Aligning the Work of Patient Relations: The Value of an Operating Manual
Published September 25, 2023
In this case study from Yale New Haven Hospital System, learn how the creation of an Operating Manual for all Patient Relations Departments across their health system aids in setting expectations for staff in quality, safety and experience. Initial outcomes from the new manual include higher compliance rates in case documentation and greater clarity around operational policies, empowering staff to confidently handle the navigation of issues.
Related content
-
Patient Family & Community Engagement
“Psychosocial Dimensions of Living with Hep B: Notes from the Field The Lived Experience of a Mother Raising a Daughter with Hepatitis B”
Published August 8, 2025
What follows is based on the interweaving of three points of view each of which contributes to an understanding of the experience of living with Hepatitis B: (i) as the mother of a daughter who was diagnosed with HBV at 5 months and who still, at age 22, carries traces of the surface antigen in
Learn more -
Patient Family & Community Engagement
A Case Report on Meeting the Spiritual Need of Intubated Conscious Patient
Published November 12, 2025
Nurses are showing more interest in including spiritual health to prevent and treat illnesses. For patients who can speak may ask for their spiritual need to the health care provider. But for intubated patients it.s difficult to express such needs. Most of the time caregivers focus on the physical parameters only for intubated patients. Apart
Learn more -
Patient Family & Community Engagement
The Art of Diagnosis: How to Actively Participate in Your Healthcare
Published August 8, 2025
Diagnosing illness is one of the most complex and error-prone aspects of healthcare, yet patients are rarely equipped with the knowledge or tools to engage in the process actively. This article demystifies diagnosis by explaining how doctors formulate differential diagnoses, the limitations of medical testing, and the cognitive and systemic factors that contribute to diagnostic
Learn more
Ask questions, share insights and connect with other experience leaders.
PX ConnectBecome a member for access to this resource and more:
- Live and On-demand Webinars and Connection Calls
- PX Papers, Case Studies and Research Reports
- PX Connect Online Community
- Discounts on Learning Programs and Events
Become a member for access to this resource and more:
- Live and On-demand Webinars and Connection Calls
- PX Papers, Case Studies and Research Reports
- PX Connect Online Community
- Discounts on Learning Programs and Events
Aligning the Work of Patient Relations: The Value of an Operating Manual
$275.00
PURCHASE NOW