Evaluating a Co-designed Patient-Facing Digital Hub for Enhancing Patient Engagement in Research (PER)
Published March 4, 2025


This report highlights a shift from patients as research participants to active partners. Learn how, through a co-design approach, Sunnybrook Health Sciences Centre developed a website to support patient engagement in research, with feedback shaping its usability and accessibility. Patient partners reported a positive experience, feeling heard and appreciated in this co-designed initiative.
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Environment & Hospitality
Building Better Experiences: Partnering with EVS to Enhance Patient Care
Published April 2, 2025

By Andrew Cowart-Oberle, PhD, MHA, CPXP and Heather Lazarides, MHA, MS CCC-SLP, CPXP, Director of Patient Experience at BJC Health System Our Patient Experience (PX) team partnered with Environmental Services (EVS) to explore ways to enhance patient experience through their work. These discussions recognized the vital role EVS plays in patient experience, supported by patient
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Environment & Hospitality | Innovation & Technology
The Hospitality Effect: Creating a Culture to Improve Care & Outcomes
Published August 15, 2024

Complimentary – Elevating a great medical experience to a great patient experience means focusing on creating a great human experience. And that requires hospitality—not just in physical environments, but also in personal connections and experiences that help people feel seen and heard. Incorporating the principles of hospitality into patient care impacts the experience of patients,
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Environment & Hospitality
What We Wear Shapes Patient Trust
Published June 15, 2026
Heather Lazarides, MHA, MS CCC-SLP, CPXP Director of Patient Experience BJC Health System What do patients see before they hear our words or experience our care? The answer is simple: us. In healthcare, first impressions are formed in seconds, and our research shows that what we wear plays a powerful role in shaping trust, comfort,
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