Learning Bite
Showing 49–64 of 152 results
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Patient Family & Community Engagement
Escalating Patient Behavior: Know Before You Go
Published October 5, 2023
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 & Leadership
Experience – It’s Not Just Being Nice, Is it?
Published September 6, 2016
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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Experience Framework Overview
Published February 17, 2022
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 Engagement
Experience of Care RCAs
Published August 1, 2021
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
Published March 7, 2019
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 Engagement
Fostering a Growth Mindset in Healthcare: A Strengths-Based Approach to Improving Patient Experience
Published February 5, 2025
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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Staff & Provider Engagement
From Forgotten to Heard: Improving Patient Care in Overcrowded EDs
Published August 7, 2025
After a difficult ED stay, patient advisor Joe helped drive improvements at Tampa General Hospital. With input from PFAC and the Inpatient Hold Steering Committee, changes like comfort kits and 24-hour rounding transformed hallway care. On his next visit, Joe felt heard and cared for.
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Innovation & Technology
Game On: Growing a Gaming and Technology Program that Improves Patient Experience
Published July 17, 2025
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 & Technology
Getting Back to the Basics of Clinical Care and Patient Empowerment
Published December 8, 2016
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 Engagement
Guidelines on Human-Centered Design
Published December 5, 2017
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 Engagement
How Can I Help You? Hardwiring Clerks & Receptionists Communication
Published July 26, 2023
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
Published September 1, 2022
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 & Leadership
How to Boost Teamwork in Just 10 Minutes a Day
Published December 6, 2018
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 & Leadership
HUMAN EXPERIENCE 2030: A Vision for the Future of Healthcare
Published August 11, 2020
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 Engagement
Improving the Patient Experience in a Virtual Care Environment
Published January 21, 2020
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 Engagement
In the Moment Coaching and Recognition
Published July 6, 2016
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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