There can be unique challenges and opportunities to delivering exceptional experience in ambulatory care environments. In these settings, care is provided to patients without admission to a hospital or other facility. While the resources highlighted here support professionals in ambulatory care environments, they may also provide insights that can be applied across the continuum of care.
We invite members of The Beryl Institute to join the Ambulatory Care special interest community to receive ambulatory care-specific newsletters, notifications of upcoming events and to participate in the Ambulatory Care Community discussion boards in PX Connect.
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Join our Ambulatory Care Community for a discussion on what and how organizations measure to best represent the voice of patients. Panelists will discuss why they selected the tools they use and how their organizations most effectively use metrics to impact the human experience.
Join our Ambulatory Care Community for a discussion on effective patient experience training in an ambulatory setting.
This connection call discusses rolling out and supporting successful Telehealth services.
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.
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.
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.
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.
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.
Join us for an insightful webinar on Hartford HealthCare’s “Good to Great” (G2G) initiative, a transformative approach designed to improve patient experience across the organization. Launched in 2023, G2G uses a data-driven methodology to analyze patient experience and colleague engagement, identifying units as low-, middle-, or high-performing. Focusing on middle-performing teams, this initiative leverages strong
Since 2015 Cone Health Medical Group has been intentional about creating a culture of service excellence. Watch this webinar to discover how we partnered with Ritz Carlton Leadership Center to implement some of their key components ensure we have communication traveling from our sites up to our leaders and from our leaders down to our
Discover how teams at AdventHealth Deland and AdventHealth North Pinellas improved experience in the emergency department. AdventHealth Deland will share how an integrated team approach can drive outcomes in a positive direction while creating a healthy work environment. AdventHealth North Pinellas will encourage emergency department leaders to openly discuss challenges with consumer experience and empower
Those working in healthcare have been experiencing the challenges associated with incivility of patients and family members. The workforce needs tools to effectively and confidently have conversations with upset individuals.
Hear how Tandigm Health in Philadelphia strategized, set-up, rolled out and managed a provider and patient experience program in its earliest phases – moving from awareness building to metrics/compensation and accountability.
Learn how SCL Health designed, implemented, and optimized Practicing Excellence’s Ambulatory Patient Experience (APX) Program to significantly improve Care Provider scores for 70% of their clinicians.
Methodist Medical Group shares how the organization is improving patient satisfaction and team engagement measures through various approaches such as Employee Engagement Committee, Director of Virtual Care, Clinic Managers and Physicians.
Review strategies to successfully negotiate the challenges of implementing a generalizable training initiative across a diverse ambulatory arena.
Hear lessons learned during the transformative journey to an evidence-based culture using patient experience and employee engagement scores as benchmarks for success.
Explore theories and stories that, working closely with “Champions” from across the organization, resulted in staff-inspired efforts to improve internal processes, communications and, by extension, a healthier work environment and patient experience.
Explore methods and lessons learned to date from a pilot project designed to assess the implementation and use of the new CAHPS Patient Narrative Elicitation Protocol in several New York-Presbyterian ambulatory care practices.
By probing the connections between patient care, staff experience, imaging quality and radiology service management, patients and imaging teams will encounter innovation that delivers a better experience and more value for all.
Hear how Allina sustained their efforts and 3 years later, continued to improve in spite of organizational change.
Learn unique approaches to the following all related to medical practice: new service roles and responsibilities, engaging physicians, volunteer usage, service coaching and training and best practices in patient advocacy.
Learn about Allina Health’s work to improve the patient experience rapidly using QI skills, performance improvement tactics, and leadership accountability though a six-month improvement process, which has delivered solid results for patients.
Learn what medical groups and physician practices are doing to improve the patient and family experience. Understand what’s working, where groups have faced challenges, and what they have done to address these issues.
The entire healthcare industry is being reshaped by trailblazers who make personal and emotional connections that will define the healthcare brands of the future. Those unwilling to make changes and adapt to the expectations of forward-thinkers will be left behind. This learning bite explains why organizations that prioritize experience transformation through innovative tools and solutions
Alexie Puran MD, MS, FACEP, FAAP, CPXP, NYC Health + Hospitals discusses Behavioral Health Associates (BHAs), and how the incorporation of this new staff position has led to improvements in the care experience for psychiatric patients who board in the Pediatric ER.
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.
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.
“A Complicated Gift”: Erin Moore knew her children had a 25% chance of having cystic fibrosis and, with the birth of her son 10 years ago, her family saw that statistic come to life.
Professor Curt Taylor is a highly successful Game Theorist and athlete who also happens to navigate the world without sight.
Curt shares candid thoughts on some “do’s” and “don’ts” for engaging with people without sight. Some of it may surprise you, some of it might make you cringe and all of it will inspire you.
Neurosurgeon, Erik Hauck, saved Kara’s life after an unexpected bleed in her brain.
Listen to the journey of one Occupational Therapist who made a transition in her career path due to burnout.
With grant funding from The Beryl Institute, Briargate Outpatient Specialty Care Clinic at Children’s Hospital Colorado launched a quality improvement project to tackle the decline in patient and family experience scores concerning post-visit communication. By implementing targeted interventions, the clinic increased the percentage of families who felt well-informed about handling questions after visits from 72%
Funded through a grant from The Beryl Institute, Tiffany C. Jennings, Ed.D., shares a summary of her doctoral dissertation. This study explores providers within VHA primary care about their beliefs toward patient experience and their perceptions of executive leadership and organizational culture.
The question the study posed was “Will providing dedicated time for a patient/family to orient to the clinic during the first appointment impact patient experience survey results?”
George Mason University explores the health outcomes of type 2 diabetic patients in Patient-Centered Medical Home (PCMH) compared to type 2 diabetic patients served by non-PCMH.
Conducted by the Lehigh Valley Physician Group (LVPG), a part of Lehigh Valley Health Network (LVHN) the goal of this study was to determine if and how scripted communication can increase patient satisfaction in the medical practice setting during a major change event.
The first experience for almost every patient with an Ambulatory Center appointment at MD Anderson Cancer is in the Diagnostic Center, which is the patient’s first encounter with the institution of the day and often impacts the patient’s perception of the entire experience during their visit.
WellSpan Center for Mind/Body Health and WellSpan Preventive Cardiology developed an eight-week mindfulness training program to address the needs of cardiac patients with stress from chronic illness to study whether the intervention altered cardiac patients’ experience of anxiety, depression, fatigue and pain.
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
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.
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 Ambulatory Care Council is a group of individuals committed to expanding content and engagement of leaders represented in ambulatory care environments within The Beryl Institute Community.
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