Redesigning Your Approach to Patient Grievances to Improve Experience
Published January 9, 2025
UMass Memorial Medical Center transformed its grievance process to better respond to patient feedback by redesigning three key areas. Learn how building strong relationships with leadership, taking a proactive approach, and implementing “Standard Work” led to faster, more thorough responses, ultimately improving patient satisfaction and reducing response times.
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Policy & Measurement
Enhancing Post-Visit Communication: A Quality Improvement Initiative
Published August 18, 2024
With grant funding from The Beryl Institute, Briargate Outpatient Specialty Care Clinic at Children’s Hospital Colorado launched a quality improvement project to tackle the decline in patient and family experience scores concerning post-visit communication. By implementing targeted interventions, the clinic increased the percentage of families who felt well-informed about handling questions after visits from 72%
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Infrastructure & Governance | Patient Family & Community Engagement | Policy & Measurement
Patient Advocacy Community Connection Call: Effective Practices for Complaint and Grievance Recording and Reporting
Published November 6, 2024
In the ever-evolving landscape of healthcare, patient relations play a crucial role in ensuring a positive patient experience. Effective complaint and grievance recording and reporting are fundamental components of this process, directly impacting patient satisfaction, trust, and overall care quality. Join the Patient Advocacy Community for an insightful discussion of effective practices for managing patient
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Policy & Measurement
Patients’ experiences of triage and waiting in emergency departments: A cross-sectional survey
Published November 12, 2025
Objective: Patient experience is a core aspect of care quality. Patient experiences of emergency departments (EDs) have been examined, but there has been less focus on ED triage and waiting areas, often patients’ initial point of contact with a health service. This study aimed to understand patients’ experiences of ED triage and waiting room. Methods:
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- 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
Redesigning Your Approach to Patient Grievances to Improve Experience