org/what-matters-to-you-old/resources-wmty-test2/)
- [WMTY Resources](https://theberylinstitute.org/what-matters-to-you-old/wmty-resources/): Please find a selection of open-access What Matters To You resources below.
- [Physician Workgroup Inquiry](https://theberylinstitute.org/physician-workgroup-inquiry/)
- [PXPF Webinar Form](https://theberylinstitute.org/pxpf-webinar-form/)
- [Organizational Membership Investment Request](https://theberylinstitute.org/organizational-membership-investment-request/)
- [Survey Request](https://theberylinstitute.org/survey-request/)
- [FAQs Credentialing Center](https://theberylinstitute.org/faqs-credentialing-center/)
- [CAVS](https://theberylinstitute.org/cavs/)
- [CPXP Exam Overview](https://theberylinstitute.org/cpxp-exam-overview/)
- [PXEs Overview](https://theberylinstitute.org/pxes-overview/)
- [March of Dimes Access](https://theberylinstitute.org/march-of-dimes-access/)
- [Book Speaking Pages](https://theberylinstitute.org/book-speaking-pages/)
- [Return on Human Experience](https://theberylinstitute.org/return-on-human-experience/)
- [Credentialing Center Overview](https://theberylinstitute.org/credentialing-center-overview/)
- [Community Council](https://theberylinstitute.org/community-council/)
- [Test](https://theberylinstitute.org/test/)
- [PX Connect Member Survey](https://theberylinstitute.org/px-connect-member-survey/)
- [2026 Community Council Confirmation Form](https://theberylinstitute.org/community-council-confirmation-form/)
- [Patient, Family & Care Partner Workgroup Application](https://theberylinstitute.org/patient-family-care-partner-workgroup-application/)
- [Community Council Interest Form](https://theberylinstitute.org/community-council-interest/)
- [Certificate Badges](https://theberylinstitute.org/certificate-badges/)
- [Global Commitment](https://theberylinstitute.org/global-commitment/)
- [Resources Overview](https://theberylinstitute.org/patient-experience-resources/)
- [2026 Q3 Board & Council Updates](https://theberylinstitute.org/2026-q3-board-council-updates/)
- [2026 Q1 Board & Council Updates](https://theberylinstitute.org/2026-q1-board-council-updates-2/)
- [2026 Q2 Board & Council Updates](https://theberylinstitute.org/2026-q2-board-council-updates/)
- [Humanity in Healthcare: Let’s Work Together](https://theberylinstitute.org/humanity-in-healthcare/)
- [January 2025 Board & Council Updates](https://theberylinstitute.org/jan-2025-board-council-updates/)
- [2024 Q3 Board & Council Updates](https://theberylinstitute.org/2024-q3-board-council-updates/)
- [2024 Q2 Board & Council Updates](https://theberylinstitute.org/2024-q2-board-council-updates/)

## Products
- [What Matters Most: Advancing Human-Centered Care Through a Simple Question](https://theberylinstitute.org/product/what-matters-most-advancing-human-centered-care/): In this episode, host Kiia Lappalainen sits down with Claire Snyman and Angela DeVanney of What Matters to You World to explore how one simple question—"What matters to you?"—can transform healthcare experiences. Drawing on both professional and personal perspectives, they share powerful stories illustrating how understanding what matters most to patients leads to more personalized care, stronger relationships, and better outcomes. They also offer practical advice for organizations looking to embed this human-centered approach into everyday practice, demonstrating that meaningful change often begins with a single conversation.
- [Little Stories with Big Impact: Where Healthcare Integration Comes to Life](https://theberylinstitute.org/product/healthcare-experience-storybook/): Little Stories with Big Impact is the companion storybook to our white paper, The Sum of All Interactions: Advancing Human Experience through an Integrated Ecosystem. Through 29 real stories shared by healthcare organizations from The Beryl Institute community, it brings the principles of an integrated ecosystem to life, illustrating how collaboration, communication, partnership, and compassion shape meaningful human experiences.
- [Vibe Check: Is Your Healthcare Teen Volunteer Program Sigma or Beta?](https://theberylinstitute.org/product/vibe-check-is-your-healthcare-teen-volunteer-program-sigma-or-beta/): This blog is part of a series on Teen/Youth Volunteer Programs in Healthcare. Please see below to explore other resources on this topic.
- [Teen Volunteers are Shaping the Human Experience in Healthcare](https://theberylinstitute.org/product/teen-volunteers-are-shaping-the-human-experience-in-healthcare/): Podcast: Turning Teen Volunteers into Healthcare Leaders - The Beryl Institute
- [Closing the Loop: Using Real-Time Feedback to Improve Patient Experience](https://theberylinstitute.org/product/closing-the-loop-using-real-time-feedback-to-improve-patient-experience/): Healthcare organizations have long relied on post-discharge surveys to understand the patient experience. While valuable, these tools often provide feedback too late to address concerns, recover service failures, or improve care while patients are still receiving treatment. Providence Holy Cross Medical Center sought a more proactive approach by implementing real-time patient feedback that enabled immediate action and meaningful improvement.
- [Turning Teen Volunteers into Healthcare Leaders](https://theberylinstitute.org/product/turning-teen-volunteers-into-healthcare-leaders/): (This podcast is Part 1 of a content series on Teen/Youth Volunteer Programs.)
- [Taking Action in Hearing Care: Building on Patient Motivation](https://theberylinstitute.org/product/taking-action-in-hearing-care-building-on-patient-motivation/): This is also true in hearing care, where taking action often requires significant behavior change. A patient may understand that hearing aids could improve communication but still feel reluctant to move forward. They may worry about appearing old, struggle to accept that their hearing has changed, feel overwhelmed by technology, or have heard negative stories from friends and family.
- [Transforming Care from the Inside Out: The Impact of Peer Coaching on Provider Well-Being and Patient Experience](https://theberylinstitute.org/product/transforming-care-from-the-inside-out-the-impact-of-peer-coaching-on-provider-well-being-and-patient-experience/): Learn how Dartmouth Health is transforming care from the inside out through peer coaching. Jason Vallee, PhD, explores how supporting provider well-being through a structured coaching program improves engagement, reduces burnout, and enhances the patient experience.
- [Beyond the Clock: Improving the Human Experience of Waiting in Healthcare](https://theberylinstitute.org/product/beyond-the-clock-improving-the-human-experience-of-waiting-in-healthcare/): This white paper examines one of healthcare's most persistent challenges: waiting.
- [Spiritual Care Connection Call – Celebrating Spiritual Care Week](https://theberylinstitute.org/product/spiritual-care-connection-call-celebrating-spiritual-care-week/): 11:00 AM PT / 2:00 PM ET / 7:00 PM London - Spiritual Care Week offers an opportunity to recognize and celebrate the vital contributions of chaplains and spiritual care providers across healthcare and community settings. Join the Spiritual Care Workgroup for a connection call as we reflect on the impact of spiritual care, share stories of meaningful practice, and explore ways organizations can honor and support spiritual care professionals.
- [Temporary Medical Lodging: The Distance Between Home and Here](https://theberylinstitute.org/product/temporary-medical-lodging-the-distance-between-home-and-here/): But what if we thought about it differently? Research on the social determinants of health has increasingly documented the pathways by which unmet social needs shape health outcomes. Temporary medical lodging fits squarely within that framework. And for many patients and caregivers navigating domestic medical travel, it is the need that remains most systematically unaddressed.
- [From Call Light to Connected Care: Advancing Safety, Communication, and Engagement](https://theberylinstitute.org/product/from-call-light-to-connected-care-advancing-safety-communication-and-engagement/): St. James Parish Hospital transformed its nurse call system into a digital care platform that improved patient communication, strengthened safety monitoring, and expanded family engagement. Discover the solution that helped create a more informed and connected patient experience.
- [The Healing Power of Human Connection](https://theberylinstitute.org/product/the-healing-power-of-human-connection/): Complimentary Headliner Webinar - 11:00 AM PT / 2:00 PM ET / 7:00 PM London - Every day, acts of compassion, kindness, and human connection shape the experiences of patients, families, and healthcare professionals. Drawing on insights from millions of stories shared around the world, this webinar explores how meaningful human interactions foster healing, build trust, strengthen teams, and create cultures where everyone can thrive. Participants will discover why compassion, meaningful recognition, and belonging are essential drivers of safety, quality, workforce engagement, and the human experience.
- [Monthly Member Meet-up (December 2026)](https://theberylinstitute.org/product/monthly-member-meet-up-december-2026/): 9:00 AM PT / 12:00 PM ET / 5:00 PM London – Join us for an informal member networking meet-up designed for open conversation and connection. With no formal agenda, this session is simply a space to show up with questions, engage with peers, and exchange ideas with fellow members and our membership team. All are welcome – new and longtime members alike.
- [Monthly Member Meet-up (November 2026)](https://theberylinstitute.org/product/monthly-member-meet-up-november-2026/): 9:00 AM PT / 12:00 PM ET / 5:00 PM London – Join us for an informal member networking meet-up designed for open conversation and connection. With no formal agenda, this session is simply a space to show up with questions, engage with peers, and exchange ideas with fellow members and our membership team. All are welcome – new and longtime members alike.
- [Monthly Member Meet-up (October 2026)](https://theberylinstitute.org/product/monthly-member-meet-up-october-2026/): 9:00 AM PT / 12:00 PM ET / 5:00 PM London – Join us for an informal member networking meet-up designed for open conversation and connection. With no formal agenda, this session is simply a space to show up with questions, engage with peers, and exchange ideas with fellow members and our membership team. All are welcome – new and longtime members alike.
- [Monthly Member Meet-up (September 2026)](https://theberylinstitute.org/product/monthly-member-meet-up-september-2026/): 9:00 AM PT / 12:00 PM ET / 5:00 PM London – Join us for an informal member networking meet-up designed for open conversation and connection. With no formal agenda, this session is simply a space to show up with questions, engage with peers, and exchange ideas with fellow members and our membership team. All are welcome – new and longtime members alike.
- [Monthly Member Meet-up (August 2026)](https://theberylinstitute.org/product/monthly-member-meet-up-august-2026/): 9:00 AM PT / 12:00 PM ET / 5:00 PM London – Join us for an informal member networking meet-up designed for open conversation and connection. With no formal agenda, this session is simply a space to show up with questions, engage with peers, and exchange ideas with fellow members and our membership team. All are welcome – new and longtime members alike.
- [Compassion Connected Communication](https://theberylinstitute.org/product/compassion-connected-communication/): 11:00 AM PT / 2:00 PM ET / 7:00 PM London - Compassion is a critical driver of patient experience, staff well-being, and trust. Grounded in emotional intelligence, this presentation explores compassion as a learnable skill that is expressed through observable behaviors, especially in moments when emotions escalate or dignity is threatened.
- [CPXP Informational Connection Call: Your Guide to the CPXP Credentialing Process (August 2026)](https://theberylinstitute.org/product/cpxp-informational-connection-call-your-guide-to-the-cpxp-credentialing-process-august-2026/): Complimentary - 9:00 AM PT / 12:00 PM ET / 5:00 PM London - Considering the Certified Patient Experience Professional (CPXP) designation? Join Patient Experience University (PXU), the global learning and credentialing center of The Beryl Institute, for an informational connection call that clarifies what CPXP is, who it’s designed for, and how to move forward. The PXU team will walk you through what the credential represents, the application process, what to expect from the exam, and answer your questions.
- [What We Wear Shapes Patient Trust](https://theberylinstitute.org/product/what-we-wear-shapes-patient-trust/): In healthcare, first impressions are formed in seconds, and our research shows that what we wear plays a powerful role in shaping trust, comfort, and confidence during some of life’s most vulnerable moments.
- [From Personal Loss to Global Change: Vita Steina’s Mission to Advance Human Experience in Healthcare](https://theberylinstitute.org/product/from-personal-loss-to-global-change-vita-steinas-mission-to-advance-human-experience-in-healthcare/): Jason Wolf sits down with Vita Steina, one of the leading voices advancing human experience across Europe. In this inspiring conversation, Vita shares how the loss of her young son to cancer transformed her life and sparked a mission to improve healthcare for patients, families, and caregivers. From pioneering patient experience efforts in Latvia to advocating for human experience as a cornerstone of healthcare quality and policy, Vita discusses the power of purpose, the importance of supporting the workforce, and her vision for creating lasting change across healthcare systems. A powerful conversation about resilience, leadership, and the human heart at the center of care.
- [Reducing LWBS Through Operational Excellence in the ED](https://theberylinstitute.org/product/reducing-lwbs-through-operational-excellence-in-the-ed/): Explore how a multidisciplinary team improved Emergency Department flow, communication, and patient experience. By addressing inefficiencies through collaborative redesign, the initiative achieved a sustained drop in “left without being seen” (LWBS) and better patient feedback. This webinar offers data-driven, replicable methods to optimize operations and enhance the ED experience for both staff and patients.
- [When Communication Is Safety: Why Testing Bilingual Staff Matters](https://theberylinstitute.org/product/when-communication-is-safety-why-testing-bilingual-staff-matters/): What happens when bilingual staff speak with patients in another language, but their medical language skills have never been validated? In this Learning Bite, Rebecca Ruckno of Geisinger Health System shares how the organization partnered with LanguageLine Solutions to implement a systemwide bilingual proficiency testing program that ensures accurate clinical communication and supports regulatory compliance. Learn how validated language testing reinforces a simple but powerful principle: communication is safety.
- [Change Leadership: Five Tactics to Make Best Practices Stick](https://theberylinstitute.org/product/change-leadership-five-tactics-to-make-best-practices-stick/): Complimentary - Change in healthcare is inevitable - and often challenging. Yet it’s essential for sustaining the patient experience behaviors and practices that matter most to patients and for bringing meaning and joy to the work of healthcare professionals. Change feels even harder when patient experience best practices fall short because real world circumstances and barriers get in the way. Join this webinar to learn five practical tactics that help patient experience best practices truly stick. You’ll gain insights that make it easier to lead teams through change and support teams in doing the right thing consistently. You’ll leave with a renewed perspective and a clearer path to lasting improvement.
- [Spiritual Care Connection Call – Demystifying Chaplaincy](https://theberylinstitute.org/product/spiritual-care-connection-call-demystifying-chaplaincy/): Chaplaincy is often misunderstood, yet it plays a critical role in supporting patients, families, and care teams. Join the Spiritual Care Workgroup on a connection call to demystify chaplaincy - exploring what chaplains do, how they integrate into care teams, and the impact they have across care settings.
- [Care Partners as Essential Team Members in Safe Care](https://theberylinstitute.org/product/care-partners-as-essential-team-members-in-safe-care/): This session explores the role of care partners as essential members of the care team and their impact on patient safety. Participants will examine strategies to support care partner presence and engagement across the care continuum, including bedside rounding, shift reports, discharge planning, and flexible visitation practices that promote safety and partnership.
- [Healing Happens at Night: Improving Sleep Health in Pediatric Hematology & Oncology Patients and Caregivers](https://theberylinstitute.org/product/healing-happens-at-night-improving-sleep-health-sleep/): Cook Children’s Hospital shares how a simple, family-centered approach significantly improved sleep quality for pediatric hematology/oncology patients and their caregivers. In this case study, discover practical, low-cost strategies that reduce sleep disruptions and enhance the overall care experience.
- [The State of Patient Experience 2019: Reflections and Four Considerations for Action](https://theberylinstitute.org/product/the-state-of-patient-experience-2019-reflections-and-four-considerations-for-action/): by Jason A. Wolf, PhD, CPXP
- [Lessons from the Lived Experience: What Your Vented Patients Would Ask if they Could](https://theberylinstitute.org/product/lessons-from-the-lived-experience-what-your-vented-patients-would-ask-if-they-could/): by Tiffany Christensen, CPXP
- [A Special Welcome to the Volunteer Professionals Community](https://theberylinstitute.org/product/a-special-welcome-to-the-volunteer-professionals-community/): Posted By Stacy Palmer, Monday, August 17, 2020
- [Reflections on “What Matters”](https://theberylinstitute.org/product/reflections-on-what-matters/): Complimentary - Learn how the “What Matters to You?” movement began in Scotland and how 14 years of asking this powerful question has influenced person-centered care around the world. Through practical examples and lessons learned, this webinar explores ways to strengthen partnerships, support shared decision-making, and ensure care is guided by what matters most to people and families.
- [What Matters Most: A Conversation with Maureen Bisognano](https://theberylinstitute.org/product/what-matters-most-a-conversation-with-maureen-bisognano/): In this special What Matters to You episode of To Care Is Human: Leading the Conversation, Jason Wolf sits down with healthcare pioneer Maureen Bisognano to explore the question that sparked a global movement: “What matters to you?” Drawing on personal stories as a nurse advocating for critically ill patients to the moments that shaped her lifelong commitment to person-centered care, she shares powerful examples of how listening deeply can change lives. Listeners will leave inspired by practical ways to bring the What Matters to You philosophy into everyday interactions with patients, families, colleagues, loved ones, and themselves.
- [Reframing Physician Perceptions of Patient Experience: A Physician’s Perspective](https://theberylinstitute.org/product/reframing-physician-perceptions-of-patient-experience-a-physicians-perspective/): This PX Learning Bite features physician leader Amit Singh, M.D., of Cook Children’s Medical Center, sharing a powerful perspective on why patient experience is not separate from clinical care, but fundamental to better outcomes, safety, trust, and healing relationships. Drawing from key themes in From Myths to Truths: Reframing Physician Perceptions of Patient Experience, this video reveals small but powerful actions that signal respect, attention, and compassion while requiring very little additional time.
- [Planting a Seed in Hostile Soil: Reclaiming Humanity in Healthcare](https://theberylinstitute.org/product/planting-a-seed-in-hostile-soil-reclaiming-humanity-in-healthcare/): In this episode of To Care is Human, Victor Montori, M.D., joins Jason Wolf for a thought-provoking conversation on the humanity of healthcare. Together, they explore how healthcare has become increasingly industrialized, why human connection and curiosity matter in care, and what it will take to create a future grounded in “careful and kind care for all.”
- [You Make a Difference (What Matters to You?)](https://theberylinstitute.org/product/you-make-a-difference-what-matters-to-you/): Complimentary Headliner Webinar - 6:00 AM PT / 9:00 AM ET / 2:00 PM London - Based on key principles of person-centred care: Intelligent Kindness, What Matters to You? Civility Saves Lives, self-care, and active listening, Tommy shares insights from his own experience as a carer for his mum, Joan. You will be encouraged to reflect on how you can make your workplaces and systems more compassionate by asking, “What works well?” and “What can we do differently in the future?”
- [Prioritizing Patient Rest: Response to the New HCAHPS Restfulness Questions](https://theberylinstitute.org/product/prioritizing-patient-rest-response-to-the-new-hcahps-restfulness-questions/): 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.
- [Fundamentals of Patient Experience: A CPXP Preparation Program (July/August)](https://theberylinstitute.org/product/fundamentals-of-patient-experience-a-cpxp-preparation-program-july-august/): Designed for Arabic-speaking healthcare professionals and patient experience champions in the Middle East, this bilingual virtual program provides a structured pathway to prepare for the Certified Patient Experience Professional (CPXP) exam.
- [Volunteer Professionals Community Connection Call – Introducing the First Annual National Volunteer Services Data Dashboard](https://theberylinstitute.org/product/volunteer-professionals-community-connection-call-introducing-the-first-annual-national-volunteer-services-data-dashboard/): Volunteer programs are evolving rapidly, and leaders across the field are seeking meaningful data to better understand how their services compare, grow, and adapt. Join a conversation with the survey development team, along with our sponsor Samaritan, as we explore why this data dashboard was created and the key trends it reveals.
- [Trust is the First Safety Protocol](https://theberylinstitute.org/product/trust-is-the-first-safety-protocol/): This learning bite explores the critical connection between trust, communication, and patient safety in healthcare. Drawing on personal experience and emerging research, Amber Maraccini of Medallia highlights how trust influences whether patients speak up, seek care, and engage in their treatment. The piece outlines practical behaviors and organizational strategies that strengthen trust and make it a foundational driver of safer, more collaborative care.
- [When Feedback Gets Real: Turning Insights into Action](https://theberylinstitute.org/product/when-feedback-gets-real-turning-insights-into-action/): 11:00 AM PT / 2:00 PM ET / 7:00 PM London - In a world of unfiltered feedback, healthcare leaders must listen with intention and respond with purpose. This webinar explores how to turn candid patient, family, and staff input into targeted action. Through real-world examples, attendees will gain tools to identify patterns, foster accountability, and build a culture of learning and responsiveness.
- [The Cost of Silence: Addressing Disenfranchised Grief in Healthcare](https://theberylinstitute.org/product/the-cost-of-silence-addressing-disenfranchised-grief-in-healthcare/): This webinar shines a light on disenfranchised grief, the often-unrecognized loss experienced by both patients and healthcare professionals. Through real-world stories and frontline insights, presenters will explore how acknowledging unseen grief can transform care experiences and strengthen human connection. Participants will learn how empathetic, developmentally appropriate care supports patients and families while also addressing the emotional toll on caregivers. The session offers actionable strategies to reduce burnout, foster resilience, and promote emotional well-being within healthcare teams. By validating the experiences of both those who give and those who receive care, this conversation invites a shift toward a more compassionate and sustainable healthcare culture.
- [Leveraging PFACs to Strengthen Emergency Department Care](https://theberylinstitute.org/product/leveraging-pfacs-to-strengthen-emergency-department-care/): This webinar will describe how Mount Sinai’s Department of Emergency Medicine conceived, launched, and sustained a system-wide, Emergency Department–focused Patient and Family Advisory Council (PFAC). We will explore how the PFAC’s work moved beyond the traditional “PX silo” to influence ED operations, quality, research, digital tool development, and medical education. The session will highlight the key building blocks that supported the PFAC’s growth and the department’s increasing recognition of the council as an invaluable resource. Participants will gain an understanding of the resources and preparation needed to build and sustain an advisory council within one of the most challenging areas of hospital patient experience.
- [Driving Inpatient HCAHPS: 3 Interventions to Strengthen Human Experience](https://theberylinstitute.org/product/3-interventions-to-strengthen-human-experience/): A collaborative effort at Bon Secours St. Mary’s Hospital demonstrates how standardizing communication across care teams can strengthen trust, improve patient understanding, and drive measurable gains in HCAHPS performance. Through three targeted interventions, this case highlights the power of reliable, team-based communication in advancing the human experience in healthcare.
- [Partners in Healing: The Role of Family Advocacy in Care](https://theberylinstitute.org/product/partners-in-healing-the-role-of-family-advocacy-in-care/): This webinar highlights the vital role of Family Advocates as key members of the interdisciplinary care team. Participants will learn how Family Advocates provide peer support, facilitate communication, and offer emotional guidance to families during hospital admissions. Presenters will explore operational elements such as funding models, defined scopes of practice, and strategies for effective team integration. A physician will share insights on how Family Advocates enhance patient- and family-centered care, followed by firsthand reflections from advocates illustrating their impact in strengthening relationships, supporting informed decision-making, and improving outcomes. Attend this webinar to discover how Family Advocates bring empathy and collaboration together to elevate the care experience.
- [Preventing Delirium After Surgery: A Qualitative Study of Patients, Caregivers, and Providers](https://theberylinstitute.org/product/preventing-delirium-after-surgery-a-qualitative-study-of-patients-caregivers-and-providers-2/): Post-operative delirium is the most common complication in older adults following surgery. Symptoms include agitation, difficulty focusing, sluggishness, hallucinations, slurred speech, restlessness, rapid mood swings, and uncooperative or aggressive behaviour. It can result in longer hospital stays, increased mortality, loss of functional independence, increased need for a higher level of care post-surgery, and an increased risk of readmission to hospital. We aimed to understand and describe the experiences of patients, families, and healthcare providers with postoperative delirium, and to identify targeted initiatives to support patient and family centered care for high-risk patients. We conducted a qualitative descriptive study using interviews and surveys with two patients with lived experience, five family caregivers, and 11 perioperative healthcare providers between June 2023 to September 2024. Interview transcripts and open-ended survey responses were analyzed deductively according to expert recommendations. Participants reported that preoperative screening for delirium risk factors was uncommon and suggested risk factors be discussed with patients and families. Participants shared that no formal anesthesia protocols were in place intraoperatively, but anesthesiologists aim to use fewer high-risk medications in at-risk patients. Healthcare providers asked basic reorientation questions after surgery, but patients did not undergo formal delirium assessments. Four main suggestions to improve care for patients at risk for postoperative delirium included standardizing protocols, sharing information about cognitive risks with patients and families, focusing on environmental and behavioural interventions, and conducting ongoing evaluation. These findings will inform the development of a patient-centered multi-hospital postoperative delirium prevention pathway to reduce delirium amongst older patients.
- [Human Experience: A Catalyst for Global Connection](https://theberylinstitute.org/product/human-experience-a-catalyst-for-global-connection/): As I think about the state of play in our world today, I find we have two choices in how we react. One is with a sense of despair driven by the intentional efforts to disconnect humanity being perpetuated by some. The other, with a sense of hope, that even in the face of these forces, there are those that strive relentlessly to foster connection and opportunity. I find the path forward in holding the tension of pragmatic idealism – that we can dream, with big and noble goals, while recognizing our path forward must be grounded in practical and realistic action. That, in so many ways, reflects the power of our community. I see it in the words of our authors in this issue who push us to think bigger, understand more broadly, while laying out pathways and practices that can move us forward with intention. There is a foundational theme that emerges from our authors across PXJ. It is a commitment to something bigger, to the human experience we can and must foster and sustain, not only in healthcare, but for our world.
- [Human Experience, The Boarding Crisis, and Moral Injury-A Call to Action](https://theberylinstitute.org/product/human-experience-the-boarding-crisis-and-moral-injury-a-call-to-action/): Patient experience has evolved to a broader definition of human experience, including workforce experience, and community experience. Hospital boarding is a common, pervasive problem facing healthcare, which threatens all levels of human experience, from patient experience, to workforce experience (moral injury and burnout in healthcare professionals), and community experience (delayed and denied access to care for patients, Emergency Medical Services, and even interhospital transfers. Effective system leadership across the systems and processes of healthcare, as well as stakeholder and boundary management, will be essential to deliver acceptable human experience, in addition to solutions to smooth surgical flow, improve discharge systems, create ``Bed Czars'' to improve admissions, as well as pursuing reform of healthcare finance mechanisms. Boarding represents a quintessential example of how human experience is affected by failure of effective system leadership.
- [Navigating Medical Ambiguity: A Patient’s Perspective on Communication, Timing, and Risk](https://theberylinstitute.org/product/navigating-medical-ambiguity-a-patients-perspective-on-communication-timing-and-risk/): This essay recounts the experience of navigating re-vaccination decisions after an initial diagnosis of vaccine-associated myocarditis. A diagnosis later contested by other specialists. It is not a tale of medical error, but of diagnostic ambiguity and divergent clinical reasoning. My intent is to show how, in the absence of consensus, a patient was compelled to assume a central role in adjudicating between competing medical narratives. Recommendations are offered to make medical advice more available to patients and bridge a growing gap between medicine and the public.
- [The Quiet End of the Visit](https://theberylinstitute.org/product/the-quiet-end-of-the-visit/): Reassuring language is a common and often well-intentioned feature of clinical encounters, frequently used to convey clinical confidence and bring visits to a close. This personal narrative reflects on an observed outpatient encounter during a physician shadowing experience in which reassurance appeared to function not only as comfort, but also as an implicit signal of conversational closure. From the perspective of a student observer, the piece describes a moment of patient hesitation that arose after reassurance was offered, then quietly disappeared as the visit concluded. Although the encounter was clinically appropriate and efficient, the unspoken pause highlighted how uncertainty can remain unaddressed even in visits that appear successful on the surface. Drawing on observations across multiple similar encounters, the narrative examines how time pressures and established communication patterns can unintentionally limit opportunities for patients to voice lingering questions. The reflection situates this experience within broader discussions of patient experience, emphasizing that uncertainty is often invisible in standard quality metrics and patient satisfaction measures. Rather than critiquing individual clinicians or discouraging reassurance, the piece invites consideration of small, practical adjustments, such as brief pauses or explicit invitations for questions, that may allow uncertainty to surface without disrupting care. Ultimately, this narrative argues that patient experience is shaped not only by what is said and done, but also by what goes unspoken, and that acknowledging quiet uncertainty may be an important step toward more humane, patient-centered care.
- [The Voices I Never Heard: Reflections from a Public Health Advocate on Representation, Silence, and Struggle](https://theberylinstitute.org/product/the-voices-i-never-heard-reflections-from-a-public-health-advocate-on-representation-silence-and-struggle/): Representation of ethnic minorities among trial participants in the UK is poor. It is true that the need for diversity and inclusive language is important in research, but the practicality of making this a reality for patients from under-represented groups has not generally been the case. As a patient advocate, I have been a participant in clinical trial reviews and advisory boards during the past three years and have engaged in a national-level conversation about patient voice and equity. I draw connections between structured frameworks for patient and public involvement (PPI) in the UK and the more informal, community-based caregiving practices in Nepal. This article examines how, across different systems, exclusion creates a similar kind of invisibility for patients and what it means to be an advocate across borders.
- [Beliefs Regarding Patient Experience in the Emergency Department Among Individuals With Sickle Cell Disease](https://theberylinstitute.org/product/beliefs-regarding-patient-experience-in-the-emergency-department-among-individuals-with-sickle-cell-disease/): Individuals with sickle cell disease (SCD) frequently experience intense, unanticipated pain episodes known as vaso-occlusive events (VOEs), which often require emergency department (ED) treatment. However, they often report suboptimal experiences in the ED. Using the Theory of Planned Behavior (TPB), this study aimed to elicit salient beliefs regarding SCD patient experience in the ED. Three virtual focus group sessions were conducted with individuals with SCD recruited through a Texas SCD Association and Rare Patient Voice. Nine open-ended questions were used to elicit participants' behavioral, normative, and control beliefs regarding ED use when experiencing VOEs. Qualitative analysis was performed using a thematic inductive approach. A total of 21 individuals with SCD, aged 18 to 48 years (mean± SD: 35.3± 7.2), participated in the study. The majority were female (85.7%) and Black (95.2%), with over one-half having HbSS genotype (57.1%). A total of 22 beliefs were identified as salient, including 11 behavioral, 4 normative, and 7 control beliefs. Disadvantages of using the ED, including provider bias and stereotypes, were the most cited behavioral beliefs. Family, friends, spouses/partners, and hematologists were considered individuals who would influence the decision to use the ED. Control beliefs included ED-related factors, such as the presence of SCD treatment protocols; disease-related factors, such as the inability to manage pain at home; and support-related factors, such as reliable transportation. Findings provide insights into the ED experiences of individuals with SCD and could inform future intervention strategies to enhance patient experiences and health outcomes.
- [Capturing Patient-Centered Quality of Life: Usability and Initial Validation of the Pediatric Patient-Generated Index Following Esophageal Atresia Repair](https://theberylinstitute.org/product/capturing-patient-centered-quality-of-life-usability-and-initial-validation-of-the-pediatric-patient-generated-index-following-esophageal-atresia-repair/): The Patient-Generated Index (PGI) is an individualized measure that allows patients to define the domains most important to their quality of life (QoL). This study evaluates the usability and preliminary validity of the pediatric Patient-Generated Index (pPGI) in children who previously underwent esophageal atresia (EA) repair. We conducted a mixed-methods study including the pPGI, EuroQol-5D-Youth (EQ-5D-Y), and PROMIS Life Satisfaction Short Form-8a. Children aged 7–17 years completed self-reports, while parents served as proxies for younger children. Cognitive interviews explored how children understood and completed the pPGI, and clinician interviews assessed clinical usability. Among 25 participants, the pPGI generated 104 text responses covering a wide range of individualized domains, with eating, respiratory concerns, school impacts, and ``looking after one's health'' emerging most frequently. Weak correlations were observed between pPGI scores and both EQ-5D-Y (r = 0.33) and PROMIS (r = 0.19), consistent with the individualized nature of the measure. Cognitive interviews highlighted overall ease of understanding but identified challenges with the coin-distribution (weighting) step. Clinicians valued the pPGI for its specificity to EA-related concerns, though some preferred standardized measures for quantification. The pPGI demonstrated initial construct validity and strong acceptability, providing nuanced insights not captured by generic or disease-specific tools. These findings support the potential of the pPGI as a complementary, patient-centered measure for long-term EA follow-up.
- [Improving Patients’ Experience Through Nurturing Care for Patients Undergoing Kidney Biopsies: A Feedback Survey](https://theberylinstitute.org/product/improving-patients-experience-through-nurturing-care-for-patients-undergoing-kidney-biopsies-a-feedback-survey/): Background: Renal biopsies are a key tool in diagnosing kidney diseases, providing histopathological insights for personalised treatment plans. Despite their clinical value, little is explored about how patients experience this invasive procedure. Understanding these experiences is important for improving care quality, safety, and ensuring the process is as patient friendly as possible. There is also a lack of research capturing patient experience feedback on renal biopsies, making studies like this essential for guiding service improvement initiatives. Method: Observational study, May 2022 to June 2024. Eighty-six percutaneous renal biopsies performed. Fifty eligible patients invited to complete the Kidney Biopsy Patient Experience Survey. Twenty-nine patients responded, response rate 58%. The survey, distributed four weeks after the procedure, considered different phases of the experience; before, during, and after the biopsy. It focused on the clarity of information, emotional support, pain management, and post-procedure care. Quantitative results were summarised using descriptive statistics, while written feedback was reviewed to identify recurring themes. Results: The results showed high levels of patient satisfaction. Respondents included both male (44.8%) and female (55.2%) participants, with ages ranging from 25 to over 80 years. All patients reported feeling emotionally supported during the biopsy, and 96.6% were satisfied with pain control. After the procedure, 96.6% said their recovery was as expected or better, and everyone received clear discharge instructions. Most (75%) had no post-discharge issues, while others experienced minor symptoms like localised pain, blood in the urine, or mild fever. Conclusion: Findings highlight the value of listening to patients to improve kidney biopsy care and support, especially in nephrology where such surveys are underexplored.
- [Using Artificial Intelligence to Enhance Patient Comprehension and Risk Perception of Pathology Reports: Findings From a Survey of Patients and Pathologists](https://theberylinstitute.org/product/using-artificial-intelligence-to-enhance-patient-comprehension-and-risk-perception-of-pathology-reports-findings-from-a-survey-of-patients-and-pathologists/): Context: Electronic health records (EHRs) provide patients with direct access to their pathology reports, often before physician consultation. However, the complexity of medical terminology can lead to misinterpretation and anxiety. Artificial intelligence (AI), particularly large language models such as ChatGPT, may improve patient comprehension by simplifying medical language. Objective: This study evaluates ChatGPT's ability to enhance patient understanding and risk perception of pathology reports by generating patient-friendly explanations and assigning a numerical concern level. Pathologists assessed the accuracy of AI-generated summaries. Design: A publicly available colonoscopy pathology report was analyzed using ChatGPT, which produced a simplified summary and concern score. Two surveys were conducted: one among patients (n = 208) to assess comprehension and perceived usefulness and another among gastrointestinal pathologists (n = 33) to evaluate the accuracy and reliability of AI-generated concern levels. Results: Among patients, 83% found the AI-generated summary beneficial, with 58% rating it as "very helpful." However, 36% of pathologists reported omissions of key clinical details, and 26% identified misleading content. ChatGPT assigned a concern level of 6/10, whereas pathologists reported an average concern level of 2.75, suggesting an overestimation of risk. Conclusions: While AI tools like ChatGPT may improve patient comprehension of pathology reports, concerns regarding accuracy, reliability, and clinical applicability remain. Further research is required to evaluate the consistency of AI-generated interpretations and to establish standardized methodologies for integrating AI-assisted summaries into clinical workflows while ensuring alignment with expert assessment and medical guidelines.
- [The Implementation of Family-Centered Care and Family Satisfaction in Caring for Children With Cancer](https://theberylinstitute.org/product/the-implementation-of-family-centered-care-and-family-satisfaction-in-caring-for-children-with-cancer/): Background: Family-Centered Care (FCC) is an approach that involves families actively in their children's care by emphasizing respect, collaboration, and support. The goal is to increase family satisfaction with the care of children with cancer. FCC covers six subscales: general satisfaction, information, family inclusion, communication, technical skills, and emotional needs. Objective: This study aims to analyze the relationship between implementing FCC and family satisfaction when caring for children with cancer. Methods: A cross-sectional quantitative study was conducted at the Estella Children's Cancer Center in Manado, Indonesia, from June to October 2024. Parents of hospitalized children with cancer were selected for the research sample using convenience sampling. The instruments used were the Family Centered Care Assessment Scale (FCCAS) to evaluate FCC implementation and the PedsQL\texttrademark 3.0 Healthcare Satisfaction Hematology/Oncology Module to evaluate parental satisfaction. Results: The mean total score for FCC implementation was 74.23 (SD = 11.308), and the mean total score for family satisfaction was 74.64 (SD = 10.426). Pearson's correlation test revealed a significant, moderate positive correlation between FCC implementation and family satisfaction (r = 0.509, p = 0.000). Conclusion:The better the implementation of FCC, the higher the level of family satisfaction in children with cancer undergoing treatment.
- [No One-Size-Fits-All: Patient Perspectives of Key Factors Influencing Their Inpatient Rehabilitation Experience](https://theberylinstitute.org/product/no-one-size-fits-all-patient-perspectives-of-key-factors-influencing-their-inpatient-rehabilitation-experience/): Although patient experience in healthcare settings has historically been an ambiguous concept, it has received increasing recognition as a measure of healthcare quality. Despite this growing recognition and efforts to define patient experience, few studies have explored patient perspectives on the key factors driving this quality indicator. This study aimed to explore the core elements patients view as influencing their experiences in the inpatient rehabilitation setting. This was a single-visit, cross-sectional qualitative interview study. Thirteen patients with diverse diagnoses who received at least one week of rehabilitation services were recruited from a single inpatient rehabilitation facility. Purposive sampling was employed to identify information-rich participants, and semi-structured individual interviews were conducted to elicit in-depth perspectives. Constant comparative analysis was used to identify themes characterizing patients' perceptions. To establish credibility and trustworthiness, peer debriefing, two independent coders, and repeated review of the data were implemented. The themes identified from the qualitative interviews suggest that the patient experience of inpatient rehabilitation is multifaceted; while there are core commonalities, each patient's rehabilitation journey is unique. A better understanding of the aspects patients consider most impactful to their experiences can help guide quality improvement efforts.
- [Expanding Family Participation in Inpatient Rounds Through Remote Access: A Feasibility Study Using Automated Messaging](https://theberylinstitute.org/product/expanding-family-participation-in-inpatient-rounds-through-remote-access-a-feasibility-study-using-automated-messaging/): Patient representatives (PR) often wish to be part of the care of their loved ones when hospitalized. However patients are frequently alone during morning bedside rounds. A feasibility study was conducted at a large New England Academic Center to evaluate whether short messaging service (SMS) notifications of morning round times with ability to conference-in could improve remote PR participation in inpatient rounds and assess its impact on communication, acceptability, and care experience. After IRB approval, 17 patients were recruited, resulting in 61 bedside encounters. PRs received daily SMS reminders with scheduled round times and joining instructions; care teams received daily email reminders with call-links. The outcomes measured were successful conference-in/in-person attendance of PRs and feedback from stakeholders. Of 61 encounters, 66%(40/61) PRs confirmed their intent to attend during appointment time; 93%(37/61) of those were successfully conferenced-in during the encounter. The average call duration of call-ins was 7.7 minutes. At end of study, 52%(9/17) of surveyed PRs gave superior rating for their experience. Thematic analyses of PR testimonials were overall positive. Based on the findings, the initiative was subsequently piloted on – Adult Oncology Ward, Pediatric Ward and Hospital Patient Family relations (PFR). By enabling PRs to attend inpatient bedside rounds remotely, hospitalists can improve the overall perception of care.
- [Applying a Patient Journey Mapping Approach to Understand Maternal Care Patient Journeys: A Pilot Study](https://theberylinstitute.org/product/applying-a-patient-journey-mapping-approach-to-understand-maternal-care-patient-journeys-a-pilot-study/): Introduction: In the United States, giving birth is the most common cause of hospitalization. Maternal care frequently represents birthing people's first experiences of prolonged interactions with the healthcare system. However, the structure of services is often fragmented and misaligned with individuals' needs, particularly for Black birthing people. Documenting birthing people's experiences during pregnancy and postpartum allows for identification of practices working well and opportunities to improve patient-centered maternal care. Methods: The mixed-methods study was conducted in the southeastern United States and used patient journey mapping(PJM) to document experiences of patients receiving maternal care at a large academic hospital during . Surveys and semi-structured interviews were conducted during the prenatal and postpartum periods to assess maternal care experiences, patient education, and health outcomes. Descriptive phenomenology was used to code and analyze data. Visuals were created to highlight key experiences. Results: A total of 10 patients (6 prenatal, 4 postpartum) participated in the study. Reported experiences were mainly positive including being provided sufficient education and feeling listened to. However, gaps in care included delayed access to prenatal services, challenges contacting clinicians between appointments and coordinating care, lack of racial concordance between patients and clinicians, and little continuity of care. Conclusion: Our research identified aspects of birthing peoples' positive and negative experiences with maternal care. The results of this pilot study demonstrate the applicability of patient journey mapping to analyze maternal experiences of healthcare systems. The results can be extended through PJM studies using larger study samples to improve equity and patient-centered care.
- [The Patient’s Lived Experience: A Phenomenological Study on Factors Influencing Tuberculosis Treatment Outcomes in Medan, Indonesia](https://theberylinstitute.org/product/the-patients-lived-experience-a-phenomenological-study-on-factors-influencing-tuberculosis-treatment-outcomes-in-medan-indonesia/): This qualitative phenomenological study was conducted to analyze the factors influencing tuberculosis (TB) treatment outcomes from the patient's perspective in Medan, North Sumatra, Indonesia. The objective was to uncover the nuanced human factors shaping the patient's treatment journey, moving beyond a sole reliance on statistics and quantitative methods. The research was conducted across all 41 Primary Health Centers (PHCs) in Medan. Through a purposive sampling strategy, data was collected from 22 TB patients via in-depth interviews until data saturation was achieved. The collected data was analyzed using thematic, narrative, and phenomenological approaches to interpret the detailed lived experiences of the participants. The findings identified six primary themes influencing treatment outcomes: patient demographics, knowledge about TB, adherence, medication side effects, healthcare provider services, and family support. The study found that intrinsic motivation, driven by a desire for recovery, was a paramount factor for positive treatment outcomes, and family support played a crucial role. Patient-reported challenges included a lack of formal education from healthcare providers and misconceptions within their families, which often hindered adherence. In conclusion, achieving successful TB treatment outcomes requires a holistic approach that goes beyond standard care. It is essential to focus on enhancing patient knowledge, boosting intrinsic motivation, and strengthening family support networks to improve treatment outcomes and effectively manage the disease. These findings provide a crucial foundation for developing more empathetic and effective healthcare policies that prioritize patient-centered education and psychosocial support.
- [Inaccessibility and performative inclusivity: higher-weight Francophone and Newcomer adults’ experiences in a Canadian Atlantic province](https://theberylinstitute.org/product/inaccessibility-and-performative-inclusivity-higher-weight-francophone-and-newcomer-adults-experiences-in-a-canadian-atlantic-province/): Weight stigma research is needed in diverse populations. Two populations that may experience compromised healthcare in New Brunswick, Canada's only officially bilingual province (English/French), are Francophone New Brunswickers and newcomers to Canada. As such, this study explores the experiences of higher-weight (Body Mass Index ≥ 30) adults (≥ 18 years of age) who also identify as primarily Francophone or as having moved to Canada ≤ 5 years ago in and out of healthcare contexts. Participants were interviewed according to a semi-structured interview guide face-to-face, by telephone, or video-call two times, at 2-to-3-month intervals. Interviews included questions about experiences and effects of stigma, positive/negative healthcare experiences, and places wherein they felt particularly accepted or stigmatized. Data were analyzed thematically. Among the Francophone subsample (n = 12), emergent themes included Language Tension, System Navigation, and Performative Bilingualismand Stigma, Acceptance, and Avoidance, which indicates that French services are not easy to access in New Brunswick and linguistic and weight stigma are present. Emergent themes among the newcomer subsample (n = 10) included Acceptance and Isolation and Inaccessibility. Newcomers felt accepted in healthcare, but isolated socially, and had difficulty accessing healthcare. Higher-weight Francophone New Brunswickers experience difficulties accessing French healthcare services and report experiences of perceived weight and linguistic stigma. Higher-weight newcomer New Brunswickers experience healthcare access issues and social isolation but size acceptance. Anti-stigma policies and improved healthcare access are necessary.
- [Development and Psychometric Assessment of the Sub-scales of the Ontario Perception of Care tool for Mental Health and Addictions (OPOC-MHA)](https://theberylinstitute.org/product/development-and-psychometric-assessment-of-the-sub-scales-of-the-ontario-perception-of-care-tool-for-mental-health-and-addictions-opoc-mha/): Historically, the tools designed to measure of ``patient satisfaction'' or ``perception of care'' have been developed and evolved separately for the mental health and substance use health sectors. This presents challenges for implementation and usefulness of the results for quality improvement and evaluation given recent efforts aimed at more integrated services and systems. The objective of this study was to psychometrically evaluate eight domain-specific sub-scales of a perception-of-care tool developed specifically for mental health, substance use and/or concurrent disorder services - the OPOC-MHA. The development and process for widescale implementation of the OPOC-MHA has resulted in a large provincial dataset used for the present analysis; the dataset containing results of 70476 tool administrations as of May 2021. Within sub-scales, items showed very good to excellent internal consistency with values for Cronbach's alpha ranging from 0.84 to 0.92. Further, average sub-scale scores were consistently lower for those who had left treatment early and those in the ``other'' category, relative to those who had completed or were still in treatment; thereby supporting construct validity. Results suggest that it is statistically defensible to use the domain-specific sub-scale scores of the OPOC-MHA in evaluation and quality improvement efforts.
- [Veteran Emergency Waiting Areas and Turned-Off Televisions: An Overlooked Variable](https://theberylinstitute.org/product/veteran-emergency-waiting-areas-and-turned-off-televisions-an-overlooked-variable/): The significance of environmental design in emergency department (ED) waiting areas is increasingly acknowledged as a vital element affecting patient experience and stress levels, especially among veterans who may already encounter heightened psychological susceptibility. Aim: To investigate the impact of a non-operational television (TV) at a veteran's medical center emergency department waiting area on patient behavior, perceived stress, and environmental involvement. Methods: This naturalistic observation study employed non-participatory observation of 19 patients in the waiting area of a Veterans Affairs hospital. Field notes captured behavioral responses, seating patterns, and nonverbal stress cues. Observable engagement with the physical environment, particularly with inactive TV, was measured by the frequency of glances, seating preferences, social interactions, and signs of stress or coping behavior. Results: Patients repeatedly engaged with the turned-off TV (TOT), indicating an ingrained expectation for passive distraction. No patients requested the TOT be turned on, yet their behavior suggested its absence was noticed and possibly missed. Conclusion: This study provides preliminary observational evidence that a TOT, far from being a neutral absence, actively influences how patients interact with the environment and with one another. The findings support further mixed-methods or experimental studies to determine whether the removal or replacement of passive media can enhance patient-centered care and inform emergency department design policy.
- [Patient-Centered Care to Improve Recruitment and Retention in Clinical Trials: Insights from a Real-Time Interview-Based Satisfaction Study](https://theberylinstitute.org/product/patient-centered-care-to-improve-recruitment-and-retention-in-clinical-trials-insights-from-a-real-time-interview-based-satisfaction-study/): Patient-centered care is increasingly recognized as essential for understanding participant expectations and generating more accurate and reliable clinical trial results. This study aimed to evaluate an interview-based feedback tool designed to provide a comprehensive assessment of patient experience at a free standing high-enrolling clinical site in the Pacific Northwest. The primary objectives were to identify strengths and weaknesses in current procedures, enhance recruitment and retention, and develop a model adaptable to other sites. A structured interview tool was independently developed based on literature supporting the integration of qualitative and quantitative feedback to capture a multidimensional view of patient experience. The tool was administered to 73 patients over a four-day period in July 2025 and included one Likert-scale question and seven open-ended questions addressing areas such as participation motivation, staff communication, time efficiency, and areas for improvement. Participants ranged in age from 18 to 87 years, with a mean age of 54 and a median age of 58. Common motivations for participation included personal health benefits and access to healthcare advancements, and all participants reported positive interactions with staff. Dissatisfactions primarily arose from long waits and complex study procedures. This study highlights the importance of real-time feedback as a low-cost, high-impact strategy for identifying inefficiencies and strengthening trust in a responsive research environment. These findings have broad applicability for designing participant-centered protocols across many clinical sites.
- [Cartoon-Printed Uniforms: A Strategy to Ease Pediatric Hospital Anxiety](https://theberylinstitute.org/product/cartoon-printed-uniforms-a-strategy-to-ease-pediatric-hospital-anxiety/): This quasi-experimental study evaluated the effectiveness of cartoon-printed nurse uniforms in reducing anxiety among hospitalized children aged 3–12 years. Conducted at a tertiary care hospital in Maharashtra, India, the study included 100 participants (50 intervention, 50 control) who received care from nurses wearing either cartoon-printed uniforms or traditional clinical attire. Anxiety was assessed at baseline and on hospital days 2, 3, and 4 using validated age-appropriate scales: the modified Faces Anxiety Scale (ages 3–6) and the STAI-C short form (ages 7–12). Mixed-effects repeated-measures ANOVA demonstrated a significant group × time interaction (F(3,294) = 42.67, p < .001, partial η² = .304). Children cared for by nurses in cartoon uniforms showed a 48.8% reduction in anxiety compared to 14.7% in controls. Between-group effect sizes increased progressively across days (d = 0.87 to 2.13), indicating cumulative benefit rather than transient novelty. Clinically meaningful improvement (≥30% reduction) was achieved by 76% of intervention participants versus 24% of controls (NNT = 1.92). Staff acceptability was high (95%). Findings indicate that cartoon-printed uniforms are a simple, low-cost, high-impact environmental intervention that significantly enhances pediatric patient experience. Their strong clinical utility, ease of implementation, and alignment with child-centered care principles support adoption across pediatric healthcare settings.
- [A Study to Assess PROM and PREM of CLD Patients in a Tertiary Care Hospital](https://theberylinstitute.org/product/a-study-to-assess-prom-and-prem-of-cld-patients-in-a-tertiary-care-hospital/): Chronic liver disease (CLD) leads to progressive liver dysfunction, significantly affecting patients quality of life (QOL). Patient-reported outcome measures (PROMs) and patient-reported experience measures (PREMs) are critical in evaluating the health status and care experiences of CLD patients. This study aimed to assess the impact of PROMs and PREMs in CLD patients undergoing endoscopic procedures. A prospective study was conducted in the Gastroenterology and Hepatology Department over three months, involving 245 CLD patients (160 inpatients and 85 outpatients). PROMs were assessed using the Liver-specific PROM (LC PROM), which focused on daily living, symptom management, psychological well-being, and treatment effectiveness. PREMs were evaluated using the CAHO questionnaire, which examined patient experiences with endoscopic procedures, including preparation, communication, comfort, and satisfaction. Data were collected through face-to-face and telephonic interviews. The study population had a mean age of 60.56 years, with a predominance of males (202 males and 43 females). A significant negative correlation was found between QOL and age, with older patients reporting lower QOL. Comorbidities such as hypertension, hepatic encephalopathy, and acute kidney injury were significantly associated with decreased QOL. However, there was no significant correlation between QOL and gender, hepatocellular carcinoma, diabetes, or Child-Pugh classes. PREM scores were not significantly associated with QOL. The study highlights that comorbidities and older age negatively impact QOL in CLD patients. Despite assessing patient experiences through PREMs, no significant relationship was found between care experiences and QOL, emphasizing the need for comprehensive management of comorbid conditions to improve patient outcomes.
- [Validation of a COPD Patient-Reported Experience Measure (PREM-C9) in Ontario, Canada](https://theberylinstitute.org/product/validation-of-a-copd-patient-reported-experience-measure-prem-c9-in-ontario-canada/): Objective: Patient-reported experience measures (PREM) are important tools for evaluating healthcare quality, yet their implementation in chronic obstructive pulmonary disease (COPD) care within Canada remains limited. Our objective was to examine the construct validity of the PREM-C9 instrument in a Canadian context and explore its potential clinical applications beyond measuring patient experience. Methods: A two-phase, prospective, cross-sectional, mixed-methods study was conducted across 41 Best Care COPD sites in Ontario, Canada. In the quantitative phase, confirmatory factor analysis assessed the construct validity of the PREM-C9. In the qualitative phase, focus group interviews with COPD case managers explored implementation experiences and perceived clinical utility. Data collection occurred from November 2023 to February 2024. Results: Confirmatory factor analysis supported the three-factor structure of the PREM-C9 with good internal consistency reliability (McDonald's Omega and Cronbach's alpha). The instrument demonstrated validity in the Canadian context with significant correlation between global healthcare ratings and total PREM scores. Case managers reported favorable perceptions of the assessment and described using patient responses to guide care actions, suggesting potential as a clinical conversation tool beyond its original purpose as an experience measure. Conclusion: The PREM-C9 demonstrates construct validity within Canadian COPD care settings. Our adaptations, including terminology changes reflecting Canadian healthcare context and addition of a global healthcare rating item, enhanced its relevance. Further refinements addressing implementation challenges and scaling presentation could improve usability. The instrument shows promise as both a quality measurement tool and a communication aid that facilitates personalized care planning in integrated COPD management programs.
- [Supporting Families of Children With Craniosynostosis: A Qualitative Exploration of Parental Usage of Online Forums](https://theberylinstitute.org/product/supporting-families-of-children-with-craniosynostosis-a-qualitative-exploration-of-parental-usage-of-online-forums/): Objective: Craniosynostosis is characterised by the early fusion of cranial sutures, resulting in an abnormal head shape. This study examines the psychosocial impact of a child's craniosynostosis diagnosis on families, by analysing online forum discussions. While surgery is often needed to address appearance-related and neuropsychological concerns, parents face challenges navigating their child's diagnosis. Many seek support through online forums, yet research on their experiences remains limited. This study aims to understand parental needs and experiences by analysing forum discussions. Method: Online forums were analysed using reflexive thematic analysis. Significant features of the data were systematically coded and themes reflecting patterns of shared meaning were developed. Results: After applying study criterion, an online discussion board and public social media group were analysed. Seventy-eight threads (78 opening posts + 675 responses), totalling 753 posts were extracted and four themes developed: Emotional Support, Seeking Information to Guide Decision-Making, Challenges of Diagnosing Craniosynostosis, and Navigating Treatment Concerns. Online forums appeared to provide a safe environment for parents to exchange emotional and informational support. Parents used online support to guide their own decision-making, particularly during the diagnosis and treatment of craniosynostosis. Conclusions: This study underscores the critical role of online forums in supporting parents of children with craniosynostosis, offering valuable insights into their psychosocial needs and experiences. By amplifying the voices and experiences shared in these digital spaces, this research contributes to a deeper understanding of how online communities facilitate coping strategies and support networks among families facing craniosynostosis.
- [Leveraging Digital Patient and Family Advisory Councils to Drive Patient Engagement](https://theberylinstitute.org/product/leveraging-digital-patient-and-family-advisory-councils-to-drive-patient-engagement/): Patient and Family Advisory Councils (PFACs) have been integral in enhancing patient care, but their limited reach often excludes underrepresented populations. Digital PFACs present an opportunity to overcome these barriers and engage a broader spectrum of patients and families, fostering more inclusive healthcare decision-making. We implemented a Digital Patient and Family Advisory Council (DPFAC) at HonorHealth, as part of the Patient Centered Outcomes Research Institute (PCORI) capacity building grant. We used the RE-AIM and PRISM frameworks to engage participants through a digital platform. The process began with a needs assessment and was followed by the development of the platform, during which we incorporated patient feedback on its design and functionality. Launched in September 2024, the DPFAC platform has engaged 30,461 participants, with 2,075 responding to a welcome survey. Key insights revealed strong interest in digital health engagement, with 64% expressing willingness to participate in further activities, though barriers like time constraints were prevalent. The DPFAC model proved effective in reaching a broader patient population, improving engagement, and enhancing care feedback loops. The digital platform offers potential for ongoing patient involvement in healthcare decision-making, influencing areas such as patient satisfaction, clinical research, and patient-centered outcomes.
- [Virtual Caregiving and The Evolving Role of Carers and Patients: Virtual Hospital Interview Analysis](https://theberylinstitute.org/product/virtual-caregiving-and-the-evolving-role-of-carers-and-patients-virtual-hospital-interview-analysis/): Virtual hospitals are transforming healthcare by enabling remote monitoring and management of patients, improving accessibility and care continuity. As part of the transformation, there are changes to the roles and responsibilities of patients and their carers as they engage in virtual hospital care. The impact on family caregiving remains underexplored. Guided by Family Systems Theory, this qualitative study investigated how family caregiving roles adapt within a virtual hospital and identified opportunities to further support families. Semi-structured interviews were conducted with patients, carers, and healthcare workers from one model of care, at a metropolitan virtual hospital in New South Wales, Australia. Interviews with 52 participants were analysed thematically using an inductive-deductive approach. Seven key themes emerged: 1/ Evolving roles, role expansion, and autonomy within the family system (e.g. carers becoming ``pseudo-nurses'' and ``technical liaison''), 2/ active communication as a feedback loop, 3/ technology integration and home adaption, 4/ emotional regulation and reassurance, 5/ system strain, uncertainty, and overload, 6/ care escalation and advocacy, and 7/ cultural and relational complexity. Carers were motivated and adaptable. However, blurred roles, inadequate support, and inconsistent communication contributed to stress, overload, and disengagement. The findings highlight how virtual hospitals redefine caregiving, requiring families to take on new responsibilities, technologies, and handle emotional pressures. Applying Family Systems Theory provides insight into how roles evolve under stress and where virtual hospitals can support or strain families. For sustainable virtual care, services must recognise carers as essential partners, ensure inclusive communication, and provide tailored support for families.
- [System-Level Barriers to Patient Engagement with Electronic Medical Records](https://theberylinstitute.org/product/system-level-barriers-to-patient-engagement-with-electronic-medical-records/): Objective: Electronic medical records (EMRs) can support patient-centered care, but system-level barriers often limit how patients engage with EMR systems. This study explored the system-level barriers and enablers to patient engagement with EMRs from the perspectives of healthcare leaders. Methods: Semi-structured interviews were conducted with 20 participants in senior EMR-related roles across healthcare organizations in two Australian states. Data were analyzed using reflexive thematic analysis to identify key system-level influences on patient engagement. Results: Seven themes were identified: 1) EMRs for digital storage, not connection, 2) Privacy rules create challenges to accessing information, 3) Communication barriers when using EMRs, 4) Limited use of EMR features, 5) Physical and workflow barriers reduce EMR accessibility, 6) EMR information is too complex for patients, and 7) Underutilization of patient portals. Conclusion: This study highlights that system issues, not just individual practice, constrain patient engagement with EMRs. Barriers to engagement include clinician-focused EMR design, unclear or restrictive policies, and gaps in infrastructure and training. Addressing these challenges requires a shift to patient-centered EMR design, policy reform, and improved implementation strategies that enable patients to be active participants in their care. Patient or Public Contribution: Patient representatives/consumers were members of the Research Committee and contributed to project governance, development, and review.
- [Patient Satisfaction and Perceived Quality of Care: A Population-Based Cross-Sectional Study of United States Adults](https://theberylinstitute.org/product/patient-satisfaction-and-perceived-quality-of-care-a-population-based-cross-sectional-study-of-united-states-adults/): Patient satisfaction and perceived quality of care are key indicators of health care performance, yet the relative influence of demographic versus communication-related factors remains underexplored. Using data from 7,278 non-institutionalized United States adults in the nationally representative Health Information National Trends Survey, descriptive statistics summarized respondent characteristics and experiences with health care professionals, and survey-weighted multinomial logistic regression identified predictors of perceived health care quality. Respondents generally reported positive experiences, with communication-related factors emerging as the strongest predictors of excellent ratings. Patients who were always included in decisions (OR = 3.44; 95% CI, 1.11-10.69), received clear explanations (OR = 11.24; 95% CI, 1.56-66.63), had sufficient time with health care providers (OR = 11.06; 95% CI, 1.11-14.77), or received support in managing uncertainty (OR = 7.92; 95% CI, 2.90-21.64) had significantly higher odds of rating their care as excellent. Conversely, non-Hispanic Black respondents (OR = 0.37; 95% CI, 0.20-0.68) and those with lower educational attainment (OR = 0.28; 95% CI, 0.12-0.65) were less likely to provide excellent ratings. Relational aspects of care, including addressing emotions and fostering shared decision-making, were delivered less consistently, highlighting important areas for improvement. These findings suggest that technical competence and access alone are insufficient for patients to perceive care as excellent; rather, patient-centered communication, empathy, and shared decision-making are needed to enhancing satisfaction, building trust, and promoting equity in health care. Strengthening these relational dimensions may help reduce disparities and improve the overall patient experience.
- [Exploring Patient Satisfaction: Descriptive and Predictive Insights from HCAHPS Surveys in U.S. Hospitals](https://theberylinstitute.org/product/exploring-patient-satisfaction-descriptive-and-predictive-insights-from-hcahps-surveys-in-u-s-hospitals/): This study analyzes patient experience data from the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) surveys across three time periods: 2020–21, 2021–22, and 2022–23. Utilizing both descriptive and predictive analytics, we examined ten key variables related to patient communication, hospital environment, discharge information, and overall hospital ratings. Descriptive analytics using longitudinal data analysis revealed that while patient experience metrics were strong in 2020–21, a significant downturn was observed in 2021–22, followed by a marked recovery in 2022–23. These results suggest that while COVID-19 pandemic negatively impacted patient satisfaction metrics in 2021–22, the emerging evidence suggests U.S. healthcare system has shown signs of recovery since 2022–23. In terms of predictive analytics, multiple regression analysis found that patient communication, the quality of the hospital environment, and discharge and transition care are significant predictors of overall hospital ratings. Two models were evaluated: one focusing on predictors related to discharge & transition care and hospital environment, and the other emphasizing on predictors related to discharge & transition care and patient communication. Results indicated that all the predictor variables significantly contribute to Hospital rating, particularly the predictor concerning discharge & transition care. These findings highlight the critical role of improvements in discharge & transition care, effective communication, and a responsive hospital environment in shaping patient experiences. The results offer actionable insights for healthcare stakeholders aiming to improve care quality, particularly in the context of post-pandemic recovery.
- [Investigating the Effectiveness of Different Modalities in Interprofessional Training](https://theberylinstitute.org/product/investigating-the-effectiveness-of-different-modalities-in-interprofessional-training/): Background: Interprofessional education (IPE) highlights the importance of values and ethics, teamwork, communication, and roles and responsibilities for healthcare professionals. Different modalities have been used to teach these skills. The most effective teaching modality must be determined to enhance the collaborative learning experience. Purpose: This study evaluated the changes in student perceptions on each interprofessional competency with respect to the teaching modality. Two groups were evaluated for this study. One was taught using a hybrid curriculum and the other in-person. Methods: This study utilized the Students' Perceptions of Interprofessional Clinical Education (SPICE-R2) survey to determine the changes in student perceptions. Students were asked to rate their experience using an open-ended feedback form. Results: The results show that student perceptions significantly improved regarding teamwork, understanding roles and responsibilities of other health care professionals, improving patient outcomes, and overall collaborative practice for the in-person group. Anonymous feedback forms showed that students preferred in-person training, but hybrid training also met the goal of IPE competencies. Conclusions: Overall, comparison of SPICE-R2 scores found that in-person training to be more effective in changing students' perceptions on IPE. Yet, qualitative themes that emerged from anonymous feedback forms showed that IPE competencies were still learned in the hybrid format. To teach IPE competencies, hybrid models can be used as a supportive method to teach the curriculum. However, the greatest change can be seen, once more in-person activities are included in the training.
- [Do Allied Health Professionals’ Workplace Experiences Affect Their Decisions to Stay? A Quantitative Investigation Into the Relationship Between Wellness and Employee Retention in United States Hospitals](https://theberylinstitute.org/product/do-allied-health-professionals-workplace-experiences-affect-their-decisions-to-stay-a-quantitative-investigation-into-the-relationship-between-wellness-and-employee-retention-in-united-states-hospi/): Allied Health Professionals (AHPs) are university-trained practitioners with specialized skills essential for preventing, diagnosing, and treating health conditions. AHPs play a vital role in comprehensive healthcare, including hospitals, where they comprise a significant portion of the workforce and recurrent health expenditures. However, AHPs experience considerable burnout and emotional distress, negatively impacting retention. This issue worsens workforce shortages and limits access to care, which jeopardizes patient safety. This national, cross-sectional, quantitative study examined the relationship between AHPs' wellness dimensions (physical, emotional, mental, social, and spiritual) and AHPs' retention in United States hospitals. A self-developed survey instrument included 10 demographic and 25 10-point Likert-scale questions; and was validated by both researchers' independent and collaborative reviews, four subject matter experts' reviews, four cognitive interviewees' reviews, and a pilot study. The final sample (n = 155) was comprised of cardiovascular perfusionists, medical laboratory scientists, and physician associates. Demographic and quantitative data were analyzed using Minitab. Notably, several key independent variable indicators (Workdays Meal Plans, WDMP; Mental Health and Supportive Work Environment, MHSWE; and Mental Wellness and Flexibility in Work Hours, MWFWH) were positively correlated with the dependent variable indicators (job satisfaction, work-life balance, and managerial support). Three main findings emerged: (1) WDMP significantly predicts job satisfaction and work-life balance, (2) MHSWE predicts leadership styles and supportive culture, and (3) MWFWH predicts job satisfaction and managerial support. These findings may provide healthcare policymakers and health administrators with the important insights that guide their development of tailored wellness programs to enhance AHPs' workplace experiences thus improve patient experiences.
- [Nursing Staff Attitude Towards Nurse-Physician Collaboration in the Neonatal Intensive Care Unit in Al Ahsa City, Saudi Arabia](https://theberylinstitute.org/product/nursing-staff-attitude-towards-nurse-physician-collaboration-in-the-neonatal-intensive-care-unit-in-al-ahsa-city-saudi-arabia/): Objective: Effective nurse-physician collaboration is fundamental to ensuring quality healthcare delivery, particularly in Neonatal Intensive Care Units (NICUs), where patient outcomes rely heavily on coordinated teamwork. This study aimed to assess nursing staff attitudes toward nurse-physician collaboration in NICUs, examine the influence of demographic and professional characteristics, and provide evidence-based recommendations to strengthen interprofessional collaboration. Methods: A quantitative, non-experimental, cross-sectional survey was conducted from April to June 2024 in the NICU of Maternity and Children's Hospital, Al Ahsa, Saudi Arabia. A total of 180 nurses with at least one year of NICU experience participated. Data were collected using the Jefferson Scale of Attitudes toward Physician-Nurse Collaboration (JSAPNC), available in English and Arabic. Descriptive statistics summarized demographic and professional characteristics, while Mann–Whitney U and Kruskal–Wallis H tests assessed differences in attitudes by gender, age, education, and experience. Results: The majority of participants were female (93.8%), aged 30–39 years (50%), and held a bachelor's degree (69.4%). Nurses reported moderate perceptions of collaboration (M = 1.98, SD = 0.81). Nonparametric tests revealed no significant associations between demographic variables and overall attitudes toward collaboration (p > .05), although a significant difference was observed across age groups in the Physician Authority dimension (p = .009). Conclusions: Nurses showed moderate knowledge and strong technical skills but gaps in holistic care. Targeted training is essential to improve competencies, patient outcomes, and the overall patient experience in acute asthma management.
- [Factors Influencing Patient Satisfaction in Health Services: A Cross-Sectional Study in the Holy City of Najaf](https://theberylinstitute.org/product/factors-influencing-patient-satisfaction-in-health-services-a-cross-sectional-study-in-the-holy-city-of-najaf/): The healthcare system in the city of Najaf works to improve the quality of services provided to patients. Since patient satisfaction serves as a key measure of service quality, this study was designed to identify the potential factors that influence satisfaction within these facilities. cross-sectional study was conducted for 300 patients using public healthcare services in Najaf. the selection of patients based on the stratified random sampling across hospitals and primary health centers. Data were collected using a 24-item structured questionnaire that measured four domains: accessibility, staff attitude, service quality, and physical environment, rated on a four-point Likert scale. The study results showed that hospitals score the highest satisfaction compared to primary healthcare centers (χ 2 = 8.74, p = 0.033). Regression analysis also revealed that the most significant factors affecting patient satisfaction were time to reach the healthcare facility (OR = 0.54, p = 0.015), frequency of visits (OR = 1.79, p = 0.012), and the type of healthcare facility (OR = 2.06, p = 0.013). The staff attitude and professionalism represent the highest rating of satisfaction (Mean = 3.34 ± 0.41), while the physical environment and cleanliness indicate the lowest level of satisfaction (Mean = 2.89 ± 0.52).We conclude from these results the need to identify structural gaps in primary healthcare environments, in addition to improving the infrastructure of health institutions and providing greater support for services provided to the patient to enhance the patient experience and satisfaction with the health services provided.
- [Multilevel Factors Shaping the Patient Experience with Health Services in Torbat Heydarieh, Iran](https://theberylinstitute.org/product/multilevel-factors-shaping-the-patient-experience-with-health-services-in-torbat-heydarieh-iran/): Background: One of the main aims of public health is to ensure that health services are used and available. However, access alone does not guarantee a positive patient experience, which is critical to achieving optimal health outcomes and ensuring health equity. Aims: The objective of this study is to analyse in a comprehensive way the multiple factors influencing the patient experience and subsequent use of healthcare services by households in Torbat Heydarieh, Iran, by examining the independent and interactive contributions of individual, household and environmental (community) determinants using THUMS data. Methods: This analytical study, which covered a 1-year period, looked at data from December 2022 to December 2023 for all sites in the area of university services. Researchers used a stratified sampling methodology of multiple stratification of clusters for the selection of 580 affected households. 580 households were interviewed in person and through structured questionnaires. The data were analysed by the researchers using the statistical software STATA 16. Results: The average lifespan of the household heads was 48.5 years (± 12.3). A multilevel regression analysis showed that individual variables such as education (OR = 3.10) and health literacy (OR = 2.43) strongly predicted the use of services. Crucially, environmental factors that directly influence patients' experiences, such as greater distance to healthcare services (Far vs. Near; OR = 0.75, 95% CI: 0.45–0.94), the presence of a reliable means of transportation (Yes vs. No; 95 % CI: 1.25–2.85; OR = 1.89), were significantly associated with uptake (High vs. Low; 95 % CI: 0.68–0.95, OR = 0.80), were substantially linked to utilization. Individuals visited a doctor on average 2.5 times a year (95 % confidence interval: 2.1–2.9). Thirty-two percent of respondents reported having been hospitalized at least once in the last year (95% CI: 29–36). Patient satisfaction data showed high satisfaction with staff courtesy (87.1%), but significant dissatisfaction with affordability (42.6%) and accessibility (44.8%) of services, indicating critical issues in patient care. According to 43% of survey participants, healthcare is reasonably priced. The university's service system's predetermined health care facilities were the ones taken into account when calculating utilization. Conclusion: The study shows that in addition to individual factors, key patient experience factors such as geographical distance, transportation and deprivation play a significant and independent role in shaping healthcare engagement in Torbat Heydarieh. These findings highlight that improving the patient experience requires comprehensive interventions that address not only individual capabilities, but also underlying community-level barriers to access and affordability.
- [Patient Experience (PX) in Low- and Middle-Income Countries (LMICs): A Scoping Review](https://theberylinstitute.org/product/patient-experience-px-in-low-and-middle-income-countries-lmics-a-scoping-review/): Patient Experience (PX) is a growing subject in the healthcare industry due to its association with improved clinical outcomes, patient safety, and business motives. While PX is well studied in high income countries, little is known about the state of PX in Low and Middle-income countries (LMICs). Objective: The study aims to examine literature on PX and related concepts in LMICs. Methods: This study executes a PRISMA literature review of academic databases (Ovid Medline, CINAHL, EMBASE and Google Scholar) as well as hand searching of PX related websites from 2005 to 2024. Results: 67 references met search criteria. Four themes are identified that are compassionate care, healthcare providers, healthcare administration and health policy and technology. The themes cover fifteen categories that are communication, interpersonal skills, emotional support, nursing care, medical care, culturally sensitive policies, patient engagement, listening to patients' needs and preferences, leadership support, hospital environment and processes, financial burden, patient rights, quality of care, training, AI and big data management. Conclusion: The exploration of PX in LMICs is growing with contributions from across the globe. Studies have primarily replicated the findings of high-income countries. One theme, culturally sensitive policies, was more pronounced in LMICs and can inform PX in high-income countries. However, most studies were conducted in large cities and economic capitals rather than in rural areas, leading to geographic discrepancies in the body of knowledge. The effect of culture on PX has been demonstrated across contexts, but more research is needed to understand and enhance PX globally.
- [Utilization of Visual Metaphors for Improving Health Literacy](https://theberylinstitute.org/product/utilization-of-visual-metaphors-for-improving-health-literacy/): Health education is practiced in patient encounters via verbal communication and educational pamphlets. However, these techniques are faulty and do not provide true patient comprehension of their conditions and treatments reform is necessary to prevent the mortality and hospitalization rates that are linked to poor health literacy. Visual aids and metaphors are individually known to be powerful educational tools. A student organization at Stony Brook University, Artists in Medicine, has sought to synergize these tools to create visual metaphors artwork that links everyday concepts to patient illnesses to facilitate comprehension of this information. For example, one project “Aortic Dissections” depicts the aorta as a muti-walled garden hose. Usage over time leads crack development in the wall (akin to loss of integrity of vascular layers with aging), accumulating fluid between the walls of the hose. Eventually, this hose bursts, like an aortic dissection rupturing and leading to patient mortality. Rather than merely showing a cardiac schematic to patients to explain the pathophysiology of aortic dissections, utilizing commonplace concepts like garden hoses to create metaphors of biological processes will help patients truly comprehend their medical diseases and treatments. The goal of this initiative is to introduce the concept of creating ready-made visual metaphors to be used by healthcare providers during patient encounters so that patients can achieve active roles in their healthcare after better understanding their symptoms and diagnoses. To achieve this goal, we review the status of health literacy education and propose reforms in the form of visual metaphors.
- [Patient Engagement in Developing Radiology Patient Education Materials](https://theberylinstitute.org/product/patient-engagement-in-developing-radiology-patient-education-materials/): Purpose: This initiative aimed to engage patients in the process of developing patient education materials (PEM) on the major imaging modalities at our institution. Materials and Methods: PEM were created for computed tomography (CT), magnetic resonance imaging (MRI), ultrasound (US), fluoroscopy, and radiography. Content was sourced from various sources, consolidated into a draft, and iteratively updated: They were simplified using a ChatGPT-4.0 prompt designed to achieve a 7th grade reading level; they were reviewed for accuracy by subject matter experts (SME); they were assessed for readability and understandability using the Flesch-Kincaid Grade Level (FKGL) and the Patient Education Materials Assessment Tool (PEMAT-P). Visual aids were created using Adobe InDesign. Final materials were adapted to match our organization's branding and lastly uploaded toa digital library for patient access. Results: Patients were engaged through adaptation of the PEMAT-P tool, so we could collect ratings and feedback from patient and family advisor (PFA) volunteers. All five PEM achieved FKGL scores within the AMA and NIH guidelines after revision (5.8–6.3). Mean PEMAT-P understandability scores exceeded the 70% threshold for both faculty reviewers (97%) and PFAs (95%). Conclusion: This initiative provides an efficient, scalable model for creating standardized, radiology PEM in a process that engages patients as stakeholders. Our approach is adaptable to other imaging modalities, procedures, and languages, supporting improved health literacy, patient engagement, and patient-centered care.
- [Improving Human Experience in Health Care: Leveraging “Humanistic Learning Health Systems” to Accelerate Change at Scale](https://theberylinstitute.org/product/improving-human-experience-in-health-care-leveraging-humanistic-learning-health-systems-to-accelerate-change-at-scale/): Included in a special segment in this issue of the Patient Experience Journal, are a series of reports on improving HX in healthcare supported by a humanistic LHS– the Dartmouth Promise Partnership Coproduction Learning Health System in New Hampshire, USA. Promise is a strategic partnership between a medical school and a multi-center rural academic health system. It integrates translational science education and research, data informatics, and scaled and networked humanistic applied change initiatives. One of these initiatives is the Care Experience Collaborative, a multi-center improvement initiative across the health system focused on improving HX. This special segment includes five reports about work in the Promise Care Experience Collaborative, including: (1) medical interpreter and translation services utilization; (2) improvement coaching for experience based improvement; (3) patient relations redesign; (4) Patient and Family Advisory Councils (PFACs); and (5) peer-to-peer coaching.
- [From Talking the Talk to Walking the Walk: Reflection on Dartmouth Health’s Care Experience Week](https://theberylinstitute.org/product/from-talking-the-talk-to-walking-the-walk-reflection-on-dartmouth-healths-care-experience-week/): This article explores the participation of expert members from the Beryl Institute's Global Patient and Family Advisory Board (GPFAB) during Dartmouth Health's Care Experience Week, under the theme ``From Talking the Talk to Walking the Walk.'' This week aligns with the national Patient Experience Week. The Patient Family Advisor (PFA) presenters and authors of this article have shared their lived experience locally, nationally, and internationally through conferences, webinars, podcasts, videos, blogs, white papers, journal articles, books, and in many other ways for and as PFA members of a multitude of healthcare organizations co-create change that improves outcomes for all human beings. During this event, they emphasized the applications of co-design and coproduction in healthcare, not as theoretical ideals but as embedded operational practices. Drawing on powerful storytelling, structured sessions, and hands-on collaboration between leadership, staff, and patients, families, and care partners, the week advanced a model of human-centered care rooted in action. This article reflects on the insights gained, both affirming and challenging, and it offers practical pathways for embedding patient voice and lived experience at every level of the health system from the boardroom to the valet stand. In doing so, it underscores how the power of purposeful storytelling, inclusive patient and family advisory councils, and systemic co-design and coproduction can lead to real transformation in the patient and human experience.
- [“We’ll be Right With You”, Improving Patient Experience With Complaint Management within a Learning Health System Collaborative](https://theberylinstitute.org/product/well-be-right-with-you-improving-patient-experience-with-complaint-management-within-a-learning-health-system-collaborative/): An improvement team at Cheshire Medical-Dartmouth Health participated in the Care Experience Collaborative aimed at enhancing the patient and workforce experience. Utilizing a hybrid Lean Six Sigma DMAIC approach alongside modified Institute for Healthcare Improvement learning techniques, local teams were coached by quality improvement specialists. The project's focus was on improving the complaint management process to boost hospital ratings and recommendations. Initial assessments revealed significant inefficiencies, such as delays in response times and poor tracking of complaint resolutions. Implementing a new digital monitoring system in conjunction with standardized training resulted in substantial improvements: complaint resolution times decreased by 53%, while process efficiency increased from 1.8% to 4.5%. limitations exist in terms of generalizability to other systems or organizations, as well causal inference versus mere correlation of the findings. The initiative emphasized the importance of real-time feedback, clear ownership, and robust engagement from staff and leaders. Notably, transitioning the closure of complaints to department leaders directly enhanced patient trust and satisfaction. This project illustrates the critical role of effective complaint management in improving overall patient experience and organizational performance. This initiative, supported by strategic partnerships and formal training, underscores the value of addressing patient relations through systematic improvement methods to ultimately drive better healthcare outcomes and experiences.
- [Documentation and Dashboard Driven Quality and Safety Improvement in Interpreter Services for Limited English Proficient Patients](https://theberylinstitute.org/product/documentation-and-dashboard-driven-quality-and-safety-improvement-in-interpreter-services-for-limited-english-proficient-patients/): Limited English Proficiency is known as an independent driver of disparities in patient's access to healthcare and their healthcare outcomes. The Joint Commission standards require that health systems document language services delivery to patients with limited English proficiency in a systematic way. Our health system had not historically utilized a methodical system for documenting language services utilization prior to the launch of this initiative. By utilizing a Lean Six Sigma approach, a project team comprised of leaders from interpreter services, operations, data analytics, and data informatics codesigned an Epic SmartForm data collection instrument and series of Tableau dashboards to monitor and track language services delivery across ambulatory encounters within a rural, academic health system. The creation of a standardized system of documentation for language services delivery has enabled the health system to better assess the need for future improvement work focused on language services delivery for LEP patients.
- [A Hybrid Coaching Model in a Multi-Center Networked Care Experience Learning Collaborative](https://theberylinstitute.org/product/a-hybrid-coaching-model-in-a-multi-center-networked-care-experience-learning-collaborative/): Coaching teams and leaders conducting quality improvement (QI) has shown to be an effective method for project success. Our coaches were well versed in Lean Six Sigma and IHI Model for Improvement methods. Certified Lean Six Sigma Blackbelts coaches were assigned to project teams. Routine participation in project team meetings and one-on-one coaching sessions reenforced tools necessary to complete improvement work. Additionally, coaches met with one another to discuss their methods, work through challenges, and celebrate successes. Fourteen improvement teams led work in Care Experience related projects. Eleven project leaders certified in Lean Six Sigma methodology through the Value Institute Learning Center at Dartmouth Health (DH). One coach enhanced their knowledge in improvement science in healthcare, focusing on the Institute for Healthcare Improvement (IHI) model. Improvement capability increased over the duration of the collaborative. Project leader coaching enhanced team performance, regardless of improvement methodology used. The Promise Partnership Care Experience Learning Collaborative was launched in 2023 as a tactic to address the health system-wide strategic goal of improving Care Experience at Dartmouth Health (DH) at scale. We were interested in learning if we could support improvement capability, at scale, in a resource constrained environment supporting a relatively novice community of improvers in a networked effort to improve care experience. Rather than hold onto the idea of methodological supremacy of any one approach, we encouraged an eclectic approach in which we viewed improvement methodologies as languages, and using different words and tools to support the same standard improvement processes.
- [Enhancing Provider Engagement through Peer-to-Peer Coaching: The Provider Ambassador Program](https://theberylinstitute.org/product/enhancing-provider-engagement-through-peer-to-peer-coaching-the-provider-ambassador-program/): Provider burnout and disengagement are associated with diminished patient satisfaction, reduced clinical quality, and adverse organizational outcomes. Peer-to-peer coaching has emerged as a promising, scalable intervention to support provider engagement and improve the patient care experience. This study evaluates the effectiveness of the Provider Ambassador Program, a structured peer-to-peer coaching initiative designed to improve patient satisfaction by enhancing provider communication, professional behavior, and patient engagement skills. A pre-post quasi-experimental design was used to assess changes in provider CG-CAHPS ``Provider Overall'' top-box scores following coaching. Eligible providers (n = 83) across five BLANK Health locations were identified based on top-box scores below the 75th percentile. After accounting for attrition, 70 providers remained eligible. Of these, 26 (37%) received at least one structured coaching session. A matched control group of similarly underperforming but uncoached providers (n = 16) was included for comparison. Among all 26 coached providers, top-box scores increased by a mean of 8.8 percentage points (P < .05), while the control group experienced a slight decline (mean change: -0.7 percentage points; P < .05 between groups). These results demonstrate that structured, peer-delivered coaching significantly improves patient-reported satisfaction among low-performing providers, supporting the Provider Ambassador Program as a replicable, high-value model for improving both patient experience and provider engagement in ambulatory care settings.
- [Narration of Care Framework to Strengthen Nurse Communication](https://theberylinstitute.org/product/narration-of-care-framework-to-strengthen-nurse-communication/): A system-wide initiative at Houston Methodist introduced a “Narration of Care” framework to strengthen how nurses communicate with patients in real time, reducing uncertainty, easing anxiety, and improving understanding at the bedside. Grounded in patient feedback and HCAHPS data, applying the RECAP model of communication led to measurable gains in patient experience scores, stronger staff engagement, and more consistent, empathetic interactions across eight hospitals.
- [From Patient to Nurse Leader: How a Childhood Hospital Stay Shaped a Career](https://theberylinstitute.org/product/from-patient-to-nurse-leader-how-a-childhood-hospitalization-shaped-a-career/): In this episode, Jason Wolf sits down with Jerry Mansfield, Vice President and System Chief Nursing Officer at University of Texas Medical Branch, who shares how a simple yet powerful bedside interaction during his childhood hospitalization shaped his path into nursing and leadership. Through that early experience and moment as a patient, he reflects on the enduring impact of clear communication, presence, and human connection in care. His story is a compelling reminder that the smallest acts can shape not only outcomes, but entire careers and lifelong perspectives on healthcare.
- [PX Pulse: Identity and Immigration Status in Healthcare Experience](https://theberylinstitute.org/product/px-pulse-identity-and-immigration-status-in-healthcare-experience/): The latest PX Pulse reminds us that experience is deeply personal. With nearly 40% of respondents saying identity impacts their care and more than one-third pointing to immigration status as a barrier, the findings call for greater attention to trust, access, and how we meet people where they are.
- [Monthly Member Meet-up (July 2026)](https://theberylinstitute.org/product/monthly-member-meet-up-july-2026/): 9:00 AM PT / 12:00 PM ET / 5:00 PM London - Join us for an informal member networking meet-up designed for open conversation and connection. With no formal agenda, this session is simply a space to show up with questions, engage with peers, and exchange ideas with fellow members and our membership team. All are welcome - new and longtime members alike.
- [Transforming the Inpatient Hold Experience Through Partnership](https://theberylinstitute.org/product/transforming-the-inpatient-hold-experience-through-partnership/): Non-members can purchase webinars at a cost of $49 each.
- [PX Champions: Providing Exceptional Experiences by Building Culture & Growing Leaders](https://theberylinstitute.org/product/px-champions-providing-exceptional-experiences-by-building-culture-growing-leaders/): At BJC Medical Group, our PX Champions program is an extension of our small team, enabling us to more effectively impact the more than 200 practices we support through virtual meetings and team activities. We ended 2025 by working towards creating exceptional experiences for patients and building a strong, positive culture in all clinics. We started 2026 focusing on developing our Champions’ leadership skills, allowing them to more effectively lead efforts in their practices. Our methods and the team activities for each topic are discussed below.
- [Coming Home to Patient Experience](https://theberylinstitute.org/product/coming-home-to-patient-experience/): Some people discover their purpose by accident, but others feel it long before they can name it. I grew up caring for my grandparents, never realizing those small moments of compassion would shape my entire career. Years later, after accompanying loved ones through their own cancer journeys, I walked into MD Anderson1 and instantly knew I had found where I belonged. Patient experience wasn’t just a job; it was home.
- [The Sum of All Interactions: Advancing Human Experience through an Integrated Ecosystem](https://theberylinstitute.org/product/the-sum-of-all-interactions-advancing-human-experience-through-an-integrated-ecosystem/): Healthcare experience is not owned by one role or team—it’s an ecosystem. The Sum of All Interactions: Advancing Human Experience through an Integrated Ecosystem shows how organizations can move beyond silos by aligning efforts, embedding experience into strategy, and adapting to real-world complexity—driving stronger outcomes, trust, and workforce engagement through intentional integration.
- [Where Do We Go From Here? Improving Hospital Wayfinding to Reduce Stress and Improve Care](https://theberylinstitute.org/product/where-do-we-go-from-here-improving-hospital-wayfinding-to-reduce-stress-and-improve-care/): 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. Attendees will learn core principles of effective wayfinding design and apply a practical framework to assess current challenges and identify opportunities for improvement within their own organizations.
- [Amplifying Youth Voices: The Importance of Direct Pediatric Patient Feedback](https://theberylinstitute.org/product/amplifying-youth-voices-the-importance-of-direct-pediatric-patient-feedback/): The collection of experiential survey data is a practice all too familiar in Patient and Family Experience (PFX). Surveys allow institutions to collect large amounts of quantifiable data through resource-lite methods, illuminating strengths and opportunities that improve the quality of care. Who does the reporting, then, matters greatly for the story that data tells. For pediatric institutions, the who often refers to parents, who play a vital role in caring for pediatric patients, but where does this leave the patient voice?  
- [Beyond Attestation: Understanding CMS Patient Safety Structural Measures](https://theberylinstitute.org/product/beyond-attestation-understanding-cms-patient-safety-structural-measures/): This session provides an overview of CMS Patient Safety Structural Measures with a focused look at Domain #5: Patient, Family, and Care Partner Engagement. Participants will explore the intent behind the measures, what meaningful implementation looks like beyond attestation, and why patient and family engagement is foundational to patient safety, quality, and trust.
- [The Impact of Community Characteristics on Patient Experience](https://theberylinstitute.org/product/the-impact-of-community-characteristics-on-patient-experience/): When individuals visit a hospital, either for their own or their loved one’s care, their expectations are based on the composite experience of their lifestyles, cultures, and background. Whether their goal is for their health to be fully restored or to maintain their quality of life, these experiences influence their healthcare continuum throughout their lifespan.
- [Reigniting Frontline Culture Through Service Behaviors](https://theberylinstitute.org/product/reigniting-frontline-culture-through-service-behaviors/): Discover a proven framework for building a positive, patient-centered culture through standardized service behaviors. This webinar offers interactive strategies - role play, video modeling, and recognition planning - to engage teams in consistency and compassion. Join this webinar to learn how this approach boosted patient experience ratings and courtesy scores while strengthening leadership and team alignment.

## Marketplace
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## Community Profile
- [ABM Healthecare Support Services](https://theberylinstitute.org/communityprofile/abm-healthecare-support-services/)
- [AdventHealth](https://theberylinstitute.org/communityprofile/adventhealth/)
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