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...

read more
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...

read more
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...

read more
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...

read more
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...

read more
the newyork-presbyterian brooklyn methodist hospital logo is overlaid atop an image of stacks of books; text at the bottom of the image reads case study
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...

read more
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...

read more
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...

read more
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....

read more
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...

read more
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...

read more
Quality & Clinical Excellence

Fostering Patients’ Confidence to Manage Their Care at Home

Published March 18, 2024

In this case study, Banner Health shares the process changes it made to help...

read more
Environment & Hospitality | Patient Family & Community Engagement

Reimagining the Non-Clinical Patient and Family Environment

Published January 22, 2024

So much of healthcare journeys focus on precise treatment protocol to address a medical...

read more
Patient Family & Community Engagement

Modernizing Student Volunteering

Published January 2, 2024

Do you want to know the secret to creating a vibrant and sustainable volunteer...

read more
See more