Patient, Family & Community Engagement Resources

The Healing Power of Human Connection

Published September 3, 2026

Complimentary – Every day, acts of compassion, kindness, and human connection shape the experiences of patients, families, and healthcare professionals. Drawing on insights from millions of stories shared around the world, this webinar explores how meaningful human interactions foster healing, build trust, strengthen teams, and create cultures where everyone can thrive. Participants will discover why

Self-Medication Experience and Healthcare Trust Among Youth: A Regionally Concentrated Digital Survey in Indonesia

Published August 6, 2026

Self-medication has become a central experience for youth transitioning toward independent medical decision-making. In the digital era, young people must navigate a complex landscape of health information while seeking independent health solutions. This study investigates self-medication experiences and healthcare trust among youth, utilizing a regionally concentrated digital survey approach in Indonesia. Data were collected via

From Drifting to Anchored: How Online Health Communities Can Transform Care for Complex Chronic Illness

Published August 6, 2026

This personal narrative recounts a 25-year diagnostic odyssey with Ehlers-Danlos syndrome, defined by medical fragmentation, dismissed symptoms, and profound isolation. It illustrates how Online Health Communities (OHCs) bridged the chasm between lived experience and a clinical system ill-equipped for complex chronic illness. For patients like me, these digital forums provide the peer validation, practical knowledge,

Trust Earned Through Relational Care: How Adverse Childhood Experiences Shape Patient Trust in Their Inpatient Physicians—A Convergent Mixed-Methods Study

Published August 6, 2026

Background: Adverse childhood experiences (ACEs) are common, with approximately 60% of the population reporting at least one exposure. Despite well-established links between ACEs and adverse health outcomes, little is known about how ACE exposure shapes hospitalized patients’ trust in inpatient physicians. Objective: To examine the association between ACEs and hospitalized patients’ trust in inpatient physicians and to explore

Navigating Uncertainty: Patient Experiences of BIRADS 0 Mammogram Results

Published August 6, 2026

Objective: Describe experiences of patients receiving BIRADS 0 (inconclusive) mammogram results in electronic health portals. Methods: Recruited eighteen patients who had received BIRADS 0 results via the portal in the last 5 years.Semi-structured interviews yielded qualitative data, analyzed sequentially using the immersion crystallization method to identify content and then iterative coding both individually and in groups. A team

From Hospital to Home After Lower-Extremity Open Reduction and Internal Fixation: Patients’ Experiences of Pain Self-Management and Trust-Building Discharge and Follow-Up Support

Published August 6, 2026

After lower-extremity open reduction and internal fixation (ORIF), patients often return home while pain, wound care, mobility restrictions, medication routines, and follow-up needs are still evolving. During this transition, trust in discharge information may shape how patients interpret symptoms, use analgesics, mobilise, involve family members, and decide when to seek help. This qualitative descriptive study

Pathways to Patient-Provider Conflict in Nigeria: A Structural Equation Model of Expectations, Communication, Trust, and Organizational Constraints

Published August 6, 2026

Objective: This study empirically investigated the drivers of patient-provider conflict and tested a conceptual model linking treatment expectations, communication, trust, and organizational constraints to conflict intensity in Nigerian tertiary care. Methods: A cross-sectional survey of 400 patients (response rate 82.3%) and 150 healthcare providers (response rate 71.2%) from three Nigerian tertiary hospitals was conducted using stratified random sampling.

Centering Community Voices to Address Healthcare Inequities in Underserved Utah Populations

Published August 6, 2026

Persistent disparities in health outcomes across the United States are often driven by systemic inequities and social determinants of health. In Utah, these inequities are particularly pronounced among racially, ethnically, and geographically underserved populations. Community healthcare workers (CHWs) who share lived experiences with these communities are uniquely positioned to bridge the gap between patients and

Caring But Still Hurting: Uninsured Patients’ Illness and Healthcare Experiences at a U.S. Free Clinic

Published August 6, 2026

While free clinics provide essential healthcare to socioeconomically disadvantaged populations, patients’ lived experiences in these settings remain underexplored. This qualitative study examined how uninsured patients at a U.S.-based free clinic perceive their illness experiences and interactions with healthcare providers. From October to December 2024, semi-structured interviews were conducted with 21 adult patients (ages 18–72; M

Trust: Why a Commitment to Human Experience Matters

Published August 6, 2026

Trust is one of the most essential elements in our overall human existence. It is a critical part of our human experience, one that reaches well beyond the boundaries of healthcare. Trust is the element that holds society together. It emerges in the relationship of one human being connecting with another human being, and it

A Modern Playbook for Trust Across the Health Ecosystem

Published August 6, 2026

Public trust in health care delivery, public health, and biomedical innovation is at a historic low. While many place the blame on the COVID-19 pandemic and the proliferation of social media, the reality is that distrust is a deeply rooted structural challenge that has plagued the U.S. for centuries. It is tied to historical movements

Co-Designing Trust: Patient Experience, Relationships, and the Design of Care

Published August 6, 2026

Trust can have a positive or negative impact on patients, families, and community healthcare experience. Although important, it is often treated as something soft and intangible rather than something intentionally measured and designed. Currently, healthcare organizations collect and report patient experience data related to communication, courtesy, respect, and responsiveness. But these measures do not capture

Building or Breaking Trust in Healthcare Through Patient and Family Engagement in Research and Service Design: The Need for Authentic Engagement Practices

Published August 6, 2026

Trust in the healthcare system is an important driver of public health, but is sometimes lacking among individuals and communities. Patient and family engagement in research and service development is one proposed means of influencing trust. Patients and families can be engaged authentically and meaningfully as partners in the conduct of research and the development

Racial Concordance and the Assumption of Trust: Why Engagement Is Often Mistaken for Partnership in the Care of Black Men

Published August 6, 2026

Race concordance between patients and clinicians is frequently promoted as a strategy to improve trust and engagement for Black men in healthcare. Evidence suggests that encounters with Black male clinicians often increase patient comfort and observable engagement; however, engagement alone does not necessarily reflect trust. Drawing on professional experience as a nurse and researcher working

Building Trust in the Absence of Certainty: Community as Trust in Action

Published August 6, 2026

This personal narrative explores how trust is experienced and sustained in the context of serious illness, where uncertainty is persistent and control is limited. Drawing on the lived experience of caregiving for a child with an undiagnosed congenital diaphragmatic hernia (CDH), this personal narrative examines how trust emerges not as a matter of belief or

Secondary Infertility: A Personal Story of Loss and Grief

Published August 6, 2026

An increasing number of people worldwide are experiencing fertility and this trend is reflected in the data from the United Kingdom. However, most research focuses on the experiences of women and so the male perspective is largely missing from the literature. This narrative is an account of my personal journey of secondary infertility. Presenting a

Patient-Centred Care: An Integrated Bibliometric and Structural Equation Modelling Approach

Published August 6, 2026

This study investigates how communication and service quality in Patient Relationship Management impact patient satisfaction through trust. The literature in this field is predominantly in developed countries, whereas it is scarce in sub-Saharan Africa. Combining bibliometric analysis and structural equation modelling, the study highlights emerging research trends and provides empirical evidence to guide healthcare practitioners,

Patient Psychological Safety: A Qualitative Study of Patient Experiences

Published August 6, 2026

There is growing interest in understanding patients’ experiences with psychological safety during healthcare encounters. Recent studies reveal that patients describe needing patient psychological safety (PPS) to form connections with their care providers, which are associated with better health outcomes. Therefore, it is critical to examine indicators of PPS. Using a phenomenological interpretive approach, this study

Plan of Day | Plan of Stay: How Inter-Disciplinary Communication Improved Patient Experience and Hospital Throughput

Published August 6, 2026

Background: Effective communication among healthcare team members is critical for delivering high-quality, patient- and family-centered care while optimizing hospital operations. This case study examines the implementation of a structured “Plan of Day | Plan of Stay” model, leveraging bedside whiteboards to enhance inter-disciplinary communication in a pediatric hospital setting. By providing a clear, visual summary of

From Anticipation to Relief: Anxiety Reduction and Patient Experience as Indicators of Trust During Dental Extractions in Orthodontic Treatment

Published August 6, 2026

Trust is central to healthcare encounters involving fear and uncertainty. This quasi-experimental study evaluated changes in anxiety before and after dental extractions performed during orthodontic treatment planning and examined whether patient experience factors were associated with post-extraction anxiety. Fifty patients aged 11–40 years undergoing fixed orthodontic treatment requiring extraction were recruited consecutively at a tertiary

Hard-Wiring Engagement: Embedding Patient and Family Voice through Policy

Published July 16, 2026

This session brings the webinar series together by focusing on how organizations can hard-wire patient, family, and care partner engagement through organizational policy. Participants will explore policy levers, language, and governance strategies that support long-term sustainment of Domain #5 elements and ensure engagement is embedded in decision-making, accountability, and safety structures. Learning Objectives: • Explain

When Feedback Gets Real: Turning Insights into Action

Published July 21, 2026

In a world of unfiltered feedback, healthcare leaders must listen with intention and respond with purpose. This webinar explores how to turn candid patient, family, and staff input into targeted action. Through real-world examples, attendees will gain tools to identify patterns, foster accountability, and build a culture of learning and responsiveness. Speakers: -Michelle Guerin |

Teen Volunteers are Shaping the Human Experience in Healthcare

Published July 1, 2026

This blog is part of a series on Teen/Youth Volunteer Programs in healthcare. See links at the bottom for other resources. By Jill Hilliard, Volunteer Services Coordinator Family Partners and Support Group Le Bonheur Children’s Hospital  Why Teen Voices Matter  “I spent my 16th birthday in a hospital room. I remember scrolling through photos of my

Turning Teen Volunteers into Healthcare Leaders

Published June 30, 2026

(This podcast is Part 1 of a content series on Teen/Youth Volunteer Programs.) What happens when hospitals stop treating teen volunteers as helpers and start empowering them as leaders? In this episode, Terri Ipsen sits down with Tracy Herrington and Tammy Rivera of CommonSpirit Health to explore an innovative teen volunteer program that develops leadership

The Cost of Silence: Addressing Disenfranchised Grief in Healthcare

Published May 11, 2026

This webinar shines a light on disenfranchised grief, the often-unrecognized loss experienced by both patients and healthcare professionals. Through real-world stories and frontline insights, presenters will explore how acknowledging unseen grief can transform care experiences and strengthen human connection. Participants will learn how empathetic, developmentally appropriate care supports patients and families while also addressing the

Care Partners as Essential Team Members in Safe Care

Published June 9, 2026

This session explores the role of care partners as essential members of the care team and their impact on patient safety. Participants will examine strategies to support care partner presence and engagement across the care continuum, including bedside rounding, shift reports, discharge planning, and flexible visitation practices that promote safety and partnership. Learning Objectives: •

Reflections on “What Matters”

Published June 2, 2026

Complimentary – Learn how the “What Matters to You?” movement began in Scotland and how 14 years of asking this powerful question has influenced person-centered care around the world. Through practical examples and lessons learned, this webinar explores ways to strengthen partnerships, support shared decision-making, and ensure care is guided by what matters most to

Leveraging PFACs to Strengthen Emergency Department Care

Published May 9, 2026

This webinar will describe how Mount Sinai’s Department of Emergency Medicine conceived, launched, and sustained a system-wide, Emergency Department–focused Patient and Family Advisory Council (PFAC). We will explore how the PFAC’s work moved beyond the traditional “PX silo” to influence ED operations, quality, research, digital tool development, and medical education. The session will highlight the

Building Representative PFACs: From Formation to Sustainment

Published February 16, 2026

This webinar focuses on best practices for developing, implementing, and sustaining Patient and Family Advisory Councils (PFACs) and Patient and Family Advisors (PFAs) that are diverse, representative, and meaningfully integrated into organizational safety work. Discussion will include governance structures, recruitment, inclusion, and strategies for ensuring PFACs influence decision-making rather than operating in isolation. Learning Objectives:

Partners in Healing: The Role of Family Advocacy in Care

Published May 5, 2026

This webinar highlights the vital role of Family Advocates as key members of the interdisciplinary care team. Participants will learn how Family Advocates provide peer support, facilitate communication, and offer emotional guidance to families during hospital admissions. Presenters will explore operational elements such as funding models, defined scopes of practice, and strategies for effective team

Partnering for Safety: Engaging Patients and Families in Safety Practices

Published February 16, 2026

This session takes a deeper dive into how organizations can actively engage patients, families, and care partners in patient safety efforts. Participants will explore approaches for incorporating patient and caregiver input into safety reporting, safety signals, and improvement initiatives, including patient-reported safety events, complaints, and experiences of harm or discrimination. Learning Objectives: • Explain the

Transforming the Inpatient Hold Experience Through Partnership

Published April 7, 2026

Discover how collaboration and innovation improved the experience of patients holding in the Emergency Department at Tampa General Hospital. Through PFAC partnership, guest services rounding, volunteer engagement, and technology enhancements, this initiative elevated comfort, communication, and care coordination. Attendees will gain replicable tools to improve experiences in nontraditional care settings. Speakers -Amy Matthews, Manager of

Amplifying Youth Voices: The Importance of Direct Pediatric Patient Feedback

Published March 13, 2026

Alexa Petta, Child Life Specialist The Hospital for Sick Children (SickKids) The collection of experiential survey data is a practice all too familiar in Patient and Family Experience (PFX). Surveys allow institutions to collect large amounts of quantifiable data through resource-lite methods, illuminating strengths and opportunities that improve the quality of care. Who does the

Breaking Barriers: Advancing Language Access Through Rounding

Published March 3, 2026

Explore how proactive interpreter rounding supports patients with limited English proficiency. This webinar highlights how daily visits from interpreter teams improve communication, empower patients to request interpreters, and strengthen advocacy. Learn practical methods for building inclusive systems that meet Joint Commission standards and promote equitable, patient-centered care. Speaker: Lyndsey Newman, MBA, MHA, LSSGB | Director,

From Waiting to Welcoming: How Children’s of Alabama Elevated Pediatric ED Experience

Published March 2, 2026

Children’s of Alabama elevated its pediatric emergency department experience by using real-time feedback, activating surge capacity sooner, and creating sensory-friendly spaces to better support patients and families. These targeted efforts reduced Left Without Being Seen rates by more than half and led to top national performance among peer pediatric emergency departments.  

Beyond a Seat at the Table: Building the Infrastructure for True Patient and Family Partnership

Published February 26, 2026

Darcel Jackson, Manager, Patient and Family Centered Care  Paige Warner, PFA Engagement Specialist  Children’s National Hospital   For years, patient and family engagement in healthcare has been framed as offering “a seat at the table.” While well-intended, that language often limits partnership to presence rather than influence. Our experience taught us that families don’t need a

Collaborative Solutions for Managing Challenging Family Interactions

Published January 27, 2026

Discover a human-centered, multidisciplinary approach to navigating difficult family interactions in healthcare. This webinar shares how teams across all levels – clinicians, leaders, and families – developed tools, algorithms, and training processes to ensure safety, teamwork, and emotional support. Attend this webinar to learn practical strategies for creating healing environments and fostering collaboration to address

Transforming Patient Care: Expanding Equitable Language Access with AI Across Every Touchpoint

Published January 15, 2026

Complimentary – Clear communication is essential for equitable care, but for the approximately 25 million Americans with limited English proficiency (LEP), language remains a major barrier to safety and quality in healthcare. Though hospitals have improved clinical translation, most language access programs stop at the exam room door. Non-clinical staff—including reception and food services—often lack the

Inclusive Perspectives: Diversifying Patient and Family Advisory Councils

Published December 4, 2025

Understanding that diversity and inclusivity within Patient and Family Advisory Councils (PFACs) are crucial for addressing the evolving needs of the community, Inova redesigned its advisor recruitment and engagement strategy. Initially met with resistance from some long-term PFAC advisors, Inova’s new approaches—including the introduction of term limits, revamped recruitment efforts, enhanced cross-generational digital presence, and

Making Volunteer Data Meaningful: Driving Patient Experience Outcomes

Published November 24, 2025

Volunteers play a crucial role in the patient experience, but their impact can remain unseen without the right data. In this PXLB, Roseanna Galindo shares how a simple data strategy can transform volunteer efforts from anecdotal support into measurable, strategic value. She offers quick, practical steps to start small, track what matters, and ensure volunteer

PFAC Series – Webinar/Panel: Sustaining & Growing a PFAC

Published November 21, 2025

Explore approaches to keep your PFAC thriving over time, expand its influence, and ensure it remains a vital voice in shaping care experiences. Whether you are launching your first PFAC, breathing new life into an existing one, or ensuring long-term success, these sessions will equip you with practical strategies, real-world examples, and expert insights. As

Communication Solution: Stop (just) Training Doctors, Start Training Patients

Published November 14, 2025

Gabby Ceccolini, MS Healthcare Communication Specialist The Problem with Patient-Centered Care For decades, our healthcare system has poured time, money, and innovation into training doctors to communicate better; however, what if we are overlooking the other half of the equation? The term “patient-centered” began appearing in medical literature in the late 1980s. It wasn’t until

Correlation between Resident Physician and Patient Perceptions of Empathy in the Emergency Department

Published December 2, 2025

Background: Empathy is essential for emergency medicine physicians, impacting patient outcomes and experiences, especially in the fast-paced emergency department (ED). However, empathy often declines during medical training, negatively affecting care. Little is known about how emergency medicine trainees perceive their empathy compared to their patients. Objective: This study aimed to explore the correlation between patient

Communicating Effectively when Engaging People with Lived Experience in Mental Health and Substance use Health Research: A Qualitative Descriptive Study

Published December 2, 2025

Background. People with lived experience of mental health and/or substance use challenges and families (PWLE/F) are increasingly engaged in research, providing positive impacts. However, effective engagement can be challenging, including ensuring effective communication. This qualitative study sought to understand the communication preferences of PWLE/F who are engaged in mental health and substance use health research.

A Case Report on Meeting the Spiritual Need of Intubated Conscious Patient

Published December 2, 2025

Nurses are showing more interest in including spiritual health to prevent and treat illnesses. For patients who can speak may ask for their spiritual need to the health care provider. But for intubated patients it.s difficult to express such needs. Most of the time caregivers focus on the physical parameters only for intubated patients. Apart

Co-Designing a Patient-Facing Version of a Mental Healthcare Pathway for People Receiving Dialysis

Published December 2, 2025

A Community Advisory Committee comprised of nine members with lived experience of kidney failure, identified the need for a patient-facing version of a mental healthcare pathway for people receiving dialysis in Alberta, Canada. Recognizing that healthcare tools to support person-centred care practices should be available in lay language, our team (comprised of Community Advisors and

PFAC Series – Webinar/Panel: Revitalizing & Rebuilding a PFAC

Published October 31, 2025

Discover strategies to re-engage members, refresh energy and focus, and rebuild PFACs so they can deliver greater value and impact for your organization and community. Join us for a three-part interactive virtual series designed to help healthcare organizations start, strengthen, and sustain Patient and Family Advisory Councils (PFACs) that truly make an impact. Whether you are launching

Ambulatory Care Community Connection Call – Rounding Best Practices

Published October 29, 2025

While rounding is a well-established practice in acute care, ambulatory leaders continue to voice the need for similar approaches in outpatient settings. Rounding, whether with patients, staff, or both, can play a vital role in improving communication, engagement, and overall experience. Join the Ambulatory Care Community for a conversation on current rounding practices in ambulatory

National Human Experience Movement Led by SOBREXP in Brazil

Published October 28, 2025

Complimentary – Discover the inspiring journey of Brazil’s National Movement in Human Experience, led by SOBREXP, the Brazilian Society of Patient Experience and Person Centered Care. Learn about the timeline, strategies, challenges, and key achievements that have shaped this groundbreaking effort to elevate the human experience. Speakers: • Carla Ledo, RN, MBA, CPXP | President,

Building Cognitive-Based Compassion into Service Recovery Training

Published October 23, 2025

Traditional service recovery training often focuses on key principles and de-escalation techniques, leaving learners with theoretical knowledge but lacking practical implementation skills. In response to rising workplace violence and increasing complaints, we redesigned our service recovery training to incorporate cognitive-based compassion training. This approach helps staff connect to their sense of empathy during emotionally charged

The Compassionate Care Canvas: A Vision for People-Centred Health

Published October 23, 2025

Shana Haberman Manager, People-Centred Care  North York General   At North York General (NYG), compassionate care is more than a value — it’s a culture, a practice, and a promise. As NYG launched its new 10-year strategy, grounded in the mission of People-Centred Care for a healthier community, the need to define compassionate care in a

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

Published October 16, 2025

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

Accelerating Patient Connections: Transforming Experience with the F.A.S.T. Method

Published October 13, 2025

Marian Regional Medical Center transformed its emergency department experience using the F.A.S.T. Method—an empathetic communication framework focused on human connection. The F.A.S.T. Method stands for Focus, Acknowledge, Share, and Transfer, which are the critical components designed to enhance patient interaction and satisfaction. Focusing on the patient’s needs from the moment they arrive helps in establishing

PFAC Series – PX Chat: Starting a PFAC

Published December 20, 2024

12pm ET / 11am CT / 10am MT / 9am PT – Learn the foundational steps to create a strong and effective PFAC, from defining purpose and recruiting members to setting up structures for meaningful collaboration. Join us for a three-part interactive virtual series designed to help healthcare organizations start, strengthen, and sustain Patient and Family

Engaging Children and Youth in Healthcare: A Developmental Approach

Published September 30, 2025

Current efforts to engage children and youth in hospital care lack a formal framework and engagement programs often rely solely on caregivers and guardians as proxies, overlooking their direct input. This presentation emphasizes the importance of involving children and youth directly in healthcare decisions, advocating for their lived experiences alongside those of caregivers. Attendees will

PFAC Series – Webinar/Panel: Starting a PFAC

Published September 26, 2025

Learn the foundational steps to create a strong and effective PFAC, from defining purpose and recruiting members to setting up structures for meaningful collaboration. Join us for a three-part interactive virtual series designed to help healthcare organizations start, strengthen, and sustain Patient and Family Advisory Councils (PFACs) that truly make an impact. Whether you are launching your

Pulse Check: Perspectives on Human Experience

Published September 19, 2025

Complimentary – This 30-minute session will explore key headlines from the most recent PX Pulse report and findings from the State of Human Experience 2025 study. Participants will engage in discussion on consumer perspectives on the current state of healthcare, review the biggest trends in human experience, and reflect on how these insights will impact both

The Patient Experience with Virtual Care

Published September 18, 2025

Complimentary – Bedside nurses love the efficiency and workflow improvements virtual care gives them. But what do patients think about it? Join leaders from The Christ Hospital, Cook Children’s, Henry Ford Health, and Lehigh Valley Health Network to hear how their patients are reacting to virtual care sessions, and the difference it’s making to bedside care.

A System-Wide Transformation in Human Experience at NSW Health

Published June 4, 2025

Complimentary – Join Anne Marie Hadley, Chief eXperience Officer at NSW Health, for an inspiring conversation. Four years ago, we set out on a bold journey with consumers, carers, families, staff and volunteers to co-create Elevating the Human Experience, a unifying vision that placed kindness, dignity, and compassion at the heart of healthcare across NSW

“Those boxes do not hold me”: Using Narrative Health Experiences Research to Learn from Patients and Care Partners Beyond Surveys

Published November 5, 2025

Stories are fundamental to how we understand individual beliefs and experiences, as well as collective mindsets and institutional practices. Volunteered narratives are abundant, especially on the interweb. We in the health experiences research community, however, are challenged to develop effective, equitable approaches to moving beyond surveys by hearing and responding to not just dominant voices,

From Fear to Hope: How Communication Transformed Our Pregnancy Journey A Personal Narrative on the Critical Role of Healthcare Communication in Patient Experience

Published November 5, 2025

This article emphasises the transformative potential of compassionate healthcare communication, particularly in the context of pregnancy loss. This personal narrative illustrates how varying communication approaches can significantly alter patient experiences, transforming anxiety-laden medical encounters into empowering partnerships with healthcare providers. A ten-month journey through pregnancy after a devastating miscarriage revealed the profound impact of communication

Taking time and making space for patient and caregiver partners

Published November 6, 2025

Patient and caregiver engagement is a paramount element to ensure the voice of lived experience is integrated and prioritized in research. However, what it looks like to actually participate in authentic patient and caregiver engagement can be challenging without understanding the experience of our patient and caregiver partners. I had the honour of interviewing a

The Art of Diagnosis: How to Actively Participate in Your Healthcare

Published November 6, 2025

Diagnosing illness is one of the most complex and error-prone aspects of healthcare, yet patients are rarely equipped with the knowledge or tools to engage in the process actively. This article demystifies diagnosis by explaining how doctors formulate differential diagnoses, the limitations of medical testing, and the cognitive and systemic factors that contribute to diagnostic

My Husband Didn’t Have to Die: A Doctor Reflects on all that Went Wrong with Her Husband’s Care in One of the Nation’s Top Medical Centers

Published November 6, 2025

The outcomes of complex care are never predictable. Despite this, reflecting on my husband’s care and his untimely death, I am certain that his fate would have been different with better communication, attention to detail, collaboration, and measures of curiosity, humility, and compassion.

“Psychosocial Dimensions of Living with Hep B: Notes from the Field The Lived Experience of a Mother Raising a Daughter with Hepatitis B”

Published November 6, 2025

What follows is based on the interweaving of three points of view each of which contributes to an understanding of the experience of living with Hepatitis B: (i) as the mother of a daughter who was diagnosed with HBV at 5 months and who still, at age 22, carries traces of the surface antigen in

“Why should anyone want to make things better for me particularly?” – A qualitative exploration of Care Opinion and NHS care improvements

Published August 8, 2025

Care Opinion is an online platform which enables people to share anonymous feedback (known as “stories”) about their experiences of UK healthcare. In Scotland, this platform has official government backing, though healthcare organisations are not obliged to use it. Care Opinion staff review and edit these stories, acting as moderators. Healthcare staff are invited to

Family-Centered Care in Pediatric and Neonatal Intensive Care Units: A Systematic Review of Effects on Parental Satisfaction and Length of Stay

Published August 8, 2025

Background: Family-centered care (FCC) is essential in pediatric and neonatal intensive care units (PICUs), potentially increasing parent satisfaction and reducing length of hospital stay, but evidence of its effectiveness is inconsistent. Objective: To assess the effects of FCC interventions on parent satisfaction and length of hospital stay in PICUs. Methods: A systematic review was conducted, with 17

“All Together”: A Case Study Demystifying Patient and Public Involvement (PPI) in Brief Psychological Interventions within a Community Mental Health Service for Adults in the UK

Published August 8, 2025

The importance and value of involving patients and the public in the decision-making processes within services designed to support them, and research projects aimed at understanding and improving those services, have long been established. This is often referred to as Patient and Public Involvement (PPI). However, establishing good quality involvement work in practical terms is

Peer Mentoring, Camaraderie, and Support (PMCS) of Southern New Jersey: Suicide Prevention using Human Experience and Social Determinants of Health

Published August 8, 2025

Suicide prevention is a high priority for Veterans Health Administration (VHA). Recent data show an increase in suicide rates, especially among Veterans that had not used VHA health services and nor had received any VHA benefits. Meanwhile, data collected for the past two decades reveals a decline in suicide rates among Veterans who were recent

Partnership, Collaboration, and Co-Production to Improve Patient Experience Beyond Conducting Surveys – Lessons from the Quebec Model, Canada Authors

Published November 6, 2025

The objectives of this article are to present how, in the province of Quebec (Canada), healthcare and service partnerships have been implemented, to take stock of the current situation and to suggest ways to continue strengthening the model over the coming years, in Quebec and elsewhere in the world. Methods: Three methods were mobilized: (1) a review

Connecting Compassion for Patients with Health Care Worker Wellbeing

Published July 29, 2025

This webinar will explore: understanding who patients are, what they need, and how compassion can be shown; research on the benefits of compassionate care for patients and providers; and practical communication skills to avoid common pitfalls that increase suffering. By reconnecting healthcare workers with the “why” of their roles, we can enhance patient experience and

Evaluating the Net Promoter Score to Improve the Emergency Department Patient Experience in Real-Time

Published July 18, 2025

Northern Sydney Health District evaluated whether the Net Promoter Score (NPS) survey provided deeper insights of patient experience in the ED than an existing satisfaction survey. The study concluded that the NPS was statistically and clinically significant and is a recommended metric for measuring both patient satisfaction and experience in ED’s and other hospital settings. 

What Does Excellent Look Like?

Published July 15, 2025

This webinar explores how connection and communication directly impact 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 reinforce behaviors that reflect excellence. Participants will learn how to define effective versus ineffective communication, discuss what “excellence”

We’re all patients, or we’re about to be

Published June 20, 2025

Jason Wolf, President and CEO of The Beryl Institute, speaks with Jennifer Bright, MPA, President of the International Consortium for Health Outcomes Measurement (ICHOM). In this insightful conversation, Jennifer shares her personal journey and passion for transforming healthcare. Together, they explore the vital role of patient centricity and why embracing a global perspective is essential

The One Friend They Miss the Most: The Impact of Pet Interactions on Pediatric Experience

Published June 6, 2025

When his son, Brayden, passed away due to complications from a congenital heart defect, John Otten harnessed the power of his grief into action and founded Brave Like Me. Listen in as he and Amy Cielak, board member, discuss the profound impact an interaction with a pet can have on a patient, and how they

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

Published June 3, 2025

Complimentary – 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,

ACR Patient Friendly Animations: Empowering Patients in Radiology

Published May 29, 2025

 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

Starting a Pediatric Parent Advisory Council: Overcoming Adversity

Published May 20, 2025

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

Escuchame: A Story of Patient Resilience

Published May 5, 2025

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

A Qualitative Study Patients Expectations of Private Hospitals

Published May 6, 2025

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

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

Published May 6, 2025

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

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

Published May 6, 2025

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

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

Published May 5, 2025

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

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

Published May 5, 2025

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

The Impact of Learners on Patient Satisfaction in the Orthopedic Setting

Published May 6, 2025

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

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

Published May 5, 2025

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

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

Published May 5, 2025

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

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

Published May 5, 2025

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,

Family Support Liaisons: Improving Experience in the ED

Published May 1, 2025

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

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

Published April 25, 2025

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.

Elevating the Emergency Department Experience: The Impact of Experience Ambassadors

Published April 17, 2025

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

Modeling Mutual Respect in Healthcare

Published March 20, 2025

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

Our Journey to Improving the Experience of Patients 65+

Published March 11, 2025

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

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

Published February 4, 2025

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

Compassion Rounds: Connecting with Patients and Families Beyond a Diagnosis

Published February 4, 2025

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

What Healthcare Providers Need to Know About Newcomer Health Equity

Published January 21, 2025

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

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

Published January 16, 2025

Complimentary – 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

Co-Creating Change Using Storytelling

Published January 14, 2025

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

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

Published January 8, 2025

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

Hope for Healthcare

Published December 17, 2024

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

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

Published November 25, 2024

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

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

Published November 14, 2024

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

“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

Published November 14, 2024

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

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

Published November 14, 2024

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

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

Published November 14, 2024

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.

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

Published November 14, 2024

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

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

Published November 14, 2024

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

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

Published November 14, 2024

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

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

Published November 14, 2024

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

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

Published November 14, 2024

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

Trust Remains the Foundation of my Practice

Published November 14, 2024

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

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

Published November 14, 2024

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.

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

Published November 14, 2024

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 =

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

Published November 14, 2024

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

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

Published October 11, 2024

In the ever-evolving landscape of healthcare, patient relations play a crucial role in ensuring a positive patient experience. Effective complaint and grievance recording and reporting are fundamental components of this process, directly impacting patient satisfaction, trust, and overall care quality. Join the Patient Advocacy Community for an insightful discussion of effective practices for managing patient

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

Published July 8, 2024

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

PFAC Panels for Maximum Patient Participation

Published September 17, 2024

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.

New Ways to Care

Published September 17, 2024

Complimentary – 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 *Headliner webinars are complimentary.  Brought to you by:

Black Voices On Gynecologic Cancer: Understanding Experiences (BVOGUE)

Published September 11, 2024

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.

Former Patients Who Return As Volunteers: An Expression of Gratitude

Published September 13, 2024

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

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

Published August 19, 2024

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

Research Imitates Life: Researching Within Your Lived Experience

Published August 12, 2024

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. 

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

Published August 12, 2024

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.

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

Published August 12, 2024

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. 

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

Published July 28, 2024

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

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

Published July 23, 2024

Complimentary – 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

A Commitment to Human Experience in Essential Hospitals

Published July 11, 2024

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

Declining a Qualified Medical Interpreter: Helping Patients Understand the Risks

Published June 11, 2024

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

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

Published May 21, 2024

The Patient Relations department assesses and resolves complex patient issues related to customer service, billing, and patient care daily by researching errors and patient issues and finding the proper solution to satisfy the needs of the patient and their care partners. Individuals possessing a high emotional intelligence (EI) quotient can use their emotions as a

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

Published March 14, 2024

The Patient Relations department assesses and resolves complex patient issues related to customer service, billing, and patient care daily by researching errors and patient issues and finding the proper solution to satisfy the needs of the patient and their care partners. Individuals possessing a high emotional intelligence (EI) quotient can use their emotions as a

The Legitimacy of the Patient Story: The Unofficial Autoethnography

Published May 1, 2024

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

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

Published May 1, 2024

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,

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

Published May 1, 2024

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,

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

Published May 1, 2024

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

Lived Experiences of Cancer Patients Who Chose to Stop Receiving Treatment

Published May 1, 2024

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.’

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

Published May 1, 2024

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

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

Published May 1, 2024

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

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

Published May 1, 2024

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

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

Published April 26, 2024

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.

Improving Communication: Patient and Family Centered Rounds

Published April 26, 2024

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.

Where are my things? An Introduction & Application Tutorial

Published February 28, 2024

Complimentary – 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

Transforming Healthcare Together: The Power of Patient and Family Partnerships

Published March 28, 2024

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

Survivor Support Programs Strengthen Patient Experience

Published March 19, 2024

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

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

Published February 7, 2024

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

Get to Know Me – Connecting Volunteers with Patients

Published February 1, 2024

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.

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

Published February 1, 2024

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 –

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

Published January 23, 2024

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

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

Published January 25, 2024

Complimentary – 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

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

Published January 24, 2024

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

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

Published January 23, 2024

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

Reimagining the Non-Clinical Patient and Family Environment

Published January 19, 2024

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

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

Published January 16, 2024

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

Modernizing Student Volunteering

Published January 2, 2024

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

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

Published December 19, 2023

Complimentary – 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

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

Published December 11, 2023

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

From Words to Wellness: Promoting Health Equity through Translation

Published December 7, 2023

Complimentary – 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

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

Published November 30, 2023

Complimentary – 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

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

Published November 16, 2023

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

Patient Advocacy Community Connection Call: Leader Rounding

Published June 22, 2023

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).

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

Published October 3, 2023

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

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

Published October 5, 2023

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.

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

Published October 5, 2023

Complimentary – 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

Escalating Patient Behavior: Know Before You Go

Published October 6, 2023

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

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

Published October 3, 2023

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,

Adapting Rounding Programs Overtime: How Leading Organizations Evolve to Excel

Published September 28, 2023

Complimentary – 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

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

Published September 20, 2023

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

Crushing Complexity: The Evolving Business of Healthcare

Published September 19, 2023

Complimentary – 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

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

Published September 6, 2023

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

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

Published August 25, 2023

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

Using Design Thinking Principles to Reduce Healthcare Barriers & Improve Access

Published August 17, 2023

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

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

Published August 2, 2023

Although the definition of patient-centered care (PCC) remains unclear, researchers and healthcare professionals describe the concept as treating the patient as a unique human being with consideration for their physical and psychosocial needs and emphasize the importance of shared-decision making between patients and healthcare professionals. However, discussion around the connection and overlap between PCC and

The journey from provider to patient: Lessons learned

Published August 2, 2023

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

How Can I Help You? Hardwiring Clerks & Receptionists Communication

Published July 26, 2023

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.

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

Published July 27, 2023

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

Effectively leveraging patient comments for strategic improvement

Published July 21, 2023

“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.  

Modern Strategies for Purposeful Rounding

Published June 22, 2023

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

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

Published June 14, 2023

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

Storytelling with a Purpose

Published June 21, 2023

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

Patients’ reasons for returning unplanned to the Emergency Department

Published May 24, 2023

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

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

Published May 18, 2023

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

Building & Sustaining an Effective PFAC

Published May 15, 2023

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

Lonely No More: Bedside Visit Programs

Published May 8, 2023

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

What Matters to Patients? An ACO Patient Experience Pilot Program

Published May 15, 2023

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.

Listening as medicine: A thematic analysis

Published April 27, 2023

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

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

Published April 27, 2023

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

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

Published April 27, 2023

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

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

Published April 27, 2023

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

Integrating Recreational Art Activities into the Patient Experience

Published April 10, 2023

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

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

Published April 10, 2023

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

We Hear You

Published May 15, 2023

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.

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

Published August 25, 2023

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

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

Published March 13, 2023

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

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

Published February 24, 2023

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

Grievance Panels: An Alternative to a Grievance Committee

Published February 24, 2023

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

Integrating Recreational Art Activities into the Patient Experience

Published February 10, 2023

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

The Impact of Bias on Health Equity and the Human Experience

Published February 7, 2023

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

Engaging Community and Volunteer Partnerships for Health Equity and Experience

Published February 7, 2023

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,

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

Published February 7, 2023

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.

Antiracism Skills to Elevate the Human Experience in Healthcare

Published January 24, 2023

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

Veteran-Centered Complaint Resolution: VHA’s Holistic Approach

Published August 22, 2023

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

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

Published January 16, 2023

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

Perception is Everything: Managing Patient Perceptions with Heart

Published January 9, 2023

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

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

Published February 7, 2023

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.

Improving the Experience of Surgical Patients Using Asynchronous Video Technology

Published February 7, 2023

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.

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

Published December 8, 2022

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

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

Published December 8, 2022

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

Expanding Access through Telehealth

Published December 7, 2022

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

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

Published May 15, 2024

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

How an intake conversation in mental healthcare nearly led to suicide

Published November 2, 2022

Living with brain cancer: From researcher to patient

Published November 2, 2022

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

Published November 2, 2022

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

Published November 2, 2022

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

Published November 2, 2022

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

Published November 2, 2022

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

Published November 2, 2022

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

Published November 2, 2022

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

Published November 2, 2022

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

Published November 2, 2022

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

Published November 2, 2022

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

Published November 2, 2022

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

Published November 2, 2022

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

Published November 2, 2022

Home health care CAHPS® survey: Predicting patient experience performance

Published November 2, 2022

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

Published November 2, 2022

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

Published November 2, 2022

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

Published November 2, 2022

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

Trauma Informed Care

Published May 12, 2023

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.

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

Published February 7, 2023

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

Caring for Veterans in the Civilian Setting

Published October 20, 2022

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,

HOW CAN YOU SKIDLS? Raising Awareness Around Patient Belongings

Published February 7, 2023

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.

The Future of Healthcare Is Mobile: Get Insights from Research

Published October 6, 2022

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.

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

Published September 13, 2022

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.

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

Published August 30, 2022

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

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

Published August 29, 2022

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

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

Published August 8, 2022

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.

Staffing Patient Advocacy using Outcome Measures

Published August 2, 2022

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.

Mother-baby Care: Creating Exceptional Patient Experiences

Published July 26, 2022

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.

Equity, Bias and Human Experience

Published July 21, 2022

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.

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

Published July 19, 2022

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?

Reimagine Design Lab: A PFA Co-design Program

Published July 12, 2022

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

Compassionate Contacts: A Social Prescription for Loneliness

Published June 21, 2022

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.  

Patient Experience Lessons from 100+ Days as a NICU Dad

Published May 27, 2022

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

Digital Patient Engagement in Ambulatory Care

Published May 25, 2022

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.

Creating a Safer and Better Experience for Behavioral Pediatric Health Patients

Published May 19, 2022

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.

Frictionless Care: Create Future-proof Initiatives

Published May 17, 2022

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.

Patient Advocacy Data: Discovering the hidden gems in patient feedback

Published May 11, 2022

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.

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

Published September 1, 2022

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

Family’s sufferings from asymptomatic COVID: Clinicians’ perspective

Published September 1, 2022

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

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

Published September 1, 2022

The coronavirus pandemic has affected our health, social behavior, and quality of life. In addition to the deaths and morbidity, the crisis also affects all spheres in society. The objective of this study was to assess the perception of hospital patients and families regarding the pandemic. This is a descriptive study conducted May-July 2020 in

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

Published September 1, 2022

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

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

Published September 1, 2022

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

Resource utilization among informal caregiver of lung cancer patients undergoing treatment

Published September 1, 2022

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

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

Published September 1, 2022

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

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

Published September 1, 2022

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

Patient and Provider Partnership: The Road to Health Literacy

Published April 28, 2022

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.

Easy to Give, Hard to Receive

Published April 25, 2022

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

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

Published April 19, 2022

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.

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

Published April 7, 2022

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

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

Published March 24, 2022

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.

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

Published March 22, 2022

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.

Adapting Volunteer Services to Rapidly Changing Needs during COVID-19

Published March 8, 2022

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.

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

Published February 2, 2022

Achieving a Compassionate, Person-Centered Organization by Design

Published January 26, 2022

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

The Power of Storytelling

Published January 20, 2022

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

Intrapersonal and Interpersonal Skills for Antiracism and Advancing Health Equity

Published January 18, 2022

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

A Step Toward Improving Quality of Care Based on Patient Views

Published January 10, 2022

The Ministry of Health Saudi Arabia Patient Experience Measurement Program.

Special Needs Child Changed My Life

Published January 3, 2022

The gift of caring for a special needs child.

Compassion Rounds

Published December 7, 2021

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.

The Future of Patient Experience: Creating a Predictive Algorithm

Published December 2, 2021

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.

The Art and Science of Leadership Rounding

Published November 19, 2021

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.

Blessing of the Buildings: Creating Community Connection during Isolation

Published November 18, 2021

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

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

Published November 11, 2021

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.

Making Meaningful Change-How One Brazilian Organization Transformed Experience for a Specific Patient Population

Published November 9, 2021

Autism spectrum disorder (ASD) involves challenges in social interaction, speech and nonverbal communication, and restricted/repetitive behaviors. Join this webinar to hear about Grupo Fleury’s project aimed to improve the experience of patients with ASD. With engagement of a staff member whose child is diagnosed with ASD, together with nurses and physicians, Grupo Fleury trained their

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

Published September 1, 2022

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

Focus on optimal health, not ideal health

Published September 1, 2022

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

Consumer representative experiences of partnership with health workers in Australia

Published September 1, 2022

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.

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

Published September 1, 2022

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.

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

Published September 1, 2022

The objective of this patient-led study was to explore the motivations, experiences, and aspirations of people living with metastatic cancer who volunteer in patient engagement. This qualitative study filled a gap in lived experience research about patient engagement by focusing on an oft ignored population – those living with metastatic cancer. We used a patient-oriented

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

Published September 1, 2022

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

Connecting the Dots for Caregivers Across The Continuum of Care

Published October 26, 2021

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.   

The Relationship Between Nurse Satisfaction and Patient Experience

Published October 19, 2021

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

Hacking Healthcare is the Only Way Out

Published October 15, 2021

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.

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

Published October 4, 2021

Networking and shared learning in a virtual environment.

What is social prescribing?

Published October 4, 2021

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.

Return of Pet Therapy for Patients, Caregivers and Families

Published September 29, 2021

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.

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

Published September 1, 2022

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

His Story: “I would be better off dead”

Published September 1, 2022

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

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

Published September 1, 2022

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

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

Published September 1, 2022

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

Experience of Care RCAs

Published August 1, 2021

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

A Global Perspective on Elevating the Human Experience in Healthcare

Published August 1, 2021

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.

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

Published May 18, 2023

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

Grief found my voice and improved my purpose.

Published July 25, 2021

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.

Three Dimensions of Patient Experience

Published July 7, 2021

By Tiffany Christensen, CPXP As a person who lives with chronic illness, I spend a lot of time thinking about how we define and improve patient experience. Improvement science tells us we cannot improve what we don’t define. By this standard, understanding how we define PX is as important as the tactics we use to improve

Identifying Stigma and Inequities in Care Delivery and Experience

Published July 8, 2021

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.

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

Published June 30, 2021

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

Ralph’s Story

Published June 28, 2021

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.

Continuing Engagement with Patient and Family Experience Advisors

Published June 15, 2021

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

The Power of PFAs: Patient Voices Can Drive Change

Published June 9, 2021

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.

Virtual and Telehealth Recommendations

Published May 26, 2023

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.

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

Published September 1, 2022

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

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

Published September 1, 2022

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

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

Published September 1, 2022

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

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

Published September 1, 2022

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

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

Published September 1, 2022

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

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

Published September 1, 2022

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

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

Published September 1, 2022

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

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

Published September 1, 2022

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)

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

Published September 1, 2022

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.

Because of COVID

Published April 19, 2021

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.

Painful, Stressful, Beautiful: A Refection on One Year of COVID-19

Published April 11, 2021

By Tiffany Christensen, CPXP One year ago, it felt like we were waiting for a tsunami to hit the shore. It had already hit China, Italy, New York and Seattle. My little corner of the world, North Carolina, had not yet felt it’s wrath, but we knew it would reach us soon. The air was

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

Published April 4, 2021

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.

Creating a Virtual Junior Volunteer Program

Published March 30, 2021

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.

Living beyond expectation, no barriers unbroken

Published March 8, 2021

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

Supporting the Declaration for Human Experience as Volunteer Professionals

Published February 28, 2021

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.

Invite and Activate Partnership

Published February 25, 2021

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

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

Published February 22, 2021

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.

Redefine the Care Team

Published January 28, 2021

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.”

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

Published January 26, 2021

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

Terrible Healthcare System Made Me Shine

Published January 18, 2021

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

Enhancing Patient Experience through use of Empathetics® Program

Published January 4, 2021

Using empathy training to improve patient experience.

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

Published December 8, 2020

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.

Testing Your PFA Integration

Published December 5, 2020

by Tiffany Christensen, CPXP As we look to The New Existence, so much of the transformation is rooted in partnership with patients and families. To create new models, build better care teams and address systemic issues, we must begin holding ourselves to a standard of integration that will allow us to be successful. “Integration” in the

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

Published November 19, 2020

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

Published November 19, 2020

Patient education in the hospital-at-home care context

Published November 19, 2020

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

Published November 17, 2020

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.

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

Published November 12, 2020

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

Published November 12, 2020

Patient reported experience of inpatient rehabilitation in Australia

Published November 12, 2020

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

Published November 12, 2020

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

Published November 12, 2020

Patient participation strategies: The nursing bedside handover

Published November 12, 2020

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

Published November 12, 2020

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

Published November 12, 2020

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

Published November 12, 2020

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

Published November 12, 2020

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

Published November 12, 2020

Solitude and fear during the great coronavirus war

Published November 12, 2020

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

Published November 12, 2020

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

Published November 12, 2020

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

Published October 28, 2020

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.

Best Practices for Improving Outcomes for Patients with Dementia

Published October 20, 2020

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.

A Story of Faith, Hope and Survival

Published October 19, 2020

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.

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

Published October 5, 2020

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.

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

Published September 1, 2020

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

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

Published February 16, 2023

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

Published February 16, 2023

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

Published August 5, 2020

Caring for kids in the time of COVID-19

Published August 5, 2020

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

Published August 5, 2020

Patient experience in a pediatric emergency department during COVID-19

Published August 5, 2020

TeleBoard: The move to a virtual family advisory board

Published August 5, 2020

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

Published August 5, 2020

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

Published August 5, 2020

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

Published August 5, 2020

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

Published August 5, 2020

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

Published August 5, 2020

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

Published August 5, 2020

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

Published August 5, 2020

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

Published August 5, 2020

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

Published August 5, 2020

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

Published August 5, 2020

“We have these conversations in our living rooms”

Published August 4, 2020

How does a patient find a culturally competent provider?

Heart to Heart: Co-Designing a Parent Support Program

Published July 21, 2020

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

Parents’ Fears When Their Child is the Patient

Published July 14, 2020

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

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

Published July 1, 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.

NotasAbiertas Para Todos – OpenNotes Patient Navigation Program

Published May 28, 2020

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

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

Published May 19, 2020

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).

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

Published April 1, 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.

Beyond Our Walls: Approach to Social Determinants of Health

Published March 24, 2020

Better understand food insecurity – the scope and impact, and how MetroHealth is responding. Specific programs and partnerships are highlighted, including stories that demonstrate the impact on patients.

A Complicated Gift

Published March 9, 2020

“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.

Embracing Consumerism by Bridging PFACs and Huddles to Improve PX

Published February 25, 2020

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

Effectively Resolving Patient Complaints and Grievances

Published February 19, 2020

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

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

Published February 10, 2020

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.

Improving the Patient Experience in a Virtual Care Environment

Published January 21, 2020

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.

“Clinging to that last, bottom eyelash…”

Published January 12, 2020

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

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

Published December 9, 2019

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

“It’s an Occupation of Life to Die”

Published December 2, 2019

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

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

Published November 13, 2019

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

Published November 13, 2019

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

Published November 13, 2019

Patient perspectives: Four pillars of professionalism

Published November 13, 2019

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

Published November 13, 2019

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

Published November 13, 2019

“We’re all human here.”

Published November 11, 2019

Is there a bia against people living with mental illness?

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

Published November 4, 2019

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

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

Published October 14, 2019

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

An Orientation to Experience

Published October 14, 2019

by Tiffany Christensen, CPXP Some people will look at this picture and see a duck. Some will see a rabbit. The trick is that both are correct. The difference is how you are oriented to the picture. This is exactly the same in healthcare; we must always ask ourselves “How am I oriented?” (The duck-rabbit drawing

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

Published October 7, 2019

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.

Access for All: Equality in Healthcare Services

Published September 26, 2019

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

You Can’t Come In With The Same Walk

Published September 9, 2019

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

My Rearview Mirror: Reflections from a Former Patient Advocate

Published August 20, 2019

by Tiffany Christensen, CPXP I became a patient advocate for a major medical center after my second double lung transplant (first for cystic fibrosis and second due to chronic rejection) and quickly learned that I was quite naïve about the job I had just accepted. In the three years I worked with CMS Guidelines to

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

Published August 7, 2019

Incorporating patients with disabilities into the DEI practices.

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

Published August 6, 2019

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.

Patient Advocates: Expanding the Landscape of Patient and Family Support

Published July 30, 2019

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.

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

Published July 29, 2019

Improving the patient experience for people with disabilities.

Rana Awdish – Life beyond “In Shock”

Published July 29, 2019

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

Running Buddies

Published July 15, 2019

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

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

Published July 8, 2019

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.

What older adults want from their health care providers

Published June 26, 2019

Patients educating health care providers on Lynch syndrome

Published June 26, 2019

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

Published June 26, 2019

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

Published June 26, 2019

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

Published June 26, 2019

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

Published June 26, 2019

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

Published June 26, 2019

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

Published June 26, 2019

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

Published June 26, 2019

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

Published June 26, 2019

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

Published June 26, 2019

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

Published June 26, 2019

Partnering with Patients and Families to Improve Outcomes

Published June 25, 2019

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.

When I Play, We Heal

Published June 25, 2019

Introducing play therapy for pediatric inpatients and their families.

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

Published April 23, 2019

Staring at Walls: Who Are We Designing For?

Published April 9, 2019

by Tiffany Christensen, CPXP As funny as it may sound, the topic of “environment” within the Field of Patient Experience is somewhat controversial. Some professionals in this industry feel environment is the primary variable in patient experience while others are frustrated that it’s even part of the conversation at all. The Consumer Perspectives on Patient Experience

Engaging Peer Mentors to Support Patients and Families in Transition

Published March 12, 2019

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

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

Published January 29, 2019

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

Hope and Compassion: Treating Mental Health Patients & Families

Published December 11, 2018

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.

Understanding and Advancing the Patient Experience at End of Life

Published December 4, 2018

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.

Peer Navigation in Transgender Care

Published October 2, 2018

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.

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

Published July 25, 2018

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

Published July 25, 2018

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

Published July 25, 2018

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

Published July 25, 2018

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

Published July 17, 2018

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.

Consumer Perspectives on Patient Experience 2018

Published May 1, 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.

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

Published April 25, 2018

Patients’ stories of encounters with doctors: Expectations and anxieties

Published April 25, 2018

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

Published April 25, 2018

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

Published April 25, 2018

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

Published April 25, 2018

Carrying the Load: Improving Clinical Outcomes

Published January 16, 2018

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

Caring for the Transgender Patient

Published December 12, 2017

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.

Guidelines on Human-Centered Design

Published December 5, 2017

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.

Supporting Young Adults Transitioning from Pediatric to Adult Healthcare Services

Published November 30, 2017

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.

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

Published November 7, 2017

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

Published November 7, 2017

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

Published July 26, 2017

Integrating person directed care into the client experience

Published July 26, 2017

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

Published July 26, 2017

How Family Caregiver Experience Shapes Patient Experience

Published May 16, 2017

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

Evaluating variables of patient experience and the correlation with design

Published April 25, 2017

An experience of practitioners navigating the role of patient/caregiver

Published April 25, 2017

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

Published March 28, 2017

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

Partnering for Improvement

Published March 7, 2017

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.

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

Published January 31, 2017

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.

What Does Engaging with Patients Really Mean?

Published January 7, 2017

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

The Spirit of the PX Movement – Sharing, Learning and Improving Together

Published December 12, 2016

By Stacy Palmer After six years as a membership community focused on improving patient experience, we continue to be amazed and inspired by the generosity of our members and guests committed to this movement. The spirit of this work is illustrated perfectly by the willingness to share, learn and grow together. Just last week we

Deliver Value by Design: PFCC Projects

Published December 6, 2016

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?”

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

Published November 8, 2016

Innovative Approaches to Measuring Patient and Family Engagement

Published November 8, 2016

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.

The Role of Family Caregivers throughout the Patient Experience

Published October 13, 2016

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

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

Published October 4, 2016

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.”

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

Published October 4, 2016

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

Initiative to Promote LGBTQ Inclusion in the PFE

Published September 8, 2016

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.

Pokémon Go…or No?

Published September 8, 2016

By Michelle Garrison As a patient experience community our members and guests are consistently seeking ways to engage and support the patients and families they serve, and the use of technology including personal health tracking apps, wearable devices and gaming through mobile devices can play an important role in contributing to a positive hospital experience

Preparing Members of a Patient and Family Advisory Council

Published August 23, 2016

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.

Fundamentals of Planning and Launching a Patient and Family Advisory Council

Published August 2, 2016

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

Patient Centered Rounding on Fearful Patients

Published July 21, 2016

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.

What Families Can Teach Us about Patient Experience

Published July 9, 2016

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.

The Power of the Patient’s Story

Published July 8, 2016

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.

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

Published July 7, 2016

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.

Meeting the Patient’s Expectations through Setting an Agenda Together

Published July 5, 2016

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.

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

Published July 5, 2016

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.

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

Published July 4, 2016

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.

Readmissions in the Era of Patient Engagement

Published July 3, 2016

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.

The Impact of Organizational Culture Training on Patient-Provider Communication

Published July 2, 2016

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.

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

Published July 1, 2016

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.

Medical School Focus on the Patient Experience

Published June 30, 2016

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.

Enlisting Patient and Family Advisors

Published June 28, 2016

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.

Enhancing the Great Expectations Program to Impact Overall Patient Experience

Published June 28, 2016

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.

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

Published June 27, 2016

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.

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

Published June 24, 2016

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.

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

Published June 23, 2016

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.

Voices of Patients and Families: Partners in Improving Patient Experience

Published June 22, 2016

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

Utilizing Lessons Learned from Patient Grievances

Published June 21, 2016

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.

Using Patient/Family Feedback within a Health System

Published June 15, 2016

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

Service Recovery and Apology: Getting it Right

Published June 11, 2016

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.

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

Published June 7, 2016

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.

Framing the Field of Patient Experience

Published May 19, 2016

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.

Learning from Patient Narratives

Published May 3, 2016

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.

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

Published April 28, 2016

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

Published April 28, 2016

Exploring patient satisfaction with interdisciplinary care of complex feeding problems

Published April 28, 2016

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

Published April 28, 2016

Reflecting on the Field of Patient Experience

Published April 5, 2016

By Deanna Frings I was recently invited to participate in a panel discussion on the topic of talent and the patient experience at an event for healthcare human resource professionals.  The event says so much about how far we have come in our understanding of what it takes to support patient experience excellence and this

Grievance Letter Writing for Healthcare Consumer Advocates

Published March 15, 2016

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

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

Published February 26, 2016

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.

Key Communication Skills for Patient and Family Advisors

Published February 11, 2016

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?

Operationalizing Your PFAC: 7 Steps to Sustainability

Published December 15, 2015

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.

Leveraging Shared-Decision Making to Manage Population Health

Published December 3, 2015

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.

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

Published November 17, 2015

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).

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

Published November 12, 2015

The critical role of family in patient experience

Published November 12, 2015

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

Published November 12, 2015

Parents’ experiences of neonatal care in England

Published November 12, 2015

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

Published October 20, 2015

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.

Inspired Healthcare – A Collaboration Blueprint

Published September 29, 2015

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

Engaging Patients and Families Each and Every Time

Published September 10, 2015

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.

Patient Advocate: A Critical Role in Patient Experience

Published August 7, 2015

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

Patients and Families Included

Published August 4, 2015

By Jason A. Wolf, Ph.D. Just a short, but incredibly exciting 5 years ago, I was writing my fourth patient experience blog in what has become a monthly occurrence. In that blog I introduced the definition of patient experience created by early contributors to The Beryl Institute community. In those first months of our work we were

Patient Experience: Touching the Heart of Medicine

Published June 9, 2015

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.

Enhancing the Patient Experience with Volunteers

Published May 19, 2015

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.

Patient complaints as predictors of patient safety incidents

Published April 29, 2015

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

Published April 29, 2015

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

Published April 29, 2015

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

Published April 29, 2015

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

Published December 11, 2014

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.

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

Published November 20, 2014

Enhancing patient experience by training local trainers in fundamental communication skills

Published November 20, 2014

Customer service vs. Patient care

Published November 20, 2014

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

Published November 18, 2014

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. 

Mission Control: Driving Patient Satisfaction

Published July 10, 2014

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.

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

Published July 8, 2014

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

Patients as Partners: Integrating Patient Feedback in Improvement Initiatives

Published July 8, 2014

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

The Journey to Improving the Patient Experience

Published September 23, 2014

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

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

Published April 30, 2014

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

Published April 30, 2014

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

Published April 30, 2014

Getting CLUED IN to the Patient Experience

Published March 20, 2014

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.

Bust Your Assumptions About What Matters to Patients

Published September 9, 2014

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.

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

Published December 3, 2013

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.

Advancing PFCC through Executive and Advisor Leadership

Published November 5, 2013

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. 

Driving System Change through a Patient and Family Advisory Council

Published August 20, 2013

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.

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

Published February 4, 2013

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.

IDEAL: Patient & Family Centered Communication

Published February 4, 2013

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.

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

Published January 31, 2013

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

Complaints and Grievances

Published January 1, 2013

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.

Disruptive Behavior

Published January 1, 2013

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

How Reid Transformed Culture and Raised HCAHPS

Published September 27, 2012

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.

Families in the ICU Oh My!

Published September 13, 2012

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.

PFCC: Beyond the Walls

Published April 10, 2012

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.

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

Published March 6, 2012

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.

Patient Experience – A Doctors Journey

Published February 7, 2012

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.

What’s Up Doc? Positively Impacting Communication with Doctors

Published January 24, 2012

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

Using Life Stories to Create the Ultimate Patient Experience

Published December 7, 2011

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. 

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

Published September 20, 2011

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

What Patients Fear and Why We Have to Know

Published August 16, 2011

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. 

Auxiliary Fundraising 101

Published January 1, 2010

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

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

Published January 1, 2010

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.

Advancing Patient and Family Engagement: The Role of the Volunteer

Published January 1, 2010

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.

Best Practices in Successfully Training Volunteer Mentors

Published January 1, 2010

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.

Blueprint for an Innovative & Unique VolunTEEN Program

Published January 1, 2010

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.

Meeting Community Needs – Volunteering, Shadowing and Education in Healthcare

Published August 22, 2024

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.

Techniques to Improve your Volunteer HPC Program or Any Volunteer Program

Published August 22, 2024

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

Volunteer Partnership With Community College Nursing Program

Published August 22, 2024

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

Experience as Integrator

Published March 9, 2020

by Tiffany Christensen, CPXP The other day I went for an iron infusion, and because I have a history of anaphylaxis with iron, I am required to receive pre-meds of IV Solumedrol and Benadryl. Taking these two medications together feels like someone has strapped my body to an electric fence and then put a spell