Learning Bite
Showing 97–112 of 134 results
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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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Culture & Leadership
The Basis of Useful Coaching: Effective Feedback
Calvin Chou MD, Professor of Clinical Medicine, University of California, San Francisco and Faculty, American Academy on Communication in Healthcare, discusses how enhancing provider communication skills is one of the most direct ways to improve patient experience and provides some evidence-based tips on sharing feedback most effectively.
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Culture & Leadership
The Changing Language of Burnout
Stephanie “Stevi” Shively, PhD, Medical Burnout and Traumatization Consultant, discusses the current language surrounding clinician “burnout” and suggests more inclusive and actionable terminology. She also argues that clinician distress is prevalent across the healthcare disciplines and that the collective focus should be expanded to include allied health professionals and other healthcare workers.
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Culture & Leadership
The Critical Role of Leadership
Deanna Frings, Director, Learning & Professional Development, The Beryl Institute, discusses how leadership is a primary driver of success in supporting an organization’s experience efforts and offers three ways essential leaders can create the best experiences for their staff, patient and families.
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Culture & Leadership
The Hard Truth about Accountability
Dorothy Sisneros, Partner, Language of Caring discusses the struggle to maintain accountability when leaders fail to hard wire patient experience best practices or have changes in focus, which results in lack of accountability, waste in money and lost time. In order to create the exceptional patient, family and staff experience, Dorothy shares six key elements
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Culture & Leadership
The Importance of Shared Definitions to Advance DEI Efforts
Dr. Rhae-Ann Booker, PhD, Vice President of Diversity, Equity and Inclusion at University of Michigan Health – West shares the importance of shared definitions to limit confusion and division and provides a glossary of core terms to improve the inclusion conversation.
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Culture & Leadership
The Key to Showing Compassion to Others: Offering Kindness to Ourselves
Allison Chrestensen, MPH, OTR/L with Tandem Healthcare Solutions explains how showing ourselves kindness through Mindful Self-Compassion, we may discover that we’re more able to show compassion to others, even when things don’t turn out perfectly.
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The Missing Ingredient in PX: Effective Internal Communications
Lynne Cunningham, National Speaker and Coach, Studer Group, shares three key points to having a successful internal communications strategy for your organization and employees. Often missed as an important factor in patient experience, including an effective marketing plan will not only positively affect the patient experience but increase employee engagement.
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Culture & Leadership
The Nurse/Patient Partnership
Kristin Baird, President/CEO of Baird Group, discusses the daily impact of nurses on the patient experience. By focusing on great communication and great care, nurses can impact consistent positive patient experience and clinical outcomes.
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Staff & Provider Engagement
The Power of Data Storytelling: Amplifying the Impact of Human Interaction in Healthcare
Data literacy has become an increasingly important skill for healthcare experience leaders. This also applies to telling the volunteer story. In this learning bite, learn how to become an effective data storyteller who can articulate the impact of volunteers in a way that drives meaningful action.
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Culture & Leadership
The Power of Experience Excellence to Change Healthcare
Katie Owens, President of Healthcare Experience Foundation shares three essential elements for successful change in healthcare in hopes that it will equip you and your organization for even higher degrees of success.
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Patient Family & Community Engagement
The Power of the Patient’s Story
Marcus Engel, Founder and Speaker, I’m Here Movement, shares his personal patient experience story and discusses how to actively listen to patients in order to empathize with their situations.
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Staff & Provider Engagement
The RX is PX for Outpatient Partners
Amanda Walker, CPXP, BSN, RN, Senior Vice President, Patient Experience at Heritage Biologics, Inc., shares best practices on how to bridge the gap that exists in a patient’s healthcare journey as they transition back and forth between points of care.
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Culture & Leadership
The Skill of Empathy: RLR2 – Read, Listen & Respond Reflectively
Diane Rogers, President, Contagious Change, discusses the skills of empathy to pay particular attention to because it has the ability to create an empathic, therapeutic relationship, which can change the patient’s perception of an encounter.
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