Expanding Access through Telehealth

This connection call discusses rolling out and supporting successful Telehealth services.

Digital Patient Engagement in Ambulatory Care

This connection call focuses on how organizations are collaborating with other departments to improve patient acquisition and retention, and how they may be using digital platforms or programs to monitor consumer trends.

Measurement, Scorecards and Data

This connection call discusses measurement tools, how the recent update to OAS CAHPS may have changed survey collection strategies and ways organizations are distributing their survey data.

Care Transitions and Communication

This connection call discusses care transitions and communication where we heard from panelists on their support strategies used to demonstrate continuity after a patient receives care and ways their organizations are setting patient expectations upfront to prepare for transition.

Staff Training and Development

This connection call focuses on staff development and training. Our panel shares best practices for ongoing staff development and ideas on support tools to maintain consistency beyond initial orientation.

Measurement in the Ambulatory Care Environment

This connection call discusses measurement tools, how the recent update to OAS CAHPS may have changed survey collection strategies and ways organizations are distributing their survey data.

Patient Experience and the Physician Practice

Nicole L. Cable, CPXP, Chief Experience Officer at Innovacare Health shares how all voices in the patient experience can impact service excellence and provides three ways you can improve the patient experience.

The RX is PX for Outpatient Partners

Amanda Walker, CPXP, BSN, RN, Senior Vice President, Patient Experience at Heritage Biologics, Inc., shares best practices on how to bridge the gap that exists in a patient’s healthcare journey as they transition back and forth between points of care.

HOW CAN YOU SKIDLS? Raising Awareness Around Patient Belongings

Lost patient belongings are common in healthcare, occurring most often in inpatient units, outpatient units and the emergency department. Memorial Health Regional Services began an initiative dubbed “SKIDLS” as a call to action for staff to take better care of patients’ personal property.

Briner Imaging uses Patient Advocacy Data to Improve the Diagnostic Experience

Achieving a Compassionate, Person-Centered Organization by Design

Achieving a Compassionate, Person-Centered Organization by Design #PXTOGETHER -CALL for CASE STUDIES VALUE & IMPACT of PATIENT EXPERIENCE

There is no excellence in the patient experience without great intention focused on creating a caring workplace culture.

Patient & Family Advisory Council Leader Workshop: Creating a Meaningful Experience on a Virtual Platform

Networking and shared learning in a virtual environment.

Language Access Matters: Caring for Deaf and Hard of Hearing Patients During and Post COVID-19

Healthcare professionals wearing personal protective equipment is a barrier to deaf/hard of hearing patients who rely primarily on facial expression to assist with communication or the few who may lip-read

Comparing patient experience survey scores between telehealth and in-person ambulatory pediatric subspecialty visits

To determine the effect of encounter methods on patient experience, we evaluated patient experience survey data comparing scores between telehealth and in-person visits and pre-COVID-19 and COVID-19 time periods. Pediatric subspecialty visits were either in-person or via telehealth and received the same 16-question patient experience survey. Top box (5/5) scores were compared between in-person and

The impact of patient shadowing on service design: Insights from a family medicine clinic

A central tenet of patient-centered care is to truly and deeply understand how patients experience health care. One particular qualitative method, patient shadowing, holds the promise of seeing things through the patient’s eyes in real time. The purpose of this research is to utilize patient shadowing to capture the realities of patient experiences in an

The value of community psychiatric services for the elderly’s dementia caregiver group: Exploring the perspectives of participants

Community Psychiatric Services for the Elderly (CPSE) at a large teaching hospital in Toronto has offered a monthly support group for caregivers of persons with dementia for over 30 years. Participants were surveyed in January 2018 about group attendance, benefits of attending the group, and areas for improvement. Results are shared in this case study.

Utilising co-design to improve outpatient neurological care in a rural setting

Perceptions of care & patient-provider communication by varying identity groups in a collegiate health clinic

The use of organizational assessments in improving patient and staff experiences in the ambulatory care setting

Using patient experience in optimizing the total knee arthroplasty patient journey

Racial/ethnic and geographic differences in access to a usual source of care that follows the patient-centered medical home model: Analyses from the Medical Expenditure Panel Survey data

A photo-elicitation study of homeless and marginally housed Veterans’ experiences with patient-centered care

Interprofessional collaboration to improve and sustain patient experience outcomes in an ambulatory setting

Maintaining public health insurance benefits: How primary care clinics help keep low-income patients insured

A trip to healthcare

Patient experiences of cancer care: scoping review, future directions, and introduction of a new data resource: Surveillance Epidemiology and End Results-Consumer Assessment of Healthcare Providers and Systems (SEER-CAHPS)

The impact of queue-controlled modified open access scheduling on no-show rate in a community mental health child psychiatry med check clinic: A pilot study

Creating a common trajectory: Shared decision making and distributed cognition in medical consultations

Patient and health professions student team perceptions of patient-centeredness in an inter-professional education home-visit program: An exploratory study

Uninsured free clinic patients’ experiences and perceptions of healthcare services, community resources, and the Patient Protection and Affordable Care Act

Using a data-driven organizational improvement model to engage an interdisciplinary team in transforming a public women’s health clinic

Patient needs in advanced Renal Cell Carcinoma: What are patients’ priorities and how well are we meeting them?

Using a process improvement tool to improve staff skills & enhance the urgent needs patient experience in a women’s health center

The comparative impact of different patient-centered medical home domains on satisfaction among individuals living with type II diabetes

A vision for using online portals for surveillance of patient-centered communication in cancer care

Patient centered infertility care: The health care provider’s perspective

Patient satisfaction reported by in-visit and after-visit surveys

Patient experience of care in a student-faculty collaborative practice

“Working the system”: The experience of being a primary care patient