Case Study

Showing 17–32 of 80 results

Culture & Leadership

Building a Culture of Understanding with a NICU Family Support Program

The NICU experience, for most families, begins with an incredible amount of new information, spoken in what seems like a coded language
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Culture & Leadership

Building Diversity and Advocacy in Healthcare Leadership: A Proposed Graduate Program for Patient Experience Excellence

This case study examines the development of a graduate-level program addressing the need for healthcare professionals skilled in diversity, disparities, and advocacy (DDA) to enhance patient experience. Dr. Susan Lee, University of Texas MD Anderson Cancer Center, initiated the program to integrate DDA into leadership and practice, aligning with her organization’s mission to support equity
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Policy & Measurement

Changing Our Culture, One Moment at a Time

Improving patient experience by redefining service standards.
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Innovation & Technology

Communication: Strategic Planning to Emotionally Engage Employees Using Social Media

Improving the employee communication strategy via social media
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Infrastructure & Governance

Compassionate Caring Connections

Changing how staff and physicians communicate with patients and eachother.
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Culture & Leadership

Connecting Revenue Cycle Enterprise-Wide to the Patient Experience

n our quest to find a solution to connect our operation to patient experience we implemented leadership rounds.
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Innovation & Technology

Conversational AI and COVID-19

How our virtual assistant helped us meet the needs of our patients when they needed us the most
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Staff & Provider Engagement

Creating a Feedback Culture: Building a Workforce that can Effectively Manage Patient Feedback

Managing patient feedback effectively is a unique skill requiring specific competencies to resolve patient concerns. In this case study, a large integrated system in Canada developed a training program so staff could acquire the necessary competencies to master the art of responding to patients with compassion and empathy.
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Culture & Leadership

Creating a More Diverse Pathway to the Future through Leadership Development

A. G. Rhodes, a premier nursing home providing services to the aging community since 1904, established a leadership development program to create a pipeline of future that fosters equity and inclusion throughout their communities leaders from underrepresented and ethnic groups. Learn more about the program and how they are fostering diversity and developing their staff
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Environment & Hospitality

Designing a Safe and Comprehensive Gluten-Free Menu to Improve the Human Experience

Discover how patient feedback at UNC Hospitals led to a comprehensive overhaul of gluten-free food safety protocols. This initiative targeted cross-contamination by establishing dedicated preparation areas for gluten-free items and enhancing staff training on allergy management. Beyond improving safety and expanding menu options, this project fostered stronger cross-functional collaboration and demonstrated a deeper organizational commitment
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Innovation & Technology

Designing Technology Solutions to Improve the Patient Experience

Phoenix Children’s efforts to improve the patient experience.
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Patient Family & Community Engagement

Embracing Co-Design: Engaging Patients and Families Related to the Cures Act

Northwell sought the voices of patients to co-design an updated patient portal in response to the Cures Act.
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Policy & Measurement

Emmi® Programs Help Hospitals Scale Up to Drive Quality Care Transitions

Scaling quality care transitions.
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Policy & Measurement

Engaged and Empowered Staff Fuel the Ambulatory Surgery Center Patient Experience

Working with a patient experience consultant, we learned how to see the patient’s journeys through their eyes.
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Patient Family & Community Engagement

Enhancing Patient Experience through use of Empathetics® Program

Using empathy training to improve patient experience.
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Patient Family & Community Engagement

Enhancing the Patient Experience for People with Disabilities through Diversity & Inclusion Practices

Incorporating patients with disabilities into the DEI practices.
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