Learning Bite
Showing 81–96 of 131 results
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Culture & Leadership
Patients 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.
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Culture & Leadership
Pediatric 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.
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Environment & Hospitality
Quiet 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.
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Patient Family & Community Engagement
Ralph’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.
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Staff & Provider Engagement
Rewards 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.
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Patient Family & Community Engagement
Service 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.
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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
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Staff & Provider Engagement
Smile 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.
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Culture & Leadership
Social Responsibility and Community Engagement as part of Human Experience
Marcelo Alvarenga, MD, MSc, CPXP, Chief Experience Officer at Hospital Sírio-Libanês, Brazil, shares his thoughts on the work they are doing related to Public Health and Community Engagement and how they view their relationship to the concept of Patient & Human Experience in a global perspective.
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Culture & Leadership
Standardized Practices: How to Improve Medication Communication with Patients
Takiya Revis-Benjami B.S.P.H., M.B.A., H.M.A., Manager of Patient Experience at John Hopkins Bayview Medical Center, shares how their strategy to enhance existing inpatient medication communication practices contributed to the hospital’s ability to provide patients with an exceptional experience.
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Patient Family & Community Engagement | Staff & Provider Engagement
Standing Up for the Workforce: Seven Considerations for Patients and Families
In today’s challenging healthcare environment, healthcare workers often face incivility and physical violence that threaten their safety and well-being. “Standing Up for the Workforce” offers seven actions that patients and families can take to address this reality. Presented by a member of the Global Patient and Family Advisory Board, this learning bite calls on us
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Staff & Provider Engagement
Strength-Based Observations
Tiffany Christensen, CPXP, Vice President, Experience Excellence at The Beryl Institute, shares the values of strength-based observations to help alleviate workplace burnout.
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Staff & Provider Engagement
Strengthening Medical Staff Engagement and Performance Engagement through Caring
Jeremy Blanchard MD, MMM, CPE, Chief Medical Officer at Language of Caring, shares how investing in your medical staff and assuring their development of the advanced competency of communication is key to achieving an excellent patient experience and reversing the trend of greater professional burnout.
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Culture & Leadership
The 3 Keys to Transforming Care Delivery
Michelle Giarrusso, Director, PFCC Innovation Center of UPMC, addresses a quality improvement initiative aimed at improving patient satisfaction, outcomes and reducing costs. To deliver value to patients and families, healthcare leaders must learn how to sustain improvement efforts by focusing on three fundamental elements of care delivery.
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Patient Family & Community Engagement
The Art and Science of Leadership Rounding
Katie Haifley, CPXP, Co-founder COO/CMO, Nobl Health shares how leadership rounding on patients can have a profound impact on a patient’s experience when a leader builds a relationship with the patient based on empathy, respect and trust.
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Culture & Leadership
The Art of Empathetic Listening
Tony Padilla, Chief Experience Officer at UCLA Health System, focuses on the importance of creating and sustaining trusting relationships in healthcare by developing empathetic listening skills. Tony discusses two outcomes to utilize in interactions with patients and their families, employees and colleagues.
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