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 | Patient Family & Community Engagement | Staff & Provider Engagement
A System-Wide Transformation in Human Experience at NSW Health
Published August 19, 2025
Complimentary – Join Anne Marie Hadley, Chief eXperience Officer at NSW Health, for an inspiring conversation. Four years ago, we set out on a bold journey with consumers, carers, families, staff and volunteers to co-create Elevating the Human Experience, a unifying vision that placed kindness, dignity, and compassion at the heart of healthcare across NSW
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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
Pennsylvania Hospital Brings Service Recovery to the Bedside: How CipherRounds Helped Leaders Catch Issues Early, Reduce Complaints, and Improve Experience
Published February 21, 2026
Pennsylvania Hospital faced a common challenge in patient experience: feedback arrived after discharge, when it was too late to address concerns that shaped how patients remembered their stay. By bringing service recovery to the bedside through CipherRounds, leaders were able to identify and resolve issues in real time. Brought to you by:
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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