Learning Bite
Showing 33–48 of 145 results
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Patient Family & Community EngagementEffectively 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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Patient Family & Community EngagementEffectively Resolving Patient Complaints and Grievances
Brenda Radford, Director, Member Engagement at Amerihealth Caritas, shares six recommendations to effectively resolve your patient’s complaints and grievances.
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Culture & LeadershipEight Guiding Principles for Patient Experience Excellence
Stacy Palmer, Vice President, Strategy and Member Experience, The Beryl Institute, shares eight essential actions for organizations to embrace to be best positioned for experience improvement. These principles serve as aspirational and affirmative statements about where we as individuals, organizations and collectively as the patient experience movement should focus our efforts. We believe organizations and
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Innovation & TechnologyEmbracing the Influence of Social Media
Dianne Arnold, Patient Relations Specialist and Lilly Vautour, Senior Social Media Specialist at Boston Children’s Hospital shares way social media can positively impact the patient experience while supporting patients and families. Meeting patient and families on social media channels provides organizations the opportunity to provide hope, inspiration and reputable information. Creating a safe, welcoming place
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Culture & LeadershipEmpathic Communication: Three Strategies for Making It an ‘Always’ Event
Jill Golde, Partner, Language of Caring, discusses how empathy expressed by care and service providers has a powerful impact on many of healthcare’s most important objectives, including high patient ratings and improved patient outcomes. Golde shares three strategies for making communicating with empathy an always event in your organization.
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Infrastructure & GovernanceEmpowering Nurses in Changing Times
Antoinette Thomas, RN, MSN, Chief Nursing Officer, Oneview Healthcare, explains how times have changed for nurses and provides tips on how we can empower nurses through an investment in technology.
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Culture & LeadershipEnabling an Environment of Accountability
Tracie Clang, MHA OTR/L, Performance Improvement Coach, TruthPoint, discusses how organizations that are able to sustain improvement and maintain improvement over time have established an organizational accountability system and shares ways how an organization can build this environment of accountability.
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Culture & LeadershipEnabling Excellent Patient Experiences: Creating Valued Support Services by Being SMART
Walter Rojenko, Corporate Director, Patient and Family Experience and Community Engagement, St. Joseph’s Health Centre, shares the S.M.A.R.T. framework that yields a Partner Experience Index. By implementing these five tactics, organizations can add value and continuously improve to meet the needs of their clinical departments by freeing up time to service patients and families.
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Culture & LeadershipEncouraging Provider Support for Patient & Family Engagement
Patti Lipes, Sr. Clinical Operations Project Administrator and Haroon Hyder MD, Medical Director at Bon Secours Health System, shares stories from providers’ experiences with Patient and Family Engagement Councils and how successful patient and family engagement is an example of team-based care in action.
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Policy & MeasurementEngage in the Global Experience Measure Inquiry
In recent years, the Global Experience Measure (GXM) effort at the Institute has brought together over 1,000 member voices from our global community. Driven by feedback from our Global Council and inspired by a PXJ article, Measuring what matters: A proposal for reframing how we evaluate and improve experience in healthcare, this effort has led
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Staff & Provider EngagementEngaging Nurses as Leaders in Patient Experience
Erin Fairchild, Patient Experience Coordinator III at Mayo Clinic, discusses the role of nurses in experience excellence as one of the most valuable and influential positions and shares ways to continually engage nurses as leaders in patient experience.
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Culture & LeadershipEngaging the New Generation
Jason Coffey, RN, MSN, Director, Patient & Employee Experience, Norton Healthcare shares strategies to help craft messaging and training material for staff in moving the needle towards a more engaged culture.
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Patient Family & Community EngagementEnlisting Patient and Family Advisors
Bernard Roberson, Administrative Director, Family Services Development, Georgia Regents University and Health System, identifies a variety of ways to recruit patient and family advisors as part of the healthcare team.
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Patient Family & Community EngagementEquity, Bias and Human Experience
Nikki Montgomery, Executive Director of Madvocator Educational and Healthcare Advocacy Training and Program Manager, Family Voices National, shares the impact of inequities and bias in healthcare from a patient’s perspective.
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Patient Family & Community EngagementEscalating Patient Behavior: Know Before You Go
Knowing the backstory of a disruptive person’s journey to the hospital can help guide response plans when the patient acts out. “Know Before You Go” emphasizes the importance of understanding all the facts of a patient’s story before taking drastic measures to handle inappropriate behaviors. Learn the three things you can change in your processes
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Culture & LeadershipExperience – It’s Not Just Being Nice, Is it?
Rachel Biblow, Senior Director of Patient and Family Services at The Children’s Hospital of Philadelphia, shares the necessary elements of an experience formula and why understanding the balance between safety, quality and experience really does matter in creating meaningful interactions in healthcare today.
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