Blog
Showing 17–32 of 234 results
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A Simple Idea with Significant Possibility
Published October 5, 2010
By Jason A. Wolf Ph.D. CPXP Recently, a colleague was doing some work in a hospital system and came across the picture you see here. I was immediately intrigued by how this simple act of personal initiative represented such a significant opportunity and potential impact for this facility. With the most recent public reporting of
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A Special Welcome to the Volunteer Professionals Community
Published August 17, 2020
Posted By Stacy Palmer, Monday, August 17, 2020 We recently announced a collaborative partnership to integrate members and resources of the Association of Health Care Volunteer Resource Professionals (AHVRP) into our patient experience community at The Beryl Institute. Previously part of the American Hospital Association (AHA), AHVRP has a 52-year history supporting healthcare volunteer services, retail operations
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All Voices Matter in Improving Patient Experience – A Reflection on Election Day
Published November 6, 2012
By Jason A. Wolf Ph.D. CPXP In some of my most recent blogs and in current publications from The Beryl Institute we have expanded the dialogue on the importance and power of voice in driving towards a positive patient experience. It is only fitting to take pause of this, as today – November 6, 2012 – in the
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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
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
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Announcing PX Connect: A New Member-Powered Virtual Patient Experience Community is Coming
Published September 20, 2017
By Denise R. Weathers The idea of community aligns strongly with the definition of patient experience that asserts patient experience across the entire continuum of care. This means to provide a true experience, you must think well beyond the physical nature of your facilities or practices to recognize the experience resides in the network of people that
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global
At the Heart of Patient Experience is Caring for Those Who Care: A Call to Action for Those in Need
Published September 7, 2017
By Jason A. Wolf, PhD, CPXP For the last two weeks, I have had the opportunity to visit two amazing healthcare institutions in São Paulo, Brazil – Hospital Sírio Libanêse and Hospital Israelita Albert Einstein – and meet healthcare leaders from across Latin America committed to improving patient experience. While there I had the unique experience of watching the
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Culture & Leadership
Become a Leader in the Patient Experience Movement
Published August 5, 2014
By Stacy Palmer I recently received a note from a new member who is early in her career and looking for ways to maximize her membership to get “plugged in” to the Institute and gain credibility within the patient experience community. We get questions like this often. While passionate about getting involved in the patient
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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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