2pm ET / 1pm CT / 12pm MT / 11am PT – Newcomers are a vital yet often misunderstood segment of the population that healthcare providers serve. This webinar explores the landscape of newcomer health equity in Canada and the United States, offering valuable insights into the challenges faced by this vulnerable group. Attendees will
12pm ET / 11am CT / 10am MT / 9am PT – Join The Beryl Institute community for an opportunity to connect with your peers on the support and resources needed to address efforts around sustaining and growing PFAs and PFACs in their organizations. Breakout discussion groups allow you to share your challenges, celebrate your
12pm ET / 11am CT / 10am MT / 9am PT – Join The Beryl Institute community for an opportunity to connect with your peers on the support and resources needed to address efforts around revitalizing and rebuilding PFAs and PFACs in their organizations. Breakout discussion groups allow you to share your challenges, celebrate your
Community juries are a form of deliberative democracy and can engage community groups in decision-making about healthcare and service delivery issues and priorities. They can provide insights and value-based perspectives from community groups and are particularly important in resolving perennial and complex system challenges. One such challenge is nutrition in hospitals–where there is a need
The death of a child is a significant event that affects the family system. Families of dying children need comprehensive support to help them cope with their trauma and loss. However, there is little research that examines parental preferences and grieving support needs. This study explored bereaved parent mentors’ perspectives on legacy interventions to identify
Objective: The objective of this review was to find literature related to the concepts of patient engagement and co-creation in healthcare services and identify models and/or frameworks that combined these concepts. Methods: We developed the eligibility criteria using the Population-Concept-Context framework applicable to studies with population of patients exploring the concepts of engagement and co-creation
The effectiveness of out of hospital lifestyle interventions in healthcare is likely co-dependent on social support from involved one’s. We sought to investigate the interrelationships between patient-partner Co-responsibility, Spousal Support, and Self-efficacy and the mechanisms through which they contribute to health behaviors and outcomes relevant to weight loss and maintenance.
The COVID-19 pandemic was highly disruptive for people delivering babies in-hospital and for obstetrical healthcare professionals. The purpose of this study was to explore the experiences of people with or without COVID-19 giving birth in a community-based hospital to provide patient insight to obstetrical care providers regarding the services/policies used during the pandemic. Nine interviews
The COVID-19 pandemic subjected healthcare systems’ to decreasing operational margins, enhanced regulatory scrutiny, and challenges related to patients’ expectations. Until now, there was a lack of empirical evidence studying patients’ perceptions prior to versus deep immersion into the pandemic. This quantitative non-experimental ex post facto causal-comparative study examined if and to what extent there were
The Covid-19 pandemic had a significant impact on the support networks for older adults and caregivers as health and social care systems were forced to dramatically change the ways patients and clients interacted with providers, services, and programs. In Northern Ontario, caregivers are older, caring in more intense situations, more likely to be caring for
Psychosocial support in group rehabilitation interventions can provide adequate social support and a basis for self-management. Both healthcare professionals and peers have invaluable roles in helping patients with chronic conditions adapt to their life situation. Interventions should facilitate knowledge sharing and help patients take responsibility for self-management. Furthermore, participants should be able to choose the
This commentary pays tribute to the foundational figures in patient experience (PX) scholarship, acknowledging the “PX Giants” whose contributions have established and expanded the field’s core principles. Building upon the analysis in Foundational PX, which identified highly cited works, this piece honors individual contributors who have contributed to the scholarly foundation of PX. It highlights
Navigating healthcare while managing the complexities of disease, especially in elderly individuals, is challenging for both patients and their families. Physicians play a crucial role as pathfinders in this journey. However, physicians often experience burnout when dealing with patients and families facing complex illnesses. This narrative highlights the characteristics that enable physicians to effectively negotiate
Objective: We aimed to answer the following research question: From the perspectives of patients, family members, and health professionals, how are families involved in the rehabilitation of adult patients with Traumatic Brain Injury at an inpatient Acquired Brain Injury service within an adult rehabilitation centre? Methods: We used an interpretive qualitative approach, from a constructivist view.
The aim of this study was to explore the perspective of consumers, family members, and health practitioners on increasing patient activity engagement in a Geriatric Evaluation and Management (GEM) Unit. This study followed a qualitative phenomenology approach. Semi-structured interviews were conducted, audio-recorded and transcribed verbatim with consenting patients (n = 12), family members (n =
Data demonstrates patients benefit from the experience of specialty palliative care providers for advance care planning and prioritizing quality of life, regardless of diagnosis or stage of illness. Despite these benefits, many intensive care units (ICUs) show low utilization of palliative care. The purpose of this study was to evaluate the ability of a bedside
In the ever-evolving landscape of healthcare, patient relations play a crucial role in ensuring a positive patient experience. Effective complaint and grievance recording and reporting are fundamental components of this process, directly impacting patient satisfaction, trust, and overall care quality. Join the Patient Advocacy Community for an insightful discussion of effective practices for managing patient
Watch this webinar to learn about the Patient Experience Partner (PXP) Program at North York General Hospital (NYGH), a 480-acute care bed community academic hospital in Toronto, Ontario, Canada. The presenters will provide an overview of a specialized volunteer program for the purpose of informing hospital service design through the patient and caregiver lens. PXPs
Patient and Family Advisory Councils (PFACs) provide essential insights for enhancing patient experience metrics. However, challenges such as busy schedules and pandemic-related disruptions have hindered their effectiveness. In this case study, Rutgers Cancer Institute shares how its innovative solutions address these issues, ensuring patient feedback is actively sought and utilized to drive improvements.
This webinar explores innovative models for best technical care, co-produced with patients and families, and also look at the impact that compassion and kindness can have on clinical outcomes, cost and patient experience. Maureen Bisognano, President Emerita and Senior Fellow, Institute for Healthcare Improvement Presentation slides *Headliner webinars are complimentary. Brought to you by:
The voices of Black patient advocates are often absent from research studies. By centering these voices, new strategies can be identified to address and positively impact disparities across the clinical care spectrum, from diagnosis to survivorship. The study aims to identify common and unique experiences of racism and bias among Black patients with gynecologic cancer.
Alex Seblatnigg, Director of Volunteer Services and Internal Engagement at Shepherd Center—a leading rehabilitation facility specializing in spinal cord and acquired brain injuries—shares the inspiring stories of former patients who return as volunteers after discharge. Tune in as she highlights the unique value these volunteers bring to the patient experience and how they seamlessly integrate
By Emily Revelle Communication is the basis of all things we do in healthcare. When done well, it allows us to present vital information to the family, work well together as a medical team, and establish psychological safety. When done poorly, it will do the opposite and can increase mistrust of the medical system. What
This personal narrative article seeks to bring awareness to and provide an overview of the various aspects that come with being a lived experience researcher including the host of benefits and challenges that come with conducting research within one’s own area of lived experience.
Research has shown a consistent positive association between patient and provider experience and improved patient outcomes and safety. There is a belief that patient satisfaction and physician productivity are competing interests.
Several studies have indicated that providers that successfully implement patient-centered communication (PCC) practices related to health literacy and exemplify higher levels of empathy improve patient health outcomes. Time is frequently noted as a barrier when implementing PCC practices.
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
When patient experience (PX) is an organizational priority, how you get there matters. Five years ago, Emory Healthcare piloted a mobile app to guide patients through their emergency department (ED) visit. Now, over 60% of their ED patients use it to view personalized wait time estimates, see the status of their test orders and results,
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
By Tamara Cardoso, UConn Health At UConn Health, we are committed to putting patient experience at the center of our care. We recognize that delivering safe, high-quality, patient-centered care necessitates effective communication at every interaction. In healthcare, ineffective communication can lead to heightened anxiety, increased stress levels, and potential misunderstandings. Importantly, it can pose significant
On the Road with the Cone Health – June 2024 by Amy Kwiatkowski Earlier this year, I had the pleasure of meeting with the Patient Experience team at Cone Health in Greensboro, NC. I had a lively conversation with the Patient Experience team about the work they are doing and are so proud of and
The Patient Relations department assesses and resolves complex patient issues related to customer service, billing, and patient care daily by researching errors and patient issues and finding the proper solution to satisfy the needs of the patient and their care partners. Individuals possessing a high emotional intelligence (EI) quotient can use their emotions as a
The Patient Relations department assesses and resolves complex patient issues related to customer service, billing, and patient care daily by researching errors and patient issues and finding the proper solution to satisfy the needs of the patient and their care partners. Individuals possessing a high emotional intelligence (EI) quotient can use their emotions as a
While communication is the foundation of patient experience, survey data and comments are the primary source of results. The focus on data, though meaningful, reduces humans to text on reports. With a focus of autoethnography in both her baccalaureate and post-graduate studies, the author, (a fulltime patient experience professional) shares her professional focus on the
We are all patients. This article represents my views from my personal experience with type 1 diabetes for 25 years, in combination with my professional experience over the past 10 years as I have worked in patient support, health promotion and improving the patients’ experience. I aim to provide an outlook on the patient perspective,
It is easy to assume all patients who come into a hospital for acute crisis care have a clear understanding of how their experience will be facilitated. When a patient is neurodivergent, they cannot always agree to needed intervention. This is exacerbated by the “poor timing” of questions portrayed to impact the critical care received,
Patient stories are real-life experiences told from a patient’s or their family’s perspective. In the past, patient stories have served many purposes in healthcare, such as spreading knowledge, educating providers, or conveying the patient experience. Patient stories are increasingly used as a knowledge translation (KT) strategy to improve the uptake of evidence-based interventions (EBIs) into
The study aimed to understand the lived experience of cancer patients who abandon treatment. Four semi-structured interviews were conducted, and the data was examined using interpretative phenomenological analysis. It resulted in four superordinate themes: (i) ‘Lack of knowledge about cancer’ dealt with patients’ knowledge and perceptions about their cancer. (ii) ‘Hopelessness with oneself and God.’
Patients often have limited understanding of the emergency department (ED) care process, which can increase anxiety, frustration, and confusion. This study implemented and assessed the usefulness of a poster explaining the ED care process. A large wall-mounted poster illustrating the patient journey was developed; two different data collection techniques were used. First, a QR code/URL
There are many complexities regarding the acceptance of COVID-19 vaccines, mainly because the COVID-19 vaccine had a fast track of development compared to vaccines developed in the past years. The purpose of this study is to understand COVID-19 vaccine perception and hesitancy among uninsured free clinic patients using the theory of planned behavior. This study
Patient experience measurement is important for healthcare organizations to support the provision of high-quality care. Although previous research suggests age and gender may influence patient experiences, a thorough analysis of these associations remains unexplored. To address this gap, our research investigates the association of age and gender on patient experience ratings, using data from two
In this mini-webinar, Dr. Liza DiLeo Thomas, Medical Director of Patient and Provider Advocacy, shares Ochsner Health’s “Caring Communication” model for providers. Learn how physicians can create trusting relationships with patients and families by following the three Ws.
Dr. Mikelle Key-Solle, Pediatric Hospitalist, covers five themes physicians should consider when interacting with caregivers of color and non-English-language-preferring families. These principles aim to improve communication during patient- and family-centered rounds at Duke Children’s Hospital and Health Center.
12pm ET / 11am CT / 10am MT / 9am PT – Join The Beryl Institute community for an opportunity to connect with your peers on the support and resources needed to address efforts around new and getting started with PFAs and PFACs in their organizations. Breakout discussion groups allow you to share your challenges,
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
In the realm of healthcare, the journey towards excellence is continuous, with the ultimate goal of enhancing the human experience. An important approach that is gaining momentum involves formal and intentional partnerships with patients, families, and care partners. This collaborative strategy is not just a concept but a transformative movement. The Beryl Institute strongly advocates
In this webinar, participants will gain in-depth knowledge of how providing survivor support programs can enhance the human experience of health care. Survivor support programs are the ideal mechanism to facilitate compassionate connected care between patients, families, and members of the care team. Learning Objectives – Recognize the role survivor support programs have on patient
On the Road with the Cystic Fibrosis Foundation – February 2024 by Stacy Palmer, CPXP I recently had the opportunity to travel to Bethesda, Maryland to meet with the Cystic Fibrosis Foundation, a non-profit organization dedicated to supporting individuals with cystic fibrosis (CF) by funding research and drug development, partnering with the CF community, advancing
By Ellen Harry Imagine a ‘Picture Perfect Room’ with a place for patient belongings, a chair for the provider, therapy equipment, and more; ‘Triad Rounding’ that includes the bedside nurse, provider, and patient; a warm handoff as patients transition throughout the Medical Center; a ‘Close the Loop’ process ensuring all patients are asked if they
Linda Fisher, Regional Director for Guest Services at UCHealth North, discusses the Get to Know Me Program, an initiative that connects volunteers with patients. Listen in to learn how, through a series of lighthearted questions designed to spur conversation, volunteers were able to make lasting and impactful connections with patients and their families.
This webinar presents four ways BSWH Hillcrest Medical Center improved HCAHPS scores to the 90th percentile. Discover how they incorporated elements of Relationship-Centered Communication to improve nurse and doctor communication. Learn how they engaged patients through consistent rounding. Key takeaways also include how capturing real-time patient feedback contributed to their overall success. Learning Objectives –
By Jeannette Maré Like many people who are drawn to human experience work in healthcare, I experienced a tragedy that changed everything about how I understand myself. Just before his third birthday, my son Ben died suddenly and unexpectedly of a croup virus. I am not being hyperbolic when I say that I didn’t think
Patient experience is becoming increasingly vital to healthcare providers for many reasons, and traditional CX technologies are helping healthcare organizations improve. Healthcare is already spending more than most industries on CX or patient experience technologies, but Metrigy’s research data shows the need for an increased focus on four technologies that promise high return on investment.
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.
Family Integrated Care (FIC) is a transformative approach in neonatal and pediatric units, redefining the landscape of family-centered healthcare. This webinar focuses on the importance of FIC for hospitalized infants, children, and their families. FIC recognizes the integral role of families and encourages their active participation in all aspects of their child’s care, transforming them
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
This webinar explores the impact of lost belongings on the patient, their families, and your organization. You will hear best practices for empowering and motivating your staff around the patient belongings process through awareness, education, recognition, and incentive programs. Key learnings will be shared about the See it! Say it! Save it! Program, launched in
Do you want to know the secret to creating a vibrant and sustainable volunteer workforce? Faced with challenges from the changing demographics of its volunteers, Tampa General Hospital modernized its volunteer program by focusing on recruiting students. Through customized training designed specifically for youth, TGH has inspired a new generation of volunteers which has created
In an effort to (re)build trust post-pandemic, many health systems are experiencing the pressure to modernize methods used to engage patients and the workforce who care for them. This trend towards an improvement-focused understanding is reflected in the greater conversations happening across our industry, including the evolved shift in understanding from “Patient” to “Consumer” and
By Deborah Ventz-Migneco Healthcare institutions, recognizing the pivotal role of Patient Family Advisory Committees (PFACs), understand the significance of engaging patients and families as essential partners in reshaping and enhancing operational processes. This blog explores the evolving landscape of PFACs in 2024, emphasizing the need for renewal and revitalization to meet the changing dynamics of
This webinar will explore the critical intersection of language access and health equity. This engaging event will cover a range of topics, including: Language Barriers: Address the challenges posed by language barriers and their impact on healthcare access and outcomes. Translation Technology: Discover advancements in translation technology and how they are revolutionizing communication in healthcare.
Across the world, we are seeing changes and transformation in our health care systems. How do we endeavor to understand the value of the voices of people with lived experience (PWLE) in this transformation? How can we best engage them from boardroom to bedside as part of a system-wide and embedded process? How can amplifying
In today’s challenging healthcare environment, healthcare workers often face incivility and physical violence that threaten their safety and well-being. “Standing Up for the Workforce” offers seven actions that patients and families can take to address this reality. Presented by a member of the Global Patient and Family Advisory Board, this learning bite calls on us
This Patient Advocacy Community Connection Call focused on leader rounding as a follow-up to the webinar, Leader Rounding: A Proactive Approach to Improve Experience, held on October 10, 2023. *Please note: Calls do not provide patient experience education credit (PXE).
By Kelly Foran This is the fourth 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 through each of the strategic lenses of The Beryl Institute’s Experience Framework. The Experience Framework
Ben Larsen, Experience Advisor at Baylor Scott & White Health, discusses the significance of human connection and the relationships we build with patients. Listen as he talks about communicating in service of a relationship, origin stories and the importance of practicing compassion and empathy.
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
Knowing the backstory of a disruptive person’s journey to the hospital can help guide response plans when the patient acts out. “Know Before You Go” emphasizes the importance of understanding all the facts of a patient’s story before taking drastic measures to handle inappropriate behaviors. Learn the three things you can change in your processes
Often clinicians view Deaf patients as the same as other Limited English Proficiency (LEP) patients. Not knowing that the Deaf community has its own culture and linguistic needs often leads to poorer health outcomes and compliance for the Deaf community. It also leads to lack of equity and access in their own healthcare or worse,
One commonality among organizations excelling at rounding is their proactive approach towards the process. They avoid letting it become stagnant and, instead, show genuine commitment to utilizing rounding to improve outcomes. These organizations understand the importance of evolution and adaptation, continually shaping their rounding practices over time to curate processes that work best for their
In this case study from Yale New Haven Hospital System, learn how the creation of an Operating Manual for all Patient Relations Departments across their health system aids in setting expectations for staff in quality, safety and experience. Initial outcomes from the new manual include higher compliance rates in case documentation and greater clarity around
No one can deny the fact that healthcare in the U.S. is complex. But how did we get here? How do patients and caregivers experience that complexity? And are we, in fact, crushing it, or is it crushing us? Based on the study of millions of conversations from all segments of healthcare, this presentation takes
A senior co-chair of the Family Advisory Council at Boston Children’s Hospital shares how a mission statement, unified volunteers, and a shared purpose led to a strategic plan that elevated the council’s visibility and ultimate success. In this learning bite, learn three key steps to fostering a welcoming, respectful and supportive environment for council members
In this PX Blog, I will address the patient experience from a patient’s perspective, mine! Having been diagnosed with cancer, I got empowered by taking charge of my diagnosis. Now thriving, I am living with purpose and passion. As an educator, published author, and patient advocate, my mission is to help others through their journey
This learning bite brings to light the importance of understanding our patients’ barriers in healthcare. Learn how design thinking can be a tool to improve experience. Through the human-centered approach of design thinking, we can integrate the needs of the people into our processes and procedures that create more equitable experiences for those in our
Although the definition of patient-centered care (PCC) remains unclear, researchers and healthcare professionals describe the concept as treating the patient as a unique human being with consideration for their physical and psychosocial needs and emphasize the importance of shared-decision making between patients and healthcare professionals. However, discussion around the connection and overlap between PCC and
The lens through which one experiences a health crisis is influenced by their personal beliefs and experiences as well as by their professional training and circumstances. Parotid (salivary) gland tumors are rare. Having more than one parotid tumor is rarer still. My experience as a clinician and researcher who was diagnosed with two parotid gland
Communication. Collaboration. Customer Service. Sutter Health proudly shares how these focus areas helped their frontline staff rediscover the joy in healthcare through back-to-basics training in communication and service behaviors.
Transitions in care involve more than just moving patients between care settings and providers. It encompasses communication, information, navigation, preparation and having choices in services and programs – especially during a pandemic. In this research paper, grant recipient Albert Health Services shares their two-year project to identify the key experience measures for patients, families and
“The surveys that are used to benchmark health system performances fail to provide a complete view of what patients experience when they seek care.” Mary Kay O’Connor, Founder & CEO of PatientsVoices shares the value of utilizing patient comments to obtain a clear view of what really matters to patients.
As an evidence-based, data-driven nursing initiative, we know that purposeful rounding provides accountability at the bedside that significantly impacts the patient experience. But how do you leverage modern communication tools and techniques to streamline information flow among care teams in the clinical setting? How do you actively involve patients in their care and foster better
Listen as Dr. Ahmed A. Abdelkawy discusses how collaborating with patients and families to redesign the patient journey has improved the quality of care and patient experience in the emergency department at King Faisal Medical Complex in Saudi Arabia. Learning Objectives ⋅ Define the problem resulting in decreased patient experience rate in ED ⋅ Clarify
By Rosie Bartel Is your Patient and Family Advisory Council (PFAC) unsure how to regroup after COVID? Worse yet, has your organization lost its PFAC completely? If so, this is a perfect time to look at the role of a Patient and Family Advisor (PFA) in new ways. As you begin to rebuild or reboot
This grant research report explores the reasons why people decide to return to the Emergency Department (ED) after an initial visit and whether their first experience contributes to their decision. The study reveals that building a patient’s trust on the first visit to the ED can have an impact on the patient’s confidence and capability
Experts from around the globe in the field of patient and family partnerships explore what is needed to evolve the role of Patient and Family Advisors (PFAs) so healthcare organizations can learn from their experiences. Contributors identify what they see as gaps in PFA utilization and share their hopes for expanded use in the future.
Whether you are building your first PFAC or wanting to sustain an existing one, this learning bite provides the foundational principles for achieving success. Hear from a member of the Global Patient & Family Advisory Board of The Beryl Institute to learn how his experience as a first-time caregiver led him to wanting to give
Erica Luciano, Program Manager, Volunteer Services, UChicago Medicine Kathleen McIntire, CAVS | Director, Volunteer Services | Kaiser Permanente Los Angeles Being in a hospital can be frightening, painful, and oftentimes overwhelming for patients. But those without family members or friends to visit them may face the extra burden of loneliness. Loneliness has consequences that may
With the assistance of a grant from The Beryl Institute, Southwestern Health Resources designed a patient experience program that would tailor to the specific needs of individual providers and practices.
Realizations of the importance of “the art of medicine” in trust-building and patient satisfaction have resulted in the incorporation of narrative medicine programs into training curricula. By learning how to respond to patient stories as well as communicate their own, healthcare providers can ensure that their patients feel heard and respected. This study seeks to
As part of a larger study investigating the utility of electronic decision support tools for patients with head and neck cancer (HNC), this article describes the patient experience of receiving cancer treatment in British Columbia, Canada. It aims to give voice to the patient experience and recommend a model of psychological adjustment for clinicians and
The COVID-19 pandemic was highly disruptive to healthcare and negatively affected healthcare worker and patient experience on multiple levels. Patient Family Advisors serve an important role in partnering with health systems to improve patient experience, yet the work of many volunteer programs were interrupted by the onset of the pandemic, at a time when integrating
Recent definitions of patient engagement in research (PER) emphasize that engagement should be meaningful, active and an equal collaboration across the research continuum. The increased interest in patient engagement is predicated on the recognition by researchers of the unique experiential knowledge provided by individuals with lived experience, ethical obligations to democratize science and that patient
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
Supported by a grant from The Beryl Institute, Providence Health System leveraged its storytelling and listening program, We Hear You™, to help improve the care experience and trust of Black, indigenous and people of color (BIPOC) communities.
In this case study, patient-parents and staff of Boston Children‘s team up to turn a pandemic-induced crisis into a creative opportunity to support patients, families and the workforce. An experiment to provide small personal care and comfort items to patients and families developed into a compassionate program of kindness that elevated the human experience in
This is the second 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
Individuals want to interact with people who look like they do, and while many organizations have recognized the importance of diversity within their hired staff, the traditional volunteers in some organizations may not reflect the demographics of the patient population. Join us for an open discussion on creating a JEDI volunteer workforce. Discover how to
Lynn Charbonneau MBA, CPXP | Director, Patient Relations and Guest Services, Tampa General Hospital During this webinar, you will learn about a new approach to grievance resolution through the use of grievance panels versus a committee. The approach includes key leaders who can make changes within the organization as a result of patient complaints. This
This paper explores the integration of a new recreational art program and how it impacted patient experience.
This paper identifies what bias looks like in healthcare settings and acknowledges its serious and lasting consequences on patient outcomes and overall experience. In this paper, healthcare leaders share what they have learned about addressing bias and the immediate need to begin rebuilding trust with those they serve. Patients and families share their lived experiences
Marisha DiCarlo, PhD, MPH | Vice President, Community Engagement, Advocacy and Health, Arkansas Children’s Erica Phillips, MA, CFRE, CAVS | Executive Director, Volunteer Engagement, Arkansas Children’s Through Arkansas Children’s Hospital’s (ACH) 2022 Community Health Needs Assessment (CHNA), implementation strategies were identified to prioritize and plan for evidence-based solutions to address top health needs for children
When an accident took Nicole Rakowski from her administrative role at Hamilton Health Services to being a patient, she gained a unique perspective on patient experience and was inspired to make a difference.
Jaime Harry, MSW, LCSW | Licensed Clinical Social Worker and Wellness Program Liaison, University of Texas Southwestern Medical Center Laura A. Kirk, MSPAS, PA-C, CPXP, DFAAPA | Assistant Director of Advanced Practice Providers, Ambulatory Services Office of Advanced Practice Providers, University of Texas Southwestern Medical Center This interactive webinar will provide an opportunity for participant
Delivering Veteran-centered advocacy services to honor, advance, and influence the provision of healthcare to America’s Veteran is the mission of the Veteran Health Administration’s (VHA) Office of Patient Advocacy (OPA). Three key strategic drivers set by OPA in carrying out this mission are: PEOPLE: Increase the trust of our Veterans by providing world-class customer service
By Risa Hanau, LCSW Clinical & Community Educator, AuthoraCare Collective There is a common saying in healthcare: “When you hear hoof beats, think horses not zebras.” The phrase acknowledges the hope that most people will have a common problem, not an uncommon one or a rare disease. While this saying might be true for the vast
Carole Stanford, CPSS Patient Experience Manager Furlong Vision Correction The patient is not always right. With healthcare facilities trending toward HCAHPS and Value-Based Purchasing reimbursement, this is a bold and shocking statement. Here is what I mean when I say the patient is not always right. We have all heard the saying, “Don’t sweat the
After realizing the limitations of survey data, Children’s Mercy Kansas City worked to pivot their approach to guiding hospital improvement by partnering with PatientsVoices, a company that provides an innovative AI solution that allows patients to tell their stories.
Staff at Gramercy Surgery Center noticed a number of redundancies in their internal workflows when communicating with patients that were leading to a diminished experience. In an effort to solve the redundancies, they turned to an innovative approach – asynchronous video.
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
This paper highlights perspectives from both volunteer leadership and the volunteers themselves on the value and means in which volunteers are recruited, developed and strategically deployed.
This connection call discusses rolling out and supporting successful Telehealth services.
This is the first 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
Angela Liu Zucker School of Medicine at Hofstra/Northwell Alicia W. Leong Icahn School of Medicine at Mount Sinai Alice Fornari Zucker School of Medicine at Hofstra/Northwell Taranjeet Kalra Ahuja Zucker School of Medicine at Hofstra/Northwell
Corey Adams, Researcher at the Australian Institute of Health Innovation, shares the impact of trauma on the patient experience. Corey shares his personal story of trauma and how we can alleviate the negative effects of trauma by building a culture of safety, kindness, trust, and respect.
Northwell sought the voices of patients to co-design an updated patient portal in response to the Cures Act.
Ann E. Doran, MHSM, MPA, CPHQ, CPHRM | Executive Director, Office of Patient Advocacy, Veterans Administration Kelly E. Holland, MHA, CPXP | Manager Patient/Family Experience, UVM Medical Center Robert Rahal, MPA, MCM | Patient Experience Officer, VA Central California Healthcare System Linda Van der Voort, MA, CPXP | Director, Patient Relations, Language and Disability Services,
Lost patient belongings are common in healthcare, occurring most often in inpatient units, outpatient units and the emergency department. Memorial Health Regional Services began an initiative dubbed “SKIDLS” as a call to action for staff to take better care of patients’ personal property.
Learn about the role of mobile patient engagement, including other learnings from the survey like the most used and desired mobile features and the biggest challenges organizations face when launching digital solutions.
While the PX Movement has pushed the needle significantly around the value of “patient voices,” patient stories are not being acted upon to bring about change and improvement.
Learn how to strengthen LGBTQIA+ inclusion, and how to better meet the needs of diverse and underrepresented populations in healthcare.
Hear the lived experience of what it’s like when a family member is going through cancer treatment.
Bob Pollard was a healthy 62-year-old when he was diagnosed with COVID-19, in the hospital and unable to breathe with a high likelihood of not making it through the night.
Hear an overview of the research that went into developing a Patient Advocate staffing model for more than 550 Patient Advocates spanning a 154 VA Medical Centers.
Gain tips on how your hospital’s mother-baby unit can cater to the special needs of this unique patient population before, during and after delivery.
Nikki Montgomery, Executive Director of Madvocator Educational and Healthcare Advocacy Training and Program Manager, Family Voices National, shares the impact of inequities and bias in healthcare from a patient’s perspective.
What is the root cause of the breakdown in trust, what does it mean for a healthcare organization to be trustworthy and how do we move ahead from here in rebuilding patient, family and community trust?
Learn strategies for creating a PFA co-design program that enables patients and families to participate as equal partners in innovating health care experiences.
Learn how the VA developed a program that addressed the needs of that vulnerable, yet often overlooked, population of veterans; using an innovative social prescription method that’s as old as time.
Paul Jaglowski, Co-Founder and Chief Strategy Officer at Feedtrail, shares his experience as a NICU dad and why personalized engagement is so important for not only the families and patients receiving care but also for the care teams and clinicians. Paul recommends best practices for engagement and recognition to elevate the care experience for all
This connection call focuses on how organizations are collaborating with other departments to improve patient acquisition and retention, and how they may be using digital platforms or programs to monitor consumer trends.
Alexie Puran MD, MS, FACEP, FAAP, CPXP, NYC Health + Hospitals discusses Behavioral Health Associates (BHAs), and how the incorporation of this new staff position has led to improvements in the care experience for psychiatric patients who board in the Pediatric ER.
Learn practical approaches of how to integrate patient and care team improvement efforts in your daily routine, comparing and contrasting approaches across a variety of settings.
This paper, written in collaboration with the Institute’s Patient Advocacy Council, examines how patient advocacy data – complaints and grievances – is used to improve patient experience in healthcare.
It is not uncommon in the American medical community that a personal narrative sparks a conversation about a controversial topic. In 1988 the Journal of American Medical Association published a narrative by a medical doctor which provoked a debate on euthanasia within the readership of the journal and the greater public. The testimony that I
Anticipating dire consequences, in 2020 the world braced itself for the unparalleled pandemic by resorting to unprecedented measures including stringent lockdowns, unforeseen social isolations, spotlight focus, resource diversions besides reorganized healthcare systems to name the quintessential few. Such unifocal convergence enhanced the vulnerabilities of patients dependent on non-COVID healthcare assistance. For a nation with a
The coronavirus pandemic has affected our health, social behavior, and quality of life. In addition to the deaths and morbidity, the crisis also affects all spheres in society. The objective of this study was to assess the perception of hospital patients and families regarding the pandemic. This is a descriptive study conducted May-July 2020 in
Patient and family engagement as part of the health care team is increasingly recommended to meet the objective of providing safer and more coordinated care, as well as enhancing patient satisfaction. This project explores both health care professionals’ and patients and families’ experiences with patient- and family-centred care (PFCC) and interprofessional practice (IPP). Data were
This mixed-methods study investigated the effects of the COVID-19 pandemic on Patient and Family Advisory Councils (PFACs) within children’s hospitals in the United States. Specifically, the study sought to understand how PFACs adapted operations as a result of the COVID-19 pandemic, how patient and family advisors (PFAs) were engaged in the response to COVID-19, and
The objective of this study is to explore patient and caregiver factors that shape the use of available resources to support caregiving for lung cancer patients undergoing treatment. A mixed-method study was conducted at one regional cancer centre within the Province of Ontario, Canada, using concurrent triangulation design. Adult patients with lung cancer (n=46) and
The NHS is committed to working with patient groups and the public to co-design health services to ensure that lived experience is used to optimise service design and delivery. This case study describes and considers methodologies used by commissioners to meaningfully engage and collaborate with patient groups to co-design respiratory services in a region of
The Hospital at Home (HaH) care model is naturally patient-centered, with improved patient and family experiences and outcomes firmly anchoring the innovative approach to care. Existing literature focuses largely on the health care and patient care outcomes of HaH; however, to date, none of the identified literature has reported on engaging patients and families in
Explore the 21st Century Cures Act, a federal mandate intended to increase transparency and patient access to personal health information, and the gap between information access and comprehension to make healthcare decisions.
Join us for this compelling and raw story of Risa’s journey to accepting support while coping with a rare disease.
Learn how and why conversational data is a gold mine for improving patient experiences, how this data can be accessed, and methods to translate analysis into action.
Learn more about cutting-edge technology and human-centered approaches to effectively drive organizational experience and innovation at an accelerated pace.
The guide for providers, care partners, policy makers and researchers is the foundation for this webinar’s panel discussion on what matters most to family members and care partners.
Explore a MLMS project focused on Veterans with spinal cord injuries with a brief overview of various forms of life-story work, such as narrative medicine, dignity therapy, and narrative therapy.
The Volunteer Services Department of Yale New Haven Hospital found an innovative way to keep their patients feeling connected and relaxed when visitation was suspended.
Mary Smith was diagnosed with COVID-19 early on in the pandemic. Since then, she has grappled with Long-COVID. In this podcast you will learn more about how Long-COVID impacts a person’s day to day life.
There is no excellence in the patient experience without great intention focused on creating a caring workplace culture.
Telling the story of one patient’s experience of care can memorably illustrate improvements or problems in a care pathway.
Embrace self-reflection and group interaction regarding cultural location, the relevance to cultural humility, and efficacy of both in patient engagement.
The Ministry of Health Saudi Arabia Patient Experience Measurement Program.
The gift of caring for a special needs child.
Jeff Cousins, member of The Beryl Institute’s GPFAB and Family-Centered Care Consultant, AdventHealth shares how his organization uses Compassion Rounds to provide emotional and spiritual support to families and caretakers during difficult hospital stays.
Discover how a group of organizations embarked on a journey to create a predictive patient experience algorithm to predict if patients are having positive or negative experiences in real-time.
Katie Haifley, CPXP, Co-founder COO/CMO, Nobl Health shares how leadership rounding on patients can have a profound impact on a patient’s experience when a leader builds a relationship with the patient based on empathy, respect and trust.
During the height of the pandemic, staff at the Visiting Nursing Association Health Group developed an innovative experiential program called “Blessing of the Buildings.”
Glenda Sirota lives in Chicago, is 80 years old and says she is “living her best life” after a series of extreme medical events that placed her in a coma for 28 days.
This article is a narrative of one patient’s experience during COVID-19. As a non-COVID patient, she shares her personal fears, the fears of others in her family and the fears of the healthcare professionals. These fears have made navigating the healthcare systems stressful for patients but also caused patients to avoid them completely. In some
Providers strive to help patients live the best, healthiest life they are capable of living. However, those efforts should involve a careful assessment of what the patient’s optimal health status is. It is deleterious to the therapeutic relationship to drive a patient towards a health status they are not able to attain. This article provides
We examine the experiences of Consumer Representatives participating in consumer engagement activities across a public health service in NSW, Australia. A team of Consumer Representatives and staff members use a participatory, constructivist paradigm and a hermeneutic phenomenological approach to analyse ten interviews with Consumer Representatives over three years 2017-2019, and three focus groups in 2020.
There has been a proliferation of patient engagement (PE) in healthcare activities. However, the concept of “engagement” has existed for decades; the first Patient and Family Advisory Committees (PFACs) in North America were formed in the 1970s. These committees are an important mechanism for involving patients and family and have proliferated across the healthcare sector.
The objective of this patient-led study was to explore the motivations, experiences, and aspirations of people living with metastatic cancer who volunteer in patient engagement. This qualitative study filled a gap in lived experience research about patient engagement by focusing on an oft ignored population – those living with metastatic cancer. We used a patient-oriented
Patient engagement in primary care has been the focus of many studies; however, little research has evaluated its added value to organisational management in an academic community-based primary care practice (ACBPCP). In 2017, managers of an ACBPCP in Montreal, Canada, decided to integrate patients into the organization’s management committee to enhance the quality and relevance
Hear lessons learned, available caregiver resources, as well as resource strategies that have been implemented to help support caregivers beyond the project and through the COVID pandemic.
What is the relationship between nurse satisfaction and patient experience? What are some strategies to address and prevent provider burnout?
Dr. Grace Cordovano is a board certified patient advocate with a wealth of experience navigating the US healthcare system on behalf of herself, family and clients.
Networking and shared learning in a virtual environment.
Prince Taylor, Deputy Director, VA Center for Development and Civic Engagement, discusses loneliness and its negative impact on our health and how social prescribing can change provide non-medical intervention and positively effect patient outcomes.
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.
As a Black woman and a patient, the author describes what it is like navigating healthcare as a person of color in the U.S. Fully aware of the disparities that exist in healthcare, she shares her personal roadmap for assessing equity as a patient searching for a new provider. In the absence of standardized ways
A physician shares the story of his brother’s experience in an ICU, how the hospital caring for him failed him as a human being, and how the pain of not being properly cared for and not being treated with dignity and respect left the patient feeling he would be better off dead. In the back
In Canada and the USA, about 30% of people with HIV are uninsured or not covered by government-subsidized health insurance. This paper presents a patient’s narrative of his experience being diagnosed with HIV and accessing care in the midst of his process of immigrating to and studying in Canada. The narrative explores how Vincent Croft
Enduring multiple sources of marginalization, lesbian, gay, bisexual, transgender, and/or queer (LGBTQ+) youth of color living at the United States-Mexico border navigate stigma and health challenges surrounding their LGBTQ+ and ethnic identities. This study sought to delineate barriers to health care experienced by marginalized young adult patients. We qualitatively examined the patient experiences of 41
Liddy Deacon, Assistant Vice President, Patient and Provider Advocacy with Ochsner Health shares the importance of communication when evaluating RCAs and grievances.
This first paper from the Institute’s Global Council includes accounts from individuals committed to elevating the conversation on human experience and expanding the global experience movement.
Successful integration of standard processes and lean methodologies provide a strong basis for personalized patient care at Wellstar Paulding Hospital, but data-driven excellence requires ongoing evaluation and improvement efforts to maintain and exceed prior performance. With their eye on the Baldrige Award for Healthcare, Wellstar Paulding Hospital knew that their current digital rounding platform was not
When Tanya Lord’s son, Noah, was born she was a pathologically shy mom who had found her purpose in motherhood. After Noah tragically died from medical error, Tanya was adrift in a sea of grief. Tanya shares “grief found my voice and improved my purpose.” You won’t want to miss this story about a mother’s love and how her grief drove her to make change in the world.
Explores the results of an Experience-based Co-design project, done virtually, that took an innovative approach to recruit individuals who use or have a history of using substances.
Explore the power of the PFA and how co-design is crucial for the future of healthcare.
Matthew D. Schulz, M.A., Physician Relations Manager, Marketing & Communications Department, Central California Medical Group at University Center of Excellence shares that each interaction and conversation you have with a patient, no matter how small it might seem, can have a big and lasting impact.
Hear how Lakeridge Health staff and Patient and Family Experience Advisors (PFEA),kept engagement and collaboration a priority – even through the pandemic
If your organization is looking to build or rebuild a Patient and Family Advisor Program, this webinar may just be the spark of inspiration you are looking for.
Whether for telehealth appointments or for virtual connection during hospitalizations and long-term care, access to technology has the potential to greatly increase family and care partner engagement with the healthcare team. In order to meet patient needs and involve care partners effectively, healthcare leaders must ensure that technology doesn’t become a social determinant of health.
Partnership in care and patient engagement is an expanding approach and tremendously promising for improving the quality of healthcare services. However, the approach could be subject to many issues and challenges of various kinds. In this paper, we develop a reflection of the challenges and issues that the approach of patient engagement and partnership in
The ravages of COVID -19 and the no visitor policies that accompany it have forged a tectonic shift in the patient and family experience. This hit home for me with a recent family member health event and hospitalization, leading me to think “we HAVE to do better!” Why should hospitals and health systems care about family involvement
With the emergence of the coronavirus (COVID-19) pandemic in the United States in early 2020, hospitals across the country made the difficult decision to alter visitation policies, by either limiting visitations or restricting visitations altogether by closing access to family, friends and care partners in an effort to reduce further spread of the virus. While
In April 2020, the New York State Department of Health issued guidelines regarding suspension of hospital visitation due to coronavirus disease 2019 to protect staff and patients and prevent spread of the virus. Recognizing that patients would need extraordinary emotional support as they faced this frightening journey, two hospitals from a health system in the
Effective communication between health professionals and patients is essential to patient safety and quality care. Primary care providers seeking specialist advice to manage patients’ conditions in the community has recently been adopted to improve timely access to specialty care and increase the efficacy of the referral process. To understand patients’ and family caregivers’ perceptions on
The aim of the present evaluation was to evaluate the use of an online digital platform (ODP) to deliver patient education and support (PES) to patients undergoing total hip replacement (THR) and total knee replacement (TKR) surgery. Six objectives were outlined to assess the following areas: patient engagement; ease of use; understanding of information; quantity
The onset of any emerging outbreak is stressful for everyone. Singapore was one of many countries affected early by COVID-19. In response, many precautionary measures were quickly initiated, including the isolation of suspected COVID-19 pediatric cases, and their caregivers were isolated together with their hospitalized children as a result. Caregivers play an important role in
The objective of this study was to explore patients’ experiences when preparing for and undergoing general surgery at a large tertiary hospital. Findings aimed to inform the development of a prehabilitation program to empower patients to optimize their recovery and enhance their experience of general surgery. A qualitative exploratory research approach was utilized. Patients (>18 years)
Community Psychiatric Services for the Elderly (CPSE) at a large teaching hospital in Toronto has offered a monthly support group for caregivers of persons with dementia for over 30 years. Participants were surveyed in January 2018 about group attendance, benefits of attending the group, and areas for improvement. Results are shared in this case study.
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.
Patti Lael, RN, BSN, CPXP, Clinical Education Specialist at SONIFI Health, shares that by intentionally focusing on successful transitional care, you are also setting up patients for continued positive health outcomes, decreasing the likelihood of readmissions and improving the patient experience from admit to discharge and beyond.
Listen as the team from Harris Health System discusses how COVID-19 forced them to evaluate the relevancy of their volunteer programs once traditional onsite programs had to be suspended.
Jono Broad grew up with a diagnosis of bronchiectasis only to learn well into adulthood that the correct diagnosis was cystic fibrosis.
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.
Explore the Second aim in the Care Teams segment of The New Existence: Invite and Activate Partnership.
Ryan Fowler “never wanted for anything” growing up but found himself self-medicating with drugs and alcohol in his teens and 20’s, resulting in full-blown addiction.
Explore the first aim in the Care Teams segment of The New Existence: Redefine the Care Team. This segment calls on us to “redefine and advance the integrated nature of and critical role patients and their circle of support play on care teams.”
Experience the power of a simple question and learn the strategic steps a large health system took to build momentum around patient engagement.
A mom who lost her baby in the NICU, Isabela has taken those difficult experiences and turned them into both her personal and professional motivation to do and be better. Y
Using empathy training to improve patient experience.
Learn how NSW Health is working with people (patients, carers, families & communities) and CEC staff to promote and embed a fundamentally different approach to how we partner and where we focus our improvement work.
Gain an insight into the Always Events® methodology which enables the co-design and consistent implementation of improvements that address what matters most to patients.
Learn about a program to help patients better utilize the plethora of digital tools and resources available to them and their care partners throughout treatment beyond.
Partnership between patients and their families/significant others with trained healthcare team members in a supportive environment are key for improving outcomes for patients with dementia in the acute care setting.
Rosie Bartel is a powerful voice for patients and families. After an infection changed her life forever, she chose to share her story and help organizations working to improve patient experience across the US.
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.
Explore the development of a hospital-wide bereavement committee to implement and improve end-of-life services in a pediatric hospital,
How does a patient find a culturally competent provider?
Hear how a parent to parent model supporting families who have children with life threatening medical conditions is effective in stress reduction.
Learn about the impact of fear on patient outcomes and experience. We also explore parent’s greatest fears and how caregivers can best alleviate those fear
The Beryl Institute and Ipsos released its findings from the third PX Pulse, a quarterly tracking survey and a first of its kind effort to elevate understanding and track current perspectives on patient experience in healthcare across the United States.
Learn about Mount Sinai Health System’s Spanish-Language Preferred OpenNotes Patient Navigation Program.
Learn more about patient focused quality improvement and the benefits of using proven tools such as Experience-Based Co-Design (EBCD) and Patient and Family Centered Care (PFCC).
The second edition of the quarterly survey comes amidst the COVID-19 pandemic, and finds that while fewer Americans are visiting primary care physicians and specialists, their level of satisfaction with their healthcare has significantly increased since the last Pulse in January.
Better understand food insecurity – the scope and impact, and how MetroHealth is responding. Specific programs and partnerships are highlighted, including stories that demonstrate the impact on patients.
“A Complicated Gift”: Erin Moore knew her children had a 25% chance of having cystic fibrosis and, with the birth of her son 10 years ago, her family saw that statistic come to life.
Learn how your organization can improve patient satisfaction by performing these best practices with purpose, as well as a targeted focus.
Brenda Radford, Director, Member Engagement at Amerihealth Caritas, shares six recommendations to effectively resolve your patient’s complaints and grievances.
Professor Curt Taylor is a highly successful Game Theorist and athlete who also happens to navigate the world without sight.
Curt shares candid thoughts on some “do’s” and “don’ts” for engaging with people without sight. Some of it may surprise you, some of it might make you cringe and all of it will inspire you.
Lara Goorland, Senior Director, Clinical Operations at PWNHealth, shares that making access to care easier and having access to virtual care is critical as the healthcare world continues to evolve.
Laurie dives deeper into the cancer treatments she went through and her personal reaction her changing body.
On the Road with Hennepin Healthcare – January 2020 by Jason A. Wolf, PhD, CPXP My latest On the Road visit brought me to a place deeply rooted in its community, storied in history, focused on service and committed to those with the greatest needs. At Hennepin Healthcare I was honored to meet team members,
Laurie was a working mom living in New York City when a diagnosis of breast cancer turned her life upside down.
If “patient values guide clinical decisions” what does that mean in the context of euthanasia?
On the Road with Memorial Care Long Beach Medical Center – December 2019 by Natalie McKay and Stacy Palmer, CPXP Our latest On the Road took us to Southern California where we learned about the incredible patient experience work happening at MemorialCare Long Beach Medical Center (LBMC) and Miller Children’s and Women’s Hospital Long Beach (MCWHLB).
Is there a bia against people living with mental illness?
A patient and therapist’s perspectives on dealing with mentail illness.
On the Road with Sutter Health, Northern California – November 2019 by Tiffany Christensen, CPXP Our latest On the Road took me to Sutter Health, a large integrated health system in Northern California with over 53,000 employees, 14,000 physicians and advanced practice clinicians, 24 hospitals, 2,000 ambulatory clinics and eight behavioral health centers. Looking through
How is the Baby Boomer Generation already impacting the landscape of Long Term Care?
Is it wrong to eat homemade pie when we visit a patient in their home? See what you think after hearing from Nicole Claggett and Cooper Linton.
Learn practical approaches that can be implemented within any hospital or practice to ensure you’re providing equal access to healthcare services for everyone.
Police officers are trained to keep a community safe. But what if that community is within the walls of a hospital?
Incorporating patients with disabilities into the DEI practices.
The aim of this project was to determine if having patient/family advisors partnering with unit/site/program staff to develop and implement a tool to gather real-time patient experiences, is a feasible measure of what works well and where improvements are needed.
Through the voices of patient advocate contributors, this PX paper explores the important role that patient advocates, both organization-based and independent, play in supporting patients and caregivers.
Improving the patient experience for people with disabilities.
Dr. Rana Awdish shares her harrowing journey from doctor to critically ill patient, in her 2018 memoir, “In Shock.”
Neurosurgeon, Erik Hauck, saved Kara’s life after an unexpected bleed in her brain.
Four patient advocates from around the US, responsible for addressing complaints and grievances within their healthcare setting, are honest about the challenges of joy in this unique healthcare role.
Hear about University Hospitals’ Patient and Family Engagement program, and how UH works with their 175 patient family partners (PFPs) to improve outcomes in safety, quality and experience.
Introducing play therapy for pediatric inpatients and their families.
On the Road with St. Joseph’s Health – Wayne/Paterson, NJ – May 2019 by Jason A. Wolf, PhD, CPXP A Cornerstone of Compassion Our latest On the Road presented a profound opportunity for me. Not only is St. Joseph’s Health and its flagship St. Joseph’s University Medical Center housed in one of the most diverse
Explore the use of volunteer peer mentors to support patients and families going through youth care transitions at the Alberta Children’s Hospital.
A qualitative approach to understanding patient perspectives about being engaged in patient safety at the clinical level.
Understand a variety of levers available to multispecialty groups to improve performance related to patient experience and show how a compensation model was adjusted to emphasize patient satisfaction.
Normalizing the dying experience, supporting loved ones, and accommodating familial and cultural precedent through this process clears the way for both patient and caregiver to be present and participate fully in the end-of-life experience.
Hear how Kaiser Permanente, in an effort to provide their transgender community expanded and holistic care, utilized a human centered CoDesign methodology to create a large scale, multi-region peer navigation program.
On the Road with Sentara Healthcare – October 2018 by Stacy Palmer, CPXP Our latest On the Road allowed us to spend time in three of the twelve hospitals in Sentara Healthcare, an integrated, not-for-profit system that includes four medical groups, Nightingale Regional Air Ambulance and ground medical transport, senior care, home care and hospice,
This small-scale qualitative pilot project explored the utility, efficacy, and impact of a hospital-based tool, entitled This is My Child, for children with autism.
The study engaged 2,000 respondents across four continents and shares the perspectives of consumers of healthcare on the patient experience, its importance, the critical factors that impact its success and how it will influence individual choices in healthcare.
On the Road at Patient Experience Conference 2018 – April 2018 by The Beryl Institute Team Patient Experience Conference represents a time of learning and intentional networking for the patient experience community through identifying strategies and discovering solutions in improving patient experience at their organizations. These three days in Chicago also represented a time of
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
Gain a deep understanding of the impact of illness on relationship, and approaches to use with patients and caregivers.
This presentation provides clinicians and non-clinicians of all levels of experience and working in varied clinical settings with fundamental information to improve their ability to provide culturally competent, welcoming, and supportive care to transgender patients.
Grace Hwang, Executive Director of Health at IDEO, discusses the collaboration with Planned Parenthood to create the Hub and Recovery, a comprehensive set of design guidelines based on human-centered design research with patients and employees. The partnership began with a shared belief that a well-designed health care experience should not be a luxury.
Learn specific steps taken and the outcomes achieved in empowering a parent task force focused on supporting young adults as they transitioned to adult care services.
On the Road with Hospital Sírio-Libanês – September 2017 by Jason Wolf, PhD A Foundation of Collaboration My latest On the Road took me back to the warm and welcoming streets of São Paulo, Brazil and the Hospital Sírio-Libanês, an integrated system with units in both the private and public health sectors and reaching from
On the Road with Marshfield Clinic – August 2017 by Deanna Frings Our latest On the Road took me through my home state of Wisconsin to Marshfield Clinic Health System (MCHS), a regional destination for world class health care for over 100 years. It was founded in 1916 by six physicians coming together to care
Explore several best practices that improve Caregiver Experience and subsequently Patient Experience. #WherePXmeetsCX
On the Road in NSW and WA, Australia – May 2017 by Jason A. Wolf. PhD, CPXP Reinforcing the Global Nature of Patient Experience In my recent blog published while still on my visit to Australia this April/May, I reflected that in engaging in the expanding conversation on patient experience excellence around the globe, there
Creating an environment focused on greater cultural competence will improve the interactions between patients and the hospital team.
Provide Patient and Family Advisors the skills and tools needed to be an effective improvement team member. Including the patient voice is important when initiating new processes, design, and policies as well as when making improvements.
On the Road – Patient Experience Conference 2017 – March 2017 by The Beryl Institute Team Patient Experience Conference represents a year of significant work since the community last came together. These three days continue to be a reminder of the importance of a commitment to experience and to ensure it remains at the heart
On the Road with Littleton Adventist Hospital – February 2017 by Stacy Palmer Our latest On the Road took us to Colorado’s front range to visit Littleton Adventist Hospital (LAH). A full-service medical center south of Denver that has provided compassionate health care for more than 25 years, LAH is one of 17 hospitals in
Learn how a redesign of direct and individualized patient engagement has become healthcare’s new baseline and provides for return on value as associated to the affects on stress, anxiety, pain, mood, and outlook on recovery.
Learn important skills on engaging patients and families in their own healthcare journey.
Learn how incorporating PFCC into workflows reinvigorates and engages caregivers and explore strategies for improving the health of populations and flipping focus from “What’s the matter?” to “What matters to you?”
How do we creatively and practically measure Patient and Family Engagement? Learn and discuss difficulties of using established measurement methods and the possibility of developing new ones.
On the Road with Christiana Care Health System – November 2016 by Deanna Frings & Natalie McKay As part of our Regional Roundtable event in Delaware last month, we had the opportunity to go On the Road with the team at Christiana Care Health System. It was an honor visiting with the Patient Experience Team
This paper explores the value and impact caregivers have on the broader patient experience efforts in healthcare.
Karen N. Drenkard, PhD, RN, NE-BA, Senior Vice President/Chief Nursing Officer at GetWellNetwork, shares phases of an interactive care model engaging both the patient and the clinician one conversation at a time. While much has been written about the need for patient and family engagement, this model is a new approach on the “how.”
Hear an overview of PFA engagement strategies employed by top PFE-performing organizations across the country.
On the Road with The MetroHealth System – October 2016 by Jason Wolf As part of our Regional Roundtable Meeting in Cleveland this year I was honored to spend time On the Road with the team from MetroHealth. What I learned and experienced directly was a passion and commitment to experience excellence grounded in a
Childrens Hospital of Philadelphia (CHOP) has undertaken a deliberate strategic initiative to assure the guiding principles for family centered care are enacted for lesbian, gay, bisexual, transgendered and questioning (LGBTQ) patients and families.
On the Road with Centra Health – September 2016 by Stacy Palmer This summer I had the opportunity to spend two days nestled in the foothills of the Blue Ridge Mountains engaging with Centra Health as they kicked-off a system-wide patient experience focus. Located in Lynchburg, Virginia, Centra is a regional non-profit healthcare system providing
This training is designed for those who have already built a solid structure for PFA engagement and now are ready to improve the qualities of partnership.
Learn the concrete strategies to design, implement and sustain an effective Patient/Family Advisory Council (PFAC) Program.
Asking the right questions when rounding can lead to a wealth of information that can be used to win loyal patients, to influence patients’ perception of their care, and to market to your community.
D’Anna Holmes, Program Manager, Patient Engagement, Northwestern Memorial Hospital, shares her patient experience journey as a mom and provides three things she’s learned from her experiences to apply every day as a patient experience professional.
Marcus Engel, Founder and Speaker, I’m Here Movement, shares his personal patient experience story and discusses how to actively listen to patients in order to empathize with their situations.
Ann Hagensen, RN, Project Manager, Patient Relations & Service and Kathy Leicester, Patient and Family Volunteer, Virginia Mason Medical Center, share three components of wisdom regarding equal partnerships with patients and families.
Sumita Khatri, Physician/Co-Director Asthma Center/Facilitator, Center for Excellence in Healthcare Communication, Cleveland Clinic, discusses tools for intentional verbal communication of empathy with patients. By engaging in reflective listening enhancement, healthcare providers can aid one’s ability to hone in on the patient’s problems and have a unifying and personalized plan.
University of Michigan’s Neonatal Brachial Plexus Palsy (NBPP) Program was designed with the vision and mission to better the lives of patients with NBPP and to provide the best interdisciplinary care through collaboration, teaching and innovation while employing the principles of patient family-centered care.
The first experience for almost every patient with an Ambulatory Center appointment at MD Anderson Cancer is in the Diagnostic Center, which is the patient’s first encounter with the institution of the day and often impacts the patient’s perception of the entire experience during their visit.
The goal of this study was to interview all patients readmitted within 30 days to general medicine and cardiology services, in order to illuminate patient-identified events, experiences or perceptions that are associated with more frequent and/or more preventable hospital readmissions.
To build a strong PFCC culture throughout the entire system, Methodist Le Bonheur Healthcare diagnosed cultural strengths and opportunities and provided tools and training to define and reinforce the organization’s Power of One culture.
WellSpan Center for Mind/Body Health and WellSpan Preventive Cardiology developed an eight-week mindfulness training program to address the needs of cardiac patients with stress from chronic illness to study whether the intervention altered cardiac patients’ experience of anxiety, depression, fatigue and pain.
Barbara Lewis, Founder, Joan’s Family Bill of Rights explores the wide range of courses and techniques incorporated in medical school education focused on patient experience.
Bernard Roberson, Administrative Director, Family Services Development, Georgia Regents University and Health System, identifies a variety of ways to recruit patient and family advisors as part of the healthcare team.
Using an evidenced-based practice approach, Good Shepherd Medical Center Women’s & Children’s Services in Longview, TX promoted enhancing the current Great Expectations program to support and foster a more positive patient experience from prenatal care to delivery through the return home.
Mary Ann Dragon, Director, Patient and Family Services, Rainbow Babies and Children’s’ and MacDonald Women’s Hospitals University Hospitals, discusses why we should care about what matters most to patients and families. Communicating and making connections show us how to individualize care to support patient and family engagement and participation in the plan of care.
The purpose of this research was to develop, implement and evaluate an ICU nurse communication intervention using feedback from nurses and family members of ICU patients.
This research focused on how a PFCC bundle and educational video could improve families’ satisfaction with communication, collaboration and care provided to their loved one.
This paper shares insights on patient experience gained in speaking with 18 courageous patients and family members from healthcare practitioners to patient advocates.
Align real time patient grievance data with initiatives for employee training for improving communication, revamping employee on-boarding, and reviewing and revamping operational processes, including parking garage logistics to discharge planning.
Sharon Cross, Program Manager, Ohio State University Wexner Medical, focuses on various methods to begin utilizing patient/family feedback in healthcare organizations. Mechanisms for feedback may include the creation of an advisory council or holding single meetings, but options vary greatly from one organization to the next depending on the organization size, culture and focus on
Andrew Gallan, Assistant Professor at DePaul University, shares a theory-tested strategy to help you think about how your organization structures its service recovery strategy, and what elements it might be missing. Gallan describes three elements of the theory and offers steps for organizations to formulate an effective service recovery strategy to drive patient experience improvement.
A journey map tells the story from the patients’ perspective resulting in a visual representation to encourage employees from across their organization to understand the totality of the patients’ experience and focus on the patients’ needs.
Learn about the critical elements framing patient experience as a field and answer the call to action, identifying what we can do as individuals, organizations and as a healthcare system overall, to refocus the heart of healthcare.
Explore emerging methods of analyzing patient narratives to understand the root causes of good and bad ratings in order to act swiftly on what their patients tell them.
On the Road with Patient Experience Conference 2016 – April 2016 by Natalie McKay Patient Experience Conference continues to be a reflection of what all our community has accomplished together and a place for both recharging and for learning. PX2016 consisted of three days exemplifying a year of significant work and major accomplishments for the
A well-written response to any patient concern is invaluable in providing final closure and conveying compassion when things don’t go as planned.
Consider the impact of hearing directly from children and young people about what matters to them in healthcare and what this means for local and national improvement programs.
What are the concrete communication skills for expressing your views, making suggestions and pushing for improvement—in a way that reduces resistance to your messages and increases the likelihood of you having a very positive impact?
Leave this training with a clear understanding of the necessary steps for establishing effective partnerships and for becoming a top PFE-performer among healthcare organizations.
Take an in-depth look at Shared-Decision Making and learn why it is key to managing population health, improving patient outcomes, increasing patient engagement, and reducing healthcare costs.
Learn how to operationalize the ETeam® tool to empower patients and hold their healthcare provider accountable and responsible for assessing, treating and diagnosing the patient’s medical condition(s).
On the Road with Southeast Louisiana Veteran’s Healthcare System – November 2015 by Stacy Palmer Our latest On the Road took me to the spirited city of New Orleans where the Southeast Louisiana Veteran’s Health Care System has recovered from the devastation of Hurricane Katrina over 10 years ago with amazing determination and an unwavering
Learn ways to help patients self-advocate by ensuring recognition of early warning signs, as well as a patient’s willingness and ability to seek help when needed.
Project True North brought together staff and patients in a team atmosphere and applied a quality improvement framework towards patient satisfaction.
Discover how hospital leadership and staff integrate patient and family engagement while recognizing that it leads to improved patient and family experiences and quality care.
This paper helps us understand the value of the role of patient advocates in healthcare.
On the Road with Allina Health – July 2015 by Deanna Frings Our latest On the Road took me to Allina Health where they are helping people live healthier lives in communities throughout Minnesota and western Wisconsin. Allina Health is a large integrated health care system providing a full range of services with over 26,000
True patient engagement involves so much more than technology and it starts with patient experience. It is the relationship between patient and all levels of care providers that profoundly influences a patient’s willingness to engage.
On the Road with The Beatitudes Campus – June 2015 by Stacy Palmer Our most recent On the Road took me to the desert climate of Phoenix where I had the pleasure to spend the day on The Beatitudes Campus, a faith-based community known as a leader in the field of aging services. With over
Examine volunteer programs that have improved bottom-line outcomes such as patient satisfaction, safety and quality and introduce a simple assessment process for determining a volunteer program’s patient- and family-centeredness.
On the Road with UH Rainbow Babies and Children’s Hospital – May 2015 by Jason A. Wolf, Ph.D. My most recent On the Road visit took me to University Hospitals Case Medical Center Rainbow Babies and Children’s Hospital. My host for the visit, Mary Ann Dragon, Director, Patient and Family Services, is also an active
On the Road – Patient Experience Conference 2015 – April 2015 by The Beryl Institute Team Patient Experience Conference 2015 officially opened with the voices, faces and stories of patients and families. From practice settings to long-term care residents, from adult care to pediatrics, these families and individuals helped answer a critical question – what
Learn how to build a high performing team focused on the patient experience based on tips, tools and techniques shared from a mom who empowered her son to thrive after multiple operations with Crohn’s Disease.
The Six Step Patient and Family Centered Care Methodology and Practice (PFCC M/P) is an Experience-Based Design methodology that has the goal of providing ideal care experiences for patients and families by viewing all care through their eyes.
Learn about Mission Control, a performance improvement initiative that develops innovative solutions to persistent frustrations experienced by patients and caregivers through a goal-oriented, creative, and carefully planned approach that provides focus and speed.
Hear concrete suggestions on how to close the gap between patients’ expectations and reality, boosting HCAHPS scores.
Hear real life examples from 15 years of history of gathering and acting upon feedback from patients and their families.
Gain insight into successful ways to involve patients and families on committees with staff through preparation of both the committee members and the advisor.
On the Road at Patient Experience Conference 2014 – April 2014 by Natalie McKay Our On the Road series highlights dynamic conversation and the patient experience movement throughout the globe, which leads us to this month’s Patient Experience (PX) Conference 2014 in Chicago. With close to 700 participants from 10 countries and 42 states, this
Organizations use customer insight to change how they think about the customer experience and build the experience accordingly. Explore how this insight is changing the way patient experience is designed, delivered and managed.
The philosophy and methods of Experience-Based Design (EBD) are helping organizations better understanding the experiences and emotions of those receiving and delivering our healthcare services.
Explore a tool and orientation process that has contributed to sustained improvements of 10 percentile points in patient satisfaction overall mean score in an Emergency Department.
This presentation uses the IHI Framework for Leadership for Improvement to describe leadership actions and skills that advance patient-family centered care practices across a variety of settings.
On the Road with WellSpan Health – October 2013 by Jason A. Wolf Our October On the Road led me to the rolling hills of central Pennsylvania and the first signs of fall. But amidst the cooling air and changing leaves was a healthcare system hard at work on a broad effort to impact the
To support the cancer patient journey, the creation of a Patient and Family Advisory Council (PFAC) within Cancer Care Ontario (CCO) has ensured a consistent and standardized approach for all divisions/programs involved in patient engagement.
On the Road with William Osler Health System – July 2013 by Jason A. Wolf Patient-Inspired Care Continuing the global dialog on patient experience improvement I was honored to be invited to William Osler Health System (Osler) in Brampton, Ontario, Canada to speak at the community kick off of their new strategic plan. I also
On the Road at Patient Experience Conference 2013 – April 2013 by Jason A. Wolf At The Beryl Institute one of the first efforts we put in place, in conjunction with framing the definition of patient experience and establishing a patient experience grant program, was our On the Road series. The idea of this effort
Examine the benefits of being a patient and family advisor and the benefits for leadership, faculty and staff who embrace the vitality of the patient experience.
Learn the key components of implementing a skills lab which can be used to validate staff competency in the use of this model of patient and family centered communication.
Learn about a tool that ensures staff knows what matters most to each individual patient in order to personalize their care.
It is the Advocate’s duty to manage difficult situations and help resolve complicated issues, with appropriate departments across the facility, to mitigate risk and improve the overall patient experience.
Walk through a best practice which demonstrates an effective protocol for managing disruptive behavior among patients and families.
Reid implemented The Patient’s VOICE® program to enable its directors and managers to train, coach and reinforce its 2,000 employees’ abilities to ask for, listen and respond to each Patient’s VOICE.
The session chronicles Memorial Health University Medical Center’s journey to implement family presence and the patient and family model of care delivery in a closed ICU setting.
On the Road at The Beryl Institute Regional Roundtable Chicago – September 2012 by Jason A. Wolf The latest On the Road took us to Chicago and to Northwestern Memorial Hospital, our host for the most recent Regional Roundtable from The Beryl Institute. Most often on our On the Road visits we spend time in
PFCC is a journey and a practice that should span the lifetime. This webinar shares how minor practice adjustments can and do improve the patient/family experience as well as reduce medical related errors throughout the continuum of care.
Receive an overview of the PFCC M/P approach to transforming care and culture in any organization and how it also enables co-designing of care experiences by partnering with patients and families and health care providers in the design process.
Ten tactics to drive results will be uncovered by examining the value of reality vs. perception, why doctors do what they do and how they can improve patient experience.
Understand the use and benefits of Patient Advisory Councils (PACs) along with key principles for success in starting a new PAC.
On the Road with Children’s National Medical Center – January 2012 by Jason A. Wolf I had the honor to start our 2012 On the Road series at Children’s National Medical Center in Washington, DC. Children’s National is the only exclusive provider of acute pediatric care in the metropolitan Washington area, and is the only
Learn how to use detailed stories of a patient’s life to deliver patient-centered care to the heart and soul of the PATIENT, not the room number, diagnosis or revenue source.
Learn specific methods for planning and implementing a PFAC, including coordination of a planning team to complete the foundational work of the PFAC.
This session reveals the results of a three-year study on the 10 things that patients fear most and how we can substantially change the patient’s perception of care by asking just one question.
Discuss how to plan a successful fundraiser, engage volunteers to support the fundraising process, and involve the community in your fundraising efforts.
Hear how two hospitals worked together to learn what support was needed from the perspective of their employees. They focused on collaboration, engagement and deployment of external recruitment efforts.
Explore the evidence for advancing patient and family engagement, identify strategies used by leading organizations to engage patients and families as quality and safety partners and determine specific opportunities for volunteers to be partners.
Learn different methods, using various mediums, to train volunteer mentors on the best ways to utilize volunteers and identify which methods will best fit your program and hospital.
Learn how to attract exceptional youth, become a viable asset to their hospital and community, develop and empower Volunteen leaders, increase dollar value of your volunteer program.
Learn the most common requests from students in the community, learn about two programs that address these requests and receive steps for program implementation at your organizations.
Identify best practices to support a HPC volunteer program or any volunteer program.
Learn about new recruiting goal awareness, discuss utilizing community college nursing programs, and discover alternative solutions to Volunteer requests.