Patient Family & Community Engagement

From Waiting to Welcoming: How Children’s of Alabama Elevated Pediatric ED Experience

Published March 1, 2026

Children’s of Alabama elevated its pediatric emergency department experience by using real-time feedback, activating...

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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...

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Innovation & Technology

Breaking the Language Barrier in Epic: UMass Memorial Health Integrates LanguageLine for Equitable Care

Published February 6, 2026

UMass Memorial Health integrated one-click LanguageLine interpreter access directly into Epic, removing barriers that...

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Culture & Leadership

Bridging Industries: The Influence of Hospitality-Driven Internships on Healthcare Service Delivery

Published January 30, 2026

Northwell Health is reimagining healthcare experience through a hospitality-driven, customer-obsessed approach. This case study...

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Quality & Clinical Excellence

Enhancing Post-Operative Patient Care through Improved Discharge Communications for Nurses

Published October 16, 2025

Northwell Health implemented the BPIN initiative—emphasizing Bleeding, Pain, Infection, and Nausea— to enhance the...

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Patient Family & Community Engagement

Accelerating Patient Connections: Transforming Experience with the F.A.S.T. Method

Published October 12, 2025

Marian Regional Medical Center transformed its emergency department experience using the F.A.S.T. Method—an empathetic...

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Staff & Provider Engagement

Transforming Patient Comfort with the Help of Volunteers: A Collaborative Initiative in the ED Hold

Published October 2, 2025

Tampa General Hospital’s volunteer-led comfort protocol in the ED Hold offers small, personalized touches—like...

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Quality & Clinical Excellence

Action Planning with Low Performers: Transforming Culture to Improve Patient Experience

Published August 24, 2025

BJC Medical Group implemented a structured process to boost patient experience scores for under-performing...

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Quality & Clinical Excellence

Back to Basics: Elevating Patient Experience Through Culture and Leadership

Published April 23, 2025

In this companion case study, Tara DiDonato highlights how NewYork-Presbyterian is strengthening patient experience...

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Culture & Leadership

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...

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Environment & Hospitality

Designing a Safe and Comprehensive Gluten-Free Menu to Improve the Human Experience

Published September 30, 2024

Discover how patient feedback at UNC Hospitals led to a comprehensive overhaul of gluten-free...

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Patient Family & Community Engagement

PFAC Panels for Maximum Patient Participation

Published September 23, 2024

Patient and Family Advisory Councils (PFACs) provide essential insights for enhancing patient experience metrics....

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Policy & Measurement

Unlocking Excellence: A Benchmarking Study on Leader Rounding in High-Performing Organizations

Published April 24, 2024

Leader rounding on patients has gained recognition as a best practice in healthcare and...

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Culture & Leadership

It’s More Than Just a Mattress: Multidisciplinary Process Improvement for the Disabled Patient Population

Published March 25, 2024

This case study sheds light on how small process changes can make a big...

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