Case Study
Showing 1–16 of 81 results
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Quality & Clinical Excellence | Staff & Provider Engagement“Hear with Heart:” Escape Room Training in Patient Belongings
San Juan Medical Center shares a hands-on learning approach that allows caregivers to understand what matters most to patients in the moment and how to actively listen to patients’ needs. “Hear with Heart is an escape room training exercise for providers and staff that is part of the medical center’s “What Matters to You?” program.
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Culture & Leadership“Welcome.Listen.Care.” Improving the Patient and Employee Experience in the CICU through Three Service Acts that Enhance Personal Connection, Communication, and Real-time Responsiveness
Instilling a culture of listening to elevate patient experience.
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Infrastructure & Governance@Hawkeye Heaven: How University of Iowa Stead Family Children’s Hospital Used Technology and Empathy to Improve Patient Experience
Creating a pediatric unit that truly addresses the needs of children with patient-facing technology.
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Staff & Provider EngagementA Case Study in Operationalizing Branding and Culture at Dignity Health’s Mercy Medical Group
Rebranding organizational culture.
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Environment & HospitalityA Framework for Improving Parent Satisfaction with the Inpatient Pediatric Admission Process
Utilizing the Theory of Change model to improve patient experience.
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Culture & LeadershipA Holistic Approach to Infusing Hospitality in Healthcare
Northwell Health takes a hospitality approach to healthcare.
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Culture & LeadershipA Journey of Cultural Transformation: Engaging the Hearts of Teams and Leaders to Elevate the Experience
Utilizing our biggest asset: our people.
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Culture & Leadership | Patient Family & Community EngagementA Step Toward Improving Quality of Care Based on Patient Views
The Ministry of Health Saudi Arabia Patient Experience Measurement Program.
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Patient Family & Community EngagementAchieving a Compassionate, Person-Centered Organization by Design
There is no excellence in the patient experience without great intention focused on creating a caring workplace culture.
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Patient Family & Community EngagementAligning the Work of Patient Relations: The Value of an Operating Manual
In this case study from Yale New Haven Hospital System, learn how the creation of an Operating Manual for all Patient Relations Departments across their health system aids in setting expectations for staff in quality, safety and experience. Initial outcomes from the new manual include higher compliance rates in case documentation and greater clarity around
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Quality & Clinical ExcellenceBack to Basics: Elevating Patient Experience Through Culture and Leadership
In this companion case study, Tara DiDonato highlights how NewYork-Presbyterian is strengthening patient experience by focusing on culture, leadership, and human connection. A return to foundational values is driving meaningful impact across the organization. Read the companion paper
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Staff & Provider EngagementBarnes-Jewish Hospital Workplace Violence Prevention Program
As incidents of workplace violence continue to plague healthcare, organizations are called to re-design their workplace violence preventionprograms to provide transparency and clear calls to action.
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Innovation & Technology | Patient Family & Community EngagementBeyond My Wildest Dream: Innovative Technology to Better Understand What Really Matters to Patients
After realizing the limitations of survey data, Children’s Mercy Kansas City worked to pivot their approach to guiding hospital improvement by partnering with PatientsVoices, a company that provides an innovative AI solution that allows patients to tell their stories.
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Culture & LeadershipBridging the Diversity Canyon: Your next level of patient experience depends on it
Delivering equitable care is essential to the patient experience.
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Patient Family & Community Engagement | Staff & Provider EngagementBridging the Gap: An Illustration of Partnership between Patients/Families & Social Workers
In this case study, patient-parents and staff of Boston Children‘s team up to turn a pandemic-induced crisis into a creative opportunity to support patients, families and the workforce. An experiment to provide small personal care and comfort items to patients and families developed into a compassionate program of kindness that elevated the human experience in
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Infrastructure & GovernanceBriner Imaging uses Patient Advocacy Data to Improve the Diagnostic Experience
Achieving a Compassionate, Person-Centered Organization by Design
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