Blog
Showing 49–64 of 97 results
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Environment & Hospitality
Managing Patient Belongings: A Shared Responsibility
Published October 15, 2024
By Cathy Mixon Patient Relations Liaison M Health Fairview On behalf of the Lost Belongings Workgroup of the Patient Advocacy Community This PX blog is the second in a series that builds on the content from “Where Are My Things? Best Practices for Safeguarding Patient Belongings in Hospitals,” a handbook for those managing patient belongings
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Staff & Provider Engagement
Managing Patient Perceptions with Heart: 7 Essential Tips for Mastering Proper Phone Etiquette
Published October 16, 2023
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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Environment & Hospitality
Maximizing the Wait: 4 Ways to Transform Lost Time in Medical Facilities into Patient Engagement
Published April 7, 2025
By Lauren K. Janney, Co-Founder/Chief People Officer at CXPerks For most patients, the waiting room experience in a medical facility is synonymous with frustration. Whether it’s a routine check-up or an emergency visit, the wait time often feels like lost time—an unavoidable delay in an already stressful situation. It is suggested that nearly 20%
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Patient Family & Community Engagement
Modeling Mutual Respect in Healthcare
Published March 19, 2025
By Kathy Saldana, MA, CPXP Imagine you have an interview for a job you really need. In fact, you won’t be able to pay your bills if you don’t get this job. Before entering the interview, you send a note to the interviewer that reads, “I have zero tolerance for disrespect. You will be removed
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Quality & Clinical Excellence
Navigating Conflict in Physician Communication
Published June 23, 2024
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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Culture & Leadership
No Time to be Timid: Making the Financial Case for PX professionals
Published September 21, 2025
J.R. Labbe, CEC Co-Founder, CCO, Executive Coach CSE Leadership, LLC Nicole Kirchhoffer DNP, MS, RN, CEN, CPXP, FPCC, NEA-BC Patient Experience Officer / Assistant Vice President Maimonides Medical Center Lara Burnside, MHA, CEC Co-Founder, CXO, Executive Coach CSE Leadership A July 2025 article by Kristin Kuchno, published by Becker’s Hospital Review, targets Chief Experience Officers as being
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Staff & Provider Engagement
Patient Experience Begins with Employee Experience: The Impact of Recognition Programs
Published June 2, 2024
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
Published March 11, 2024
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
Published December 1, 2022
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
Published January 9, 2023
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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Patient Family & Community Engagement
PFACs in 2024: Renew, Restore, and Revitalize for a Patient-Centric Future
Published December 18, 2023
By Deborah Ventz-Migneco Healthcare institutions, recognizing the pivotal role of Patient Family Advisory Committees (PFACs), understand the significance of engaging patients and families as essential partners in reshaping and enhancing operational processes. This blog explores the evolving landscape of PFACs in 2024, emphasizing the need for renewal and revitalization to meet the changing dynamics of
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Staff & Provider Engagement
Physician Empathy: Improving Patient Experience through Listening and Understanding
Published December 22, 2025
By Jackie-Meyers Thompson Question: “Doctor, my back is hurting. It started about two weeks ago and hasn’t let up. Do you know what could be causing this?” Answer: “You know you’re overweight don’t you? That could cause the back pain you’re complaining about” This patient portal exchange certainly leaves a lot to be desired when
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Staff & Provider Engagement
Physician Engagement in Patient Experience
Published August 25, 2024
By: Triwanna Fisher-Wikoff, MD, FAAFP Last year, I attended a conference on patient experience. I found myself in a room filled with thought leaders from around the country, all dedicated to enhancing the human experience in healthcare. It was a bit daunting, being one of only two physicians in the room, but I was there
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Physician Presence, Be the best you!
Published March 20, 2024
By Alexie Puran, M.D. The presence of the doctor is the beginning of the cure. Every year on March 30, we celebrate National Doctors’ Day, a significant occasion that honors the invaluable contributions of over one million physicians in the United States. Physicians are crucial in bolstering the health and well-being of patients, communities, and
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Policy & Measurement
Policy & Measurement: The Impact of Patient & Family Involvement
Published September 10, 2024
By Rosie Bartel This is the sixth 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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Environment & Hospitality
Prioritizing Patient Rest: Our Response to the New HCAHPS Restfulness Questions
Published June 24, 2025
By Melvin Carrillo, MBA, BSN, RN, CPXP Manager, Patient Experience The Queen’s Medical Center On January 1, 2025, CMS updated its HCAHPS survey—including three questions focused on restfulness during a hospital stay. With these updates, we saw a timely opportunity to reexamine how we support healing environments across our system in Honolulu, HI. At The
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