Learning Bite
Showing 81–96 of 143 results
-
Culture & LeadershipPatient 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,
Learn more -
Culture & LeadershipPatient 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.
Learn more -
Culture & LeadershipPatient Experience Centrality of Needs
Jason A. Wolf, President, The Beryl Institute, explores the centrality of needs in patient experience. As we continue the conversation on the definition of patient experience, organizations are also digging deeper into the integral components of what patient experience means – involving culture, interactions, perceptions and the spaces in between.
Learn more -
Patient Family & Community EngagementPatient Experience Lessons from 100+ Days as a NICU Dad
Paul Jaglowski, Co-Founder and Chief Strategy Officer at Feedtrail, shares his experience as a NICU dad and why personalized engagement is so important for not only the families and patients receiving care but also for the care teams and clinicians. Paul recommends best practices for engagement and recognition to elevate the care experience for all
Learn more -
Culture & LeadershipPatient Experience Made Easy: Lessons from “World Class “Experience-Focused Businesses
Joseph Michelli, Customer Experience Consultant, The Michelli Experience, discusses the true north of the patient experience journey and the importance of creating a powerful “why” in healthcare. By connecting with individual callings, healthcare organizations are able to understand the “why” of their patients.
Learn more -
Culture & LeadershipPatients Perception of Care
Brooke Billingsley, CEO, Perception Strategies, shares three components of what is most important to patients when receiving care. Organizations must move away from adding tasks to the daily caregivers duties to allow them the time to provide compassionate care, one-on-one communication, and show respect for the patient’s temporary house.
Learn more -
Culture & LeadershipPediatric Leader Rounding Through the Eyes of a Parent
Teresa Anderson, EdD, MSN, RN, NE-BC, Chief Nursing Officer, at Nobl shares how her personal experience changed her views on what parents need from nursing leaders and how to create meaningful rounds with them.
Learn more -
Staff & Provider EngagementPrioritizing Experience: Four Considerations for Healthcare Transformation
In this learning bite, Ashley Nelson shares a compelling call to action for healthcare leaders and teams to embed human experience at the core of their work. With practical insights grounded in compassion, purpose, and co-design, Nelson outlines how experience isn’t an extra task—but the essence of how we care, lead, and connect in healthcare
Learn more -
Staff & Provider EngagementPX Ownership at the Frontline: Innovating an Experience Champions Program
Is your PX team “spinning a lot of plates”? Windie Her shares how UC Health, a huge system supported by only 12 Patient Experience Professionals, faces the challenge of managing numerous tasks while improving experience. To keep its plates from dropping, UC Health developed an Experience Champions program involving 665 frontline staff members across 111
Learn more -
Environment & HospitalityQuiet at Night: Where Things Stand Today
Gary Madaras, Healthcare Soundscaper, Rockfon – Making Hospitals Quiet, shares three key points to better understand what can be done in healthcare facilities to improve the patient’s perception of quiet. Focusing on introducing good sounds that create a steadier, more soothing ambiance will affect the overall patient experience.
Learn more -
Patient Family & Community EngagementRalph’s Story
Matthew D. Schulz, M.A., Physician Relations Manager, Marketing & Communications Department, Central California Medical Group at University Center of Excellence shares that each interaction and conversation you have with a patient, no matter how small it might seem, can have a big and lasting impact.
Learn more -
Policy & MeasurementRedesigning Your Approach to Patient Grievances to Improve Experience
UMass Memorial Medical Center transformed its grievance process to better respond to patient feedback by redesigning three key areas. Learn how building strong relationships with leadership, taking a proactive approach, and implementing “Standard Work” led to faster, more thorough responses, ultimately improving patient satisfaction and reducing response times.
Learn more -
Staff & Provider EngagementRewards and Recognition During the Pandemic
Dr. Mary Washburn, Physician Champion for Care Experience and Natalie Whitlock, Director for Care Experience, Kaiser Permanente Orange County share new ways to recognize and show gratitude to staff in a post-pandemic environment.
Learn more -
Patient Family & Community EngagementService Recovery and Apology: Getting it Right
Andrew Gallan, Assistant Professor at DePaul University, shares a theory-tested strategy to help you think about how your organization structures its service recovery strategy, and what elements it might be missing. Gallan describes three elements of the theory and offers steps for organizations to formulate an effective service recovery strategy to drive patient experience improvement.
Learn more -
Setting Boundaries with Patients and Families
Kim Pedersen, Administrative Director, Patient Relations, Marianjoy Rehabilitation Hospital, shares tactics to ensure clinical staff has the skills to provide an exceptional patient experience with respectfully setting appropriate boundaries. While it is important for healthcare providers to support and encourage patients and families to be active participants in their care, it is equally important care
Learn more -
Staff & Provider EngagementSmile from Behind the Mask
Mendy Goonan, MBA, CPXP, Director, Patient Experience, Norton Healthcare, shares a few tips on how to express both kindness and empathy from behind the mask.
Learn more
