Applying Equity, Diversity, and Inclusion in Co-Design with Patient Experience Partners
Published May 15, 2024
If diversity of your PFACs is a top strategic priority for your hospital, then this learning bite is for you. North York General Hospital shares how it built a recruitment campaign around three actions that led to hiring 14 new advisors from underrepresented communities. With enhanced diversity in their PFACs, the hospital can now better meet the needs of the people it serves.
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Quality & Clinical Excellence
Enhancing Post-Operative Patient Care through Improved Discharge Communications for Nurses
Published October 16, 2025

Northwell Health implemented the BPIN initiative—emphasizing Bleeding, Pain, Infection, and Nausea— to enhance the quality and consistency of nurse-led discharge communication for post-operative patients. Through the use of visual cues and structured education, the initiative improved patient understanding and engagement, leading to measurable gains in OAS CAHPS scores across participating hospitals.
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Environment & Hospitality | Patient Family & Community Engagement
Elevating the Emergency Department Experience: The Impact of Experience Ambassadors
Published April 16, 2025

By Jill Koss, Cook Children’s Medical Center At Cook Children’s Medical Center, we are committed to continuous innovation to enhance the patient and family experience. One key area of focus has been our Emergency Department (ED), where we identified an opportunity to improve the experience of waiting—both in the waiting area and after patients are placed
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Quality & Clinical Excellence
Experiences of Women in the Labour room: the Untold Story
Published May 5, 2025
Background: Childbirth experiences are some of the most sensitive indicators of the utilisation of health facilities. Women who go through the child-birthing process are reported to be faced with a range of experiences. Aim: This study described women’s experiences in the labour room. Methods: The study employed a qualitative research approach with a descriptive design.
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