Navigating the Journey: Mapping the Highs and Lows of Experience
Published January 9, 2026
At St. Jude Children’s Research Hospital, patient journey mapping helps teams see care through the eyes of patients and families, revealing gaps, reducing anxiety, and turning insight into meaningful improvement.
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Change Leadership: Five Tactics to Make Best Practices Stick
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Complimentary – Change in healthcare is inevitable – and often challenging. Yet it’s essential for sustaining the patient experience behaviors and practices that matter most to patients and for bringing meaning and joy to the work of healthcare professionals. Change feels even harder when patient experience best practices fall short because real world circumstances and
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Building Cognitive-Based Compassion into Service Recovery Training
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Traditional service recovery training often focuses on key principles and de-escalation techniques, leaving learners with theoretical knowledge but lacking practical implementation skills. In response to rising workplace violence and increasing complaints, we redesigned our service recovery training to incorporate cognitive-based compassion training. This approach helps staff connect to their sense of empathy during emotionally charged
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ONE Sutter Experience of Care, a 3-Step Communication Standard
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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
Navigating the Journey: Mapping the Highs and Lows of Experience