Learning Bite
Showing 1–16 of 139 results
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Policy & Measurement“Anyone can co-design?”
Tara Dimopoulos-Bick, Agency for Clinical Innovation, New South Wales, Australia, shares that one way to enhance the field, and give experience-based co-design the best chance of success, is to pay attention to the capability needs of everyone involved, and build preparedness in the ways of being, knowing and doing.
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Quality & Clinical Excellence5 in 5: Project Management Principles to achieve a CMS 5-Star Rating in Five Years
Learn what one hospital did to kick off its journey to earning a CMS 5-star rating in five years. In this learning bite, MedStar Washington Hospital Center describes how it rolled out standard service behaviors to over 2,500 associates and providers in six months using sprint methodology and other project management techniques.
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Culture & Leadership5 Patient Experience Secrets from Leading Brands Outside Healthcare
Jason Macedonia, VP Healthcare and Patient Experience, InMoment, shares 5 common themes that award-winning brands implement when it comes to customer experience. Each of these themes and best practices can be applied to healthcare to take your patient experience programs to the next level.
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Culture & LeadershipA Department Playbook – Keys to Creating Your Culture of Always
Jake Poore, President and Chief Experience Officer of Integrated Loyalty Systems, shares how having a department playbook displays an organization’s common purpose, language and set of tools while also creating a unified approach to patient experience strategy across all teams.
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Innovation & TechnologyA Multilingual Approach to Telehealth and Electronic Records
Cory Markert, Sales Manager at LanguageLine Solutions, shares the impact of providing on-demand interpreters and access to multilingual patient portals on patient experience
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Patient Family & Community EngagementA Prepared Patient is a Successful Patient: Six Ways to Improve Discharge Outcomes
Patti Lael, RN, BSN, CPXP, Clinical Education Specialist at SONIFI Health, shares that by intentionally focusing on successful transitional care, you are also setting up patients for continued positive health outcomes, decreasing the likelihood of readmissions and improving the patient experience from admit to discharge and beyond.
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Patient Family & Community EngagementAdvancing PFAC Initiatives, Effectiveness & Visibility Through Strategic Planning & Annual Assessment
A senior co-chair of the Family Advisory Council at Boston Children’s Hospital shares how a mission statement, unified volunteers, and a shared purpose led to a strategic plan that elevated the council’s visibility and ultimate success. In this learning bite, learn three key steps to fostering a welcoming, respectful and supportive environment for council members
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Environment & Hospitality | Quality & Clinical ExcellenceApplying Equity, Diversity, and Inclusion in Co-Design with Patient Experience Partners
If diversity of your PFACs is a top strategic priority for your hospital, then this learning bite is for you. North York General Hospital shares how it built a recruitment campaign around three actions that led to hiring 14 new advisors from underrepresented communities. With enhanced diversity in their PFACs, the hospital can now better
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Culture & LeadershipAre you Ageist?
Tammy L. Marshall, Chief Experience Officer at Thrive Senior Living, discusses ageism and how our personal actions, as it relates to age related stigmas, can impact the patient experience. We are challenged to join the movement of ending age related prejudice across the continuum of care.
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Staff & Provider EngagementAsking for Help is a Sign of Strength
Scott Majewski, Group Manager, ImageFIRST, shares ways to address clinician and staff stress through a combination of open communication, support resources and calming environments.
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Patient Family & Community EngagementBuilding & Sustaining an Effective PFAC
Whether you are building your first PFAC or wanting to sustain an existing one, this learning bite provides the foundational principles for achieving success. Hear from a member of the Global Patient & Family Advisory Board of The Beryl Institute to learn how his experience as a first-time caregiver led him to wanting to give
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Culture & LeadershipBuilding a System-Wide Experience Model
Patrick Ratchford, Vice President, Patient Experience, Carolinas HealthCare System, discusses four components of the ONE Experience Model demonstrating Carolinas commitment to Patients First Always _ including, informing and inspiring every person, every encounter, every time. Creating a consistent experience across multiple sites takes a lot of work, but by regularly connecting to purpose and the
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Innovation & TechnologyCapturing Real-Time Feedback through Patient Text Messaging
Real-time feedback using digital technology allows an opportunity to improve the care experience of patients while they are still in your care and before they receive any surveys about their hospital stay. Learn how patient texting at Houston Methodist led to greater connections with patients and families, built trust and loyalty and improved HCAHPS scores
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Environment & HospitalityCaring for the Caregiver
Marian Hamilton, Founder, The Ken Hamilton Caregivers Center at Northern Westchester Hospital, shares the importance of caring for the caregiver during and after their time in the hospital and provides a few examples of how we can support this population.
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Co-designing Health Services with Patients
Catherine Dale, Programme Director at Health Innovation Network, South London, shares an approach for improving quality in healthcare called experience-based co-design as it focuses on the experience of patient and involves patient and staff co-designing solutions together. Click here to access a free toolkit including short videos of people talking about what it is like
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Policy & MeasurementComfort, Dignity, Delight: An Economical Model of Therapeutic Arts and Holistic Services
Alice Kinsler, Manager, Therapeutic Arts and Holistic Service at Concord Hospital, explains how they are able to demonstrate that they can help reduce costs in symptom management, incidence of delirium, and burden on nurses with therapeutic arts and holistic services.
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