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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Staff & Provider Engagement

Creating a Culture of Care & Respect: A Shared Responsibility for Those Serving and Being Served

In this Learning Bite, Hartford Healthcare shares its journey to a...

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Patient Family & Community Engagement | Staff & Provider Engagement

Standing Up for the Workforce: Seven Considerations for Patients and Families

In today’s challenging healthcare environment, healthcare workers often face incivility and physical violence that...

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Innovation & Technology

Capturing Real-Time Feedback through Patient Text Messaging

Real-time feedback using digital technology allows an opportunity to improve the care experience of...

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Environment & Hospitality | Staff & Provider Engagement

Trust Me: Building Trust Through Humanism and Compassion

Do your patients trust you to provide compassionate care? If they don’t,...

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Patient Family & Community Engagement

Escalating Patient Behavior: Know Before You Go

Knowing the backstory of a disruptive person's journey to the hospital can help guide...

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Patient Family & Community Engagement

Advancing PFAC Initiatives, Effectiveness & Visibility Through Strategic Planning & Annual Assessment

A senior co-chair of the Family Advisory Council at Boston Children’s Hospital shares how...

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Patient Family & Community Engagement | Staff & Provider Engagement

Using Design Thinking Principles to Reduce Healthcare Barriers & Improve Access

This learning bite brings to light the importance of understanding our patients’ barriers in...

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Staff & Provider Engagement

The Power of Data Storytelling: Amplifying the Impact of Human Interaction in Healthcare

Data literacy has become an increasingly important skill for healthcare experience leaders. This also...

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Patient Family & Community Engagement | Staff & Provider Engagement

How Can I Help You? Hardwiring Clerks & Receptionists Communication

Communication. Collaboration. Customer Service. Sutter Health proudly shares how these focus areas helped their...

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