Fostering a Growth Mindset in Healthcare: A Strengths-Based Approach to Improving Patient Experience
This learning bite explores a pilot program that took a compassionate, strengths-based approach...
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Policy & Measurement
Redesigning Your Approach to Patient Grievances to Improve Experience
UMass Memorial Medical Center transformed its grievance process to better respond to patient feedback...
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Staff & Provider Engagement
Transforming Residents into Patient Experience Champions
This learning bite highlights an innovative approach to integrating patient experience education into a...
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Policy & Measurement
Unleashing Collective Potential: The Power of Team-Based Leader Rounding in Elevating Patient Care
Baylor Scott & White Medical Center faced a decline in patient experience scores, reaching...
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Staff & Provider Engagement
The Benefits of Partnering a Physician with Patient Advocacy
Partnering a physician with patient advocacy can be a catalyst for cultural transformation, as...
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Policy & Measurement
Engage in the Global Experience Measure Inquiry
In recent years, the Global Experience Measure (GXM) effort at the Institute has brought...
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Innovation & Technology
Technology and the Promise of a Precise, Personalized Patient Experience
Technology has evolved to truly enhance patient care. Today, AI-driven tools allow patients to...
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Culture & Leadership
Leading Patient Experience through Monthly Plans: Connecting Engagement to Outcomes
Leadership in healthcare is challenging, particularly when it comes to seamlessly integrating patient experience...
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Staff & Provider Engagement
PX Ownership at the Frontline: Innovating an Experience Champions Program
Is your PX team “spinning a lot of plates”? Windie Her shares how UC...
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Staff & Provider Engagement
Crisis Averted: Collaborative De-Escalation Strategies for Safer Healthcare Environments
Collaboration within healthcare organizations is crucial for effective care delivery and patient satisfaction, while...
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Staff & Provider Engagement
Using the Right Tools to Uncover the Hidden Factors Impacting Patient Experience
The entire healthcare industry is being reshaped by trailblazers who make personal and emotional...
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Quality & Clinical Excellence
Owning the Moment through Standardized Service Recovery Training
The VA New England Healthcare System developed a standardized service recovery program to improve...
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Environment & Hospitality | Quality & Clinical Excellence
Applying Equity, Diversity, and Inclusion in Co-Design with Patient Experience Partners
If diversity of your PFACs is a top strategic priority for your hospital, then...
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Quality & Clinical Excellence
5 in 5: Project Management Principles to achieve a CMS 5-Star Rating in Five Years
Learn what one hospital did to kick off its journey to earning a...
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