2pm ET / 1pm CT / 12pm MT / 11am PT – 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
2pm ET / 1pm CT / 12pm MT / 11am PT – 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
2pm ET / 1pm CT / 12pm MT / 11am PT – 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
In this case study from Yale New Haven Hospital System, learn how the creation of an Operating Manual for all Patient Relations Departments across their health system aids in setting expectations for staff in quality, safety and experience. Initial outcomes from the new manual include higher compliance rates in case documentation and greater clarity around
No one can deny the fact that healthcare in the U.S. is complex. But how did we get here? How do patients and caregivers experience that complexity? And are we, in fact, crushing it, or is it crushing us? Based on the study of millions of conversations from all segments of healthcare, this presentation takes
A senior co-chair of the Family Advisory Council at Boston Children’s Hospital shares how a mission statement, unified volunteers, and a shared purpose led to a strategic plan that elevated the council’s visibility and ultimate success. In this learning bite, learn three key steps to fostering a welcoming, respectful and supportive environment for council members
In this PX Blog, I will address the patient experience from a patient’s perspective, mine! Having been diagnosed with cancer, I got empowered by taking charge of my diagnosis. Now thriving, I am living with purpose and passion. As an educator, published author, and patient advocate, my mission is to help others through their journey
This learning bite brings to light the importance of understanding our patients’ barriers in healthcare. Learn how design thinking can be a tool to improve experience. Through the human-centered approach of design thinking, we can integrate the needs of the people into our processes and procedures that create more equitable experiences for those in our
Communication. Collaboration. Customer Service. Sutter Health proudly shares how these focus areas helped their frontline staff rediscover the joy in healthcare through back-to-basics training in communication and service behaviors.
Transitions in care involve more than just moving patients between care settings and providers. It encompasses communication, information, navigation, preparation and having choices in services and programs – especially during a pandemic. In this research paper, grant recipient Albert Health Services shares their two-year project to identify the key experience measures for patients, families and
As an evidence-based, data-driven nursing initiative, we know that purposeful rounding provides accountability at the bedside that significantly impacts the patient experience. But how do you leverage modern communication tools and techniques to streamline information flow among care teams in the clinical setting? How do you actively involve patients in their care and foster better
Listen as Dr. Ahmed A. Abdelkawy discusses how collaborating with patients and families to redesign the patient journey has improved the quality of care and patient experience in the emergency department at King Faisal Medical Complex in Saudi Arabia. Learning Objectives ⋅ Define the problem resulting in decreased patient experience rate in ED ⋅ Clarify
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 your PFAC, there
This grant research report explores the reasons why people decide to return to the Emergency Department (ED) after an initial visit and whether their first experience contributes to their decision. The study reveals that building a patient’s trust on the first visit to the ED can have an impact on the patient’s confidence and capability
Experts from around the globe in the field of patient and family partnerships explore what is needed to evolve the role of Patient and Family Advisors (PFAs) so healthcare organizations can learn from their experiences. Contributors identify what they see as gaps in PFA utilization and share their hopes for expanded use in the future.
Whether you are building your first PFAC or wanting to sustain an existing one, this learning bite provides the foundational principles for achieving success. Hear from a member of the Global Patient & Family Advisory Board of The Beryl Institute to learn how his experience as a first-time caregiver led him to wanting to give
Erica Luciano, Program Manager, Volunteer Services, UChicago Medicine Kathleen McIntire, CAVS | Director, Volunteer Services | Kaiser Permanente Los Angeles Being in a hospital can be frightening, painful, and oftentimes overwhelming for patients. But those without family members or friends to visit them may face the extra burden of loneliness. Loneliness has consequences that may
With the assistance of a grant from The Beryl Institute, Southwestern Health Resources designed a patient experience program that would tailor to the specific needs of individual providers and practices.
Realizations of the importance of “the art of medicine” in trust-building and patient satisfaction have resulted in the incorporation of narrative medicine programs into training curricula. By learning how to respond to patient stories as well as communicate their own, healthcare providers can ensure that their patients feel heard and respected. This study seeks to
As part of a larger study investigating the utility of electronic decision support tools for patients with head and neck cancer (HNC), this article describes the patient experience of receiving cancer treatment in British Columbia, Canada. It aims to give voice to the patient experience and recommend a model of psychological adjustment for clinicians and
The COVID-19 pandemic was highly disruptive to healthcare and negatively affected healthcare worker and patient experience on multiple levels. Patient Family Advisors serve an important role in partnering with health systems to improve patient experience, yet the work of many volunteer programs were interrupted by the onset of the pandemic, at a time when integrating
Recent definitions of patient engagement in research (PER) emphasize that engagement should be meaningful, active and an equal collaboration across the research continuum. The increased interest in patient engagement is predicated on the recognition by researchers of the unique experiential knowledge provided by individuals with lived experience, ethical obligations to democratize science and that patient
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.
This research study explores the impact of recreational art activities on the human experience of hospitalized patients. With funds awarded through The Beryl Institute’s Grant Program, University of Maryland St. Joseph Medical Center launched Heart Cart, a painting program for inpatients. Reaction to the initial pilot from cardiac surgery patients was so positive, the art
Supported by a grant from The Beryl Institute, Ascension Senior Living set out to quantitatively measure if they could improve wellness and well-being for residents living with dementia through reading activities that promote social interaction. By implementing the Reading2Connect Social Engagement Program, long-term care residents at Ascension found greater quality of life through illustrated books
In this case study, 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
Individuals want to interact with people who look like they do, and while many organizations have recognized the importance of diversity within their hired staff, the traditional volunteers in some organizations may not reflect the demographics of the patient population. Join us for an open discussion on creating a JEDI volunteer workforce. Discover how to
Lynn Charbonneau MBA, CPXP | Director, Patient Relations and Guest Services, Tampa General Hospital During this webinar, you will learn about a new approach to grievance resolution through the use of grievance panels versus a committee. The approach includes key leaders who can make changes within the organization as a result of patient complaints. This
This paper explores the integration of a new recreational art program and how it impacted patient experience.
This paper identifies what bias looks like in healthcare settings and acknowledges its serious and lasting consequences on patient outcomes and overall experience. In this paper, healthcare leaders share what they have learned about addressing bias and the immediate need to begin rebuilding trust with those they serve. Patients and families share their lived experiences
Marisha DiCarlo, PhD, MPH | Vice President, Community Engagement, Advocacy and Health, Arkansas Children’s Erica Phillips, MA, CFRE, CAVS | Executive Director, Volunteer Engagement, Arkansas Children’s Through Arkansas Children’s Hospital’s (ACH) 2022 Community Health Needs Assessment (CHNA), implementation strategies were identified to prioritize and plan for evidence-based solutions to address top health needs for children
When an accident took Nicole Rakowski from her administrative role at Hamilton Health Services to being a patient, she gained a unique perspective on patient experience and was inspired to make a difference.
Jaime Harry, MSW, LCSW | Licensed Clinical Social Worker and Wellness Program Liaison, University of Texas Southwestern Medical Center Laura A. Kirk, MSPAS, PA-C, CPXP, DFAAPA | Assistant Director of Advanced Practice Providers, Ambulatory Services Office of Advanced Practice Providers, University of Texas Southwestern Medical Center This interactive webinar will provide an opportunity for participant
Delivering Veteran-centered advocacy services to honor, advance, and influence the provision of healthcare to America’s Veteran is the mission of the Veteran Health Administration’s (VHA) Office of Patient Advocacy (OPA). Three key strategic drivers set by OPA in carrying out this mission are: PEOPLE: Increase the trust of our Veterans by providing world-class customer service
After realizing the limitations of survey data, Children’s Mercy Kansas City worked to pivot their approach to guiding hospital improvement by partnering with PatientsVoices, a company that provides an innovative AI solution that allows patients to tell their stories.
Staff at Gramercy Surgery Center noticed a number of redundancies in their internal workflows when communicating with patients that were leading to a diminished experience. In an effort to solve the redundancies, they turned to an innovative approach – asynchronous video.
Michelle Harris | Manager, Interpreter Services, Michigan Medicine Christa A. Moran, NIC, MEd, CoreCHI | Supervisor, Interpreter Services, Michigan Medicine Interpreters are one of the few individuals who experience all facets of the health care system. In this webinar, participants will learn how interpreters’ suggested improvements for Limited English Proficient (LEP) and deaf patients were
The Beryl Institute releases its newest PX Paper identifying how volunteers are transforming healthcare by impacting eight critical areas of patient experience. The paper highlights perspectives from both volunteer leadership and the volunteers themselves on the value and means in which volunteers are recruited, developed and strategically deployed.
This connection call discusses rolling out and supporting successful Telehealth services.
Angela Liu Zucker School of Medicine at Hofstra/Northwell Alicia W. Leong Icahn School of Medicine at Mount Sinai Alice Fornari Zucker School of Medicine at Hofstra/Northwell Taranjeet Kalra Ahuja Zucker School of Medicine at Hofstra/Northwell
Corey Adams, Researcher at the Australian Institute of Health Innovation, shares the impact of trauma on the patient experience. Corey shares his personal story of trauma and how we can alleviate the negative effects of trauma by building a culture of safety, kindness, trust, and respect.
Northwell sought the voices of patients to co-design an updated patient portal in response to the Cures Act.
Ann E. Doran, MHSM, MPA, CPHQ, CPHRM | Executive Director, Office of Patient Advocacy, Veterans Administration Kelly E. Holland, MHA, CPXP | Manager Patient/Family Experience, UVM Medical Center Robert Rahal, MPA, MCM | Patient Experience Officer, VA Central California Healthcare System Linda Van der Voort, MA, CPXP | Director, Patient Relations, Language and Disability Services,
Lost patient belongings are common in healthcare, occurring most often in inpatient units, outpatient units and the emergency department. Memorial Health Regional Services began an initiative dubbed “SKIDLS” as a call to action for staff to take better care of patients’ personal property.
Learn about the role of mobile patient engagement, including other learnings from the survey like the most used and desired mobile features and the biggest challenges organizations face when launching digital solutions.
Explore how to use what patients tell us as actionable and valuable feedback to shift culture and processes.
Learn how to strengthen LGBTQIA+ inclusion, and how to better meet the needs of diverse and underrepresented populations in healthcare.
Hear the lived experience of what it’s like when a family member is going through cancer treatment.
Bob Pollard was a healthy 62-year-old when he was diagnosed with COVID-19, in the hospital and unable to breathe with a high likelihood of not making it through the night.
Nikki Montgomery, Executive Director of Madvocator Educational and Healthcare Advocacy Training and Program Manager, Family Voices National, shares the impact of inequities and bias in healthcare from a patient’s perspective.
What is the root cause of the breakdown in trust, what does it mean for a healthcare organization to be trustworthy and how do we move ahead from here in rebuilding patient, family and community trust?
Learn strategies for creating a PFA co-design program that enables patients and families to participate as equal partners in innovating health care experiences.
Learn how the VA developed a program that addressed the needs of that vulnerable, yet often overlooked, population of veterans; using an innovative social prescription method that’s as old as time.
Paul Jaglowski, Co-Founder and Chief Strategy Officer at Feedtrail, shares his experience as a NICU dad and why personalized engagement is so important for not only the families and patients receiving care but also for the care teams and clinicians. Paul recommends best practices for engagement and recognition to elevate the care experience for all
This connection call focuses on how organizations are collaborating with other departments to improve patient acquisition and retention, and how they may be using digital platforms or programs to monitor consumer trends.
Alexie Puran MD, MS, FACEP, FAAP, CPXP, NYC Health + Hospitals discusses Behavioral Health Associates (BHAs), and how the incorporation of this new staff position has led to improvements in the care experience for psychiatric patients who board in the Pediatric ER.
This paper, written in collaboration with the Institute’s Patient Advocacy Council, examines how patient advocacy data – complaints and grievances – is used to improve patient experience in healthcare.
It is not uncommon in the American medical community that a personal narrative sparks a conversation about a controversial topic. In 1988 the Journal of American Medical Association published a narrative by a medical doctor which provoked a debate on euthanasia within the readership of the journal and the greater public. The testimony that I
Anticipating dire consequences, in 2020 the world braced itself for the unparalleled pandemic by resorting to unprecedented measures including stringent lockdowns, unforeseen social isolations, spotlight focus, resource diversions besides reorganized healthcare systems to name the quintessential few. Such unifocal convergence enhanced the vulnerabilities of patients dependent on non-COVID healthcare assistance. For a nation with a
The coronavirus pandemic has affected our health, social behavior, and quality of life. In addition to the deaths and morbidity, the crisis also affects all spheres in society. The objective of this study was to assess the perception of hospital patients and families regarding the pandemic. This is a descriptive study conducted May-July 2020 in
Patient and family engagement as part of the health care team is increasingly recommended to meet the objective of providing safer and more coordinated care, as well as enhancing patient satisfaction. This project explores both health care professionals’ and patients and families’ experiences with patient- and family-centred care (PFCC) and interprofessional practice (IPP). Data were
This mixed-methods study investigated the effects of the COVID-19 pandemic on Patient and Family Advisory Councils (PFACs) within children’s hospitals in the United States. Specifically, the study sought to understand how PFACs adapted operations as a result of the COVID-19 pandemic, how patient and family advisors (PFAs) were engaged in the response to COVID-19, and
The objective of this study is to explore patient and caregiver factors that shape the use of available resources to support caregiving for lung cancer patients undergoing treatment. A mixed-method study was conducted at one regional cancer centre within the Province of Ontario, Canada, using concurrent triangulation design. Adult patients with lung cancer (n=46) and
The NHS is committed to working with patient groups and the public to co-design health services to ensure that lived experience is used to optimise service design and delivery. This case study describes and considers methodologies used by commissioners to meaningfully engage and collaborate with patient groups to co-design respiratory services in a region of
The Hospital at Home (HaH) care model is naturally patient-centered, with improved patient and family experiences and outcomes firmly anchoring the innovative approach to care. Existing literature focuses largely on the health care and patient care outcomes of HaH; however, to date, none of the identified literature has reported on engaging patients and families in
Join us for this compelling and raw story of Risa’s journey to accepting support while coping with a rare disease.
The guide for providers, care partners, policy makers and researchers is the foundation for this webinar’s panel discussion on what matters most to family members and care partners.
Explore a MLMS project focused on Veterans with spinal cord injuries with a brief overview of various forms of life-story work, such as narrative medicine, dignity therapy, and narrative therapy.
Grappling with long-COVID.
There is no excellence in the patient experience without great intention focused on creating a caring workplace culture.
Telling the story of one patient’s experience of care can memorably illustrate improvements or problems in a care pathway.
The Ministry of Health Saudi Arabia Patient Experience Measurement Program.
The gift of caring for a special needs child.
Jeff Cousins, member of The Beryl Institute’s GPFAB and Family-Centered Care Consultant, AdventHealth shares how his organization uses Compassion Rounds to provide emotional and spiritual support to families and caretakers during difficult hospital stays.
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.
Glenda Sirota lives in Chicago, is 80 years old and says she is “living her best life” after a series of extreme medical events that placed her in a coma for 28 days.
This article is a narrative of one patient’s experience during COVID-19. As a non-COVID patient, she shares her personal fears, the fears of others in her family and the fears of the healthcare professionals. These fears have made navigating the healthcare systems stressful for patients but also caused patients to avoid them completely. In some
Providers strive to help patients live the best, healthiest life they are capable of living. However, those efforts should involve a careful assessment of what the patient’s optimal health status is. It is deleterious to the therapeutic relationship to drive a patient towards a health status they are not able to attain. This article provides
We examine the experiences of Consumer Representatives participating in consumer engagement activities across a public health service in NSW, Australia. A team of Consumer Representatives and staff members use a participatory, constructivist paradigm and a hermeneutic phenomenological approach to analyse ten interviews with Consumer Representatives over three years 2017-2019, and three focus groups in 2020.
There has been a proliferation of patient engagement (PE) in healthcare activities. However, the concept of “engagement” has existed for decades; the first Patient and Family Advisory Committees (PFACs) in North America were formed in the 1970s. These committees are an important mechanism for involving patients and family and have proliferated across the healthcare sector.
The objective of this patient-led study was to explore the motivations, experiences, and aspirations of people living with metastatic cancer who volunteer in patient engagement. This qualitative study filled a gap in lived experience research about patient engagement by focusing on an oft ignored population – those living with metastatic cancer. We used a patient-oriented
Patient engagement in primary care has been the focus of many studies; however, little research has evaluated its added value to organisational management in an academic community-based primary care practice (ACBPCP). In 2017, managers of an ACBPCP in Montreal, Canada, decided to integrate patients into the organization’s management committee to enhance the quality and relevance
Hear lessons learned, available caregiver resources, as well as resource strategies that have been implemented to help support caregivers beyond the project and through the COVID pandemic.
Dr. Grace Cordovano is a board certified patient advocate with a wealth of experience navigating the US healthcare system on behalf of herself, family and clients.
Networking and shared learning in a virtual environment.
Prince Taylor, Deputy Director, VA Center for Development and Civic Engagement, discusses loneliness and its negative impact on our health and how social prescribing can change provide non-medical intervention and positively effect patient outcomes.
Connection Calls provide opportunity for networking and idea sharing with peers. In addition to a discussion on a pre-announced topic, each call includes time for general discussion on the issues relevant to the community.
As a Black woman and a patient, the author describes what it is like navigating healthcare as a person of color in the U.S. Fully aware of the disparities that exist in healthcare, she shares her personal roadmap for assessing equity as a patient searching for a new provider. In the absence of standardized ways
A physician shares the story of his brother’s experience in an ICU, how the hospital caring for him failed him as a human being, and how the pain of not being properly cared for and not being treated with dignity and respect left the patient feeling he would be better off dead. In the back
In Canada and the USA, about 30% of people with HIV are uninsured or not covered by government-subsidized health insurance. This paper presents a patient’s narrative of his experience being diagnosed with HIV and accessing care in the midst of his process of immigrating to and studying in Canada. The narrative explores how Vincent Croft
Enduring multiple sources of marginalization, lesbian, gay, bisexual, transgender, and/or queer (LGBTQ+) youth of color living at the United States-Mexico border navigate stigma and health challenges surrounding their LGBTQ+ and ethnic identities. This study sought to delineate barriers to health care experienced by marginalized young adult patients. We qualitatively examined the patient experiences of 41
This first paper from the Institute’s Global Council includes accounts from individuals committed to elevating the conversation on human experience and expanding the global experience movement.
Successful integration of standard processes and lean methodologies provide a strong basis for personalized patient care at Wellstar Paulding Hospital, but data-driven excellence requires ongoing evaluation and improvement efforts to maintain and exceed prior performance. With their eye on the Baldrige Award for Healthcare, Wellstar Paulding Hospital knew that their current digital rounding platform was not
When Tanya Lord’s son, Noah, was born she was a pathologically shy mom who had found her purpose in motherhood. After Noah tragically died from medical error, Tanya was adrift in a sea of grief. Tanya shares “grief found my voice and improved my purpose.” You won’t want to miss this story about a mother’s love and how her grief drove her to make change in the world.
Explores the results of an Experience-based Co-design project, done virtually, that took an innovative approach to recruit individuals who use or have a history of using substances.
Explore the power of the PFA and how co-design is crucial for the future of healthcare.
Matthew D. Schulz, M.A., Physician Relations Manager, Marketing & Communications Department, Central California Medical Group at University Center of Excellence shares that each interaction and conversation you have with a patient, no matter how small it might seem, can have a big and lasting impact.
Hear how Lakeridge Health staff and Patient and Family Experience Advisors (PFEA),kept engagement and collaboration a priority – even through the pandemic
If your organization is looking to build or rebuild a Patient and Family Advisor Program, this webinar may just be the spark of inspiration you are looking for.
Whether for telehealth appointments or for virtual connection during hospitalizations and long-term care, access to technology has the potential to greatly increase family and care partner engagement with the healthcare team. In order to meet patient needs and involve care partners effectively, healthcare leaders must ensure that technology doesn’t become a social determinant of health.
Partnership in care and patient engagement is an expanding approach and tremendously promising for improving the quality of healthcare services. However, the approach could be subject to many issues and challenges of various kinds. In this paper, we develop a reflection of the challenges and issues that the approach of patient engagement and partnership in
The ravages of COVID -19 and the no visitor policies that accompany it have forged a tectonic shift in the patient and family experience. This hit home for me with a recent family member health event and hospitalization, leading me to think “we HAVE to do better!” Why should hospitals and health systems care about family involvement
With the emergence of the coronavirus (COVID-19) pandemic in the United States in early 2020, hospitals across the country made the difficult decision to alter visitation policies, by either limiting visitations or restricting visitations altogether by closing access to family, friends and care partners in an effort to reduce further spread of the virus. While
In April 2020, the New York State Department of Health issued guidelines regarding suspension of hospital visitation due to coronavirus disease 2019 to protect staff and patients and prevent spread of the virus. Recognizing that patients would need extraordinary emotional support as they faced this frightening journey, two hospitals from a health system in the
Effective communication between health professionals and patients is essential to patient safety and quality care. Primary care providers seeking specialist advice to manage patients’ conditions in the community has recently been adopted to improve timely access to specialty care and increase the efficacy of the referral process. To understand patients’ and family caregivers’ perceptions on
The aim of the present evaluation was to evaluate the use of an online digital platform (ODP) to deliver patient education and support (PES) to patients undergoing total hip replacement (THR) and total knee replacement (TKR) surgery. Six objectives were outlined to assess the following areas: patient engagement; ease of use; understanding of information; quantity
The onset of any emerging outbreak is stressful for everyone. Singapore was one of many countries affected early by COVID-19. In response, many precautionary measures were quickly initiated, including the isolation of suspected COVID-19 pediatric cases, and their caregivers were isolated together with their hospitalized children as a result. Caregivers play an important role in
The objective of this study was to explore patients’ experiences when preparing for and undergoing general surgery at a large tertiary hospital. Findings aimed to inform the development of a prehabilitation program to empower patients to optimize their recovery and enhance their experience of general surgery. A qualitative exploratory research approach was utilized. Patients (>18 years)
Community Psychiatric Services for the Elderly (CPSE) at a large teaching hospital in Toronto has offered a monthly support group for caregivers of persons with dementia for over 30 years. Participants were surveyed in January 2018 about group attendance, benefits of attending the group, and areas for improvement. Results are shared in this case study.
Connection Calls provide opportunity for networking and idea sharing with peers. In addition to a discussion on a pre-announced topic, each call includes time for general discussion on the issues relevant to the community.
Patti Lael, RN, BSN, CPXP, Clinical Education Specialist at SONIFI Health, shares that by intentionally focusing on successful transitional care, you are also setting up patients for continued positive health outcomes, decreasing the likelihood of readmissions and improving the patient experience from admit to discharge and beyond.
Listen as the team from Harris Health System discusses how COVID-19 forced them to evaluate the relevancy of their volunteer programs once traditional onsite programs had to be suspended.
Jono Broad grew up with a diagnosis of bronchiectasis only to learn well into adulthood that the correct diagnosis was cystic fibrosis.
Connection Calls provide opportunity for networking and idea sharing with peers. In addition to a discussion on a pre-announced topic, each call includes time for general discussion on the issues relevant to the community.
Explore the Second aim in the Care Teams segment of The New Existence: Invite and Activate Partnership.
Ryan Fowler “never wanted for anything” growing up but found himself self-medicating with drugs and alcohol in his teens and 20’s, resulting in full-blown addiction.
Explore the first aim in the Care Teams segment of The New Existence: Redefine the Care Team. This segment calls on us to “redefine and advance the integrated nature of and critical role patients and their circle of support play on care teams.”
Experience the power of a simple question and learn the strategic steps a large health system took to build momentum around patient engagement.
A mom who lost her baby in the NICU, Isabela has taken those difficult experiences and turned them into both her personal and professional motivation to do and be better. Y
Using empathy training to improve patient experience.
Learn how NSW Health is working with people (patients, carers, families & communities) and CEC staff to promote and embed a fundamentally different approach to how we partner and where we focus our improvement work.
Gain an insight into the Always Events® methodology which enables the co-design and consistent implementation of improvements that address what matters most to patients.
Learn about a program to help patients better utilize the plethora of digital tools and resources available to them and their care partners throughout treatment beyond.
Partnership between patients and their families/significant others with trained healthcare team members in a supportive environment are key for improving outcomes for patients with dementia in the acute care setting.
Rosie Bartel is a powerful voice for patients and families. After an infection changed her life forever, she chose to share her story and help organizations working to improve patient experience across the US.
Connection Calls provide opportunity for networking and idea sharing with peers. In addition to a discussion on a pre-announced topic, each call includes time for general discussion on the issues relevant to the community.
Explore the development of a hospital-wide bereavement committee to implement and improve end-of-life services in a pediatric hospital,
How does a patient find a culturally competent provider?
Hear how a parent to parent model supporting families who have children with life threatening medical conditions is effective in stress reduction.
Learn about the impact of fear on patient outcomes and experience. We also explore parent’s greatest fears and how caregivers can best alleviate those fear
The Beryl Institute and Ipsos released its findings from the third PX Pulse, a quarterly tracking survey and a first of its kind effort to elevate understanding and track current perspectives on patient experience in healthcare across the United States.
Learn about Mount Sinai Health System’s Spanish-Language Preferred OpenNotes Patient Navigation Program.
Learn more about patient focused quality improvement and the benefits of using proven tools such as Experience-Based Co-Design (EBCD) and Patient and Family Centered Care (PFCC).
The second edition of the quarterly survey comes amidst the COVID-19 pandemic, and finds that while fewer Americans are visiting primary care physicians and specialists, their level of satisfaction with their healthcare has significantly increased since the last Pulse in January.
Better understand food insecurity – the scope and impact, and how MetroHealth is responding. Specific programs and partnerships are highlighted, including stories that demonstrate the impact on patients.
“A Complicated Gift”: Erin Moore knew her children had a 25% chance of having cystic fibrosis and, with the birth of her son 10 years ago, her family saw that statistic come to life.
Learn how your organization can improve patient satisfaction by performing these best practices with purpose, as well as a targeted focus.
Brenda Radford, Director, Member Engagement at Amerihealth Caritas, shares six recommendations to effectively resolve your patient’s complaints and grievances.
Professor Curt Taylor is a highly successful Game Theorist and athlete who also happens to navigate the world without sight.
Curt shares candid thoughts on some “do’s” and “don’ts” for engaging with people without sight. Some of it may surprise you, some of it might make you cringe and all of it will inspire you.
Lara Goorland, Senior Director, Clinical Operations at PWNHealth, shares that making access to care easier and having access to virtual care is critical as the healthcare world continues to evolve.
Laurie dives deeper into the cancer treatments she went through and her personal reaction her changing body.
On the Road with Hennepin Healthcare – January 2020 by Jason A. Wolf, PhD, CPXP My latest On the Road visit brought me to a place deeply rooted in its community, storied in history, focused on service and committed to those with the greatest needs. At Hennepin Healthcare I was honored to meet team members,
Laurie was a working mom living in New York City when a diagnosis of breast cancer turned her life upside down.
If “patient values guide clinical decisions” what does that mean in the context of euthanasia?
On the Road with Memorial Care Long Beach Medical Center – December 2019 by Natalie McKay and Stacy Palmer, CPXP Our latest On the Road took us to Southern California where we learned about the incredible patient experience work happening at MemorialCare Long Beach Medical Center (LBMC) and Miller Children’s and Women’s Hospital Long Beach (MCWHLB).
Is there a bia against people living with mental illness?
A patient and therapist’s perspectives on dealing with mentail illness.
On the Road with Sutter Health, Northern California – November 2019 by Tiffany Christensen, CPXP Our latest On the Road took me to Sutter Health, a large integrated health system in Northern California with over 53,000 employees, 14,000 physicians and advanced practice clinicians, 24 hospitals, 2,000 ambulatory clinics and eight behavioral health centers. Looking through
How is the Baby Boomer Generation already impacting the landscape of Long Term Care?
Is it wrong to eat homemade pie when we visit a patient in their home? See what you think after hearing from Nicole Claggett and Cooper Linton.
Learn practical approaches that can be implemented within any hospital or practice to ensure you’re providing equal access to healthcare services for everyone.
Police officers are trained to keep a community safe. But what if that community is within the walls of a hospital?
Incorporating patients with disabilities into the DEI practices.
The aim of this project was to determine if having patient/family advisors partnering with unit/site/program staff to develop and implement a tool to gather real-time patient experiences, is a feasible measure of what works well and where improvements are needed.
Through the voices of patient advocate contributors, this PX paper explores the important role that patient advocates, both organization-based and independent, play in supporting patients and caregivers.
Dr. Rana Awdish shares her harrowing journey from doctor to critically ill patient, in her 2018 memoir, “In Shock.”
Improving the patient experience for people with disabilities.
Neurosurgeon, Erik Hauck, saved Kara’s life after an unexpected bleed in her brain.
Four patient advocates from around the US, responsible for addressing complaints and grievances within their healthcare setting, are honest about the challenges of joy in this unique healthcare role.
Introducing play therapy for pediatric inpatients and their families.
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.
On the Road with St. Joseph’s Health – Wayne/Paterson, NJ – May 2019 by Jason A. Wolf, PhD, CPXP A Cornerstone of Compassion Our latest On the Road presented a profound opportunity for me. Not only is St. Joseph’s Health and its flagship St. Joseph’s University Medical Center housed in one of the most diverse
Explore the use of volunteer peer mentors to support patients and families going through youth care transitions at the Alberta Children’s Hospital.
A qualitative approach to understanding patient perspectives about being engaged in patient safety at the clinical level.
Understand a variety of levers available to multispecialty groups to improve performance related to patient experience and show how a compensation model was adjusted to emphasize patient satisfaction.
Normalizing the dying experience, supporting loved ones, and accommodating familial and cultural precedent through this process clears the way for both patient and caregiver to be present and participate fully in the end-of-life experience.
Hear how Kaiser Permanente, in an effort to provide their transgender community expanded and holistic care, utilized a human centered CoDesign methodology to create a large scale, multi-region peer navigation program.
On the Road with Sentara Healthcare – October 2018 by Stacy Palmer, CPXP Our latest On the Road allowed us to spend time in three of the twelve hospitals in Sentara Healthcare, an integrated, not-for-profit system that includes four medical groups, Nightingale Regional Air Ambulance and ground medical transport, senior care, home care and hospice,
This small-scale qualitative pilot project explored the utility, efficacy, and impact of a hospital-based tool, entitled This is My Child, for children with autism.
The study engaged 2,000 respondents across four continents and shares the perspectives of consumers of healthcare on the patient experience, its importance, the critical factors that impact its success and how it will influence individual choices in healthcare.
On the Road at Patient Experience Conference 2018 – April 2018 by The Beryl Institute Team Patient Experience Conference represents a time of learning and intentional networking for the patient experience community through identifying strategies and discovering solutions in improving patient experience at their organizations. These three days in Chicago also represented a time of
On the Road with Ann & Robert H. Lurie Children’s Hospital – February 2018 by Natalie McKay and Stacy Palmer, CPXP Our latest On the Road took us to the warmth and comfort of Ann & Robert H. Lurie Children’s Hospital of Chicago on an otherwise cold and stormy winter day. Located in the heart
Gain a deep understanding of the impact of illness on relationship, and approaches to use with patients and caregivers.
This presentation provides clinicians and non-clinicians of all levels of experience and working in varied clinical settings with fundamental information to improve their ability to provide culturally competent, welcoming, and supportive care to transgender patients.
Grace Hwang, Executive Director of Health at IDEO, discusses the collaboration with Planned Parenthood to create the Hub and Recovery, a comprehensive set of design guidelines based on human-centered design research with patients and employees. The partnership began with a shared belief that a well-designed health care experience should not be a luxury.
Learn specific steps taken and the outcomes achieved in empowering a parent task force focused on supporting young adults as they transitioned to adult care services.
On the Road with Hospital Sírio-Libanês – September 2017 by Jason Wolf, PhD A Foundation of Collaboration My latest On the Road took me back to the warm and welcoming streets of São Paulo, Brazil and the Hospital Sírio-Libanês, an integrated system with units in both the private and public health sectors and reaching from
On the Road with Marshfield Clinic – August 2017 by Deanna Frings Our latest On the Road took me through my home state of Wisconsin to Marshfield Clinic Health System (MCHS), a regional destination for world class health care for over 100 years. It was founded in 1916 by six physicians coming together to care
Explore several best practices that improve Caregiver Experience and subsequently Patient Experience. #WherePXmeetsCX
On the Road in NSW and WA, Australia – May 2017 by Jason A. Wolf. PhD, CPXP Reinforcing the Global Nature of Patient Experience In my recent blog published while still on my visit to Australia this April/May, I reflected that in engaging in the expanding conversation on patient experience excellence around the globe, there
Creating an environment focused on greater cultural competence will improve the interactions between patients and the hospital team.
Provide Patient and Family Advisors the skills and tools needed to be an effective improvement team member. Including the patient voice is important when initiating new processes, design, and policies as well as when making improvements.
On the Road – Patient Experience Conference 2017 – March 2017 by The Beryl Institute Team Patient Experience Conference represents a year of significant work since the community last came together. These three days continue to be a reminder of the importance of a commitment to experience and to ensure it remains at the heart
On the Road with Littleton Adventist Hospital – February 2017 by Stacy Palmer Our latest On the Road took us to Colorado’s front range to visit Littleton Adventist Hospital (LAH). A full-service medical center south of Denver that has provided compassionate health care for more than 25 years, LAH is one of 17 hospitals in
Learn how a redesign of direct and individualized patient engagement has become healthcare’s new baseline and provides for return on value as associated to the affects on stress, anxiety, pain, mood, and outlook on recovery.