Transforming Care in the Ambulatory Setting
Published September 2, 2019
CJ Merrill, Chief Patient Experience Officer at Mission Health System, shares how they took The Beryl Institute’s patient experience definition one step further by focusing on their patients’ and families’ experiences in the ambulatory setting.
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Staff & Provider Engagement
Narration of Care Framework to Strengthen Nurse Communication
Published April 30, 2026
A system-wide initiative at Houston Methodist introduced a “Narration of Care” framework to strengthen how nurses communicate with patients in real time, reducing uncertainty, easing anxiety, and improving understanding at the bedside. Grounded in patient feedback and HCAHPS data, applying the RECAP model of communication led to measurable gains in patient experience scores, stronger staff
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Staff & Provider Engagement
Supporting the Human Experience: Why Compassion Outperforms Empathy in Care Delivery
Published August 6, 2026
Healthcare professionals are often taught that empathy, defined as imagining oneself in the emotional experience of another, is essential to providing excellent care. Yet in high-stress, high-stakes clinical environments, the very tool given to increase patient and employee connection can contribute to disengagement, burnout, and diminished resiliency. This research review article examines the longstanding conflation
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Staff & Provider Engagement
Monthly Member Meet-up (September 2026)
Published September 2, 2026
9:00 AM PT / 12:00 PM ET / 5:00 PM London – Join us for an informal member networking meet-up designed for open conversation and connection. With no formal agenda, this session is simply a space to show up with questions, engage with peers, and exchange ideas with fellow members and our membership team. All
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Ask questions, share insights and connect with other experience leaders.
PX ConnectBecome 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
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