Blog
Showing 81–96 of 97 results
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Environment & Hospitality
The Dignity Paradox in Patient Experience
Published February 21, 2026
Lisa Groon Manager of Quality & Patient Experience, TEDx Speaker Sanford Health “Looks like they’re ready for you, Mom.” It was the first clinic appointment I attended with my mom after her diagnosis. Before that, she had always been the one taking me to appointments, helping me answer questions, and keeping track of details. Now,
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Environment & Hospitality | Quality & Clinical Excellence
The Essential Role of Front Desk Staff in Shaping Patient Experience
Published May 21, 2025
By Margo Schlewitz, MS, Manager, Multispecialty Practice Academic Ambulatory Care at the University of Michigan Health-West Community Health Center The patient experience begins the moment an individual walks into a healthcare facility, and often, the front desk team sets the tone for the entire visit. These team members are crucial in building trust, creating a
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The Future of Healthcare Experience: Human Understanding at the Core
Published May 14, 2025
In the ever-evolving landscape of healthcare, the focus on human experience is now more critical than ever. At NRC Health, the mission is clear: to champion Human Understanding in healthcare, ensuring that every interaction is meaningful and compassionate. Jennifer Baron, Chief Experience Officer, and Toya Gorley, Improvement Advisor, share their insights on how NRC Health
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Quality & Clinical Excellence
The Impact of Community Characteristics on Patient Experience
Published March 10, 2026
By: Richard Goo and Dr. Nicole Kirchhoffer, RN Maimonides Medical Center When individuals visit a hospital, either for their own or their loved one’s care, their expectations are based on the composite experience of their lifestyles, cultures, and background. Whether their goal is for their health to be fully restored or to maintain their quality
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Environment & Hospitality
The Long Road to Dentistry
Published February 27, 2023
Lacie N. Bourland, MBA, M.Ed., CPXP Senior Director, Development & Strategy BlueTree Dental Is it a long road to dentistry or more of a roundabout into dentistry? Either way, here I am! My name is Lacie Bourland. I am a 40-something single parent of the most beautiful seven-year-old girl. I am a rural native of
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Culture & Leadership | Staff & Provider Engagement
The Role of Leaders in Improving Staff Experience
Published February 20, 2023
Jessica Howe Patient Experience Specialist Story County Medical Center – South Campus As leaders, we have the responsibility to support, empower, and engage our employees in a way that keeps them motivated and encourages them to provide the greatest quality of care every single day. It is no doubt to anyone who has stepped foot
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Culture & Leadership
The Role of Servant Leadership in Employee Engagement & Job Satisfaction
Published November 27, 2023
By Priscilla DeLeon Background Dr. Priscilla DeLeon completed a successful dissertation entitled “A Case Study of Global Leadership in Allied Health: Supporting the Enhancement of Employees’ Engagement and Job Satisfaction.” The report was very overwhelming and dear to the author as an allied health professional herself for over ten years in various roles. Her research
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Patient Family & Community Engagement
There Are Zebras Among Us: Compassionate Care for Those Diagnosed with a Rare Disease
Published January 16, 2023
By Risa Hanau, LCSW Clinical & Community Educator, AuthoraCare Collective There is a common saying in healthcare: “When you hear hoof beats, think horses not zebras.” The phrase acknowledges the hope that most people will have a common problem, not an uncommon one or a rare disease. While this saying might be true for the vast
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Patient Family & Community Engagement
Transforming Healthcare Together: The Power of Patient and Family Partnerships
Published March 27, 2024
In the realm of healthcare, the journey towards excellence is continuous, with the ultimate goal of enhancing the human experience. An important approach that is gaining momentum involves formal and intentional partnerships with patients, families, and care partners. This collaborative strategy is not just a concept but a transformative movement. The Beryl Institute strongly advocates
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Patient Family & Community Engagement
Veteran-Centered Complaint Resolution: VHA’s Holistic Approach
Published January 19, 2023
Delivering Veteran-centered advocacy services to honor, advance, and influence the provision of healthcare to America’s Veteran is the mission of the Veteran Health Administration’s (VHA) Office of Patient Advocacy (OPA). Three key strategic drivers set by OPA in carrying out this mission are: PEOPLE: Increase the trust of our Veterans by providing world-class customer service
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Innovation & Technology | Patient Family & Community Engagement
Virtual and Telehealth Recommendations
Published June 3, 2021
Whether for telehealth appointments or for virtual connection during hospitalizations and long-term care, access to technology has the potential to greatly increase family and care partner engagement with the healthcare team. In order to meet patient needs and involve care partners effectively, healthcare leaders must ensure that technology doesn’t become a social determinant of health.
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Quality & Clinical Excellence
Volunteers: The Heart of Healthcare
Published October 14, 2022
For years, volunteers have contributed in hospitals in a variety of ways: manning information desks, rounding with cheer carts, serving in gift shops, and rocking babies. They’ve been an integral part of healthcare, and many of us couldn’t imagine our hospitals without them. And then COVID hit. Hospitals went on lockdown, we all started wearing
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Quality & Clinical Excellence
Walk With Me: From Wayfinding to Wellness
Published June 16, 2025
By Rebecca Cooper-Piela, MS, APRN-BC, CHCQM The experience of COVID and multiple system changes brought significant transformations to healthcare, and our health system was no exception. We faced several challenges, including financial pressures, staff issues, and a high reliance on a travel-based workforce. I am proud to say that our teams have worked tirelessly on
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Environment & Hospitality
Walking the Walk: Essential criteria for organisations when recruiting consumers as employees
Published February 5, 2024
By Liz Newton Identified lived experience roles are increasingly being established by health organisations outside of the traditional mental health service and peer worker context. These are often quality improvement, innovation, or research organisations with a health focus, and the lived experience role is tasked with being a “voice of systemic advocacy” while also building
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Culture & Leadership
Why Is Improving Patient Experiences So Difficult?
Published December 21, 2021
Health systems make significant investments in time, money and resources to improve patient experiences. While some organizations have been able to move the needle, the national HCAHPS Overall Rating has not improved since 2016. As patients become healthcare consumers, they choose where to go for care. To remain financially viable, health systems must attract and retain these
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Culture & Leadership
Workplace Violence in Healthcare: A Rallying Cry to Restore Safety
Published September 1, 2022
There are moments within healthcare where some of us have not felt safe. These feelings could have transpired because of the population being cared for or from the people that we work with each day. It’s time to ask: Have we ever felt safe? This focus on workplace safety has been a slowly burning ember
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