The Skill of Empathy: RLR2 – Read, Listen & Respond Reflectively
Published June 5, 2016
Diane Rogers, President, Contagious Change, discusses the skills of empathy to pay particular attention to because it has the ability to create an empathic, therapeutic relationship, which can change the patient’s perception of an encounter.
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Culture & Leadership | Infrastructure & Governance
ED Patient Loyalty Scores Nearly Double Through an Innovative Patient Navigator Role
Published September 11, 2025
The ED clinical patient navigator (PN) role addresses experience gaps related to wait times, communication, teamwork, and personalized care during visits. By creating a patient experience value stream map, we identified the need for the PN role, focusing on patients at risk for negative experiences. The PN customizes interventions and ensures patients understand their care
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Culture & Leadership | Staff & Provider Engagement
Rising Strong: Team Resilience Strategies
Published May 6, 2025

Join us for an insightful webinar where we’ll share practical resilience tools and strategies that greatly enhanced the well-being of a 50-member caregiver team. This team, which manages complaints and grievances for 33 hospitals and 385 clinics across four states, saw their Patient Engagement Scores climb from 63% to 83%, outperforming Intermountain Health’s overall employee
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Culture & Leadership
The Value Case for Improving Human Experience in Healthcare
Published December 12, 2024

This white paper explores the concept of experience-driven value in healthcare and the corresponding value of experience. An expanded version of the article printed in PXJ Investing in the bottom line: The value case for improving human experience in healthcare, this paper provides real-world case studies and actionable strategies that demonstrate how true value is
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