Learning Bite
Showing 17–32 of 136 results
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Culture & Leadership
Committing to Eliminating Disparities in Healthcare
Jennifer Carron, Patient Experience Officer of BJC Health Systems and Member of the Standing Committee on Equity and Inclusion at The Beryl Institute, discusses the importance of personal reflection and the commitment to expanding Diversity, Equity and Inclusion (DEI) efforts.
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Staff & Provider Engagement
Compassion Fatigue Prevention
Lou Lacey, LPC, Director of Emotional Wellness at Children’s of Alabama, discusses how healthcare workers committed to experience excellence know to expect a certain amount of compassion exhaustion and shares ways professionals can keep joy alive by living a life of service to others.
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Patient Family & Community Engagement
Compassion Rounds
Jeff Cousins, member of The Beryl Institute’s GPFAB and Family-Centered Care Consultant, AdventHealth shares how his organization uses Compassion Rounds to provide emotional and spiritual support to families and caretakers during difficult hospital stays.
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Environment & Hospitality
Connecting Leader Skills with Performance Improvement
Evelyn Nodal, MPH CPXP, Principal Consultant, National Care Experience with Kaiser Permanente, shares how human-centered design principles guided their work in improving their patient experience metrics and staff connection.
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Coproducing Improved Experience with Patients
David McNally, Head of Experience of Care at NHS England, discusses how patients can be actively involved in quality improvement and shares how the heart of coproduction is a genuine partnership built on mutual respect and equal contributions.
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Staff & Provider Engagement
Creating a Culture of Care & Respect: A Shared Responsibility for Those Serving and Being Served
In this Learning Bite, Hartford Healthcare shares its journey to a culture change to mitigate workplace violence. The system-wide program, “Mutual Care Mutal Respect,” TM mandates a caring environment based on shared responsibility between colleagues, providers, patients, and visitors. Learn how this journey has created healthcare experiences where people feel respected and cared for.
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Environment & Hospitality
Creating a Culture of Excellence in Long-Term Care
Alla Borsen, LS, MLS, Senior Director Guest Experience at ArchCare at Mary Manning Walsh shares a number of strategies you can use to help residents feel comfortable in their care and enjoy a better quality of life to ultimately create a culture of excellence.
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Patient Family & Community Engagement
Creating a Process for Patient-Family Members to be a Part of Your Improvement Work
Ann Hagensen, RN, Project Manager, Patient Relations & Service and Kathy Leicester, Patient and Family Volunteer, Virginia Mason Medical Center, share three components of wisdom regarding equal partnerships with patients and families.
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Patient Family & Community Engagement
Creating a Safer and Better Experience for Behavioral Pediatric Health Patients
Alexie Puran MD, MS, FACEP, FAAP, CPXP, NYC Health + Hospitals discusses Behavioral Health Associates (BHAs), and how the incorporation of this new staff position has led to improvements in the care experience for psychiatric patients who board in the Pediatric ER.
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Culture & Leadership
Creating Dream Teams to Enhance the Patient Experience
Shola Richards, Director of Training, UCLA Health, discusses nine characteristics of how to improve the patient experience with high-functioning teams and shares tools for developing specialized team building training that has the potential to foster meaningful change and lead to a sustainable culture shift in your organization.
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Staff & Provider Engagement
Crisis Averted: Collaborative De-Escalation Strategies for Safer Healthcare Environments
Collaboration within healthcare organizations is crucial for effective care delivery and patient satisfaction, while also reducing workplace violence. Clinical staff must work alongside non-clinical teams to create a supportive network. These collaborations ensure a holistic approach to patient care, ensuring timely support when an individual is in crisis. This learning bite shares techniques for collaborative
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Staff & Provider Engagement
Deescalation Strategies for a Challenging Healthcare Environment
Linda Van Der Voort, Director of Patient Relations at White Plains Hospital shares the importance of deescalation and strategies to consider when in a challenging healthcare environment.
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Culture & Leadership
Defining the Patient Experience
Jason Wolf, President of The Beryl Institute, elaborates on the definition of patient experience as the sum of all interactions, shaped by an organization’s culture, that influence patient perceptions across the continuum of care.
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Culture & Leadership
Designing the Healthcare Experience
Mark VanderKlipp, Founding Partner at Connect_CX, shares his thoughts on how the role of Healthcare Experience Design can enable staff to consistently deliver and empower patients to confidently navigate their healthcare experience.
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Innovation & Technology
Discover How Technology Can Add Value to Patient Experience
No real-time feedback? Lagging indicators? Cumbersome solutions? If these challenges sound similar to the ones you face in your hospital to learn about your patients’ experiences of care, this learning bite will introduce you to ways technology can help. Discover how using the right solution can streamline your patient data collection, more efficiently assess their
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Patient Family & Community Engagement
Effectively leveraging patient comments for strategic improvement
“The surveys that are used to benchmark health system performances fail to provide a complete view of what patients experience when they seek care.” Mary Kay O’Connor, Founder & CEO of PatientsVoices shares the value of utilizing patient comments to obtain a clear view of what really matters to patients.
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