See It, Say It, Save It: Empowering Employees to be a Part of the Solution to Patient Belongings

This webinar explores the impact of lost belongings on the patient, their families, and your organization. You will hear best practices for empowering and motivating your staff around the patient belongings process through awareness, education, recognition, and incentive programs. Key learnings will be shared about the See it! Say it! Save it! Program, launched in

Leader Rounding: A Proactive Approach to Improve Experience

The goal of leader rounding with patients is to understand their health care experience from their perspective by having personal conversations with them. Rounding with patients is an intentional and systematic process where leaders regularly check in with patients to build relationships, decrease anxiety, increase trust, verify consistency of care, and gain real time feedback.

Using Unsolicited Patient Complaints to Improve Patient Outcomes and Organizational Culture

To meet regulatory and accreditation requirements hospitals and health systems have policies and processes in place to respond to patient complaints and grievances. Watch this webinar to learn how Marshfield Clinic Health System implemented processes to maximize complaint capture, provide service recovery, and produce meaningful outcomes for their patients and the organization. The partnership with

Grievance Panels: An Alternative to a Grievance Committee

Lynn Charbonneau MBA, CPXP | Director, Patient Relations and Guest Services, Tampa General Hospital During this webinar, you will learn about a new approach to grievance resolution through the use of grievance panels versus a committee. The approach includes key leaders who can make changes within the organization as a result of patient complaints. This

Caring for Veterans in the Civilian Setting

Ann E. Doran, MHSM, MPA, CPHQ, CPHRM | Executive Director, Office of Patient Advocacy, Veterans Administration Kelly E. Holland, MHA, CPXP | Manager Patient/Family Experience, UVM Medical Center Robert Rahal, MPA, MCM | Patient Experience Officer, VA Central California Healthcare System Linda Van der Voort, MA, CPXP | Director, Patient Relations, Language and Disability Services,

Staffing Patient Advocacy using Outcome Measures

Hear an overview of the research that went into developing a Patient Advocate staffing model for more than 550 Patient Advocates spanning a 154 VA Medical Centers.

Using Design Thinking Principles to Reduce Healthcare Barriers & Improve Access

This learning bite brings to light the importance of understanding our patients’ barriers in healthcare. Learn how design thinking can be a tool to improve experience. Through the human-centered approach of design thinking, we can integrate the needs of the people into our processes and procedures that create more equitable experiences for those in our

Setting Boundaries with Patients and Families

Kim Pedersen, Administrative Director, Patient Relations, Marianjoy Rehabilitation Hospital, shares tactics to ensure clinical staff has the skills to provide an exceptional patient experience with respectfully setting appropriate boundaries. While it is important for healthcare providers to support and encourage patients and families to be active participants in their care, it is equally important care

Enlisting Patient and Family Advisors

Bernard Roberson, Administrative Director, Family Services Development, Georgia Regents University and Health System, identifies a variety of ways to recruit patient and family advisors as part of the healthcare team.

Three Ways Empathy Can Build Relationships in Healthcare

Colleen Sweeney, Owner, Sweeney Healthcare Enterprises, discusses how patients want healthcare providers to care not just for them, but also about them. By focusing on three ways to empathize with patients, healthcare providers will be able to take the care experience from tasks to truly caring and building relationships that patients seek most.

Three Communication Skills Everyone in Healthcare Should Have

Anita Woodward, Owner, A. Woodward & Associates, shares three invaluable skills for healthcare staff to possess when communicating with patients, family members and caregivers. By actively listening, these skills will help make an impact on improving the patient experience and patient relationships across all organizations.

Passion for Service Recovery

Carol Santalucia, Vice President, and Toya Gorley, Director, Client Services, CHAMPS Patient Experience, discuss three components to a service recovery program. How we handle and approach service recovery really shapes the patients perception of our organization, our employees and their overall experience.

The patient patient: The importance of knowing your navigator

Patient complaints as predictors of patient safety incidents