• Human Experience
    • Column One
      • Experience Pathway
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    • Column Two
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      • Caring for the Workforce
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      • Experience Leaders Circle
      • Nurse Executive Roundtable
      • C-Suite Roundtable
      • Global Experience Collaborative
    • Special Interest Communities
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      • Patient and Care Partner
      • Patient Advocacy
      • Pediatric
      • Long Term Care
        • Physician
      • Volunteer Professionals
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The Beryl Institute
  • LogOut
  • Account
  • Human Experience
    • Column One
      • Experience Pathway
        • Guiding Principles
        • Experience Framework
        • Transform HX
    • Column Two
      • Defining Experience
      • Declaration for Human Experience
      • Addressing Racism and Disparities
      • Caring for the Workforce
      • Engaging Patients & Care Partners
  • Resources
  • Events
    • Upcoming Events
    • ELEVATE PX
    • Speakers
    • Celebrations
      • PX Week
        • WMTY Day
      • Healthcare Volunteer Week
  • PX University
  • Community
    • PX Connect
      • Boards and Councils
      • PX Policy Forum
      • WMTY.world
      • Experience Leaders Circle
      • Nurse Executive Roundtable
      • C-Suite Roundtable
      • Global Experience Collaborative
    • Special Interest Communities
      • Ambulatory Care
      • Patient and Care Partner
      • Patient Advocacy
      • Pediatric
      • Long Term Care
        • Physician
      • Volunteer Professionals
  • About
    • About Us
      • Our Team
      • Community Profile
      • Supporting Partners
      • Speakers
    • Global Commitment
      • PX Journal
      • Awards
      • Press Releases
      • Books
  • Search
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Patient, Family & Community Engagement Resources

Event

PX Chat on PFA/PFACS: Sustaining/Growing (December 3, 2025)

Upcoming Event - December 3, 2025

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

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Event

PX Chat on PFA/PFACS: Revitalizing/Rebuilding (October 1, 2025)

Upcoming Event - October 1, 2025

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

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Event

A System-Wide Transformation in Human Experience at NSW Health

Upcoming Event - August 19, 2025
PXE Credit Available

Global Headliner Webinar Series (Complimentary) – Join us as we reflect, reconnect, and recommit to elevating the human experience—not as an initiative, but as a way of being. Tuesday, August 19, 2025 10:00 PM EDT – Eastern Daylight Time (New York) Wednesday, August 20, 2025 12:00 PM AEST – Australian Eastern Standard Time (Sydney, Melbourne,

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Event

PX Chat on PFA/PFACS: New/Getting Started (August 6, 2025)

Upcoming Event - August 6, 2025

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,

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Event

What Does Excellent Look Like?

Upcoming Event - July 15, 2025
PXE Credit Available

2pm ET / 1pm CT / 12pm MT / 11am PT – In this webinar, we will explore how the importance of connection and communication directly impacts the human experience in healthcare. Through the lens of “What Does Excellent Look Like?”, we’ll share a practical staff activity that uses a communication framework to identify and

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Event

PX Chat – Leading with Equity: DEI & the Patient Experience in Today’s Climate

Upcoming Event - June 18, 2025

12pm ET / 11am CT / 10am MT / 9am PT – In a time of heightened political and cultural tension, advancing diversity, equity, and inclusion (DEI) in healthcare is both more critical and more complex than ever. This PX Chat offers a dedicated space for members of The Beryl Institute focused on DEI efforts

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Event

PX Chat on PFA/PFACS: Sustaining/Growing (June 4, 2025)

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

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Webinar

The “What Matters to You” Movement: Fostering Sustainable Change in Healthcare

PXE Credit Available

Are you curious about how to ignite a movement within your organization that enhances care quality and workforce well-being and delivers a return on investment? Inspired by the global What Matters to You (WMTY) movement, this webinar will showcase successful improvement initiatives that have led to better quality outcomes, increased joy in work, and financial

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Webinar

ACR Patient Friendly Animations: Empowering Patients in Radiology

PXE Credit Available

 This webinar will review an initiative by the American College of Radiology Patient and Family Centered Care Commission to engage patients and empower them in their care. Most patients do not have the medical knowledge to understand the appropriate use of imaging tests for their clinical condition. To help address this issue, the ACR created

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Webinar

Starting a Pediatric Parent Advisory Council: Overcoming Adversity

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

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PXJ Article

Escuchame: A Story of Patient Resilience

This article is a narrative following a patient’s experience through the American Healthcare system. This article is written by a second-year medical student. During this time the individual repeatedly engaged in different specialties of medicine such as neurology, neurosurgery, oncology, emergency medicine, gynecology, and primary care. This narrative demonstrates how certain issues such as healthcare

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PXJ Article

A Qualitative Study Patients Expectations of Private Hospitals

Objectives: This study was conducted to explore patients’ expectations and perceptions of private healthcare facilities, understand the key factors influencing their choice of such facilities, also identify elements that enhance patient satisfaction and loyalty, enabling the development of actionable recommendations to improve patient-centered care in private healthcare settings. Method: A qualitative study using thematic analysis

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PXJ Article

My Life, My Story and Life Recovery among Veterans with Substance Use Problems

The United States Veterans Health Administration My Life, My Story (MLMS) program is a patient-centered care intervention where veterans are interviewed about their life story and may grant permission to include it in their electronic health record (EHR). Our purpose was to focus on a sample of MLMS narratives from veterans with self-disclosed substance use

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PXJ Article

Patient Perspectives on Implementing a Person-centered Care System: Experiences from the U.S. Veterans Health Administration’s Whole Health System of Care

Objectives. Replacing the disease-centered, paternalistic approach in healthcare with a person-centered model has become a widely recognized imperative. However, patients’ perspectives on and experiences with real-life efforts to implement this approach to care are rarely studied. We examined this issue at a health system with a prominent record of commitment to implementing person-centered care on

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PXJ Article

The patient ombudsperson’s experience of patient partnership and mutual understanding of rights

Mutual understanding between the patient and the healthcare professional can be considered a key factor of a positive patient experience in the care relationship. Mutual understanding can be promoted through patient partnership, which, in this personal and professional narrative, the author (a patient ombudsperson, known as patient ombudsman, and researcher of patient experience) describes as

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PXJ Article

Patient Perspective on Health Care Utilization at Two Free Clinics – A Qualitative Study

Millions of uninsured Americans access health care through free clinics, but their experience with the medical system is understudied. This study sought to understand patterns in free clinic patients’ experience with healthcare utilization through qualitative and descriptive analyses. Data were collected through face-to-face, open-ended interviews at two free clinics in an urban Florida community. The

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PXJ Article

The Impact of Learners on Patient Satisfaction in the Orthopedic Setting

This investigation evaluates the impact of learners and their post-graduate year (PGY) levels on patient satisfaction in the orthopedic outpatient clinic, an area with limited prior research. A retrospective cohort study was conducted using data from July 2020 to December 2022, involving 2,484 patients, with a 39% response rate. Satisfaction was measured via NRC Health

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PXJ Article

Cancer Partnerships Hub (CPH) Model: Implementing an Organizational Innovation to Enhance Engagement of Patient-Partner in Cancer Care Services

Patient partnership is rapidly becoming a cornerstone of effective care, with healthcare professionals recognizing the immense value of collaboration. This case study delves into the innovative Cancer Partnership Hub (CPH) model implemented at the Integrated University Health and Social Services Center of East Montreal Island (CIUSSS-EMTL) in Quebec, Canada. The CPH model exemplifies the integration

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PXJ Article

Adolescents with Cystic Fibrosis Expressing their Possible Selves through Photovoice: a Longitudinal Interpretative Phenomenological Analysis to Prepare a Peer Support Intervention for Healthcare Transitions

While the transition from pediatric to adult care has become a field of study and practice focused on preparing the adolescent to “become an adult with a chronic condition”, we are conducting participatory research to develop, implement, and evaluate a peer-support intervention aimed at supporting transition from pediatric to adult care for adolescents living with

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PXJ Article

Voices From the Journey: Exploring Rehabilitation Experience of Individuals with Disabilities in a South African Province

Background: Globally, 16% of the population is affected by disabilities, with increasing prevalence due to non-communicable diseases and longer lifespans. This group often faces shorter lifespans, poorer health, and greater challenges than non-disabled peers. Rehabilitation services are essential for improving independence, health, and quality of life by facilitating participation in education, work, and social roles. However,

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Blog

Family Support Liaisons: Improving Experience in the ED

By Lani Knutson and Daniela Milea  Children’s Wisconsin’s Emergency Department (ED) was confronted with two pressing challenges: a declining Net Promoter Score (NPS) and a significant surge in patient volume. A review of post-visit survey data revealed that 56% of negative comments over a three-month period were directly related to concerns about wait times and

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Podcast

Elevating Pediatric PX: Culture, Champions & the Power of Parent Advisors Episode Summary

This episode explores the evolution of a pediatric Patient Experience. Dive into core values, shared ownership, and practical strategies for building trust, driving change, and creating meaningful experiences for children, families, and staff.

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Blog

Elevating the Emergency Department Experience: The Impact of Experience Ambassadors

By Jill Koss, Cook Children’s Medical Center  At Cook Children’s Medical Center, we are committed to continuous innovation to enhance the patient and family experience. One key area of focus has been our Emergency Department (ED), where we identified an opportunity to improve the experience of waiting—both in the waiting area and after patients are placed

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Event

PX Chat on PFA/PFACS: Revitalizing/Rebuilding (April 9, 2025)

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

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Blog

Modeling Mutual Respect in Healthcare

By Kathy Saldana, MA, CPXP Imagine you have an interview for a job you really need. In fact, you won’t be able to pay your bills if you don’t get this job. Before entering the interview, you send a note to the interviewer that reads, “I have zero tolerance for disrespect. You will be removed

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Webinar

Our Journey to Improving the Experience of Patients 65+

PXE Credit Available

Join us for a panel discussion on enhancing patient experience for patients 65 and older. Experts will explore key population statistics, care challenges, and insights from consumer feedback to better understand patient needs. Learn strategies to improve communication clarity and address What Matters Most at every stage of care. Panelists will share lessons from a

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Blog

Building, Evolving, & Elevating PFACs: 8 Lessons Learned on My Journey from Advisor to PFAC Leader

By Vicki Mascareño Nelson My journey to becoming a Patient Experience Partner at the University of Vermont Medical Center (UVM) has been years in the making. It began in 2018 when I became a Patient/Family Advisor on the UVM Children’s Hospital PFAC. My daughter’s experience of living with chronic illnesses led me to want to

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Event

PX Chat on PFA/PFACS: New/Getting Started (February 5, 2025)

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,

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Webinar

Compassion Rounds: Connecting with Patients and Families Beyond a Diagnosis

PXE Credit Available

During a hospitalization, medical rounds address the patient’s physical needs but often fall short of addressing emotional and spiritual needs. Compassion rounds is an innovative program that focuses on a patient’s mind, body and spirit. It assists families in finding hope, strength, and peace. The goal is to empower patients and families to learn new

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Webinar

What Healthcare Providers Need to Know About Newcomer Health Equity

PXE Credit Available

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 gain a deeper understanding of the various categories of newcomers in each

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Webinar

Building Trust in Healthcare: Insights from UAB Medicine’s Humanistic Care Study

Sponsored Content
PXE Credit Available

Join Chris Brainard, Associate Vice President at UAB Medicine, and Amber Maraccini, VP of Healthcare Executive Advisory at Medallia, for a fireside chat on UAB’s innovative strategies to build trust in patient care. Explore how provider behaviors—like listening patiently and showing empathy—improve trust, outcomes, and patient experiences. Learn about the Medallia-Arnold P. Gold Foundation Humanism

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Webinar

Co-Creating Change Using Storytelling

PXE Credit Available

During this webinar members of the Global Patient and Family Advisory Board (GPFAB) will demonstrate how telling stories instead of creating guidelines for healthcare professionals will improve patient outcomes. The GPFAB has created a unique storytelling guide that will help healthcare professionals understand the principles of sharing patient/care partner lived experience through storytelling and how

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Blog

Amplifying Patient Voices: The Voices of Experience Podcast at Tampa General Hospital

By Amber Washington At Tampa General Hospital, we believe every patient and family has a story worth sharing that hold the power to transform healthcare. That is why we created the Voices of Experience Podcast, an inspiring platform to amplify these voices, foster collaboration, and advance the conversation about patient-centered care. What Is the Voices

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Event

PX Chat on PFA/PFACS: Sustaining/Growing

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

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Blog

Hope for Healthcare

Members of The Beryl Institute’s Global Patient and Family Advisory Board wish you happy holidays. As 2024 draws to a close, we asked our members to jot down their hopes for healthcare as we welcome the upcoming new year.  Tony Serge: My hope for healthcare is for leadership, providers, and staff to work together with

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Blog

A Passage of Advocacy and Listening: How My Name and Experiences Shaped My Purpose in Healthcare

By Typhany Morrison-Brooks I was born Madelyn Morrison without a middle name because my mother wanted me to have the space to choose one someday. I arrived a couple of months early, weighing just 4 pounds. They had already picked “Madelyn” for me, but as I lay in the incubator, I flipped myself over, earning

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PXJ Article

A case study on the impact of an adapted community jury in shaping the Nutrition Standards for hospital menus in New South Wales Australia

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

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PXJ Article

“You May Not Appreciate This Now, But You May Later”: A Qualitative Analysis of the Impact and Meaning of Legacy Interventions as Defined by Bereaved Parents

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

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PXJ Article

Patient Engagement and Co-creation in Healthcare Services: A Scoping Review

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

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PXJ Article

Driving Healthy Behaviors through Social Support: The Role of Co-Responsibility in Weight Loss and Maintenance

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.

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PXJ Article

An Exploratory Qualitative Study of Perinatal Experiences in an Acute Setting during Early Phases of the COVID-19 Pandemic

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

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PXJ Article

Patients’ Perceptions: A Group Differences Study Twelve Months Before and Twelve Months During a Worldwide Pandemic

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

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PXJ Article

Post-Pandemic Needs of Unpaid Family and Friend Caregivers to Effectively Continue Caregiving Duties in one Northern Ontario Health Authority

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

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PXJ Article

Experiences of Psychosocial Support in Group Rehabilitation Interventions from Adults with Chronic Conditions – A Qualitative Systematic Review

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

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PXJ Article

Patient Experience (PX) Giants: Pioneers and the Path Forward

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

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PXJ Article

Trust Remains the Foundation of my Practice

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

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PXJ Article

Patient, Family, and Health Professional Perspectives of How Families are Involved in Adult Inpatient Traumatic Brain Injury Rehabilitation

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.

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PXJ Article

Consumers’, Family Members’, and Health Practitioners’ Perspectives on Increasing Activity Engagement of Older Patients Admitted to Geriatric Hospital Units

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 =

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PXJ Article

Efficacy of a Communication Toolkit to Optimize Palliative Care Communication in the Surgical Intensive Unit

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

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Connection Calls

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

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

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Webinar

Applying Equity, Diversity, and Inclusion in Co-design with Patient Experience Partners

PXE Credit Available

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

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Case Study

PFAC Panels for Maximum Patient Participation

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.

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Webinar

New Ways to Care

PXE Credit Available

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:

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Grant Report

Black Voices On Gynecologic Cancer: Understanding Experiences (BVOGUE)

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.

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Podcast

Former Patients Who Return As Volunteers: An Expression of Gratitude

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

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Blog

Tailoring Communication for Families: Enhancing Understanding and Reducing Stress in Pediatric Care

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

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PXJ Article

Research Imitates Life: Researching Within Your Lived Experience

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. 

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PXJ Article

Primary Care Productivity and Patient Satisfaction Community Practice: What is the Relationship?

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.

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PXJ Article

Is Timing Everything?: The Role of Time on the Relationship between Patient-Centered Communication and Provider Empathy

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. 

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Grant Report

Designing for Pediatric Patient Experience: Expert Insights and Innovations in the Healthcare Built Environment

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

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Webinar

What’s Your ETA for Improved PX? Best Practices from Emory Healthcare

Sponsored Content
PXE Credit Available

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,

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White Paper

A Commitment to Human Experience in Essential Hospitals

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

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Blog

Declining a Qualified Medical Interpreter: Helping Patients Understand the Risks

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

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On the Road

Transforming the Human Experience through Improved Provider Communication

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

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Webinar

The Importance of Emotional Intelligence in Patient Relations (Part 2)

PXE Credit Available

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

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Webinar

The Importance of Emotional Intelligence in Patient Relations (Part 1)

PXE Credit Available

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

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PXJ Article

The Legitimacy of the Patient Story: The Unofficial Autoethnography

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

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PXJ Article

A Patient’s Journey: Navigating Life with Type 1 Diabetes

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,

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PXJ Article

“Not Your Father’s Heart”: How Healthcare Discrimination for Neurodivergent Patients Taught Me About the Human Experience

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,

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PXJ Article

The Use of Patient Stories as a Knowledge Translation Strategy to Facilitate the Sustainability of Evidence-Based Interventions (EBIs) in Healthcare

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

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PXJ Article

Lived Experiences of Cancer Patients Who Chose to Stop Receiving Treatment

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.’

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PXJ Article

Helping Patients Navigate the Emergency Department: Assessing the Utility of a Poster Illustrating the Patient Journey

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

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PXJ Article

Covid-19 Vaccine Perception and Hesitancy Among Uninsured Free Clinic Patients

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

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PXJ Article

Does Patient Experience Change with Age? Exploring Associations Between Patient Experience, Gender and Age

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

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Connection Calls

The Three W’s of Caring Communication: Who/What/Why

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.

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Connection Calls

Improving Communication: Patient and Family Centered Rounds

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.

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Webinar

Where are my things? An Introduction & Application Tutorial

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

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Blog

Transforming Healthcare Together: The Power of Patient and Family Partnerships

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

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Webinar

Survivor Support Programs Strengthen Patient Experience

PXE Credit Available

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

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On the Road

Transforming Lives: A Journey of Compassion and Advocacy

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

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Blog

G2G: Moving from Good to Great; A Focused Approach to Improve Colleague Engagement and Patient Experience

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

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Podcast

Get to Know Me – Connecting Volunteers with Patients

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.

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Webinar

Round & Coach: Engaging Clinicians & Patients to Improve Communication and Care

PXE Credit Available

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 –

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Blog

Kindness is Good Medicine: Research in Increasing Kind Behaviors in Healthcare

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

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Webinar

Why it’s Vital to Adopt an Aggressive Patient Experience Strategy

Sponsored Content
PXE Credit Available

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.

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a plastic bag containing clothes with the words "patient belongings" on it; text at the bottom of the image reads white paper
White Paper

Where Are My Things? Best Practices for Safeguarding Patient Belongings in Hospitals

Managing patient belongings is a persistent and complex challenge faced by nearly all hospitals and healthcare systems. When personal items are misplaced or lost during a patient’s hospital stay, the consequences go beyond inconvenience. Financially, hospitals may be liable for compensation or replacement of lost items, and operational resources are often diverted to investigate and

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Webinar

Empowering Families in the NICU: The Transformative Impact of Family Integrated Care

PXE Credit Available

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

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Case Study

Reimagining the Non-Clinical Patient and Family Environment

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

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Webinar

See It, Say It, Save It: Empowering Employees to be a Part of the Solution to Patient Belongings

PXE Credit Available

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

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Case Study

Modernizing Student Volunteering

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

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Webinar

Signals to Action: Northwestern Medicine’s Journey to Humanizing Healthcare Experiences

Sponsored Content
PXE Credit Available

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

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Blog

PFACs in 2024: Renew, Restore, and Revitalize for a Patient-Centric Future

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

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Webinar

From Words to Wellness: Promoting Health Equity through Translation

Sponsored Content
PXE Credit Available

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.

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Webinar

Amplifying the Voices of Those with Lived Experience: The Key to Transforming Healthcare

PXE Credit Available

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

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Learning Bite

Standing Up for the Workforce: Seven Considerations for Patients and Families

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

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Connection Calls

Patient Advocacy Community Connection Call: Leader Rounding

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).

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Blog

Culture & Leadership: The Impact of Patients and Families on Decision-Making

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

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Podcast

We’re All Emotional Beings: That’s What It Is to Be Human

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.

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Webinar

The Sunrise Association Wheels Up! Program: Bringing the Joys of Childhood to Hospitalized Cancer Patients

Sponsored Content
PXE Credit Available

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

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Learning Bite

Escalating Patient Behavior: Know Before You Go

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

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Webinar

Falling on Deaf Ears: Special Considerations for Deaf Patients in Healthcare

PXE Credit Available

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,

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Webinar

Adapting Rounding Programs Over Time: How Leading Organizations Evolve to Excel

Sponsored Content
PXE Credit Available

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

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Case Study

Aligning the Work of Patient Relations: The Value of an Operating Manual

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

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Webinar

Crushing Complexity: The Evolving Business of Healthcare

Sponsored Content
PXE Credit Available

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

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Learning Bite

Advancing PFAC Initiatives, Effectiveness & Visibility Through Strategic Planning & Annual Assessment

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

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Blog

Healing Forward: The Patient. The Provider. The Administrator.

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

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Learning Bite

Using Design Thinking Principles to Reduce Healthcare Barriers & Improve Access

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

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PXJ Article

Patient-centered care frameworks, models and approaches: An environmental scan

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

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PXJ Article

The journey from provider to patient: Lessons learned

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

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Learning Bite

How Can I Help You? Hardwiring Clerks & Receptionists Communication

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.

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Grant Report

Understanding Care Transitions Before, During and Following COVID-19: Patient/Family, Care Provider and System Experiences (2019 to 2022)

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

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Learning Bite

Effectively leveraging patient comments for strategic improvement

“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.  

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Webinar

Modern Strategies for Purposeful Rounding

Sponsored Content

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

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Webinar

Impact of Improving Quality of Care on Patient Experience in Emergency Department

PXE Credit Available

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

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Blog

Storytelling with a Purpose

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

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Grant Report

Patients’ reasons for returning unplanned to the Emergency Department

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

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a woman holding a tablet with a stethoscope sitting and engaging in conversation with a group of elderly people
White Paper

Listening Organizations: Elevating the Human Experience in Healthcare through the Lived Experience of Patient & Families

Experts from around the world in the field of patient and family partnerships come together to explore the evolving role of Patient and Family Advisors (PFAs) in shaping the future of healthcare. This thought-provoking discussion highlights the importance of truly listening to and learning from the lived experiences of patients and families to drive meaningful

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Learning Bite

Building & Sustaining an Effective PFAC

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

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Webinar

Lonely No More: Bedside Visit Programs

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 be detrimental to a patient’s emotional, physical, and spiritual well-being which can negatively impact recovery time. Join this webinar to

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Grant Report

What Matters to Patients? An ACO Patient Experience Pilot Program

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.

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PXJ Article

Listening as medicine: A thematic analysis

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

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PXJ Article

Patient experiences through head and neck cancer: Information delivery combatting psychological distress

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

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PXJ Article

Strengthening patient-family engagement amidst a pandemic: Lessons learned and paths forward

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

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PXJ Article

A roadmap to engaging patients in research: The experience of a large academic research hospital in Canada

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

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Grant Report

Integrating Recreational Art Activities into the Patient Experience

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

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Grant Report

Reading2Connect®: An Innovation to Improve the Social-Emotional Wellbeing of Long-Term Care Residents

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

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Grant Report

We Hear You

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.

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Case Study

Bridging the Gap: An Illustration of Partnership between Patients/Families & Social Workers

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

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Blog

Quality & Clinical Excellence: Four Ways of Promoting Co-design

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

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Webinar

The JEDI (Justice, Equity, Diversity, & Inclusion) Volunteer Workforce

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

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Webinar

Grievance Panels: An Alternative to a Grievance Committee

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 new process also provides an opportunity for patients to appeal decisions and responses from

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Grant Report

Integrating Recreational Art Activities into the Patient Experience

This paper explores the integration of a new recreational art program and how it impacted patient experience.

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a closeup on two pairs of hands intertwined; meant to represent bias in healthcare; text at the bottom of the image reads white paper
White Paper

The Impact of Bias on Health Equity and the Human Experience

This paper identifies and discusses how bias in healthcare settings is displayed and proliferated 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

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Webinar

Engaging Community and Volunteer Partnerships for Health Equity and Experience

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 across the state of Arkansas. In this presentation, participants will learn to implement programming that engages community partners and volunteers in strategic ways to impact health,

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Case Study

From Trauma to Transformation: Accident Victim Uses Her Experience to Improve Healthcare

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.

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Webinar

Antiracism Skills to Elevate the Human Experience in Healthcare

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

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Blog

Veteran-Centered Complaint Resolution: VHA’s Holistic Approach

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

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Blog

There Are Zebras Among Us: Compassionate Care for Those Diagnosed with a Rare Disease

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

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Blog

Perception is Everything: Managing Patient Perceptions with Heart

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

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Case Study

Beyond My Wildest Dream: Innovative Technology to Better Understand What Really Matters to Patients

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.

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Case Study

Improving the Experience of Surgical Patients Using Asynchronous Video Technology

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.

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Webinar

Lessons from Interpreters: Improving Health Equity and Inclusion for all Patients

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 implemented for all patients which resulted in the break-down of barriers to care and reduced discrimination, benefitting all facets of

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a woman and a boy in a wheelchair smiling at one another
White Paper

The Evolving Role of Healthcare Volunteer Programs: Elevating the Human Experience Through Generosity and Connection

This paper explores the vital role of volunteers in healthcare by presenting insights from both volunteer leaders and the volunteers themselves. It highlights the value that volunteers bring to healthcare organizations—not only through their service but also through the compassionate connections they foster with patients, families, and staff. The paper examines the strategies used to

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Connection Calls

Expanding Access through Telehealth

This connection call discusses rolling out and supporting successful Telehealth services.

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Blog

Patient, Family & Community Engagement: 4 Ways to Promote Co-Design

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

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PXJ Article

How an intake conversation in mental healthcare nearly led to suicide

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PXJ Article

Living with brain cancer: From researcher to patient

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PXJ Article

Living with Multiple Sclerosis as a former marathon runner: Impact of attitude and past behaviour on self-care maintenance and perseverance

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PXJ Article

The importance of patient engagement in the management of giant cell arteritis

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PXJ Article

Rare and undiagnosed: Daunting challenges for patients, doctors, and researchers alike

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PXJ Article

Which patient experiences are you capturing? Investigating differences in patient experience drivers by race/ethnicity and survey mode

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PXJ Article

The intersection of diversity, equity, and inclusion with pediatric Patient and Family Advisory Councils

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PXJ Article

Children’s experiences of hospitalization over time: An evaluation of using poetry and creative writing by children to assess their experiences of hospitalization

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PXJ Article

The impact of follow-up calls after a pediatric emergency department visit

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PXJ Article

Patient experience of the Electronic Health Record (EHR) in a maternity unit in Ireland

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PXJ Article

Technology about me without me: An examination of the relationship between patient-facing technology and patient experience

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PXJ Article

Outpatient visit modality and parallel patient satisfaction: A multi-site cohort analysis of telemedicine and in-person visits during the COVID-19 pandemic

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PXJ Article

Determinants of ambulatory patients’ satisfaction with encounter at core service stations in a tertiary hospital of a developing country

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PXJ Article

Going From an Academic Medical Center to a Community Hospital: Patient Experiences with Transfers Going from an academic medical center to a community hospital: Patient experiences with transfers

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PXJ Article

Home health care CAHPS® survey: Predicting patient experience performance

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PXJ Article

Non-COVID-19 hospitalizations: patients’ experiences during the COVID-19 pandemic

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PXJ Article

A patient perspective on information provision during the care path of Lentigo Maligna

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PXJ Article

Enhancing patient-centered care for limited English proficiency patients through Tell Me More®: A student-driven initiative to explore the patient as a person and develop students’ communication skills

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

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Learning Bite

Trauma Informed Care

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.

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Case Study

Embracing Co-Design: Engaging Patients and Families Related to the Cures Act

Northwell sought the voices of patients to co-design an updated patient portal in response to the Cures Act.

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Webinar

Caring for Veterans in the Civilian Setting

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,

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Case Study

HOW CAN YOU SKIDLS? Raising Awareness Around Patient Belongings

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.

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Webinar

The Future of Healthcare Is Mobile: Get Insights from Research

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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.

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Webinar

Patient Stories are Data: Reframing How We Hear and Act on Patient Feedback

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.

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Webinar

Beyond Invisibility: Creating a Culture of Inclusion for the LGBTQIA+ Community

Learn how to strengthen LGBTQIA+ inclusion, and how to better meet the needs of diverse and underrepresented populations in healthcare.

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Podcast

“I know what’s on the other side of my read”

Hear the lived experience of what it’s like when a family member is going through cancer treatment.

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Podcast

“My lungs on the x-ray looked like ground up glass”: A COVID Recovery Story

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.

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Webinar

Staffing Patient Advocacy using Outcome Measures

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.

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Webinar

Mother-baby Care: Creating Exceptional Patient Experiences

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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.

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Learning Bite

Equity, Bias and Human Experience

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.

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Webinar

Rebuilding a Foundation of Trust: A Conversation with Patients and Care Partners

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?

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Webinar

Reimagine Design Lab: A PFA Co-design Program

Learn strategies for creating a PFA co-design program that enables patients and families to participate as equal partners in innovating health care experiences.

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Webinar

Compassionate Contacts: A Social Prescription for Loneliness

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.  

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Learning Bite

Patient Experience Lessons from 100+ Days as a NICU Dad

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

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Connection Calls

Digital Patient Engagement in Ambulatory Care

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.

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Learning Bite

Creating a Safer and Better Experience for Behavioral Pediatric Health Patients

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.

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Webinar

Frictionless Care: Create Future-proof Initiatives

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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.

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White Paper

Patient Advocacy Data: Discovering the hidden gems in patient feedback

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.

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PXJ Article

Before it is over: A family’s experience with end-of-life care during COVID-related restrictive visitation policies

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

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PXJ Article

Family’s sufferings from asymptomatic COVID: Clinicians’ perspective

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

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PXJ Article

Assessment of the COVID-19 pandemic and its impact on a children’s hospital: The point of view of patients and families

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

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PXJ Article

Patient and family engagement: Bridging together interprofessional practice and patient- and family-centred care

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

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PXJ Article

Adapting and responding to a pandemic: Patient and family advisory councils in children’s hospitals during COVID-19

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

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PXJ Article

Resource utilization among informal caregiver of lung cancer patients undergoing treatment

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

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PXJ Article

Showcasing patient and public involvement: Using consultation, collaboration and co-design to shape a respiratory programme

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

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PXJ Article

Engaging patients and families in developing, implementing, and evaluating hospital at home: A Canadian case study

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

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Webinar

Patient and Provider Partnership: The Road to Health Literacy

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.

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Podcast

Easy to Give, Hard to Receive

Join us for this compelling and raw story of Risa’s journey to accepting support while coping with a rare disease.

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Webinar

Are You Listening? Unlocking Conversational Data to Enhance the Patient Experience

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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.

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Webinar

How to Connect Consumers and Patients to Create the Ultimate Human Experience

Sponsored Content

Learn more about cutting-edge technology and human-centered approaches to effectively drive organizational experience and innovation at an accelerated pace.

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Webinar

We Are Not Visitors: Working Together with Family Caregivers and Care Partners

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.

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Webinar

My Life, My Story: Putting the Person Above the Problem

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.

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Webinar

Adapting Volunteer Services to Rapidly Changing Needs during COVID-19

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.

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Podcast

“Brain Fog” and Overwhelm: A Long-COVID Story

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.

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Case Study

Achieving a Compassionate, Person-Centered Organization by Design

There is no excellence in the patient experience without great intention focused on creating a caring workplace culture.

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Webinar

The Power of Storytelling

Telling the story of one patient’s experience of care can memorably illustrate improvements or problems in a care pathway.

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Webinar

Intrapersonal and Interpersonal Skills for Antiracism and Advancing Health Equity

Embrace self-reflection and group interaction regarding cultural location, the relevance to cultural humility, and efficacy of both in patient engagement.

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Case Study

A Step Toward Improving Quality of Care Based on Patient Views

The Ministry of Health Saudi Arabia Patient Experience Measurement Program.

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Podcast

Special Needs Child Changed My Life

The gift of caring for a special needs child.

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Learning Bite

Compassion Rounds

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.

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Webinar

The Future of Patient Experience: Creating a Predictive Algorithm

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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.

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Learning Bite

The Art and Science of Leadership Rounding

Sponsored Content

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.

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Webinar

Blessing of the Buildings: Creating Community Connection during Isolation

During the height of the pandemic, staff at the Visiting Nursing Association Health Group developed an innovative experiential program called “Blessing of the Buildings.”

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Podcast

Born unhealthy, died, revived by medicine and music, now alive

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.

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PXJ Article

How to address fear: A patient’s perspective of seeking care during COVID-19

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

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PXJ Article

Focus on optimal health, not ideal health

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

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PXJ Article

Consumer representative experiences of partnership with health workers in Australia

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.

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PXJ Article

The tensions between healthcare providers and patient and family advisory committees (PFACs): A comparative health system analysis between England and Ontario

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.

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PXJ Article

Motivations, experiences, and aspirations in patient engagement of people living with metastatic cancer

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

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PXJ Article

Patient engagement in an academic community-based primary care practice’s management committee: A case study

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

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Webinar

Connecting the Dots for Caregivers Across The Continuum of Care

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.   

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Webinar

The Relationship Between Nurse Satisfaction and Patient Experience

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What is the relationship between nurse satisfaction and patient experience? What are some strategies to address and prevent provider burnout?

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Podcast

Hacking Healthcare is the Only Way Out

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.

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Case Study

Patient & Family Advisory Council Leader Workshop: Creating a Meaningful Experience on a Virtual Platform

Networking and shared learning in a virtual environment.

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Learning Bite

What is social prescribing?

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.

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Connection Calls

Return of Pet Therapy for Patients, Caregivers and Families

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.

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PXJ Article

I See What You Do: A patient’s view of equity

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

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PXJ Article

His Story: “I would be better off dead”

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

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PXJ Article

A patient’s narrative of engaging HIV care: Lessons learned to harness resources and improve access to care

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

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PXJ Article

Traversing barriers to health care among LGBTQ+ Latinx emerging adults: Utilizing patient experiences to model access

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

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Learning Bite

Experience of Care RCAs

Liddy Deacon, Assistant Vice President, Patient and Provider Advocacy with Ochsner Health shares the importance of communication when evaluating RCAs and grievances.

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White Paper

A Global Perspective on Elevating the Human Experience in Healthcare

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.

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Case Study

Listening to Patient Voices – Innovative Data Integrations to Achieve PX Excellence

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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

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Podcast

Grief found my voice and improved my purpose.

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.

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Webinar

Identifying Stigma and Inequities in Care Delivery and Experience

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.

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Webinar

Co-Design, Co-Production or a PFA Program? Where Do We Go From Here?

Explore the power of the PFA and how co-design is crucial for the future of healthcare.

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Learning Bite

Ralph’s Story

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.

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Webinar

Continuing Engagement with Patient and Family Experience Advisors

Hear how Lakeridge Health staff and Patient and Family Experience Advisors (PFEA),kept engagement and collaboration a priority – even through the pandemic

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Webinar

The Power of PFAs: Patient Voices Can Drive Change

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.

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Blog

Virtual and Telehealth Recommendations

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.

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PXJ Article

The paradoxical injunctions of partnership in care: Patient engagement and partnership between issues and challenges

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

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PXJ Article

No visitors allowed: How health systems can better engage patients & families during a pandemic

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

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PXJ Article

The influence of COVID-19 visitation restrictions on patient experience and safety outcomes: A critical role for subjective advocates

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

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PXJ Article

An evaluation of the effectiveness of a unique patient experience response program that provided virtual, visual and emotional connectivity to patients and families during the COVID-19 crisis

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

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PXJ Article

Patients and family caregivers: perceptions of doctor-to-doctor advice and electronic referral notifications in Alberta

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

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PXJ Article

Delivery of patient education and support using an online digital platform for patients undergoing primary hip and knee replacement: The patient’s perspectives

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

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PXJ Article

Surveying pediatric caregivers readiness for dyad isolation in the hospital during COVID-19

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

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PXJ Article

Partnering with patients to design a prehabilitation program for optimizing the patient experience through general surgery

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)

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PXJ Article

The value of community psychiatric services for the elderly’s dementia caregiver group: Exploring the perspectives of participants

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.

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Connection Calls

Because of COVID

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.

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Learning Bite

A Prepared Patient is a Successful Patient: Six Ways to Improve Discharge Outcomes

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.

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Webinar

Creating a Virtual Junior Volunteer Program

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.

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Podcast

Living beyond expectation, no barriers unbroken

Jono Broad grew up with a diagnosis of bronchiectasis only to learn well into adulthood that the correct diagnosis was cystic fibrosis.

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Connection Calls

Supporting the Declaration for Human Experience as Volunteer Professionals

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.

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Webinar

Invite and Activate Partnership

Explore the Second aim in the Care Teams segment of The New Existence: Invite and Activate Partnership.

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Podcast

It’s an honor and a privilege to come and get a little vulnerable…

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.

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Webinar

Redefine the Care Team

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.”

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Webinar

Shifting From ‘What’s The Matter’ to ‘What Matters to You’

Experience the power of a simple question and learn the strategic steps a large health system took to build momentum around patient engagement.

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Podcast

Terrible Healthcare System Made Me Shine

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

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Case Study

Enhancing Patient Experience through use of Empathetics® Program

Using empathy training to improve patient experience.

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Webinar

NSW Health Guide to Action – Elevating the Human Experience for Patients, Families, Carers and Caregivers

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.

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PXJ Article

Using shared mental models to conceptualize patients as professionals, decision-makers, collaborators, and members of interprofessional healthcare teams

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PXJ Article

The little things: Exploring perceptions and experiences of client and family-centred care through photovoice

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PXJ Article

Patient education in the hospital-at-home care context

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Webinar

Want to Work in Partnership with Patients? Co-produce Improvements

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.

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PXJ Article

Patient-centric culture and implications for patient engagement during the COVID-19 pandemic

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PXJ Article

Cancer patient perspectives during the COVID-19 pandemic: A thematic analysis of cancer blog posts

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PXJ Article

Patient reported experience of inpatient rehabilitation in Australia

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PXJ Article

Exploring peer mentoring in pediatric transition: Perspectives of different stakeholders about accompanying patients in gastroenterology

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PXJ Article

How information sharing can improve patient and family experience in critical care: A focus group study

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PXJ Article

Patient participation strategies: The nursing bedside handover

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PXJ Article

Patient engagement in action: Timing and intensity of strategies used to engage low income depressed mothers of infants and toddlers

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PXJ Article

Responsiveness of primary health care services in Nigeria: The patients’ perspective

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PXJ Article

Does an empathic pre-visit conversation with another team member improve perceived surgeon empathy?

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PXJ Article

PANDA: A case-study examining a successful Audiology and Otology Patient and Public Involvement and Engagement research group

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PXJ Article

Patient Experience Rounds (PER): Real-time feedback to improve the patient experience and quality of care

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PXJ Article

Solitude and fear during the great coronavirus war

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PXJ Article

The impact of parental presence in the NICU on hospital alienation and other distress measures

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PXJ Article

Consumer experiences of Chronic Obstructive Pulmonary Disease in regional Australia: A mixed methods study and logic model to identify consumer-experience mechanisms to avoid hospital and enhance outcomes

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Webinar

The Digital Sherpa Program: Enriching the Patient Experience and Encouraging Self-Advocacy

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.

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Webinar

Best Practices for Improving Outcomes for Patients with Dementia

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.

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Podcast

A Story of Faith, Hope and Survival

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.

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Connection Calls

Patient Advocacy During COVID-19 – The Evolving Role of The Patient Advocate

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.

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Webinar

Elevating the Unimaginable Experience: A Multidisciplinary Initiative to Improve Pediatric End-of-Life Care

Explore the development of a hospital-wide bereavement committee to implement and improve end-of-life services in a pediatric hospital,

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PXJ Article

Navigating the “Perfect Storm”: Leading with a commitment to human experience

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PXJ Article

Patients’ perceptions and knowledge of source isolation for multi-resistant organisms in an Australian metropolitan hospital: A bedside interview with questionnaire study

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PXJ Article

Is this really happening? Family-centered care during COVID-19: People before policy

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PXJ Article

Caring for kids in the time of COVID-19

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PXJ Article

Insights from individuals with chronic conditions in the context of COVID-19

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PXJ Article

Patient experience in a pediatric emergency department during COVID-19

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PXJ Article

TeleBoard: The move to a virtual family advisory board

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PXJ Article

Out of sight, but not out of mind: Keeping connections alive during COVID-19

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PXJ Article

Patients and families strengthen COVID-19 communication across Los Angeles County

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PXJ Article

Maintaining a positive patient experience during COVID-19 in a rehabilitation and complex care setting

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PXJ Article

Positive patient experience in eye care during COVID-19: A case from Eye Hospital Sistina Oftalmologija

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PXJ Article

Family Connect: Keeping families informed during the COVID-19 pandemic

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PXJ Article

Johns Hopkins Medicine responds to COVID-19: Adjusting patient- family- and staff-centered care

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PXJ Article

Leveraging the agility of the care experience dyad partnership model during COVID-19

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PXJ Article

Flattening the curve of distress: A public-facing webinar for psychoeducation during COVID-19

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PXJ Article

Cards from the community: Engagement of the local community to enhance patient and staff experience during the COVID-19 pandemic

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PXJ Article

Micro-volunteering at scale can help health systems respond to emergencies, such as the Covid-19 pandemic

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Podcast

“We have these conversations in our living rooms”

How does a patient find a culturally competent provider?

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Webinar

Heart to Heart: Co-Designing a Parent Support Program

Hear how a parent to parent model supporting families who have children with life threatening medical conditions is effective in stress reduction.

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Webinar

Parents’ Fears When Their Child is the Patient

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

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PX Pulse

PX Pulse: Consumer Perspectives on Patient Experience in the U.S. – July 2020

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.

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Webinar

NotasAbiertas Para Todos – OpenNotes Patient Navigation Program

Learn about Mount Sinai Health System’s Spanish-Language Preferred OpenNotes Patient Navigation Program.

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Webinar

Patient Focused Quality Improvement: A Critical Component of a Patient Experience Journey

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).

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PX Pulse

PX Pulse: Consumer Perspectives on Patient Experience in the U.S. – April 2020

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.

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Webinar

Beyond Our Walls: Approach to Social Determinants of Health

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.

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Podcast

A Complicated Gift

“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.

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Webinar

Embracing Consumerism by Bridging PFACs and Huddles to Improve PX

Learn how your organization can improve patient satisfaction by performing these best practices with purpose, as well as a targeted focus.

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Learning Bite

Effectively Resolving Patient Complaints and Grievances

Brenda Radford, Director, Member Engagement at Amerihealth Caritas, shares six recommendations to effectively resolve your patient’s complaints and grievances.

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Podcast

“I don’t want to touch peoples’ faces” (and other myths about people without sight)

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.

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Learning Bite

Improving the Patient Experience in a Virtual Care Environment

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.

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Podcast

“Clinging to that last, bottom eyelash…”

Laurie dives deeper into the cancer treatments she went through and her personal reaction her changing body.

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On the Road

Meeting People Where They Are – The Essential Power of Serving Those with the Greatest Needs

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,

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Podcast

“Just living life and then, BOOM! I have cancer”

Laurie was a working mom living in New York City when a diagnosis of breast cancer turned her life upside down.

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Podcast

“It’s an Occupation of Life to Die”

If “patient values guide clinical decisions” what does that mean in the context of euthanasia?

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On the Road

A ‘Simply Better’ Culture to Achieving Excellence

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).

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PXJ Article

Engaging under- and/or never-engaged populations in health services: A systematic review

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PXJ Article

Refugees’ perceptions of primary care: What makes a good doctor’s visit?

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PXJ Article

Service user interview panels for recruitment to UK child and adolescent mental health services: A questionnaire study exploring the experiences of young people, staff and candidates

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PXJ Article

Patient perspectives: Four pillars of professionalism

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PXJ Article

Conceptual frameworks and degrees of patient engagement in the planning and designing of health services: A scoping review of qualitative studies

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PXJ Article

Are you my doctor? Utilizing personalized provider cards to improve patient/doctor connections

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Podcast

“We’re all human here.”

Is there a bia against people living with mental illness?

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Podcast

“In those moments, I really think I’m not going to be okay”

A patient and therapist’s perspectives on dealing with mentail illness.

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On the Road

Caring Inclusively: One system’s commitment to experience and mental health for patients and employees alike

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

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Podcast

Edge of Aging Part 2 – “Put air in their lungs”

How is the Baby Boomer Generation already impacting the landscape of Long Term Care?

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Podcast

Edge of Aging Part 1 – “If they offer pie, take it”

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.

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Webinar

Access for All: Equality in Healthcare Services

Learn practical approaches that can be implemented within any hospital or practice to ensure you’re providing equal access to healthcare services for everyone.

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Podcast

You Can’t Come In With The Same Walk

Police officers are trained to keep a community safe. But what if that community is within the walls of a hospital?

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Case Study

Enhancing the Patient Experience for People with Disabilities through Diversity & Inclusion Practices

Incorporating patients with disabilities into the DEI practices.

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Grant Report

Patient/Family Advisors Partnering with HealthCare Staff/ Providers: Gathering Real-time Patient/Family Experiences to Guide Quality Improvement

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.

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an older man and woman sitting on a couch together
White Paper

Patient Advocates: Expanding the Landscape of Patient and Family Support

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.

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Case Study

Enhancing the Patient Experience for People with Disabilities through Diversity and Inclusion Practices

Improving the patient experience for people with disabilities.

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Podcast

Rana Awdish – Life beyond “In Shock”

Dr. Rana Awdish shares her harrowing journey from doctor to critically ill patient, in her 2018 memoir, “In Shock.”

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Podcast

Running Buddies

Neurosurgeon, Erik Hauck, saved Kara’s life after an unexpected bleed in her brain.

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Podcast

You never know when it might be a day with baby chicks…

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.

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PXJ Article

What older adults want from their health care providers

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PXJ Article

Patients educating health care providers on Lynch syndrome

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PXJ Article

Rules of engagement: Strategies used to enlist and retain underserved mothers in a mental health intervention

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PXJ Article

How younger adults with psychosocial problems experienced person-centered health consultations

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PXJ Article

Perceptions of patient-centered care among veterans with gastroesophageal reflux disease on proton pump inhibitor therapy

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PXJ Article

Patient partner compensation in research and health care: the patient perspective on why and how

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PXJ Article

Standardising the collection of patient-reported experience measures to facilitate benchmarking and drive service improvement

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PXJ Article

Acquiring knowledge prior to diagnosis: A grounded theory of patients’ experiences

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PXJ Article

Can specific feedback improve patients’ satisfaction with hospitalist physicians? A feasibility study using a validated tool to assess inpatient satisfaction

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PXJ Article

“Can I still get a tattoo?” Patients’ experiences across the clinical trajectory for metastatic melanoma: a dynamic narrative model of patient journey

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PXJ Article

One patient’s experiences and expectations in the healthcare system: Complicated and critical illness with rare diagnosis described by his advocate

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PXJ Article

Effectiveness of the communication model, C.O.N.N.E.C.T., on patient experience and employee engagement: A prospective study

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Webinar

Partnering with Patients and Families to Improve Outcomes

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.

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Case Study

When I Play, We Heal

Introducing play therapy for pediatric inpatients and their families.

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On the Road

A Healthcare System Woven into the Community it Serves: Returning to the Place of My First Patient Experience

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

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PXJ Article

One patient’s experiences and expectations in the healthcare system: Complicated and critical illness with rare diagnosis described by his advocate

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Webinar

Engaging Peer Mentors to Support Patients and Families in Transition

Explore the use of volunteer peer mentors to support patients and families going through youth care transitions at the Alberta Children’s Hospital.

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Case Study

Understanding Patient Engagement in Patient Safety Using a Qualitative Approach: Creation of a 5-Facet Framework

A qualitative approach to understanding patient perspectives about being engaged in patient safety at the clinical level.

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Webinar

Hope and Compassion: Treating Mental Health Patients & Families

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.

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Webinar

Understanding and Advancing the Patient Experience at End of Life

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.

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Webinar

Peer Navigation in Transgender Care

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.

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On the Road

Embracing Unique Cultures and Practices within an Integrated System

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,

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PXJ Article

Breaking bad news and the importance of compassionate palliative care of the infant

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PXJ Article

Life with my baby in a neonatal intensive care unit: Embracing the Family Integrated Care model

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PXJ Article

Partnering with pediatric patients and families in high reliability to identify and reduce preventable safety events

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PXJ Article

Partners for excellence: Committed to meaningful partnerships with patients and families in pediatrics

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Grant Report

This is My Child: A Hospital-Based Tool for Children with Autism

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.

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Research Report

Consumer Perspectives on Patient Experience 2018

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.

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PXJ Article

Original parts: Aging and reckoning with cystic fibrosis related kidney disease

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PXJ Article

Patients’ stories of encounters with doctors: Expectations and anxieties

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PXJ Article

How patients view their contribution as partners in the enhancement of patient safety in clinical care

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PXJ Article

Family-centered caregiving from hospital to home: Coping with trauma and building capacity with the HOPE for Families model

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PXJ Article

Homeless and marginally housed Veteran perspectives on participating in a photo-elicitation research study

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On the Road

The Ripple Effect: Together, We are a Growing Global Movement

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

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On the Road

The Power of All: Engaging Individual and Collective Focus to Improve Care Experiences

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

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Webinar

Carrying the Load: Improving Clinical Outcomes

Gain a deep understanding of the impact of illness on relationship, and approaches to use with patients and caregivers.

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Webinar

Caring for the Transgender Patient

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.

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Learning Bite

Guidelines on Human-Centered Design

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.

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Webinar

Supporting Young Adults Transitioning from Pediatric to Adult Healthcare Services

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.

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PXJ Article

Exploratory pilot testing of the psychometric properties of the person engagement index instrument among older, community-dwelling adults

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PXJ Article

I’m going to tell you a little about myself: Illness centrality, self-image and identity in cystic fibrosis

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On the Road

A Tribute to Excellence through Human Warmth

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

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On the Road

A Rich History and Tradition of Partnership

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

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PXJ Article

Understanding the role of patient and public involvement in renal dietetic research

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PXJ Article

Integrating person directed care into the client experience

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PXJ Article

Increasing sustainability in co-design projects: A qualitative evaluation of a co-design programme in New Zealand

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Webinar

How Family Caregiver Experience Shapes Patient Experience

Explore several best practices that improve Caregiver Experience and subsequently Patient Experience. #WherePXmeetsCX

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On the Road

A Critical Focus on Consumer Engagement and Experience

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

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PXJ Article

Evaluating variables of patient experience and the correlation with design

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PXJ Article

An experience of practitioners navigating the role of patient/caregiver

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Webinar

Different? Same? Aren’t People Just People?: Serving the Many Faces of Healthcare

Creating an environment focused on greater cultural competence will improve the interactions between patients and the hospital team. 

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Webinar

Partnering for Improvement

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.

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On the Road

Patient Experience is ‘The Power of &’

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

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On the Road

A Journey to Excellence in Patient and Associate Experience

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

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Webinar

The Return on Value When Focusing on Your Patients’ Mind & Emotions

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.

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Webinar

What Does Engaging with Patients Really Mean?

Learn important skills on engaging patients and families in their own healthcare journey.

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Webinar

Deliver Value by Design: PFCC Projects

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?”

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PXJ Article

Beyond patient-centered care: Enhancing the patient experience in mental health services through patient-perspective care

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Webinar

Innovative Approaches to Measuring Patient and Family Engagement

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.

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On the Road

The Christiana Care Way: A Focus on Culture, Collaboration & Community

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

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a young woman sitting with her arm around an older woman; family caregiver
White Paper

The Role of Family Caregivers throughout the Patient Experience

This paper explores the value and impact caregivers have on the broader patient experience efforts in healthcare.

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Learning Bite

Interactive Care Model: More Effectively Engaging Patients & Family in their Care

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.”

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Webinar

Advanced Approaches to Patient and Family Council Advisor Engagement: Partnering with Healthcare Providers

Hear an overview of PFA engagement strategies employed by top PFE-performing organizations across the country.

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On the Road

Reinforcing a Commitment to Community

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

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Webinar

Initiative to Promote LGBTQ Inclusion in the PFE

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.

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On the Road

Building a System-wide Commitment to Patient Experience Excellence

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

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Webinar

Preparing Members of a Patient and Family Advisory Council

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.

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Webinar

Fundamentals of Planning and Launching a Patient and Family Advisory Council

Learn the concrete strategies to design, implement and sustain an effective Patient/Family Advisory Council (PFAC) Program.

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Webinar

Patient Centered Rounding on Fearful Patients

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.

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Learning Bite

What Families Can Teach Us about Patient Experience

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.

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Learning Bite

The Power of the Patient’s Story

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.

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Learning Bite

Creating a Process for Patient-Family Members to be a Part of Your Improvement Work

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.

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Learning Bite

Meeting the Patient’s Expectations through Setting an Agenda Together

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.

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Grant Report

The Interdisciplinary Model: An Effective Approach to Patient Family-Centered Healthcare at a Tertiary Care Specialty Brachial Plexus Program

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.

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Grant Report

Identifying Patient Satisfiers and Dis-Satisfiers Regarding the Diagnostic Center Experience

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.

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Grant Report

Readmissions in the Era of Patient Engagement

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.

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Grant Report

The Impact of Organizational Culture Training on Patient-Provider Communication

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.

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Grant Report

Effects of a Mindfulness-Based Stress Reduction Program on Cardiac Outpatients

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.

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Grant Report

Medical School Focus on the Patient Experience

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.

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Learning Bite

Enlisting Patient and Family Advisors

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.

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Grant Report

Enhancing the Great Expectations Program to Impact Overall Patient Experience

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.

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Learning Bite

Why Should We Care “What Matters Most” to Our Patients and their Families?

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.

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Grant Report

Strategies to Improve Nurse to Family Member Communication about Critically Ill Patients

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.

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Grant Report

Standardizing the Approach to Communication and Patient Family Care in an Adult ICU

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.

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patient family partners in a hospital room
White Paper

Voices of Patients and Families: Partners in Improving Patient Experience

This paper shares insights on patient experience gained in speaking with 18 courageous patients and family members from healthcare practitioners to patient advocates.

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Webinar

Utilizing Lessons Learned from Patient Grievances

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.

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Learning Bite

Using Patient/Family Feedback within a Health System

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

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Learning Bite

Service Recovery and Apology: Getting it Right

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.

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Webinar

Understanding the Relational Patient Experience in Ambulatory Care through Patient Journey Mapping

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.

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Webinar

Framing the Field of Patient Experience

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.

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Webinar

Learning from Patient Narratives

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.

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PXJ Article

Patient evaluations of the interpersonal care experience (ICE) in U.S. hospitals: A factor analysis of the HCAHPS survey

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PXJ Article

Developing approaches to the collection and use of evidence of patient experience below the level of national surveys

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PXJ Article

Exploring patient satisfaction with interdisciplinary care of complex feeding problems

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PXJ Article

Preference-sensitive decisions of patients with metastatic breast cancer: The need for decision support

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On the Road

Every Patient Has a Story

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

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Webinar

Grievance Letter Writing for Healthcare Consumer Advocates

A well-written response to any patient concern is invaluable in providing final closure and conveying compassion when things don’t go as planned.

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Webinar

Learning from Children, Young People and Families in England: Improving Experiences of Care Together with National Survey Data

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.

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Webinar

Key Communication Skills for Patient and Family Advisors

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?

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Webinar

Operationalizing Your PFAC: 7 Steps to Sustainability

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.

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Webinar

Leveraging Shared-Decision Making to Manage Population Health

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.

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Webinar

The Truth about Frogs: A Real Story of the Power of Patient & Family Engagement

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).

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PXJ Article

The comparative impact of different patient-centered medical home domains on satisfaction among individuals living with type II diabetes

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PXJ Article

The critical role of family in patient experience

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PXJ Article

Patient needs in advanced Renal Cell Carcinoma: What are patients’ priorities and how well are we meeting them?

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PXJ Article

Parents’ experiences of neonatal care in England

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On the Road

Building a Legacy to Honor the Service and Sacrifices of U.S. Veterans

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

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Webinar

Care Coordination & Transitions: How to Use Tools to Avoid the Common Pitfalls

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.

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Webinar

Inspired Healthcare – A Collaboration Blueprint

Project True North brought together staff and patients in a team atmosphere and applied a quality improvement framework towards patient satisfaction. 

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Webinar

Engaging Patients and Families Each and Every Time

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.

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a woman holding an elderly woman's hand; patient advocate
White Paper

Patient Advocate: A Critical Role in Patient Experience

This paper helps us understand the value of the role of patient advocates in healthcare.

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On the Road

Driven by the Patient Voice

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

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Webinar

Patient Experience: Touching the Heart of Medicine

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.

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On the Road

Improving Comfort, Wellness and Quality of Life

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

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Webinar

Enhancing the Patient Experience with Volunteers

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.

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On the Road

A Focus on the Person Experience

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

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PXJ Article

Patient complaints as predictors of patient safety incidents

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PXJ Article

The power of patient ownership: The path from engagement to equity

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PXJ Article

So much more than a “pair of brown shoes”: Triumphs of patient and other stakeholder engagement in patient-centered outcomes research

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PXJ Article

The Children’s Hospital of Philadelphia Family Partners Program: Promoting child and family-centered care in pediatrics

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On the Road

Reflections on Patient Experience Conference 2015

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

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Webinar

Questioning Protocol: How to Build a High Performing Healthcare Team Focused on

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.

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PXJ Article

Are we providing patient-centered care? Preferences about paracentesis and thoracentesis procedures

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PXJ Article

Enhancing patient experience by training local trainers in fundamental communication skills

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PXJ Article

Customer service vs. Patient care

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Webinar

Improving Outcomes by Viewing Care Through The Eyes of Patients and Families

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. 

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Mission Control: Driving Patient Satisfaction

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.

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Close the Gap between Patient Expectations and Reality: How to Boost HCAHPS Scores

Hear concrete suggestions on how to close the gap between patients’ expectations and reality, boosting HCAHPS scores.

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Webinar

Patients as Partners: Integrating Patient Feedback in Improvement Initiatives

Hear real life examples from 15 years of history of gathering and acting upon feedback from patients and their families.

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The Journey to Improving the Patient Experience

Gain insight into successful ways to involve patients and families on committees with staff through preparation of both the committee members and the advisor.

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PXJ Article

Patient care experiences and perceptions of the patient-provider relationship: A mixed method study

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PXJ Article

Patients and families as partners in safety, quality, and experiences of care

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PXJ Article

“Working the system”: The experience of being a primary care patient

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On the Road

We are ALL the patient experience

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

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Webinar

Getting CLUED IN to the Patient Experience

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.

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Bust Your Assumptions About What Matters to Patients

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.

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Jump in Line: A Successful Resource in Engaging New and Existing Associates to a Patient-Centered Culture

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.

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Webinar

Advancing PFCC through Executive and Advisor Leadership

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. 

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On the Road

A Strategic Perspective on the Patient Experience

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

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Webinar

Driving System Change through a Patient and Family Advisory Council

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.

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On the Road

An Unwavering Commitment to Patient-Inspired Care without Boundaries

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

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On the Road

The Power of Community

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

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Webinar

I am the Patient Experience: What’s in it for Us?

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.

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Webinar

IDEAL: Patient & Family Centered Communication

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.

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Care Cards: The Impact of Meaningful Conversation and Understanding Patient Preference

Learn about a tool that ensures staff knows what matters most to each individual patient in order to personalize their care.

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Webinar

Complaints and Grievances

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.

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Disruptive Behavior

Walk through a best practice which demonstrates an effective protocol for managing disruptive behavior among patients and families.

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Webinar

How Reid Transformed Culture and Raised HCAHPS

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.

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Webinar

Families in the ICU Oh My!

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.

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On the Road

Patient Experience Planning and Collaborative Action for Improving Results

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

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Webinar

PFCC: Beyond the Walls

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.

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Webinar

Transforming Care: The Patient and Family Centered Care Methodology and Practice

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.

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Webinar

Patient Experience – A Doctors Journey

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.

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Webinar

What’s Up Doc? Positively Impacting Communication with Doctors

Understand the use and benefits of Patient Advisory Councils (PACs) along with key principles for success in starting a new PAC.

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On the Road

The “Power of One”: Creating Excellence in Patient and Family Experience for Many

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

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Webinar

Using Life Stories to Create the Ultimate Patient Experience

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. 

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Webinar

Just the Pfacts about Starting and Sustaining a Patient and Family Advisory Council

Learn specific methods for planning and implementing a PFAC, including coordination of a planning team to complete the foundational work of the PFAC. 

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Webinar

What Patients Fear and Why We Have to Know

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. 

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Webinar

Auxiliary Fundraising 101

Discuss how to plan a successful fundraiser, engage volunteers to support the fundraising process, and involve the community in your fundraising efforts.

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Webinar

A Tale of Two Hospitals – How a New Hospital and a 107 Year Hospital Work Together to Cultivate Volunteers

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.

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Webinar

Advancing Patient and Family Engagement: The Role of the Volunteer

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.

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Webinar

Best Practices in Successfully Training Volunteer Mentors

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.

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Webinar

Blueprint for an Innovative & Unique VolunTEEN Program

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.

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Webinar

Meeting Community Needs – Volunteering, Shadowing and Education in Healthcare

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.

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Webinar

Techniques to Improve your Volunteer HPC Program or Any Volunteer Program

Identify best practices to support a HPC volunteer program or any volunteer program.

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Webinar

Volunteer Partnership With Community College Nursing Program

Learn about new recruiting goal awareness, discuss utilizing community college nursing programs, and discover alternative solutions to Volunteer requests.

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