Rebalancing the patient experience: 20 years of a pendulum swing
Published November 7, 2017
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Compassion Connected Communication
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Compassion is a critical driver of patient experience, staff well-being, and trust. Grounded in emotional intelligence, this presentation explores compassion as a learnable skill that is expressed through observable behaviors, especially in moments when emotions escalate or dignity is threatened. Participants will examine the differences between sympathy, empathy, and compassion; consider how self-awareness and emotional
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Culture & Leadership
Pennsylvania Hospital Brings Service Recovery to the Bedside: How CipherRounds Helped Leaders Catch Issues Early, Reduce Complaints, and Improve Experience
Published February 21, 2026

Pennsylvania Hospital faced a common challenge in patient experience: feedback arrived after discharge, when it was too late to address concerns that shaped how patients remembered their stay. By bringing service recovery to the bedside through CipherRounds, leaders were able to identify and resolve issues in real time. Brought to you by:
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Culture & Leadership | Innovation & Technology
Breaking Down Communication Barriers in Emergency Patient Experience
Published November 13, 2025
Complimentary – Emergency departments face unique challenges in delivering exceptional patient experiences. Unlike inpatient settings where time allows for relationship-building, the ER operates in a high-pressure, fast-paced environment where communication gaps directly impact clinical outcomes and patient satisfaction. This webinar explores the fundamental obstacles to effective ER communication and presents practical, technology-enabled solutions that are transforming
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