The Art of the E-Visit – One Provider’s Journey into Exploring and Defining
Published August 27, 2020
This case study provides a description of programming options developed to respond to a public health crisis. Specific interventions are identified along with preliminary outcomes. It also discusses the disruption of human connection and patient isolation during the COVID-19 pandemic.
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Environment & Hospitality
The Dignity Paradox in Patient Experience
Published February 21, 2026

Lisa Groon Manager of Quality & Patient Experience, TEDx Speaker Sanford Health “Looks like they’re ready for you, Mom.” It was the first clinic appointment I attended with my mom after her diagnosis. Before that, she had always been the one taking me to appointments, helping me answer questions, and keeping track of details. Now,
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Environment & Hospitality
Building Better Experiences: Partnering with EVS to Enhance Patient Care
Published April 2, 2025

By Andrew Cowart-Oberle, PhD, MHA, CPXP and Heather Lazarides, MHA, MS CCC-SLP, CPXP, Director of Patient Experience at BJC Health System Our Patient Experience (PX) team partnered with Environmental Services (EVS) to explore ways to enhance patient experience through their work. These discussions recognized the vital role EVS plays in patient experience, supported by patient
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Culture & Leadership | Environment & Hospitality | Infrastructure & Governance | Patient Family & Community Engagement | Policy & Measurement | Quality & Clinical Excellence | Staff & Provider Engagement
A Commitment to Human Experience in Essential Hospitals
Published July 11, 2024
A Commitment to Human Experience in Essential Hospitals highlights the innovative practices of essential hospitals in enhancing the human experience in healthcare. These safety-net hospitals are crucial for providing care to underserved and marginalized communities, addressing complex medical needs and significant socio-economic challenges. Despite facing financial constraints and staff shortages, essential hospitals excel in creating
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