Blog
Showing 1–16 of 97 results
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Staff & Provider Engagement
“Soul Snack LIVE!” Restores Staff Spirits
Published December 4, 2023
By Genevieve Navar Franklin Shared content by the Patient and Care Partner Community of The Beryl Institute with permission from Kaiser Permanente One of the fundamental objectives of The Patient and Care Partner Community of The Beryl Institute is to bring greater understanding and support to patients and family caregivers. In partnership with our Global
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Innovation & Technology
5 Elements Not to Leave Out of Your Language Access Plan
Published May 23, 2022
Outcome-based care is changing the healthcare industry. When healthcare systems take a patient-centric approach to care, they can improve patient outcomes and overall satisfaction while also increasing job satisfaction among providers. As providers focus on the patient experience, it’s essential to consider the barriers to health equity that affect limited-English proficient (LEP) patients. LEP individuals
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Culture & Leadership
5 Ways to Support the Employee Experience to Develop a Seamless Patient Experience
Published August 15, 2022
Burnout across healthcare systems is rampant. It’s been an undeniably challenging two years with intense feelings of exhaustion, anxiousness, and anger being felt by employees and teams. When we talk about customer or patient experience (CX/PX), a lot of focus falls on the consumers. But it’s important to recognize these interactions are bi-directional and employees
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Environment & Hospitality
A Commitment to DEI: On-Site Interpreters for Patient-Preferred Languages
Published June 27, 2022
When the words “Penn State” are heard, many people often think immediately of FOOTBALL! One of my favorite stories – and perhaps the lesser known – is the Penn State football story that dates back to racial segregation in the 1940s when The Pennsylvania State University football team agreed that it would not play games where their
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Culture & Leadership
A Human-Centered Approach to Engaging Diverse Families in Pediatric Advisory Groups
Published May 28, 2024
By Nikki Montgomery, M.A., M.Ed., GPAC The pediatric world gets it right in many ways when it comes to engaging families. Families have to be involved in care when the patients are children. Families participate in developing care plans, and their expertise about their child is part of developing those plans. Families are welcomed, and
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Staff & Provider Engagement
A New Take on Patient Advocacy Rounding: An Advocate-to-Caregiver Approach Improving both the Caregiver and Patient Experience
Published July 22, 2024
By Kelly Gibbons MSN, RN Rounding is a well-established practice in healthcare, known for significantly improving patient experience scores, reducing safety incidents, and enhancing caregiver satisfaction. But how can patient advocacy teams integrate into the rounding process to benefit not only the patient experience but the caregiver experience at the same time? Many patient advocacy
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Patient Family & Community Engagement
A Passage of Advocacy and Listening: How My Name and Experiences Shaped My Purpose in Healthcare
Published December 2, 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
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Patient Family & Community Engagement
Amplifying Patient Voices: The Voices of Experience Podcast at Tampa General Hospital
Published January 12, 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
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Patient Family & Community Engagement
Amplifying Youth Voices: The Importance of Direct Pediatric Patient Feedback
Published March 12, 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
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Patient Family & Community Engagement
Beyond a Seat at the Table: Building the Infrastructure for True Patient and Family Partnership
Published February 25, 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
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Environment & Hospitality
Building Better Experiences: Partnering with EVS to Enhance Patient Care
Published April 2, 2025
By Andrew Cowart-Oberle, PhD, MHA, CPXP and Heather Lazarides, MHA, MS CCC-SLP, CPXP, Director of Patient Experience at BJC Health System Our Patient Experience (PX) team partnered with Environmental Services (EVS) to explore ways to enhance patient experience through their work. These discussions recognized the vital role EVS plays in patient experience, supported by patient
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Building IMPACTFUL Recognition Programs – Without Breaking the Bank or Staff
Published June 2, 2024
By Nate Hamme This blog is Part Two of a two-part series on the impact that employee recognition has on patient experience. The full series has detailed how misconceptions about employee recognition can be addressed with effective planning and cross-department leadership support. As I travel around the country speaking on the topic of care worker
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Culture & Leadership
Building the Ultimate Patient Experience Strategy: Lessons from an Iconic Burger
Published January 20, 2025
By Lanie L. Dixon and Cassie Voltzke When you think of an iconic burger, what stands out? The unique toppings—melty cheeses, tangy spreads, crisp vegetables, or bold condiments—make it memorable. Yet, the heart of any great burger lies in its fundamentals: the bun and the meat. Without these foundational elements, the toppings wouldn’t have anything
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Building Trust, Elevating Care: The Power of Human Experience in Healthcare
Published February 5, 2025
By Amber Maraccini What does improving the human experience mean to you? Improving the human experience means meeting people where they are, seeing their whole story, and creating environments where trust, dignity, and empathy are at the forefront. In healthcare, this translates to designing systems and interactions that not only meet patients’ and members’ needs
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Patient Family & Community Engagement
Building, Evolving, & Elevating PFACs: 8 Lessons Learned on My Journey from Advisor to PFAC Leader
Published February 9, 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
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Culture & Leadership
Call bell response times: More than just timeliness
Published December 21, 2021
As a patient on the ward at the National Naval Medical Center in Bethesda during the beginning of Operation Enduring Freedom (OEF), I had many occasions where I needed assistance from the nursing team. I didn’t track their times of arrival, but I gauged their performance on how they responded to my needs. Overall, it
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