The Impact of the ED Service Ambassador Program
Published September 11, 2025
In this episode, Amy Kwiatkowski talks with Liddy Deacon of Sutter Health about their Emergency Department Service Ambassador Program. Liddy shares how ambassadors support patients and staff, foster meaningful connections, and improve care experiences across the ED.
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Staff & Provider Engagement
Thank a Life Saver: A Human-Centered Recognition Program Connecting Patient Gratitude, Staff Well-Being, and Patient Experience
Published August 17, 2026
This case study highlights Northwell Health’s “Thank a Life Saver” initiative, a human-centered recognition program that reunites patients and families with the multidisciplinary teams who provided lifesaving care. The program was designed to help healthcare workers see the lasting impact of their work while strengthening staff well-being, recognition, teamwork, and the patient and family experience.
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Staff & Provider Engagement
Healing the Social Covenant: Rebuilding Trust and Re-humanizing Healthcare
Published August 6, 2026
Violence against healthcare workers continues to escalate despite substantial investments in security measures, workplace violence prevention programs, and legislative protections. Although these interventions are necessary, they have not produced sustained improvements in workforce safety or retention, suggesting that workplace violence is more than a behavioral or security problem. This commentary argues that it also reflects
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Culture & Leadership | Staff & Provider Engagement
Reigniting Frontline Culture Through Service Behaviors
Published March 10, 2026
Discover a proven framework for building a positive, patient-centered culture through standardized service behaviors. This webinar offers interactive strategies – role play, video modeling, and recognition planning – to engage teams in consistency and compassion. Join this webinar to learn how this approach boosted patient experience ratings and courtesy scores while strengthening leadership and team
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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