Blog
Showing 17–32 of 94 results
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Champions of Change: Improving PX by Focusing on the Three “Controllables”
Published January 20, 2026
At BJC Medical Group, our PX Champions program is an extension of our five-person team, enhancing our ability to impact the more than 160 practices we support through virtual meetings and team activities. We started 2025 by focusing on successful communication throughout Q1, a topic we covered in a prior blog post. In Q3 2025,
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Staff & Provider Engagement
Champions of Communication: Improving PX by Empowering Teams through Education
Published October 16, 2025
By Breanna Fuller At BJC Medical Group, the PX Champions Program is an extension of our five-person team, enhancing our ability to impact more than 150 practices we support on a weekly and monthly basis through education, activities, discussions, and follow-ups. Our initial three months of the program during Q4 of 2024 focused on developing
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Culture & Leadership
Combining Volunteer Services and Patient Experience: Why it Matters
Published March 25, 2022
I am not terribly vocal about my personal life –indeed, we all have them and at some point, we all experience intense positivity and intense negativity that impact who we are and how we see the world. That moment came for me when I was 27 years old. Up until that moment in my life,
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Patient Family & Community Engagement
Communication Solution: Stop (just) Training Doctors, Start Training Patients
Published November 13, 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
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Staff & Provider Engagement
Creating Safe Dental Workplaces
Published February 7, 2022
Please note, this article contains references to violence and sexual harassment I remember well that conversation I had with my father. The year was 1998, and I wasn’t sure if I wanted to study journalism or dentistry. “Since you have doubts, do dentistry, because the return is more certain and the profession is beautiful,” my
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Culture & Leadership | Patient Family & Community Engagement
Culture & Leadership: The Impact of Patients and Families on Decision-Making
Published October 9, 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
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Patient Family & Community Engagement
Declining a Qualified Medical Interpreter: Helping Patients Understand the Risks
Published June 17, 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
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Environment & Hospitality | Patient Family & Community Engagement
Elevating the Emergency Department Experience: The Impact of Experience Ambassadors
Published April 16, 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
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Innovation & Technology
Emerging Trend: Enterprise-wide Volunteer Management Solutions
Published June 13, 2022
There is an emerging trend, especially in the healthcare sector, towards “enterprise-level” systems as larger healthcare organizations recognize the impact of centralization, particularly on the patient care experience. With the multiple mergers and acquisitions in healthcare, organizations are finding they have disparate systems that don’t speak to each other. This movement of enterprise-level solutions started
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Policy & Measurement
Enhancing Patient Care in FQHCs: The Essential Role of a Communication Plan
Published November 10, 2024
By Nikki Garcia, CPXP, Patient Experience Officer FQHCs are instrumental in providing essential healthcare services to underserved communities. Their mission to offer accessible and high-quality care drives their daily operations and influences their approach to addressing the specific needs of their patient populations. By employing effective communication strategies, FQHCs ensure they remain responsive to the
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Environment & Hospitality
Ensuring Peace of Mind: 7 Elements All Lost Belongings Policies Should Include
Published August 11, 2024
By Gabriel Bolivar, Maui Health and Hope Ursy, Wellstar MCG Health On behalf of the Lost Belongings Workgroup of the Patient Advocacy Community This PX blog is the first of a series to build on the content from “Where Are My Things? Best Practices for Safeguarding Patient Belongings in Hospitals,” a handbook for those managing
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Environment & Hospitality
Environment & Hospitality: 4 Considerations for Creating an Excellent Experience for Patients and Families
Published June 9, 2023
This is the third 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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Culture & Leadership
Eradicating Jargon Oblivion: Enhancing Patient Experience through Clear Communication
Published December 9, 2024
By Dr. Michael B. Pitt Professor of Pediatrics at the University of Minnesota | Co-Director of the Clear Clinical Communication Research Group Introduction As clinicians, none of us went into medicine to confuse people. Yet studies on our use of jargon – the technical terminology of a given group – reveal that we consistently do
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Infrastructure & Governance
Experience Framework Lens: Infrastructure and Governance
Published March 26, 2025
Experience Framework Lens: Infrastructure and Governance Effective experience efforts require both the right structures and processes by which to operate and communicate and the formal guidance in place to ensure sustained strategic focus. The Why: Patients should be involved in healthcare governance because their lived experiences and perspectives help create a more patient-centered system. P/F
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Innovation & Technology
Experience Framework Lens: Innovation & Technology
Published December 17, 2024
By Rosie Bartel The Why: As a focus on experience expands, it requires new ways of thinking and doing and the technologies and tools to ensure efficiencies, expand capacities and extend boundaries of care. P/F Impact: When an organization engages innovative and truly meaningful technology, patients and families experience more efficient care with less stress
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Patient Family & Community Engagement
Family Support Liaisons: Improving Experience in the ED
Published April 29, 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
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