Culture & Leadership | Diversity Equity and Inclusion

Leadership matters: A conversation with Dr. James Hildreth

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Culture & Leadership | Staff & Provider Engagement

Heartfelt and Healing: Mastering the Art of an Apology in Human Experience

In this webinar, participants will explore the expertly designed service recovery process developed by the Patient Experience team at Allegheny Health Network, a 10-hospital system in Western Pennsylvania. Attendees will learn how to enhance their current service recovery techniques through a collaborative, system-wide approach. This approach emphasizes sincerity, accountability, active listening, validation, and patient collaboration
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Culture & Leadership

A Human-Centered Approach to Engaging Diverse Families in Pediatric Advisory Groups

By Nikki Montgomery, M.A., M.Ed., GPAC The pediatric world gets it right in many ways when it comes to engaging families. Families have to be involved in care when the patients are children. Families participate in developing care plans, and their expertise about their child is part of developing those plans. Families are welcomed, and
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Culture & Leadership

The Value Case for Improving Human Experience in Healthcare

This white paper explores the concept of experience-driven value in healthcare and the corresponding value of experience. An expanded version of the article printed in PXJ Investing in the bottom line: The value case for improving human experience in healthcare, this paper provides real-world case studies and actionable strategies that demonstrate how true value is
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