2pm ET / 1pm CT / 12pm MT / 11am PT – This webinar focuses on the correlation and impact of a strong positive first impression on the overall experience of patients, families and support persons in the ambulatory care/surgery environment. Creating a streamlined engagement from the first phone contact to check-in to ongoing communication
By Cathy Mixon Patient Relations Liaison M Health Fairview On behalf of the Lost Belongings Workgroup of the Patient Advocacy Community This PX blog is the second in a series that builds on the content from “Where Are My Things? Best Practices for Safeguarding Patient Belongings in Hospitals,” a handbook for those managing patient belongings
Discover how patient feedback at UNC Hospitals led to a comprehensive overhaul of gluten-free food safety protocols. This initiative targeted cross-contamination by establishing dedicated preparation areas for gluten-free items and enhancing staff training on allergy management. Beyond improving safety and expanding menu options, this project fostered stronger cross-functional collaboration and demonstrated a deeper organizational commitment
12pm ET / 11am CT / 10am MT / 9am PT – Join The Beryl Institute community for an opportunity to connect with your peers and discuss popular topics from PX Connect community threads and website searches. Breakout discussion groups will provide space for you to share your challenges, celebrate your successes, and discover what
Elevating a great medical experience to a great patient experience means focusing on creating a great human experience. And that requires hospitality—not just in physical environments, but also in personal connections and experiences that help people feel seen and heard. Incorporating the principles of hospitality into patient care impacts the experience of patients, families, and
1pm ET / 12pm CT / 11am MT / 10am PT – The Lost Belongings Workgroup is a meeting space for those interested in conversations and solution generation with patient advocates working to improve lost belongings policies and practices. The Patient Advocate Community has recognized a need for better processes and policies to shepherd personal
By Gabriel Bolivar, Maui Health and Hope Ursy, Wellstar MCG Health On behalf of the Lost Belongings Workgroup of the Patient Advocacy Community This PX blog is the first of a series to build on the content from “Where Are My Things? Best Practices for Safeguarding Patient Belongings in Hospitals,” a handbook for those managing
Being a pediatric patient in healthcare can be filled with misconceptions, anxiety, and distress. The adverse childhood experiences that may occur not only impact the pediatric healthcare experience but coping with healthcare experiences well into adulthood. This webinar will discuss adverse childhood experience implications on pediatric and adult coping, long term care, and overall patient
Incorporating patient-centered and participatory design into healthcare environments is a key strategy for creating spaces that are both supportive and functional. Engaging patients and their families in the design process ensures that these environments meet their specific needs and preferences, ultimately leading to better patient outcomes and experiences. This report shares the essential elements related
Julian Manriquez, Supervisor for Hospitality Services at City of Hope, discusses how his 110-acre campus strives to provide visitors with a five-star transportation and wayfinding experience through a unique Ambassador program. Listen in as he describes the critical roles of innovation and evolution throughout the program’s beginnings, survival during the COVID-19 pandemic, current operations, and
A Commitment to Human Experience in Essential Hospitals highlights the innovative practices of essential hospitals in enhancing the human experience in healthcare. These safety-net hospitals are crucial for providing care to underserved and marginalized communities, addressing complex medical needs and significant socio-economic challenges. Despite facing financial constraints and staff shortages, essential hospitals excel in creating
1pm ET / 12pm CT / 11am MT / 10am PT – The Lost Belongings Workgroup is a meeting space for those interested in conversations and solution generation with patient advocates working to improve lost belongings policies and practices. The Patient Advocate Community has recognized a need for better processes and policies to shepherd personal
Amy Kwiatkowski, Director of Community Experience, sits down to speak with Cheryl Call, Director of Volunteers and Language Services at Utah Valley Regional Medical Center, whose career in volunteer services in healthcare has spanned over two decades. Listen in as Call emphasizes the importance of volunteer engagement in enhancing the patient experience, discusses effective strategies
If diversity of your PFACs is a top strategic priority for your hospital, then this learning bite is for you. North York General Hospital shares how it built a recruitment campaign around three actions that led to hiring 14 new advisors from underrepresented communities. With enhanced diversity in their PFACs, the hospital can now better
Improving the patient experience has always been a primary reason for volunteers to serve in healthcare settings. Working in partnership with PX can and should be seamless since we share the same end goal. The collaboration between PX and Volunteer Engagement can often lead to solutions for patients and families when challenges arise. Special Interest
1pm ET / 12pm CT / 11am MT / 10am PT – The Lost Belongings Workgroup is a meeting space for those interested in conversations and solution generation with patient advocates working to improve lost belongings policies and practices. The Patient Advocate Community has recognized a need for better processes and policies to shepherd personal
Does your organization struggle with managing patient belongings? If so, join us for “Where are my things?”, an introduction to our latest publication highlighting best practices for safeguarding patient valuables and essential items in hospitals. This tutorial will provide you with a collection of tips and proven methods to apply in your organization to address
1pm ET / 12pm CT / 11am MT / 10am PT – The Lost Belongings Workgroup is a meeting space for those interested in conversations and solution generation with patient advocates working to improve lost belongings policies and practices. The Patient Advocate Community has recognized a need for better processes and policies to shepherd personal
By Liz Newton Identified lived experience roles are increasingly being established by health organisations outside of the traditional mental health service and peer worker context. These are often quality improvement, innovation, or research organisations with a health focus, and the lived experience role is tasked with being a “voice of systemic advocacy” while also building
Managing patient belongings is a challenge for almost all hospitals. Losing a patient’s belongings has a financial impact on the institution and an emotional impact on patients and families. “Where are my things?” shares a collection of best practices for managing personal belongings in hospitals and transforming the human experience in healthcare.
So much of healthcare journeys focus on precise treatment protocol to address a medical issue, and clinical experiences are oftentimes the only area of interest. But what happens when you prioritize non-clinical experiences within a hospital setting? This is what St. Jude Children’s Research Hospital set out to do when developing Family Commons, a new
1pm ET / 12pm CT / 11am MT / 10am PT – How are experience efforts structured within your organization? What works well and what lessons have you learned throughout your experience journeys? Join The Beryl Institute community for an opportunity to connect with your peers and discuss big questions in healthcare centered around the
1pm ET / 12pm CT / 11am MT / 10am PT –The Lost Belongings Workgroup is a meeting space for those interested in conversations and solution generation with patient advocates working to improve lost belongings policies and practices.
As healthcare healers, we touch many lives. Many of our patients and their families are thankful for this and reach out to share gratitude in many ways. They send notes, fill out focused recognition cards, respond to mailed surveys or utilize our Sutter Health new online feedback form. Often in healthcare we think of our
On the Road with VA Boston Healthcare System – November 2023 by Amy Kwiatkowski In August, our “On the Road” series took me to Boston where I was able to spend time with some of the team at the VA Boston Healthcare System. Boston welcomed me with pouring rain, but the high spirits of those
Do your patients trust you to provide compassionate care? If they don’t, the impact on the healthcare system can be devastating. Learn the six behaviors that patients and families say are needed to help build trust with their clinicians. Discover the critical role that compassion and humanism play in building trust and improving the human
On the Road at Cook Children’s Health Care System – October 2023 by Rikki Chadwick We have reinvigorated our “On the Road” series with a visit to Cook Children’s Health Care System based in Fort Worth, Texas. Knowing every child’s life is sacred, Cook Children’s Promise is to improve the well-being of every child in
It’s hard to just be a kid when you’re battling cancer. Carefree moments of joy seem out of reach. Solving that problem was the impetus behind the Sunrise Association which has been providing summer day camps for children with cancer and their siblings since 2006. Faced with COVID lockdowns, the Sunrise Association developed the Wheels
1pm ET / 12pm CT / 11am MT / 10am PT – The Lost Belongings Workgroup is a meeting space for those interested in conversations and solution generation with patient advocates working to improve lost belongings policies and practices.
Sharing is caring. Read how Marshfield Clinic Health System improved patient experience in its medical offices through observation and coaching of care teams. Learn how Patient Experience Coaches, a novel concept in ambulatory care settings, followed the patient journey through their clinics and identified improvement areas that focus on retention and recruitment of ambulatory care
1pm ET / 12pm CT / 11am MT / 10am PT – Join The Beryl Institute community for an opportunity to connect with your peers and discuss big questions in healthcare centered around the topic of lost belongings. Breakout discussion groups allow you to share your challenges, celebrate your successes, and discover what other organizations
This is the third blog in a series of eight by The Beryl Institute’s Global Patient & Family Advisory Board (GPFAB). The intent of this series is to present our perspective on patients’ and families’ lived experience for each of the strategic lenses of The Beryl Institute’s Experience Framework. The Experience Framework is a community-developed
The latest release of PX Pulse points to affordability and access to hospitals and treatments as important issues to consumers. While consumer perception of quality and overall experience remain constant from last quarter, experience in receiving an appointment, especially for urgent care, is falling short of expectations.
This article tells the story of the history and outcome of a 64-year-old woman who had suffered pain and other symptoms for over a decade. The woman thought nothing could be done to help her condition. The procedure that was eventually undertaken brought about a huge transformation in pain reduction and helped with mobility and
Patient experience, an essential indicator of quality patient care, is of increasing importance to hospitals that want to improve and maintain strong patient experience metrics to remain competitive in the business of healthcare. The aim of this study was to clarify the concept of the patient experience by identifying its existing definitions, methods of measurement,
This research study explores the impact of recreational art activities on the human experience of hospitalized patients. With funds awarded through The Beryl Institute’s Grant Program, University of Maryland St. Joseph Medical Center launched Heart Cart, a painting program for inpatients. Reaction to the initial pilot from cardiac surgery patients was so positive, the art
Supported by a grant from The Beryl Institute, Ascension Senior Living set out to quantitatively measure if they could improve wellness and well-being for residents living with dementia through reading activities that promote social interaction. By implementing the Reading2Connect Social Engagement Program, long-term care residents at Ascension found greater quality of life through illustrated books
In this case study, a children’s hospital shares how a partnership with a language interpretation service company enabled their organization to better support the diverse languages of those they serve through improved communication.
In this case study, Atrium Health Navicent partnered with HatchMed to improve increasing patient injury rates caused by bed alarm connectivity problems due to faulty pin bed cables.
Lacie N. Bourland, MBA, M.Ed., CPXP Senior Director, Development & Strategy BlueTree Dental Is it a long road to dentistry or more of a roundabout into dentistry? Either way, here I am! My name is Lacie Bourland. I am a 40-something single parent of the most beautiful seven-year-old girl. I am a rural native of
Medical staff and their patients can be exposed to a variety of fomites in the hospital setting. Fomites, or materials that are likely to carry infection, must be properly managed to prevent the spread of healthcare-associated infections (HAIs). From staff washing their scrubs at home to privacy curtains not being changed often enough – there
Michelle Harris | Manager, Interpreter Services, Michigan Medicine Christa A. Moran, NIC, MEd, CoreCHI | Supervisor, Interpreter Services, Michigan Medicine Interpreters are one of the few individuals who experience all facets of the health care system. In this webinar, participants will learn how interpreters’ suggested improvements for Limited English Proficient (LEP) and deaf patients were
Connection Calls provide opportunity for networking and idea sharing with peers. In addition to a discussion on a pre-announced topic, each call includes time for general discussion on the issues relevant to the community.
When the words “Penn State” are heard, many people often think immediately of FOOTBALL! One of my favorite stories – and perhaps the lesser known – is the Penn State football story that dates back to racial segregation in the 1940s when The Pennsylvania State University football team agreed that it would not play games where their
As a caregiver, my first concern is my loved one, and, at the same time, I am very aware of the stress, anxiety, and burnout of our wonderful providers. This is why The Beryl Institute is focused on “elevating the human experience in healthcare.” We must consider the wellbeing of everyone. Art is one way
Is it just me, or are people more on edge and prone to outburst since COVID? I have been asked this question several times over the last few weeks. I have spent a considerable amount of time reflecting on when this change in behavior happened. I suppose it has been a gradual shift. Although, it
Historically, hospitals are infamous for poor food quality. Valuing food as a tenant of health and well-being, Northwell Health, New York’s largest healthcare system, is transforming its hospital food program to become an asset and market competition differentiator. By focusing on structure, workforce, procurement and process, Northwell has improved patient experience performance “Quality of Food”
Waiting in a healthcare setting, specifically an Emergency Department (ED), is arguably one of the most uncomfortable places to wait. The patient is in distress, physically and mentally. According to real-time survey results from patients discharged from the ED, length of wait time and lack of communications top the list of main concerns. In 2018-19,
This paper explores how added visual art positively impacts both the patient and employee experience, and thus overall, the human experience.
During the height of the pandemic, staff at the Visiting Nursing Association Health Group developed an innovative experiential program called “Blessing of the Buildings.”
Learn why Lehigh Valley clinical, dietary, and environmental services teams all got on board with the patient survey project, what lessons the teams learned along the way, and how patient surveys fit into the organization’s priorities.
Connection Calls provide opportunity for networking and idea sharing with peers. In addition to a discussion on a pre-announced topic, each call includes time for general discussion on the issues relevant to the community.
In healthcare, nothing touches your patient more than linen. And yet linen is not often considered within the patient experience context.
Explore interventions and initiatives that ensure the emotional safety of pediatric patients.
Nobl rounding platform assists in optimizing workflow of rounds in the ED.
Hear how one organization invited staff to send in photos of taped-up signs, furniture wear and tear, and other unsightly areas, to promote engagement and to make quick improvements across the system.
quiet environment at night can decrease sleep-wake disturbances and positively impact a patient’s experience during hospitalization.
Creating meaningful connections after a traumatic healthcare experience.
This paper is grounded in firsthand accounts from organizations and patients and family members who highlight the cause and effect of virtual solutions in medical environments.
Using Music Therapists to promote relationation and feelings of hope for patients, families and staff members.
Listening to our patients’ families to enhance the preoperative environment.
This PX paper explores the significance of safety strategies in healthcare settings and how these practices influence the patient and clinician experience.
Diane McGarry, Manager, Patient and Family Experience at St. Jude Children’s Research Hospital, shares how honest, open communication and transparency was a key transformer in addressing and managing wait times.
Sasha Holloman, MSN, RN, CENP, Director 4 of Medical, Case Management and Float Pool at Sarah Bush Lincoln, shares how their organization refocused their efforts to improve the safety of their patients resulting in a drastic reduction in serious safety events and an increase in collaboration and reporting of concerns.
On the Road with Thrive Senior Living – Atlanta, GA – August 2019 by Lindsay Nelson Our latest On the Road took me to Atlanta, Georgia where I visited with the dedicated team of Thrive Senior Living. Thrive fosters a hard-working community (they call that hard working attribute “Gritty” ) of people who ensure the
Kristin Baird, RN, BSN, MHA, President/CEO of the Baird Group, explains that mystery shopping is a valuable addition to survey data because it moves data from the head to the heart which is much more likely to incite change.
Marian Hamilton, Founder, The Ken Hamilton Caregivers Center at Northern Westchester Hospital, shares the importance of caring for the caregiver during and after their time in the hospital and provides a few examples of how we can support this population.
Evelyn Nodal, MPH CPXP, Principal Consultant, National Care Experience with Kaiser Permanente, shares how human-centered design principles guided their work in improving their patient experience metrics and staff connection.
This webinar describes LGBT terminology, explains the unique healthcare needs of this community and gives you concrete ways to improve your health center’s LGBT cultural competency.
Utilizing the Theory of Change model to improve patient experience.
Readmissions reduction is a primary focus for the University of Pennsylvania (UPenn) Home Care team, specifically for the Caring Way Program.
The Concord Hospital department showcased in this webinar, offers a unique range of services designed to bring comfort, delight, and dignity to people during acute hospitalization.
Alla Borsen, LS, MLS, Senior Director Guest Experience at ArchCare at Mary Manning Walsh shares a number of strategies you can use to help residents feel comfortable in their care and enjoy a better quality of life to ultimately create a culture of excellence.
How VR can improve experience for infusion patients.
On the Road with Ann & Robert H. Lurie Children’s Hospital – February 2018 by Natalie McKay and Stacy Palmer, CPXP Our latest On the Road took us to the warmth and comfort of Ann & Robert H. Lurie Children’s Hospital of Chicago on an otherwise cold and stormy winter day. Located in the heart
Though there are similarities to music therapy, the field of community music in healthcare, while in its infancy, is steadily growing. This case study explored how semi-formal, active music-making can play a role in illness and recovery and provide patients with a sense of voice, connection, and community, and the efficacy of community music programming
Magali Tranie, Director of Marketing at ImageFIRST Healthcare Laundry Specialists, shares ways to enhance culture building with staff engagement through inspiring your staff, setting goals and building resilience.
Extensive personal experience, wisdom from the ancients, and evidence-based studies are interwoven and shared to reveal how hands on caregivers can honor the dignity and independence of each patient
Understand why making personal connections, communicating with empathy and showing compassion for every patient and family is top priority, and why anticipating the needs of a patient or family member and making a patient’s day are daily goals.
On the Road with Sibley Memorial Hospital – April 2017 by Deanna Frings and Stacy Palmer Our latest On the Road took us to Sibley Memorial Hospital in the Palisades area of Washington, D.C. A member of John Hopkins Medicine, Sibley is a not-for-profit and full-service community hospital. They believe an enhanced patient experience includes
Review best practices for health systems to partner with home care to change health outcomes for aging adults, navigate the daily challenges of aging and provide them with needed support.
Culture Change initiatives in long term care have identified creative ways to implement a model of Person Directed Care that aims to improve the client experience by providing dignity and choice, and foster deep relationships among its community members.
On the Road with Children’s Hospital of Philadelphia – January 2017 by Michelle Garrison and Jason Wolf Our latest On the Road took us to Children’s Hospital of Philadelphia (CHOP). The opportunity to visit pediatric facilities and children’s hospitals has always been exciting and significant. This is represented in the very essence of the work
The sensory environment will be defined and we will look at environmental stressor, symptoms, and ways to provide relief.
An introduction to the art of healing, health, care, and the environment will be followed by an examination of previous literature in the fields of environmental psychology, environmental design, and evidence-based design.
Music is an important patient satisfier in the hospital setting and it can be implemented through a number of cost effective practices.
Investigate the design of environments that heal with an introduction to the art of healing, health, care, and the environment.
This paper provides an overview of the volunteer role and engages the voices of volunteer leaders on how their volunteers are making an impact on patient experience in their organizations as well as identifying common themes in the work taking place.
Conducted by the Department of Radiology and Imaging Sciences at Emory University, the goal of this study was to assess differences in actual and perceived wait times among patients receiving outpatient MRI services at Emory University’s Winship Cancer Institute.
To develop strategies to enhance the experience and create an environment conducive to the experience at the point of care, Medical University of South Carolina Medical Center conducted a study designed to compare HCAHPS scores on two nursing units with similar patient populations before and after folding chairs were placed in each patient room.
This paper explores the emerging focus of spiritual care and chaplaincy in patient experience excellence and provides a core set of central themes and concepts for organizations to consider regarding spiritual care.
The focus of this study conducted by Sharp Coronado Hospital was on improving relaxation for acute care orthopedic patients during hospitalization.
The purpose of this study conducted by North Shore University Hospital in Manhasset, New York was to evaluate patients’ perceived benefits from sleep promoting interventions (SIPs).
This paper reviews quantitative survey results gathered in the Institute’s 2013 patient experience benchmarking research.
This paper explores strategies for implementing music and the arts into patient experience efforts.
Spotlighting is a proactive approach to healing beyond science and it gives caregivers new tools to show their compassion, honor patient dignity, and foster an environment in which patients feel safe and nurtured.
What is the impact of ambient noise generators in reducing noise and improving patient satisfaction?
This paper explores the results of a significant study exploring the implications of patient perceptions of privacy and the impact this has on the overall patient experience.
The paper shares the findings of The Noise Project, a joint research study between The Beryl Institute and Making Hospitals Quiet.
Gary Madaras, Healthcare Soundscaper, Rockfon – Making Hospitals Quiet, shares three key points to better understand what can be done in healthcare facilities to improve the patient’s perception of quiet. Focusing on introducing good sounds that create a steadier, more soothing ambiance will affect the overall patient experience.
On the Road with Duke University Hospital – May 2016 by Jason Wolf I recently had the chance to visit the team at Duke University Hospital for an exploration into both the challenges and opportunities they felt they were facing as they tackle the critical issue of patient experience (PX). What I found was an
Explore the emerging focus of spiritual care and chaplaincy in patient experience excellence and provide a core set of central themes and concepts for organizations to consider regarding spiritual care.
On the Road with Craig Hospital – January 2016 by Stacy Palmer This month’s On the Road highlights the incredible opportunity to learn from organizations that may seem vastly different from your own. I had the privilege to spend time at Craig Hospital, a 93-bed specialty facility near Denver, Colorado. Solely focused on helping people
Learn how hospitality houses impact overall stress, health, finances, nutrition, sleep, spiritual concerns, and the myriad of other needs of patients and their caregivers / loved-ones.
On the Road with Boston Children’s Hospital – October 2014 by Deanna Frings and Stacy Palmer Our latest On the Road took us to Boston Children’s Hospital, a facility with incredible history and an important heritage that still lives today. While Boston Children’s is considered a destination for its clinical excellence and innovations, it is
Learn how WellSpan Health used a system-wide, structured approach to improve cleanliness while also honoring the daily operational realities of each individual hospital.
Some fundamental hospital policies and unaddressed cultural landmines can doom a noise reduction plan more than nurse conversations. Undergo a paradigm shift about noise reduction.
Learn the benefits of adding music and nature to not only improve experience but also reduce stress, minimize delirium, minimize the negative impact of unavoidable noise, improve restfulness and sleep and improve staff and patient satisfaction.
On the Road with Spaulding Cape Cod – June 2013 by Stacy Palmer Our June On the Road took me to the quaint and historic towns along Cape Cod, Massachusetts at the start of their summer season. Nestled within the scenic landscapes, near the beautiful East Coast beaches, lies Spaulding Cape Cod of the Spaulding
On the Road with Florida Hospital – November 2012 by Jason A. Wolf Arriving in Orlando is a magical experience in itself. It is hard to escape the joy you see on the children’s faces who know they are about to see something magical and the sense of wonder on the faces of those departing
This presentation outlines how the development of concierge services at your hospital can empower patients, guests, family members and nursing so you are able to provide (and measure) the best health care experience.
On the Road with St. Louis Children’s Hospital – May 2012 by Jason A. Wolf Our May On the Road took me to the “Gateway to the West”, St. Louis, and specifically St. Louis Children’s Hospital. My host, Joanne Buttice, Director of Guest Services, planned a journey through the facility to engage with leaders, caregivers,
The Hospital Noise Project studied noise reduction efforts in 241 U.S. hospitals. Leaders described their approach, reported their level of success and reviewed the results they achieved.
Discover medical & emotional benefits of a hospital animal program as well as benefits to your organization.
Learn how to develop a strategic plan on how to drive customers to your shop, how to create a culture of fun and how to develop a frequency reward program for your customers.
Explore the concept and launch of “Discharge with Dignity” program, share process of working with Case Management/Social Workers/Care Transitions Team, and describe impact on patient throughput.
Identify measurements that will help your shop achieve greater financial success and how to demonstrate better marketing tactics and effective sales techniques.
Review types of events that have been promoted to support the identified needs and identify opportunities to support the community while promoting the services of their health network.
Gain knowledge on essential components of a volunteer hand massage program, learn how to integrate volunteers into the patient care model, and understand how volunteer hand massage can positively impact the patient experience.