The Critical Integration of Patient Experience and Employee Experience
Published December 13, 2021
Brett Brende, Vice President of Customer Engagement for Healthcare at SMG, shares how having employees that are engaged, excited and happy in their work roles has a direct impact on overall patient experience.
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Staff & Provider Engagement
State of HX 2025: Thriving in the Face of Change
Published July 30, 2025

We’re pleased to announce the release of The State of Human Experience 2025: Thriving in the Face of Change. Now in its eighth edition, this biennial report offers a clear look at how the patient experience field continues to grow and adapt amid today’s healthcare challenges. Key findings include: 79% of organizations now have a
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Staff & Provider Engagement
Triad: A Novel Team Structure Pilot and its Impact on Patient Experience in the Pediatric Emergency Department
Published November 12, 2025
Introduction: Patient experience is inextricably tied to effective communication between the care team and patient. Published trials designed to improve communication and therefore patient experience in the pediatric emergency department setting are lacking. Methods: This is a novel care team reorganization in a single tertiary care pediatric emergency department. A Triad team consisted of a
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Staff & Provider Engagement
Empowering Frontline Staff in Service Recovery
Published November 12, 2025
Objective: This study aimed to develop and implement a standardized service recovery training program within the VA healthcare system to enhance patient experiences and address grievances effectively. The purpose of the training was to equip VA employees with the necessary skills and knowledge to resolve service issues promptly and empathetically, adhering to the principles of
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