Learning Bite
Showing 49–64 of 145 results
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Experience Framework Overview
The Experience Framework is comprised of eight strategic areas that reinforce the integrated nature of healthcare experience. Organizations committed to experience excellence will use these lenses to shape overall experience strategy, evaluate current efforts and link to practical resources for experience improvement.
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Patient Family & Community EngagementExperience of Care RCAs
Liddy Deacon, Assistant Vice President, Patient and Provider Advocacy with Ochsner Health shares the importance of communication when evaluating RCAs and grievances.
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Experience Through a Shared Medical Appointment Model
Marianne Sumego, MD, Director, Shared Medical Appointments with Cleveland Clinic shares how Cleveland Clinic has connected patient experience, access and quality of care in our organization with a Shared Medical Appointment model.
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Staff & Provider EngagementFostering a Growth Mindset in Healthcare: A Strengths-Based Approach to Improving Patient Experience
This learning bite explores a pilot program that took a compassionate, strengths-based approach to improving provider communication and engagement. By focusing on relationship-centered training—rather than remediation—the program led to significant improvements in patient experience and provider well-being, offering a scalable model for fostering a growth mindset in healthcare.
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Innovation & TechnologyGame On: Growing a Gaming and Technology Program that Improves Patient Experience
In this learning bite, a dedicated Child Life Technology Specialist role helped one hospital safely expand gaming, VR, and tech resources for patient experience. By adding safeguards and better support, the program increased entertainment access, protected patient privacy, and boosted satisfaction for kids and families.
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Innovation & TechnologyGetting Back to the Basics of Clinical Care and Patient Empowerment
Natalie Miller, Strategic Director, Patient Experience at Optum, discusses factors affecting patient satisfaction and how clinicians play an important role to educate, empower and engage patients in their care. Addressing technology that brings patients and their care teams closer together gives patients more control over information and services, while empowering clinicians to remain focused on
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Patient Family & Community EngagementGuidelines on Human-Centered Design
Grace Hwang, Executive Director of Health at IDEO, discusses the collaboration with Planned Parenthood to create the Hub and Recovery, a comprehensive set of design guidelines based on human-centered design research with patients and employees. The partnership began with a shared belief that a well-designed health care experience should not be a luxury.
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Patient Family & Community Engagement | Staff & Provider EngagementHow Can I Help You? Hardwiring Clerks & Receptionists Communication
Communication. Collaboration. Customer Service. Sutter Health proudly shares how these focus areas helped their frontline staff rediscover the joy in healthcare through back-to-basics training in communication and service behaviors.
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How experience coordinators can enhance patient and staff experience
Brandon Bishop, Manager of Experience at ECU Health, and Lou Montana-Rhodes, VP of Office of Experience, at Vidant Health, discuss how the implementation of a new experience coordinator program both enhanced patient and staff experience as well as increased HCAHPS scores.
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Culture & LeadershipHow to Boost Teamwork in Just 10 Minutes a Day
Roel van der Heijde, Trainer Customer Excellence with N3Wstrategy & RoelRotterdam, illustrates how a proficient teamwork culture from one industry can transcend to be just as effective in another. Roel takes us through the similarities of what he discovered and how his team implemented a practical tool to boost teamwork.
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Culture & LeadershipHUMAN EXPERIENCE 2030: A Vision for the Future of Healthcare
Jason Wolf, Ph.D., CPXP, President and CEO, The Beryl Institute, shares three essential transformational changes needed to frame the future of human experience in healthcare. Six fundamental actions are also identified, highlighting the dynamic and guiding framework for elevating human experience over the next ten years for those receiving and delivering care.
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Patient Family & Community EngagementImproving the Patient Experience in a Virtual Care Environment
Lara Goorland, Senior Director, Clinical Operations at PWNHealth, shares that making access to care easier and having access to virtual care is critical as the healthcare world continues to evolve.
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Staff & Provider EngagementIn the Moment Coaching and Recognition
Deborah Romer, Vice President, and Michelle Munn, Senior Director, National Service Quality, Kaiser Permanente, shares six steps that organizations can use when providing in the moment coaching among staff that provide feedback and support to healthcare teams.
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Culture & LeadershipInspiring Patient Experience Data Doubters
Stephanie Wells, Director of Patient Experience at Methodist Health System, shares how survey data can be a rich data source, giving us insight into the patient perspective that would be missed if we focused on staff opinion alone.
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Patient Family & Community EngagementInteractive Care Model: More Effectively Engaging Patients & Family in their Care
Karen N. Drenkard, PhD, RN, NE-BA, Senior Vice President/Chief Nursing Officer at GetWellNetwork, shares phases of an interactive care model engaging both the patient and the clinician one conversation at a time. While much has been written about the need for patient and family engagement, this model is a new approach on the “how.”
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Environment & HospitalityIs Anybody Listening? The Importance of Staff Engagement to Patients
Magali Tranie, Director of Marketing at ImageFIRST Healthcare Laundry Specialists, shares ways to enhance culture building with staff engagement through inspiring your staff, setting goals and building resilience.
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