Webinar Recordings

Transforming Patient Care: Expanding Equitable Language Access with AI Across Every Touchpoint

Published January 15, 2026

Complimentary – Clear communication is essential for equitable care, but for the approximately 25 million Americans with limited English proficiency (LEP), language remains a major barrier to safety and quality in healthcare. Though hospitals have improved clinical translation, most language access programs stop at the exam room door. Non-clinical staff—including reception and food services—often lack the

Breaking Barriers: Strategies for Effective Language Access in Healthcare

Published November 18, 2025

Language access is a vital component of ensuring equitable, safe, and high-quality care for all patients. This panel discussion will explore how health systems are approaching language services from compliance and interpreter models to frontline staff engagement. Panelists will share lessons learned, strategies for training and empowering staff, and approaches for measuring the true impact

Improving Interpreter Services Documentation for Equitable LEP Care

Published July 22, 2025

Patients with Limited English Proficiency (LEP) face significant barriers to accessing quality healthcare, leading to disparities in outcomes. Utilizing qualified medical interpreters is essential for bridging these gaps, yet systematic integration of interpreter services remains a challenge for many healthcare organizations. This webinar highlights the journey of an academic health system in New England that

Our Journey to Improving the Experience of Patients 65+

Published March 11, 2025

Join us for a panel discussion on enhancing patient experience for patients 65 and older. Experts will explore key population statistics, care challenges, and insights from consumer feedback to better understand patient needs. Learn strategies to improve communication clarity and address What Matters Most at every stage of care. Panelists will share lessons from a

What Healthcare Providers Need to Know About Newcomer Health Equity

Published January 21, 2025

Newcomers are a vital yet often misunderstood segment of the population that healthcare providers serve. This webinar explores the landscape of newcomer health equity in Canada and the United States, offering valuable insights into the challenges faced by this vulnerable group. Attendees will gain a deeper understanding of the various categories of newcomers in each

Health Equity: The Metronome for Human Centered Care

Published December 17, 2024

Complimentary – As the healthcare landscape continues to evolve, and as consumers seek a more personalized care experience, integrating health equity into experience management emerges as a critical factor in enhancing institutional performance. Traditionally, health equity has been viewed as a separate component of healthcare quality improvement. However, in this webinar, we will explore the

Empowering Healthcare: Understanding and Supporting Trans and Non-Binary Patients

Published July 24, 2024

Join Lou Weaver for a webinar on understanding trans and non-binary individuals and their healthcare needs. The session will cover specialized healthcare considerations, Standards of Care, and the impact of Social Determinants of Health on this population. Participants will explore the differences between sexual orientation (SO) and gender identity (GI), the importance of related data,

Promoting Anti-Racism and Supporting Staff through Policy

Published March 5, 2024

Mount Sinai deepened its commitment to equity and began a journey towards anti-racism in 2020. As part of this effort a diverse group of colleagues responded to a call for action from the staff to create a policy that clearly defines how to manage patients acting in a racist/ discriminatory way while supporting staff as

From Words to Wellness: Promoting Health Equity through Translation

Published December 7, 2023

Complimentary – This webinar will explore the critical intersection of language access and health equity. This engaging event will cover a range of topics, including: Language Barriers: Address the challenges posed by language barriers and their impact on healthcare access and outcomes. Translation Technology: Discover advancements in translation technology and how they are revolutionizing communication

The Treatment Impact: Cultural Inclusivity in a Modern World

Published October 26, 2023

Complimentary – Caring for patients and their families during tumultuous times can be daunting. Many times, we rely on our past experiences, good or bad, to help us through difficult or ambiguous situations. While empathy is a key component of good service, how do we show cultural inclusivity? How can we make a big impact

Falling on Deaf Ears: Special Considerations for Deaf Patients in Healthcare

Published October 3, 2023

Often clinicians view Deaf patients as the same as other Limited English Proficiency (LEP) patients. Not knowing that the Deaf community has its own culture and linguistic needs often leads to poorer health outcomes and compliance for the Deaf community. It also leads to lack of equity and access in their own healthcare or worse,

Antiracism Skills to Elevate the Human Experience in Healthcare

Published January 24, 2023

Jaime Harry, MSW, LCSW | Licensed Clinical Social Worker and Wellness Program Liaison, University of Texas Southwestern Medical Center Laura A. Kirk, MSPAS, PA-C, CPXP, DFAAPA | Assistant Director of Advanced Practice Providers, Ambulatory Services Office of Advanced Practice Providers, University of Texas Southwestern Medical Center This interactive webinar will provide an opportunity for participant

Lessons from Interpreters: Improving Health Equity and Inclusion for all Patients

Published December 8, 2022

Interpreters are one of the few individuals who experience all facets of the health care system. In this webinar, participants will learn how interpreters’ suggested improvements for Limited English Proficient (LEP) and deaf patients were implemented for all patients which resulted in the break-down of barriers to care and reduced discrimination, benefitting all facets of

Beyond Invisibility: Creating a Culture of Inclusion for the LGBTQIA+ Community

Published August 30, 2022

Learn how to strengthen LGBTQIA+ inclusion, and how to better meet the needs of diverse and underrepresented populations in healthcare.

Intrapersonal and Interpersonal Skills for Antiracism and Advancing Health Equity

Published January 18, 2022

Embrace self-reflection and group interaction regarding cultural location, the relevance to cultural humility, and efficacy of both in patient engagement.

Policy & Systemic Issues: Hardwire Human Partnership & Dismantle the Structures and Systems that Lead to Disparities

Published October 28, 2021

Explore two aims in the Policy & Systemic Issues segment of The New Existence: Hardwire Human Partnership in the Healthcare Ecosystem and Research, Measure and Dismantle the Structures and Systems that Lead to Disparities. 

Three Powerful Stories of Women Leading the Future of Healthcare

Published August 17, 2021

Join three powerful women who have become leaders in this male dominated field.

Identifying Stigma and Inequities in Care Delivery and Experience

Published July 8, 2021

Explores the results of an Experience-based Co-design project, done virtually, that took an innovative approach to recruit individuals who use or have a history of using substances.

Transform Healthcare in Collaboration with Diverse Voices

Published June 24, 2021

Explore the third aim in the Governance & Leadership segment of The New Existence: Transform Healthcare in Collaboration with Diverse Voices.

The Long Road to True Social Justice in Healthcare and Beyond

Published May 20, 2021

We have seen a greater willingness to talk about systemic racism and a greater commitment to what it will take to it, but how far have we come and where must we still go?

Just Do IT: Intentional and Transparent Approaches to Addressing Racism in Medicine

Published April 20, 2021

Discover proactive steps to become culturally sensitive and advocate for minority colleagues or friends, and, even more so, protect minority patients.

Exploring Diversity and Inclusion within Experience Feedback

Published April 15, 2021

Learn three ways organizations can use patient-experience data to create an institutional culture that serves everyone.

NotasAbiertas Para Todos – OpenNotes Patient Navigation Program

Published May 28, 2020

Learn about Mount Sinai Health System’s Spanish-Language Preferred OpenNotes Patient Navigation Program.

Beyond Our Walls: Approach to Social Determinants of Health

Published March 24, 2020

Better understand food insecurity – the scope and impact, and how MetroHealth is responding. Specific programs and partnerships are highlighted, including stories that demonstrate the impact on patients.

Access for All: Equality in Healthcare Services

Published September 26, 2019

Learn practical approaches that can be implemented within any hospital or practice to ensure you’re providing equal access to healthcare services for everyone.

Unconscious Bias, Microaggressions, and Class

Published March 26, 2019

Explore the impact of unconscious bias, and its effects on behaviors, interactions, and decisions across socioeconomic classes.

LGBT Cultural Competence in Healthcare

Published February 26, 2019

This webinar describes LGBT terminology, explains the unique healthcare needs of this community and gives you concrete ways to improve your health center’s LGBT cultural competency.

Peer Navigation in Transgender Care

Published October 2, 2018

Hear how Kaiser Permanente, in an effort to provide their transgender community expanded and holistic care, utilized a human centered CoDesign methodology to create a large scale, multi-region peer navigation program.

Communication to Reduce Healthcare Disparities

Published September 6, 2018

While many factors impact healthcare disparities, one factor that each of us has the power to address is variations in the cultural and communication competence of health care providers, staff and patient/ family advisors.

Social Media from the Lens of a Multigenerational Workforce

Published August 14, 2018

Look at communication and social media from the lens of a multigenerational workforce, exploring how each generation prefers to communicate in different ways.

Understanding, Equity, Inclusion and Cultural Differences

Published April 12, 2018

Raise awareness of cultural factors and beliefs that impact cultural competence in terms of how we provide care to patients.

Caring for the Transgender Patient

Published December 12, 2017

This presentation provides clinicians and non-clinicians of all levels of experience and working in varied clinical settings with fundamental information to improve their ability to provide culturally competent, welcoming, and supportive care to transgender patients.

Language Access and Patient-Centered Care

Published June 6, 2017

Explore ways to reduce misunderstandings that stem from linguistic, cultural and systemic difference and dissimilar expectations between patients and their providers.

Different? Same? Aren’t People Just People?: Serving the Many Faces of Healthcare

Published March 28, 2017

Creating an environment focused on greater cultural competence will improve the interactions between patients and the hospital team. 

Improving the Patient Experience for Limited English Proficient (LEP) Patients

Published December 2, 2014

The need for improved communication with limited English proficient (LEP) patients has risen steadily.

Family and Patient Centeredness Remix: Addressing the Cultural and Linguistic Gap in Small Bites

Published December 2, 2014

Explore the main ingredients of an effectual hospital-based Language Access Program.

Improving Patients’ Experience through Culture Competence

Published February 4, 2013

Healthcare providers and professionals need to start developing cultural awareness and sensitivity. Cultural sensitivity begins with a recognition that there are differences between cultures.

Applying Equity, Diversity, and Inclusion in Co-Design with Patient Experience Partners

Published May 16, 2024

If diversity of your PFACs is a top strategic priority for your hospital, then this learning bite is for you. North York General Hospital shares how it built a recruitment campaign around three actions that led to hiring 14 new advisors from underrepresented communities. With enhanced diversity in their PFACs, the hospital can now better

Committing to Eliminating Disparities in Healthcare

Published May 12, 2023

Jennifer Carron, Patient Experience Officer of BJC Health Systems and Member of the Standing Committee on Equity and Inclusion at The Beryl Institute, discusses the importance of personal reflection and the commitment to expanding Diversity, Equity and Inclusion (DEI) efforts.

The Importance of Shared Definitions to Advance DEI Efforts

Published May 12, 2023

Dr. Rhae-Ann Booker, PhD, Vice President of Diversity, Equity and Inclusion at University of Michigan Health – West shares the importance of shared definitions to limit confusion and division and provides a glossary of core terms to improve the inclusion conversation.

A Multilingual Approach to Telehealth and Electronic Records

Published August 19, 2022

Cory Markert, Sales Manager at LanguageLine Solutions, shares the impact of providing on-demand interpreters and access to multilingual patient portals on patient experience

Building Diversity and Advocacy in Healthcare Leadership: A Proposed Graduate Program for Patient Experience Excellence

Published December 16, 2024

This case study examines the development of a graduate-level program addressing the need for healthcare professionals skilled in diversity, disparities, and advocacy (DDA) to enhance patient experience. Dr. Susan Lee, University of Texas MD Anderson Cancer Center, initiated the program to integrate DDA into leadership and practice, aligning with her organization’s mission to support equity

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

Published March 19, 2024

This case study sheds light on how small process changes can make a big difference in creating a positive patient experience without the need for added resources. Tampa General Hospital shares improvement techniques and the investigation methodology used by its multidisciplinary teams to influence an important process change impacting disabled patients.

Bridging the Diversity Canyon: Your next level of patient experience depends on it

Published January 30, 2020

Delivering equitable care is essential to the patient experience.

Moving from talk to action: A commitment to ensuring equity must ground our efforts to transform the human experience

Published September 1, 2022

When we first introduced the call for submissions for this special issue last August, we were still churning in the first wave of the COVID pandemic. Just three to four months from the start of an unending rash of unexpected and harsh realities that we were faced with in healthcare and in society at large,

I See What You Do: A patient’s view of equity

Published September 1, 2022

As a Black woman and a patient, the author describes what it is like navigating healthcare as a person of color in the U.S. Fully aware of the disparities that exist in healthcare, she shares her personal roadmap for assessing equity as a patient searching for a new provider. In the absence of standardized ways

His Story: “I would be better off dead”

Published September 1, 2022

A physician shares the story of his brother’s experience in an ICU, how the hospital caring for him failed him as a human being, and how the pain of not being properly cared for and not being treated with dignity and respect left the patient feeling he would be better off dead. In the back

Breaking barriers to equity: A conversation with Dr. Julia Iyasere

Published September 1, 2022

I was honored to have the opportunity to talk to someone I’ve been fortunate to meet in the past few months and who has taught me incredible things about the topic of equity in healthcare and even more so the idea of health justice, Dr. Julia Iyasere, Executive Director of the NewYork-Presbyterian Dalio Center for

A patient’s narrative of engaging HIV care: Lessons learned to harness resources and improve access to care

Published September 1, 2022

In Canada and the USA, about 30% of people with HIV are uninsured or not covered by government-subsidized health insurance. This paper presents a patient’s narrative of his experience being diagnosed with HIV and accessing care in the midst of his process of immigrating to and studying in Canada. The narrative explores how Vincent Croft

A closer look at the association between African American men’s perceptions of healthcare providers’ cultural sensitivity and hypertension

Published September 1, 2022

African Americans, specifically African American men, continue to have a substantially higher rate of hypertension and lower life expectancy than other racial and ethnic groups. This has been linked to poor interactions with health care providers. The purpose of this study was to examine the association between African American men’s perceptions of health care providers’

Traversing barriers to health care among LGBTQ+ Latinx emerging adults: Utilizing patient experiences to model access

Published September 1, 2022

Enduring multiple sources of marginalization, lesbian, gay, bisexual, transgender, and/or queer (LGBTQ+) youth of color living at the United States-Mexico border navigate stigma and health challenges surrounding their LGBTQ+ and ethnic identities. This study sought to delineate barriers to health care experienced by marginalized young adult patients. We qualitatively examined the patient experiences of 41

Measuring cancer care experiences of Aboriginal and Torres Strait Islander people in Australia: Trial of a new approach that privileges patient voices

Published September 1, 2022

This study examined a new method for measuring the care experiences of Aboriginal and Torres Strait Islander people with cancer: the Indigenous People’s Experiences of Cancer Care Survey (IPECCS). The study assessed IPECCS’s: 1) performance; 2) ability to elicit information useful for service improvements; and 3) implementation potential. Three participant groups were recruited from five

Health equity and quantifying the patient experience: A case study

Published September 1, 2022

The COVID-19 pandemic has invigorated efforts to address health inequities disproportionately burdened by racial/ethnic groups and individuals of low socioeconomic status. Measuring and monitoring patient experience is crucial to understanding why the gaps exist and identifying mechanisms necessary to close them. Electronic health records and digital health tools hold much promise in this regard and

A student’s lesson in healthcare disparities

Published November 12, 2020

Leadership matters: A conversation with Dr. James Hildreth

Published August 5, 2020

Getting comfortable with being uncomfortable: A conversation with Marsha Sinanan-Vasishta

Published August 5, 2020