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Showing 17–32 of 56 results
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Staff & Provider Engagement
Getting Back to Courtesy & Respect in Healthcare
Christie Zachman Manager of Patient Experience Unity Point Health Methodist Courtesy and respect have been a common trend in patient feedback for several years and tend to rank high on the list of patient and family expectations.¹ One could argue that is because regardless of our background, education, or experience, being treated with kindness is something
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Infrastructure & Governance
Going Off on a Tangent: Exploring the Possibility of Process Change
Most people are familiar with the quote by the Greek philosopher Heraclitus, “Change is the only constant in life.” As wise and true as these words are, change still catches most of us by surprise. In some people, the fear of change can even be anxiety-provoking (a condition known as metathesiophobia). While most of us
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Culture & Leadership
Gratitude: A Glimmer of Sunshine in the Covid Storm
Most frontline healthcare workers have reported being unhappy in their jobs for some time. Studies published before the pandemic indicated that 80% of emergency nurses and 65% of emergency physicians displayed one or more hallmark signs of burnout – compassion fatigue, cynicism, and inadequacy. Nurses who suffer from burnout experience mental and emotional exhaustion, making
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Patient Family & Community Engagement
Healing Forward: The Patient. The Provider. The Administrator.
In this PX Blog, I will address the patient experience from a patient’s perspective, mine! Having been diagnosed with cancer, I got empowered by taking charge of my diagnosis. Now thriving, I am living with purpose and passion. As an educator, published author, and patient advocate, my mission is to help others through their journey
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Environment & Hospitality
Human-Centered Communication from the H.E.A.R.T.®
Is it just me, or are people more on edge and prone to outburst since COVID? I have been asked this question several times over the last few weeks. I have spent a considerable amount of time reflecting on when this change in behavior happened. I suppose it has been a gradual shift. Although, it
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Environment & Hospitality
Humanizing Healthcare Through Art
As a caregiver, my first concern is my loved one, and, at the same time, I am very aware of the stress, anxiety, and burnout of our wonderful providers. This is why The Beryl Institute is focused on “elevating the human experience in healthcare.” We must consider the wellbeing of everyone. Art is one way
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Culture & Leadership
Improving the Diversity of Patient Partners
In the Kaiser Permanente Northwest market, we have been working hard to diversify our pool of Patient Partners and simultaneously make it easy for Kaiser Permanente staff to bring in the patient voice. Using new recruiting methods, we have increased the racial/ethnic diversity of our group of Patient Partners from 5 percent to 25 percent
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Culture & Leadership
Issues Awareness Improves Quality and Reimbursement In Home Health Patients
Six hundred million home health visits occur in the US each year to facilitate short-term recovery and manage long-term diseases, and over 35,000 agencies deliver this care. Value-based purchasing (VBP) is the term explaining how reimbursement is linked to performance. This payment structure holds healthcare entities accountable for the cost and quality of care they deliver. The intention
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Patient Family & Community Engagement | Quality & Clinical Excellence
Kindness is Good Medicine: Research in Increasing Kind Behaviors in Healthcare
By Jeannette Maré Like many people who are drawn to human experience work in healthcare, I experienced a tragedy that changed everything about how I understand myself. Just before his third birthday, my son Ben died suddenly and unexpectedly of a croup virus. I am not being hyperbolic when I say that I didn’t think
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Quality & Clinical Excellence
Managing pain for pediatric patients has lasting positive impact on children and families
Effective pain management in pediatric patients is a critical aspect of healthcare with far-reaching implications. The reduction of pain not only serves to alleviate a child’s suffering but also demonstrates significant impact on their physical and psychological well-being. Read on to explore the importance of pain reduction in children and the numerous benefits it offers
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Staff & Provider Engagement
Managing Patient Perceptions with Heart: 7 Essential Tips for Mastering Proper Phone Etiquette
By Chris Taylor In the realm of customer service, a call center serves as the front line. It’s where customers’ concerns are heard, problems are solved, and impressions are formed. In this digital age, where interactions are often faceless, mastering proper phone etiquette is paramount. It can make the difference between a satisfied caller and
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Quality & Clinical Excellence
Navigating Conflict in Physician Communication
By Sofie Morgan, MD MBA FACEP CPXP CPC Conflict is integral to the human experience, even for physicians with a strong commitment to professionalism. From my practices as a patient experience professional and an emergency physician, it is clear that conflict often overlies deeper feelings of being misunderstood or undervalued. Yet, in my professional coaching
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Staff & Provider Engagement
Patient Experience Begins with Employee Experience: The Impact of Recognition Programs
By Nate Hamme This blog is Part One of a two-part series on the impact that employee recognition has on patient experience. Next month, Part Two of the series will detail how misconceptions about employee recognition can be addressed with effective planning and cross-department leadership support and will explain how achievable goals can be attained.
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Staff & Provider Engagement
Patient Experience Toolkit: A Resource for PX Departments of One
By Ashley Coplin Small rural hospitals have challenges in providing resources and training in a timely manner due to the nature of hospital work, limited financial resources, and staffing shortages. Additionally, the training must be able to accommodate shift changes and the diverse types of employees (full-time, part-time, PRN). Whitfield Regional Hospital’s Patient Experience Department
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Patient Family & Community Engagement
Patient, Family & Community Engagement: 4 Ways to Promote Co-Design
This is the first blog in a series of eight by The Beryl Institute’s Global Patient & Family Advisory Board (GPFAB). The intent of this series is to present our perspective on patients’ and families’ lived experience for each of the strategic lenses of The Beryl Institute’s Experience Framework. The Experience Framework is a community-developed
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Patient Family & Community Engagement
Perception is Everything: Managing Patient Perceptions with Heart
Carole Stanford, CPSS Patient Experience Manager Furlong Vision Correction The patient is not always right. With healthcare facilities trending toward HCAHPS and Value-Based Purchasing reimbursement, this is a bold and shocking statement. Here is what I mean when I say the patient is not always right. We have all heard the saying, “Don’t sweat the
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