Learning Bite
Showing 65–80 of 136 results
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Culture & Leadership
Leading Patient Experience through Monthly Plans: Connecting Engagement to Outcomes
Leadership in healthcare is challenging, particularly when it comes to seamlessly integrating patient experience into daily operations. To address this, OSF developed a step-by-step approach that enabled leaders to naturally incorporate patient experience best practices into their work. Monthly plans spelled out everything leaders needed to know to be successful, from purpose and role definitions
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Environment & Hospitality
Managing Service into Safety Huddles: Promoting Team Collaboration
Sasha Holloman, MSN, RN, CENP, Director 4 of Medical, Case Management and Float Pool at Sarah Bush Lincoln, shares how their organization refocused their efforts to improve the safety of their patients resulting in a drastic reduction in serious safety events and an increase in collaboration and reporting of concerns.
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Environment & Hospitality
Managing the Wait
Diane McGarry, Manager, Patient and Family Experience at St. Jude Children’s Research Hospital, shares how honest, open communication and transparency was a key transformer in addressing and managing wait times.
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Culture & Leadership
Meaningful Recognition
Bonnie Barnes, FAAN, Co-founder, Chief Executive Officer with The DAISY Foundation, shares how you can ensure meaningful recognition is embedded in your culture.
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Patient Family & Community Engagement
Meeting the Patient’s Expectations through Setting an Agenda Together
Sumita Khatri, Physician/Co-Director Asthma Center/Facilitator, Center for Excellence in Healthcare Communication, Cleveland Clinic, discusses tools for intentional verbal communication of empathy with patients. By engaging in reflective listening enhancement, healthcare providers can aid one’s ability to hone in on the patient’s problems and have a unifying and personalized plan.
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Infrastructure & Governance
Mitigating Unconscious Bias to Improve Patient Experience
Unconscious bias is the mechanism of our brain that allows us to make shortcuts to quickly interpret and respond. For this very reason, awareness training is key and Barbara Warren with Mount Sinai Health System provides four tips to address unconscious bias.
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Staff & Provider Engagement
Motivation x Empowerment = Caregiver Engagement
Charles Kunkle, Engagement Coach, Navigator Leadership, discusses how to first understand what motivates their staff and then provides creative program ideas to ensure a positive patient experience for the ultimate working environment.
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Environment & Hospitality
Mystery Shopping in Healthcare
Kristin Baird, RN, BSN, MHA, President/CEO of the Baird Group, explains that mystery shopping is a valuable addition to survey data because it moves data from the head to the heart which is much more likely to incite change.
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Staff & Provider Engagement
Need a “helping hand?” A volunteer can help
Tricia Spence, Manager of Volunteer Services at St. Jude Children’s Research Hospital, shares the details of the hospital’s volunteer respite care program, Helping Hands, and the benefits it has had on the patient and family care partner experience experience.
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Innovation & Technology
Open Talk: Shared Decision-Making with CYP in Healthcare and Mental Healthcare
Kate Martin, Founder and Director, Common Room Consulting, Ltd., explains that ‘open talk’ is all about putting children and young people at the heart decisions about their mental health care.
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Innovation & Technology
Optimizing OpenNotes for Patient Engagement and Safety
Liz Salmi, Senior Strategist Outreach and Communications, OpenNotes, explains that when patients can read their doctors notes a large majority report benefits such as feeling more engaged in their care, having a better understanding of their health conditions, and are more likely to take medications as prescribed.
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Quality & Clinical Excellence
Owning the Moment through Standardized Service Recovery Training
The VA New England Healthcare System developed a standardized service recovery program to improve patient satisfaction, increase customer loyalty, and build patient trust. The VA’s S.A.L.U.T.E. training model empowers staff to provide prompt service recovery when errors occur, correcting what went wrong for the patient, mending the damage the error caused, and restoring trust in
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Culture & Leadership
Passion for Service Recovery
Carol Santalucia, Vice President, and Toya Gorley, Director, Client Services, CHAMPS Patient Experience, discuss three components to a service recovery program. How we handle and approach service recovery really shapes the patients perception of our organization, our employees and their overall experience.
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Culture & Leadership
Patient and Family Centered I-PASS
Alisa Khan, MD, MPH, Staff Physician and Instructor in Pediatrics at Harvard Medical School, shares research from an innovative program aimed at improving the communication between doctors, nurses, and hospitalized patients. The study group was comprised of over 100 family members, nurses, hospitalists, medical educators, health literacy experts, and researchers who were all centered on
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Culture & Leadership
Patient Centered Responsiveness
Megan Hirsch and Nicole Iarrobino, Sr. Project Administrator’s at The John Hopkins Hospital, offers guidelines to achieving patient centered responsiveness, which is the ability of an organization to thoroughly and and compassionately respond to the specific concerns of a patient in a timely manner. By responding to concerns in a thoughtful, caring, and timely way,
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Culture & Leadership
Patient Experience and the Physician Practice
Nicole L. Cable, CPXP, Chief Experience Officer at Innovacare Health shares how all voices in the patient experience can impact service excellence and provides three ways you can improve the patient experience.
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