Why Patients Come Second
Published June 6, 2016
Paul Spiegelman, Founder of The Beryl Institute, provides insight from his book, “Why Patients Come Second,” and presents three key elements to improving the patient experience by creating a foundation of great organizational culture.
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Culture & Leadership
Brand YOU: Aligning Values to Build a Brand of Engagement & Strength
Published October 24, 2025
When Vidant Health rebranded to ECU Health, maintaining patient trust and team engagement was critical. This PXLB explores how ECU Health used patient insights and the Brand YOU program to align employees with the new identity—reinforcing trust, loyalty, and a shared commitment to care.
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Culture & Leadership
PX Champions: Improving our Impact by Broadening our Reach
Published July 2, 2025
How can we ingrain patient experience into our organization’s culture? This is the question our team pondered as we developed the 2024 strategy for our medical group. At that time, patient experience (PX) was something teams focused on, but mostly when scores were low. It was our goal for PX to be a foundation from
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Building Diversity and Advocacy in Healthcare Leadership: A Proposed Graduate Program for Patient Experience Excellence
Published December 20, 2024
This case study examines the development of a graduate-level program addressing the need for healthcare professionals skilled in diversity, disparities, and advocacy (DDA) to enhance patient experience. Dr. Susan Lee, University of Texas MD Anderson Cancer Center, initiated the program to integrate DDA into leadership and practice, aligning with her organization’s mission to support equity
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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