Joint Commission: A Discussion on Being Prepared as Volunteer Professionals
Published July 27, 2022
Connection Calls provide opportunity for networking and idea sharing with peers. In addition to a discussion on a pre-announced topic, each call includes time for general discussion on the issues relevant to the community.
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Staff & Provider Engagement
Re-Recruitment: An Essential Aspect of Human Experience
Published May 5, 2025
Healthcare staffing is a major issue facing leaders at all levels and is affected by turnover rates in “The Great Resignation,” as well as the issue of burnout, moral injury, and turnover. In seeking to deal with defining and making human experience as reality, these factors affect every level, from patient experience to workforce experience
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Staff & Provider Engagement
Narration of Care Framework to Strengthen Nurse Communication
Published April 30, 2026
A system-wide initiative at Houston Methodist introduced a “Narration of Care” framework to strengthen how nurses communicate with patients in real time, reducing uncertainty, easing anxiety, and improving understanding at the bedside. Grounded in patient feedback and HCAHPS data, applying the RECAP model of communication led to measurable gains in patient experience scores, stronger staff
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Staff & Provider Engagement
The Impact of the ED Service Ambassador Program
Published September 11, 2025

In this episode, Amy Kwiatkowski talks with Liddy Deacon of Sutter Health about their Emergency Department Service Ambassador Program. Liddy shares how ambassadors support patients and staff, foster meaningful connections, and improve care experiences across the ED.
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