Owning the Moment through Standardized Service Recovery Training
The VA New England Healthcare System developed a standardized service recovery program to improve patient satisfaction, increase customer loyalty, and build patient trust. The VA’s S.A.L.U.T.E. training model empowers staff to provide prompt service recovery when errors occur, correcting what went wrong for the patient, mending the damage the error caused, and restoring trust in the relationship.
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Quality & Clinical ExcellenceRefining Successful Implementation Strategies for the Surgical Safety Checklist in High-Income Contexts: Results of an International Mixed Methods Study
The WHO Surgical Safety Checklist (SSC) continues to show inconsistent success in reducing surgical complications in high-income settings. Previous implementation research identified potential barriers and facilitators to success, but it primarily consists of qualitative studies with small sample sizes in limited geographic areas. We conducted a multi-country mixed-methods study of barriers and facilitators to SSC
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Culture & Leadership | Quality & Clinical ExcellenceThe Value Case for Improving Human Experience in Healthcare: A Conversation with Brian Carlson and Jennifer Carron
On the heels of the tenth anniversary release of PX Journal, Jason Wolf sits down with Brian Carlson, Vice President of Patient Experience at Vanderbilt University Medical Center and Jennifer Carron, Patient Experience Officer at BJC Healthcare to discuss their new co-authored article, “Investing in the Bottom Line: The Value Case for Improving Human Experience
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Culture & Leadership | Patient Family & Community Engagement | Quality & Clinical ExcellenceFalling on Deaf Ears: Special Considerations for Deaf Patients in Healthcare
Often clinicians view Deaf patients as the same as other Limited English Proficiency (LEP) patients. Not knowing that the Deaf community has its own culture and linguistic needs often leads to poorer health outcomes and compliance for the Deaf community. It also leads to lack of equity and access in their own healthcare or worse,
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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