Staff & Provider Engagement Resources

Creating Human Connection through Artificial Intelligence

Published November 26, 2025

2pm ET / 1pm CT / 12pm MT / 11am PT – Explore how Mayo Clinic uses artificial intelligence (AI) to strengthen communication and empathy in healthcare. Learn how CoCo, a virtual assistant built on the Mayo Model of Communication, provides real-time advice, coaching and feedback to staff across a 1,000-member communication center. Join this

Assessing the Need for a Digital Pre-Visit Tool to Enhance Prenatal Care Preparedness and Satisfaction

Published December 1, 2025

A new mixed-methods study shows that preparedness—not parity or other factors—is the strongest predictor of a positive prenatal care experience. Patients already turn to digital resources to prepare, suggesting a promising path for clinics to offer targeted pre-visit tools, especially for first-time moms.

At the Ready! An Innovative Volunteer Float Pool and Its Positive Ripple Effects

Published November 20, 2025

Have you ever faced an urgent request from a colleague, knowing the perfect volunteer to fill their request but unsure if they are onboarded, trained, and available? This session will explore the creation and implementation of the “At the Ready!” volunteer float pool at Mount Sinai Hospital, highlighting its transformative impact on our response to

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

Triad: A Novel Team Structure Pilot and its Impact on Patient Experience in the Pediatric Emergency Department

Published December 2, 2025

Introduction: Patient experience is inextricably tied to effective communication between the care team and patient. Published trials designed to improve communication and therefore patient experience in the pediatric emergency department setting are lacking. Methods: This is a novel care team reorganization in a single tertiary care pediatric emergency department. A Triad team consisted of a

Empowering Frontline Staff in Service Recovery

Published December 2, 2025

Objective: This study aimed to develop and implement a standardized service recovery training program within the VA healthcare system to enhance patient experiences and address grievances effectively. The purpose of the training was to equip VA employees with the necessary skills and knowledge to resolve service issues promptly and empathetically, adhering to the principles of

The Hand We Hold: Reflections on Empathetic Practice in Medicine

Published December 2, 2025

In this narrative, I reflect on an early clinical encounter that reshaped my understanding of what it means to provide patient-centered care. As a medical student, I entered the exam room with a preset algorithm of what to say and how to act. Yet, when faced with a patient whose suffering could not be measured

Changing Myths into Truths: Dispelling Physician Misconceptions on Patient Experience

Published December 2, 2025

Patient experience work can be viewed by some physicians as outside their scope of practice and therefore the responsibility of non-medical providers. Assumptions may also be made by providers about what patient experience work is and is not. These myths can make it difficult to pursue meaningful patient experience related work that is in fact

Enhancing Provider Communication with the CURO Conversations Model

Published November 4, 2025

Effective communication is vital for exceptional patient care, relying on providers’ integration of communication models into their daily practice. At Cone Health, we’ve embedded the CURO Conversations Model—Connect, Understand, Reveal/Relate, and Outcomes—into our culture since 2017, championed by Dr. Donald Wickline and the Patient Experience team. New providers undergo comprehensive orientation, receive CE credits, and

Building Cognitive-Based Compassion into Service Recovery Training

Published October 23, 2025

Traditional service recovery training often focuses on key principles and de-escalation techniques, leaving learners with theoretical knowledge but lacking practical implementation skills. In response to rising workplace violence and increasing complaints, we redesigned our service recovery training to incorporate cognitive-based compassion training. This approach helps staff connect to their sense of empathy during emotionally charged

Champions of Communication: Improving PX by Empowering Teams through Education

Published October 17, 2025

By Breanna Fuller At BJC Medical Group, the PX Champions Program is an extension of our five-person team, enhancing our ability to impact more than 150 practices we support on a weekly and monthly basis through education, activities, discussions, and follow-ups. Our initial three months of the program during Q4 of 2024 focused on developing

Transforming Patient Comfort with the Help of Volunteers: A Collaborative Initiative in the ED Hold

Published October 3, 2025

Tampa General Hospital’s volunteer-led comfort protocol in the ED Hold offers small, personalized touches—like aromatherapy and ear plugs—that have created a calmer care environment, improved care experiences, and boosted patient satisfaction.

ONE Sutter Experience of Care, a 3-Step Communication Standard

Published September 25, 2025

Sutter Health’s vision for Destination 2030 includes the ONE Sutter Experience of Care, a communication standard with three simple steps: Warm Welcome, Narration of Care/Service, and Fond Farewell. This approach ensures every person feels seen, heard, and connected throughout their care journey. Speakers • Carole Adell, MHROD | Director, Experience of Care, Sutter Health •

Pulse Check: Perspectives on Human Experience

Published September 19, 2025

Complimentary – This 30-minute session will explore key headlines from the most recent PX Pulse report and findings from the State of Human Experience 2025 study. Participants will engage in discussion on consumer perspectives on the current state of healthcare, review the biggest trends in human experience, and reflect on how these insights will impact both

The Patient Experience with Virtual Care

Published September 18, 2025

Complimentary – Bedside nurses love the efficiency and workflow improvements virtual care gives them. But what do patients think about it? Join leaders from The Christ Hospital, Cook Children’s, Henry Ford Health, and Lehigh Valley Health Network to hear how their patients are reacting to virtual care sessions, and the difference it’s making to bedside care.

The Impact of the ED Service Ambassador Program

Published September 11, 2025

In this episode, Amy Kwiatkowski talks with Liddy Deacon of Sutter Health about their Emergency Department Service Ambassador Program. Liddy shares how ambassadors support patients and staff, foster meaningful connections, and improve care experiences across the ED.

A System-Wide Transformation in Human Experience at NSW Health

Published June 4, 2025

Complimentary – Join Anne Marie Hadley, Chief eXperience Officer at NSW Health, for an inspiring conversation. Four years ago, we set out on a bold journey with consumers, carers, families, staff and volunteers to co-create Elevating the Human Experience, a unifying vision that placed kindness, dignity, and compassion at the heart of healthcare across NSW

Protecting What Matters: 8 Strategies for Safeguarding Patient Belongings

Published August 15, 2025

Kristine Buck University of Vermont Medical Center I would like to tell you a story about “Teddy,” the bear. Teddy had been a vital part of a patient’s family for over 60 years, providing comfort, supportive listening, and unconditional love, until the day the beloved bear was unfortunately whisked away with the hospital bedding and

I felt more confident that it would work for me: A Grounded Theory of Person-centered Interprofessional Collaboration Based on Patients’ Lived Experiences

Published August 8, 2025

Interprofessional collaboration (IPC) is considered the highest standard of practice for delivering care to patients with multiple, complex, and chronic conditions. Despite reported benefits of IPC, the voice of the care receiver and how or whether they experience IPC is underexplored. Our objective was to examine patients’ experiences with IPC in two rural primary care

From Forgotten to Heard: Improving Patient Care in Overcrowded EDs

Published August 8, 2025

After a difficult ED stay, patient advisor Joe helped drive improvements at Tampa General Hospital. With input from PFAC and the Inpatient Hold Steering Committee, changes like comfort kits and 24-hour rounding transformed hallway care. On his next visit, Joe felt heard and cared for. 

Empathy in Motion: Growing the Next Generation of Care Through Pediatric Volunteering

Published August 1, 2025

In this episode, Amy Kwiatkowski speaks with Joy Hardy and explore the unique impact of volunteer programs in a pediatric setting. Hear how proximity to a major medical school helps shape a strong student volunteer pipeline, creating early pathways to patient-centered care. Learn how volunteers support families, staff, and patients through programs in child life,

State of HX 2025: Thriving in the Face of Change

Published July 31, 2025

We’re pleased to announce the release of The State of Human Experience 2025: Thriving in the Face of Change. Now in its eighth edition, this biennial report offers a clear look at how the patient experience field continues to grow and adapt amid today’s healthcare challenges. Key findings include: 79% of organizations now have a

Connecting Compassion for Patients with Health Care Worker Wellbeing

Published July 29, 2025

This webinar will explore: understanding who patients are, what they need, and how compassion can be shown; research on the benefits of compassionate care for patients and providers; and practical communication skills to avoid common pitfalls that increase suffering. By reconnecting healthcare workers with the “why” of their roles, we can enhance patient experience and

Transforming Healthcare Experience for Deaf Persons: Four Examples Why In-Person Interpreters are Essential

Published July 24, 2025

This Learning Bite explores the critical importance of in-person interpreters over Video Remote Interpreting (VRI) for Deaf individuals in healthcare settings. Through four real-world examples, Chelsea Elertson demonstrates how live interpreters can provide essential accommodations as a Deaf person that technology-based solutions could not reliably deliver. 

What Does Excellent Look Like?

Published July 15, 2025

This webinar explores how connection and communication directly impact the human experience in healthcare. Through the lens of “What Does Excellent Look Like?”, we’ll share a practical staff activity that uses a communication framework to identify and reinforce behaviors that reflect excellence. Participants will learn how to define effective versus ineffective communication, discuss what “excellence”

Leveraging Metrics to Demonstrate Volunteer Impact

Published July 10, 2025

Metrics are essential for volunteer leaders to demonstrate program value, though selecting and using the right data can be challenging. This session will equip leaders with the knowledge to collect and use metrics that showcase the impact of volunteer programs. Attendees will learn why metrics matter, what data to track, collection methods (from low-tech to

The “What Matters to You” Movement: Fostering Sustainable Change in Healthcare

Published June 3, 2025

Complimentary – Are you curious about how to ignite a movement within your organization that enhances care quality and workforce well-being and delivers a return on investment? Inspired by the global What Matters to You (WMTY) movement, this webinar will showcase successful improvement initiatives that have led to better quality outcomes, increased joy in work,

Prioritizing Experience: Four Considerations for Healthcare Transformation

Published May 16, 2025

In this learning bite, Ashley Nelson shares a compelling call to action for healthcare leaders and teams to embed human experience at the core of their work. With practical insights grounded in compassion, purpose, and co-design, Nelson outlines how experience isn’t an extra task—but the essence of how we care, lead, and connect in healthcare

Rising Strong: Team Resilience Strategies

Published May 6, 2025

Join us for an insightful webinar where we’ll share practical resilience tools and strategies that greatly enhanced the well-being of a 50-member caregiver team. This team, which manages complaints and grievances for 33 hospitals and 385 clinics across four states, saw their Patient Engagement Scores climb from 63% to 83%, outperforming Intermountain Health’s overall employee

Re-Recruitment: An Essential Aspect of Human Experience

Published May 5, 2025

Healthcare staffing is a major issue facing leaders at all levels and is affected by turnover rates in “The Great Resignation,” as well as the issue of burnout, moral injury, and turnover. In seeking to deal with defining and making human experience as reality, these factors affect every level, from patient experience to workforce experience

Beyond the White Coat: Mental Health in the Life of a Junior Doctor

Published May 5, 2025

This article underscores the profound need for a culture that prioritises mental health, especially among doctors navigating their early careers. This personal narrative also highlights the importance of overcoming this and the challenges one can face while trying to do so. A journey of a 30-year-old doctor, as she hurdled along life with the passing

HOPE Experience Essentials: The Next Generation of Service Standards at Mayo Clinic

Published May 5, 2025

Engaging employees in providing exemplary patient experience has been challenging for healthcare leaders in recent years given the pressures of the regulatory environment, increases in staff burnout and rising patient expectations. Amid these challenges, addressing patient experience remains a top priority for healthcare organizations. A novel intervention has been applied at Mayo Clinic with the

Heartfelt and Healing: Mastering the Art of an Apology in Human Experience

Published April 8, 2025

In this webinar, participants will explore the expertly designed service recovery process developed by the Patient Experience team at Allegheny Health Network, a 10-hospital system in Western Pennsylvania. Attendees will learn how to enhance their current service recovery techniques through a collaborative, system-wide approach. This approach emphasizes sincerity, accountability, active listening, validation, and patient collaboration

Real-Time Coaching & Feedback: At-The-Elbow Support for Success

Published March 20, 2025

Unlock the power of coaching to inspire, engage, and gain buy-in from your team. In this interactive webinar, you’ll hear from nursing and physician leaders on how they leveraged practical coaching techniques to build trust, foster accountability, and align your team around shared goals. Discover strategies to overcome resistance, communicate with influence, and create a

Enterprise Volunteer Management: From Silo to Systemness

Published March 4, 2025

The ever-changing healthcare environment has required hospitals across the country to rethink how they deliver care and support services. Inova Health System in Northern Virginia has been on a transformational journey to embed a culture of collaboration across the organization. Volunteer Services is one of the areas that has shifted from a silo-based to an

Communicating at an Elementary Level: Lessons from Young Learners

Published February 21, 2025

Join us as Katelyn Moser, Senior Director of Patient Experience at MedStar Washington Hospital Center, shares insights from Career and Communication Day—an innovative initiative that brings elementary school students to her campus. This program not only reinforces essential communication skills among staff but also introduces children to the diverse career opportunities within healthcare. Don’t miss

Fostering a Growth Mindset in Healthcare: A Strengths-Based Approach to Improving Patient Experience

Published February 6, 2025

This learning bite explores a pilot program that took a compassionate, strengths-based approach to improving provider communication and engagement. By focusing on relationship-centered training—rather than remediation—the program led to significant improvements in patient experience and provider well-being, offering a scalable model for fostering a growth mindset in healthcare.

Compassion Rounds: Connecting with Patients and Families Beyond a Diagnosis

Published February 4, 2025

During a hospitalization, medical rounds address the patient’s physical needs but often fall short of addressing emotional and spiritual needs. Compassion rounds is an innovative program that focuses on a patient’s mind, body and spirit. It assists families in finding hope, strength, and peace. The goal is to empower patients and families to learn new

Work-Life Balance in Healthcare: Caring for Yourself to Care for Others

Published January 31, 2025

Achieving work-life balance is essential for overall well-being, especially in healthcare. Join us as Robert Cote, a patient advocate for the VA, shares his personal journey through imbalance and the steps he took to restore stability. Discover the warning signs, practical strategies for self-care, and the importance of setting boundaries. Cote’s powerful message reminds us:

Nonviolent Communication to Improve the Human Experience

Published January 25, 2025

Complimentary – Discover the transformative power of Nonviolent Communication (NVC) in this engaging webinar. Grounded in emotional intelligence, NVC equips healthcare professionals with tools to resolve disputes and prevent conflict escalation through clear, compassionate communication. Participants will explore NVC’s four-step framework, which focuses on identifying feelings, understanding needs, and connecting with values that shape actions

Co-Creating Change Using Storytelling

Published January 14, 2025

During this webinar members of the Global Patient and Family Advisory Board (GPFAB) will demonstrate how telling stories instead of creating guidelines for healthcare professionals will improve patient outcomes. The GPFAB has created a unique storytelling guide that will help healthcare professionals understand the principles of sharing patient/care partner lived experience through storytelling and how

Transforming Residents into Patient Experience Champions

Published December 13, 2024

This learning bite highlights an innovative approach to integrating patient experience education into a residency program at SUNY Upstate Medical University. Through “Rotation X,” residents engage in “The Voice of the Patient” sessions, gathering insights directly from patients to improve care. Learn how this initiative equips physicians with the skills, knowledge, and tools to enhance

Human-Centered Leader Rounding: Using Generational Insights and Personalization

Published November 26, 2024

Complimentary – Explore how healthcare leaders can design and adapt their rounding processes to cater to different patient and employee generations, combining generational data with a personalized approach that is specific to the individual. The discussion will focus on personalized care, communication preferences, and bridging generational gaps in expectations through a human-centric approach that prioritizes

Remediation Strategies to Reduce Shame and Stratify Support for Providers in Patient Experience

Published September 18, 2024

This webinar will review evidence regarding remediation of communication skills in healthcare providers, shame in healthcare, and how the two intersect. The experience at our institution includes two pilot programs designed for providers and entire clinics with suboptimal patient experience scores. We will present stepwise strategies, lessons learned, and qualitative and quantitative data that are

Shaping a Human-Centered Patient Experience Across Interdisciplinary Teams

Published November 14, 2024

Complimentary – Patient experience directly impacts patient wellbeing and care outcomes, as well as the reputation of the hospital. But is the patient experience defined by the medical care alone? A recent deep-dive study on Voice of the Patient Data highlights the fact that 53% of patients’ feedback focuses on the medical care and teams.

The “Ableism” Behind Mental Health Professionals’ Perceptions of Support

Published November 14, 2024

This paper presents the personal narrative of the author, an individual who has experienced personal and clinical recovery from mental health difficulties. Diagnosed with a mental disorder (NEUROTIC; ICD-10) during my university years, I endured cognitive dysfunction, panic disorder, derangement of ego, suicidal ideation, and depression. Despite these challenges, I have actively engaged in social

Supporting Remote Teams: Maximizing Employee and Patient Experience

Published November 5, 2024

By Laken Francis  In an ever-evolving digital age, remote working has become prevalent in all industries. Remote working has become increasingly popular since the introduction of laptops and portable hardware, but we all saw the boom that took place in 2020 when COVID-19 became a pandemic.   There were many people, including myself, that never had

Moving from “Good to Great”: Enhancing the Human Experience in Outpatient Care

Published September 18, 2024

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

The Benefits of Partnering a Physician with Patient Advocacy

Published October 24, 2024

Partnering a physician with patient advocacy can be a catalyst for cultural transformation, as seen at Ochsner Health. This innovative collaboration fostered transparency, enhanced communication, and strengthened trust between physicians and patient advocates. By valuing perspectives from both sides, the new partnership led to improved experiences for patients, families, and healthcare providers alike. Interested in

Is There a Doctor in the House? The Benefits of Partnering a Physician with Patient Advocacy

Published September 17, 2024

Wondering how to take your Patient Advocacy team to the next level? This webinar will walk through the advantages of having a physician champion working closely with your advocacy team. We will cover physician engagement, clinical oversight, quality review, and key concepts that make for a successful physician partnership. Presenters will share their journey of

Good to Great: A Team Approach to Excellence

Published September 8, 2024

In 2023 Hartford HealthCare’s Human Experience Team embarked on a Good to Great (G2G) journey to identify teams that have the biggest impact on the metric of likelihood to recommend. The journey began with an analysis of patient experience and colleague engagement data from inpatient units across Hartford HealthCare. By analyzing data for likelihood to

Enhancing Patient Experience: A Night Shift ER Doctor’s Passion Project

Published October 4, 2024

Dr. Donald Wickline of Cone Health, drawing from his experience as a night shift emergency room physician, explores the art and science of communication from a staff/provider engagement perspective. He highlights Cone Health’s C.U.R.O. communication model as a crucial framework for navigating sensitive and critical conversations with patients. This model provides physicians, including Dr. Wickline,

Ownership at the Frontline: Innovating an Experience Champions Program

Published August 16, 2024

Many patient experience teams are small, and it’s hard to do it all. Having an “Experience Champs” program allows us to have multiple hands with one voice influencing all locations. Experience Champs are made up of frontline staff members who are chosen by their leaders as passionate role models. During the last five years, the

Using Gratitude to Elevate the Human Experience

Published July 11, 2024

In this webinar, the presenters will share how they developed a Gratitude Report as a part of Southcoast Health’s grateful patient program using positive patient feedback, comments, and stories to recognize caregivers that embody the values and service behaviors. The Gratitude Report is a list of employees’ names that have been mentioned by patients and

Physician Engagement in Patient Experience

Published August 26, 2024

By: Triwanna Fisher-Wikoff, MD, FAAFP Last year, I attended a conference on patient experience. I found myself in a room filled with thought leaders from around the country, all dedicated to enhancing the human experience in healthcare. It was a bit daunting, being one of only two physicians in the room, but I was there

PX Ownership at the Frontline: Innovating an Experience Champions Program

Published August 22, 2024

Is your PX team “spinning a lot of plates”? Windie Her shares how UC Health, a huge system supported by only 12 Patient Experience Professionals, faces the challenge of managing numerous tasks while improving experience. To keep its plates from dropping, UC Health developed an Experience Champions program involving 665 frontline staff members across 111

We did our Best!: The Experience of Frontline Workers in Long-Term Care during COVID-19 Outbreaks

Published August 12, 2024

In Canada, the COVID-19 pandemic had devastating effects for those living in long-term care (LTC) homes, yet little is known about the experiences of the frontline workers who endured in those settings with COVID-19 outbreaks. Specialized knowledge will improve our understanding of the effects of the pandemic on frontline workers (FW), enabling the development of

Investigating the Perceived Impact of Surgeons’ Burnout on Surgical Physician Associates’ Wellness in United States Ambulatory Surgery Centers

Published August 12, 2024

Surgeons are the de facto leaders of surgical teams with surgical physician associates (SPAs) as integral members who function in all areas of the peri-operative environment. Surgeons often supervise SPAs.

Volunteer Professionals Community Connection Call – Shadowing

Published May 22, 2024

Some volunteer program leaders also manage job shadowing programs at their hospitals and clinics. These are usually intended to be short-term experiences directly 1-1 with a preceptor. It is observation-only, which is different from traditional volunteer programs where students would perform tasks independently.

Unleashing Collective Potential: The Power of Team-Based Leader Rounding in Elevating Patient Care

Published July 3, 2024

During this webinar, attendees will gain insights into strengthening their current leader rounding program by adopting a collaborative team-based approach, employing targeted and purposeful questioning and implementing a structured escalation and resolution framework. Participants interested in establishing a new leader rounding initiative will find this program equally valuable in providing essential guidance and best practices

Crisis Averted: Collaborative De-Escalation Strategies for Safer Healthcare Environments

Published July 31, 2024

Collaboration within healthcare organizations is crucial for effective care delivery and patient satisfaction, while also reducing workplace violence. Clinical staff must work alongside non-clinical teams to create a supportive network. These collaborations ensure a holistic approach to patient care, ensuring timely support when an individual is in crisis. This learning bite shares techniques for collaborative

A New Take on Patient Advocacy Rounding: An Advocate-to-Caregiver Approach Improving both the Caregiver and Patient Experience

Published July 15, 2024

By Kelly Gibbons MSN, RN Rounding is a well-established practice in healthcare, known for significantly improving patient experience scores, reducing safety incidents, and enhancing caregiver satisfaction. But how can patient advocacy teams integrate into the rounding process to benefit not only the patient experience but the caregiver experience at the same time? Many patient advocacy

A Commitment to Human Experience in Essential Hospitals

Published July 11, 2024

A Commitment to Human Experience in Essential Hospitals highlights the innovative practices of essential hospitals in enhancing the human experience in healthcare. These safety-net hospitals are crucial for providing care to underserved and marginalized communities, addressing complex medical needs and significant socio-economic challenges. Despite facing financial constraints and staff shortages, essential hospitals excel in creating

Using the Right Tools to Uncover the Hidden Factors Impacting Patient Experience

Published July 3, 2024

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

A Toolbox for Work-Life Balance

Published April 16, 2024

Do you ever feel like you live at work? Do you have a difficult time getting in enough “ME Time” to balance work and life? In this webinar, we will consider some of our roadblocks that get in our way and identify techniques to support living a more balanced, fulfilled life. Utilizing the Fish! Philosophy

Staff and Provider Engagement: The Impact of Connecting with Patients and Families

Published June 13, 2024

By Corey Kimpson This is the fifth blog in a series of eight by The Beryl Institute’s Global Patient & Family Advisory Board (GPFAB). The intent of this series is to present our perspective on patients’ and families’ lived experience through each of the strategic lenses of The Beryl Institute’s Experience Framework. The Experience Framework

Patient Experience Begins with Employee Experience: The Impact of Recognition Programs

Published May 29, 2024

By Nate Hamme This blog is Part One of a two-part series on the impact that employee recognition has on patient experience. Next month, Part Two of the series will detail how misconceptions about employee recognition can be addressed with effective planning and cross-department leadership support and will explain how achievable goals can be attained. 

The Importance of Emotional Intelligence in Patient Relations (Part 2)

Published March 14, 2024

The Patient Relations department assesses and resolves complex patient issues related to customer service, billing, and patient care daily by researching errors and patient issues and finding the proper solution to satisfy the needs of the patient and their care partners. Individuals possessing a high emotional intelligence (EI) quotient can use their emotions as a

Awarding Employee Mini Grants for Increased Engagement in Patient Experience

Published May 14, 2024

Through grant funds awarded by The Beryl Institute, the Banner Health Patient Experience team designed a PX mini grants program aimed to enhance employee engagement and support the development of innovative ideas to improve patient-reported outcome metrics. These mini grants provided a unique opportunity for teams of healthcare professionals to propose and implement initiatives that

The Importance of Emotional Intelligence in Patient Relations (Part 1)

Published March 14, 2024

The Patient Relations department assesses and resolves complex patient issues related to customer service, billing, and patient care daily by researching errors and patient issues and finding the proper solution to satisfy the needs of the patient and their care partners. Individuals possessing a high emotional intelligence (EI) quotient can use their emotions as a

Developing an Interactive Behavioral Based Training Program

Published April 15, 2024

This webinar, How to Develop an Interactive Behavioral Based Training Program that Aligns with Employee and Patient Feedback around Improvement Opportunities, will provide step by step guidance to develop a training program with a focus on behavioral based learning. The program uses storytelling and staff and patient feedback to “connect the dots” in the human

Healthcare Team Members’ Views on Social Determinants of Health Screening and Referral Practices in a Pediatric Emergency Department

Published May 1, 2024

We aimed to explore the healthcare team members’ (HTMs) views on social determinants of health (SDH) screening and referral processes in a pediatric emergency department (PED). We conducted a cross-sectional, mixed-methods study to explore PED HTMs’ views on social care practices at a quaternary-level children’s hospital. The survey was created using a goal identification framework.

Patients’ Perceptions of Interprofessional Collaboration: A Scoping Review

Published May 1, 2024

Collaboration has emerged as a pivotal element within an intentional person-centred healthcare framework. However, there is a need for evaluative feedback from patients to enhance interprofessional collaboration and its outcomes. The objective of this review was to describe the state of knowledge on the perspectives of patients living with a chronic condition regarding their experiences

Physician PX Scorecards: Motivating with Transparent Comparisons

Published April 26, 2024

Dr. Taylor Sewell, Medical Director of Patient Experience, shares a new performance scorecard program for providers at NewYork-Presbyterian. This mini-webinar explains the data used to develop the scorecard and how these metrics are helping to shape their provider-led patient experience strategy.

Volunteers: The Key to Patient and Employee Satisfaction

Published March 14, 2024

In the turmoil created by the pandemic, volunteer services in healthcare was turned upside down, but this chaos also provided us the opportunity to recreate how volunteers are viewed throughout healthcare. Lehigh Valley Health Network has coordinated the efforts of volunteer services, patient experience and colleague engagement, resulting in an elevated perception of volunteers and

Words Matter: The Transformative Power of Language for Empowering Care

Published February 1, 2024

The words you use with colleagues and clients/patients from initial engagement through every level of patient-centered care can have a profound impact on the patient experience and impact understanding, adherence to treatment regimens, and recovery. Which part of a person are you addressing, which aspect of the human brain are you seeking to engage, and

Leading Healthcare & PX Teams with Clarity, Confidence and Courage

Published March 12, 2024

Complimentary – A healthy, empowering, and inclusive work culture inspires trust and engagement, making it easier to recruit and retain top talent. Yet, it’s harder than ever in this constantly changing world of burnout and overwhelm. In this webinar, healthcare leaders will learn to maximize human potential with a focus on well-being, leveraging the Culture

Patient Experience Toolkit: A Resource for PX Departments of One

Published March 6, 2024

By Ashley Coplin Small rural hospitals have challenges in providing resources and training in a timely manner due to the nature of hospital work, limited financial resources, and staffing shortages. Additionally, the training must be able to accommodate shift changes and the diverse types of employees (full-time, part-time, PRN). Whitfield Regional Hospital’s Patient Experience Department

Promoting Anti-Racism and Supporting Staff through Policy

Published January 14, 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

Escalation Management: The Journey to Support a Culture of Mutual Respect

Published December 1, 2023

Addressing incivility and workplace violence is often challenging for healthcare organizations. Increasing concerns about a rise in incivility has the potential to diminish organizational trust and threaten safety and quality of care. This webinar will describe the development of escalation management training that supports colleagues in maintaining a culture of safety that preserves the caring

Volunteer Services + Patient Experience = A Winning Team

Published January 14, 2024

Volunteers do a lot to improve services for our patients but in the past patient experience and volunteer teams have worked independently. This webinar will discuss the importance of building stronger relationships between these two teams and showcase how Sharp Grossmont Hospital documents and quantifies volunteer activities.  Learning Objectives – Identify how volunteer programs can

Round & Coach: Engaging Clinicians & Patients to Improve Communication and Care

Published January 13, 2024

This webinar presents four ways BSWH Hillcrest Medical Center improved HCAHPS scores to the 90th percentile. Discover how they incorporated elements of Relationship-Centered Communication to improve nurse and doctor communication. Learn how they engaged patients through consistent rounding. Key takeaways also include how capturing real-time patient feedback contributed to their overall success. Learning Objectives –

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

Published December 1, 2023

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

How Daily Huddles Launch Conversation to Drive Metric Improvement

Published December 12, 2023

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

Signals to Action: Northwestern Medicine’s Journey to Humanizing Healthcare Experiences

Published December 19, 2023

Complimentary – In an effort to (re)build trust post-pandemic, many health systems are experiencing the pressure to modernize methods used to engage patients and the workforce who care for them. This trend towards an improvement-focused understanding is reflected in the greater conversations happening across our industry, including the evolved shift in understanding from “Patient” to

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

Published December 14, 2023

In this Learning Bite, Hartford Healthcare shares its journey to a culture change to mitigate workplace violence. The system-wide program, “Mutual Care Mutal Respect,” TM  mandates a caring environment based on shared responsibility between colleagues, providers, patients, and visitors. Learn how this journey has created healthcare experiences where people feel respected and cared for. 

“Soul Snack LIVE!” Restores Staff Spirits

Published November 29, 2023

By Genevieve Navar Franklin Shared content by the Patient and Care Partner Community of The Beryl Institute with permission from Kaiser Permanente  One of the fundamental objectives of The Patient and Care Partner Community of The Beryl Institute is to bring greater understanding and support to patients and family caregivers. In partnership with our Global

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

Published November 16, 2023

In today’s challenging healthcare environment, healthcare workers often face incivility and physical violence that threaten their safety and well-being. “Standing Up for the Workforce” offers seven actions that patients and families can take to address this reality. Presented by a member of the Global Patient and Family Advisory Board, this learning bite calls on us

Lost Belongings Workgroup (November 15, 2023)

Published May 30, 2023

1pm ET / 12pm CT / 11am MT / 10am PT –The Lost Belongings Workgroup is a meeting space for those interested in conversations and solution generation with patient advocates working to improve lost belongings policies and practices.

Aligning Volunteer Programs with the Changing Landscape of Healthcare

Published November 14, 2023

Complimentary – Volunteerism in healthcare is an ever-changing landscape that requires assessment and realignment to ensure programs and needs within the health system remain relevant. In this session, participants will learn how to proactively participate in health system goals, the process for assessing and tracking their program efficacy, and how to align volunteer impact directly

Unexpected Healers Create Moments that Matter for Patients and Families

Published November 7, 2023

As healthcare healers, we touch many lives. Many of our patients and their families are thankful for this and reach out to share gratitude in many ways. They send notes, fill out focused recognition cards, respond to mailed surveys or utilize our Sutter Health new online feedback form. Often in healthcare we think of our

Caring for the Workforce: Five Strategic Areas to Address Well-Being in Healthcare

Published November 2, 2023

Complimentary – This webinar looks at the tangible practices healthcare organizations are putting in place to care for their workforce to ensure their well-being. A panel of presenters will each share a case study from their organization, having faced this opportunity head-on. Their stories reflect the collective voices of the patient experience community, especially those

Caring for the Workforce: Five Strategic Areas to Address Well-Being in Healthcare

Published October 25, 2023

The Beryl Institute’s white paper, “Caring for the Workforce: Five Strategic Areas to Address Well-being in Healthcare,” explores the critical importance of supporting the health, wellness, and resilience of healthcare employees. The paper identifies and outlines five key strategic areas where organizations can focus their efforts to promote staff well-being, showcasing how these initiatives can

Trust Me: Building Trust Through Humanism and Compassion

Published October 20, 2023

Do your patients trust you to provide compassionate care? If they don’t, the impact on the healthcare system can be devastating. Learn the six behaviors that patients and families say are needed to help build trust with their clinicians. Discover the critical role that compassion and humanism play in building trust and improving the human

Become a Good Communicator Using 3 Simple Steps

Published October 19, 2023

By Debbie Young Communication is the act of giving, receiving, and sharing information. Good communicators demonstrate an ability to listen carefully, speak clearly, and exhibit respect for those who may have different opinions. Clear and effective communication with our patients in a healthcare setting can be achieved through a simple 3-step standard practice to facilitate

Managing Patient Perceptions with Heart: 7 Essential Tips for Mastering Proper Phone Etiquette

Published October 11, 2023

By Chris Taylor In the realm of customer service, a call center serves as the front line. It’s where customers’ concerns are heard, problems are solved, and impressions are formed. In this digital age, where interactions are often faceless, mastering proper phone etiquette is paramount. It can make the difference between a satisfied caller and

Leader Rounding: A Proactive Approach to Improve Experience

Published October 10, 2023

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.

Design Labs: Collaborating with Stakeholders to Solve Healthcare Challenges

Published September 18, 2023

ECU Health gives permission to nurses to “fail forward and learn from mistakes” in its new design lab, a project supported through a grant from The Beryl Institute. The design lab provides a space outside the clinical environment for nurses to explore and test new ideas without posing a risk to others. The Office of

Every Conversation Has Consequences

Published July 24, 2023

Communication is our currency in healthcare. By focusing on three areas where miscommunication can occur: Patients, Players (team), and Practice, we can break the patterns of expectation, so everyone engages emotionally and becomes loyal, engaged, and committed to the organization’s success. Healthcare is shifting from product-centricity to people-centricity. Those who are adapting to this new

Sustaining a Patient Experience Framework via Huddle Communications

Published August 29, 2023

Unfreeze, change, refreeze: Three steps to transforming organizational culture. Northwell shares their journey of unwinding old patterns, establishing sustainable new models, and creating new habits that led to a remarkable cultural shift that reignited passion in their workforce. In this case study, interdisciplinary huddles were key to reconnecting professionals to their purpose, fostering peer-to-peer conversations

Patient Experience Coaching in Ambulatory Care

Published August 18, 2023

Sharing is caring. Read how Marshfield Clinic Health System improved patient experience in its medical offices through observation and coaching of care teams. Learn how Patient Experience Coaches, a novel concept in ambulatory care settings, followed the patient journey through their clinics and identified improvement areas that focus on retention and recruitment of ambulatory care

Elevating Experience

Published July 12, 2023

The pandemic generated unprecedented personal and financial pressures within the healthcare industry. Given this environment, there is a need for clarity and alignment around where and how experience fits into the strategy going forward. This webinar provides a human-centered viewpoint along with a business case for embracing a contemporary approach to experience as a powerful

Using Design Thinking Principles to Reduce Healthcare Barriers & Improve Access

Published August 17, 2023

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

Creating a Feedback Culture: Building a Workforce that can Effectively Manage Patient Feedback

Published August 11, 2023

Managing patient feedback effectively is a unique skill requiring specific competencies to resolve patient concerns. In this case study, a large integrated system in Canada developed a training program so staff could acquire the necessary competencies to master the art of responding to patients with compassion and empathy.

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

Published August 11, 2023

Data literacy has become an increasingly important skill for healthcare experience leaders. This also applies to telling the volunteer story. In this learning bite, learn how to become an effective data storyteller who can articulate the impact of volunteers in a way that drives meaningful action.

Self-Care Leads to the Best Care!

Published August 4, 2023

Our wellness journey began pre-pandemic in March 2019 with a generalized inquiry and inventory about wellness opportunities available at our organization. At the time, our established services and programs offered included: chaplaincy/spiritual support, limited Reiki, limited music therapy, seated yoga, therapist-facilitated therapy-based Zumba and yoga groups, and the C.A.R.E. Channel available in every patient room.

Caregiver burden: Support needed for those who support others and the National Health Service

Published August 2, 2023

This literature review focuses on the complexities and inequalities of informal caregiving in the UK and was inspired by the story of the following individual: EL is a 68-year-old Caucasian lady who attended Movement Disorder Clinic and was diagnosed with Parkinson’s Disease Dementia following many years of symptoms. The diagnosis came as a big relief

Effectively Leveraging Patient Comments for Strategic Improvement

Published July 12, 2023

During this webinar, Children’s Mercy Kansas City shares results from a year-long case study on the meaningful integration of patient comments and the precise analytics derived from those comments into the strategic improvement planning efforts of an emergency department. The presentation will highlight how this process can foster a culture of human-centered patient and family

Interconnectedness of the Human Experience: Building a Unified Vision for Healthcare Leadership

Published June 30, 2023

Join Press Ganey for a transformative webinar on the “Interconnectedness of the Human Experience: Building a Unified Vision for Healthcare Leadership.” Discover how human experience is intricately linked to patient experience, organizational strategy, workforce engagement, and safe, high-quality care. Explore the power of empathy, communication, and collaboration in fostering a patient-centered culture that goes beyond

How Can I Help You? Hardwiring Clerks & Receptionists Communication

Published July 26, 2023

Communication. Collaboration. Customer Service. Sutter Health proudly shares how these focus areas helped their frontline staff rediscover the joy in healthcare through back-to-basics training in communication and service behaviors.

Storytelling and its Practical Influence

Published June 26, 2023

Storytelling is a connection tool that has the tendency to influence and captivate an audience when done correctly. The power of a single story can also inspire and trigger the emotional (right brain) to react a certain way and/or bring sense and logic to a moment. This can ignite the left side of our brain

The State of Human Experience 2023: Affirming the Integrated Nature of Experience in Healthcare Today

Published July 26, 2023

Engaging voices from 33 countries, our latest biennial benchmarking study provides diverse perspective on how organizations are executing on patient experience globally. Now in our seventh iteration of this study, we expanded this year’s inquiry to explore the integration of patient, workforce and community experience that impact the human experience in healthcare overall. According to the

“Hear with Heart:” Escape Room Training in Patient Belongings

Published July 20, 2023

San Juan Medical Center shares a hands-on learning approach that allows caregivers to understand what matters most to patients in the moment and how to actively listen to patients’ needs. “Hear with Heart is an escape room training exercise for providers and staff that is part of the medical center’s “What Matters to You?” program.

Effective Patient Experience Training in an Ambulatory Setting

Published June 26, 2023

Join our Ambulatory Care Community for a discussion on effective patient experience training in an ambulatory setting. 

How Teamwork Improves Patient Experience in the Emergency Department

Published June 15, 2023

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

What is Projective Identification, and Why Should I Care?

Published July 7, 2023

We’ve all had an experience dealing with someone who is upset or angry. In these uncomfortable situations, it is sometimes difficult to know where the discomfort comes from—us or the other person. The projection of negative feelings from one person into another is what psychiatrists call “projective identification.” In this learning bite, Helen Riess, M.D.,

From Good to Great: Our Journey to Four-Star Patient Experience

Published May 31, 2023

Watch this webinar to discover a hospital’s journey towards achieving a 4-star rating in their patient experience program. Specifically, the case study revolves around the success story of WVU Medicine, which implemented a new patient experience program and was able to improve its satisfaction ratings within two years. The presentation will highlight the importance of

The “Why” Behind Empowering Leaders and Staff

Published May 31, 2023

Patient Experience has become such a data driven field that as a health system we realized we were losing the fundamentals of what Patient Experience should be about. Over the past 2 years, as a patient experience team, we have changed our coaching and training efforts to be based upon the “Why” instead of the

Plan for a season. Stay a Lifetime.

Published June 12, 2023

Amy Veneciano shares how she re-evaluated and reset Volunteer Services at UCSF as the waves of COVID-19 subsided. During the long pause in using volunteer services, she describes the pandemic’s silver lining as an opportunity to reflect on what to do differently to make a difference to patients, staff, and the volunteers themselves. Learn how

The Gumby Award: Maintaining a positive healthcare workforce culture in pandemic times and beyond

Published June 2, 2023

Tampa General Hospital got creative when they saw the stress and burnout of employees brought on by COVID–19. To recognize their healthcare heroes who worked through these challenging times, they invented an award that honored teams demonstrating resiliency, flexibility and world–class care. For three years now, TGH’s Gumby Award program has exemplified the importance of

Purposeful Leadership Rounding

Published May 8, 2023

In this webinar, nurse leaders Jane Pena and Eric Moore will share learnings and insights from their Purposeful Rounding Program, with a special emphasis on leadership rounding.

Ensuring Volunteer Programs Support Patient Experience Initiatives

Published May 8, 2023

Volunteers do a lot to improve services for patients but in the past patient experience and volunteer teams have worked independently. This webinar will discuss the importance of building stronger relationships between patient experience and volunteer programs. The presenters will share an example of how one organization’s patient experience and volunteer teams work together and

Caring on Wheels – Staff Wellness and Motivation

Published May 4, 2023

In spring of 2020, media headlines likening health care workers to superheroes and public outpouring of respect and recognition during the first wave of COVID-19 provided encouragement and motivation. For health care workers the impact of stress and burnout on their mental health were felt well before the pandemic. The last several years have only

Rise&Renew: A Multifaceted Approach to Fortifying & Rebuilding Our Workforce

Published April 10, 2023

Rise&Renew at Kaiser Permanente (KP) is a systematic approach to fortifying the resilience of our workforce and elevating their journey toward restored and re-imagined health and wholeness. Incorporating lessons learned from the Department of Defense, exemplar organizations and through our own nationally recognized experts a multi-year, proactive program was developed. The webinar will include KP

Bridging the Gap: An Illustration of Partnership between Patients/Families & Social Workers

Published August 25, 2023

In this case study, patient-parents and staff of Boston Children‘s team up to turn a pandemic-induced crisis into a creative opportunity to support patients, families and the workforce. An experiment to provide small personal care and comfort items to patients and families developed into a compassionate program of kindness that elevated the human experience in

Growing Compassion In All Corners of Your Life

Published March 16, 2023

Complimentary – If you’re wondering how to sustain your joy and purpose in a world that is experiencing so much turmoil, this webinar is designed for you! This webinar will be grounded in evidence-based understandings of how we can deliver our best in environments that are characterized by high stress levels, complexity and workload. Alongside

How High Performing Organizations are Leader Rounding: A Benchmarking Study

Published March 14, 2023

Every patient, every day is the best practice for leadership rounding on patients but it’s not always realistic. With nursing shortages and hospital leadership positions open, how do you know what the right amount of rounds is for your organization to move the needle on patient satisfaction? Listen as Katie Haifley, CPXP, co-founder and COO

Getting Back to Courtesy & Respect in Healthcare

Published March 6, 2023

Christie Zachman Manager of Patient Experience Unity Point Health Methodist Courtesy and respect have been a common trend in patient feedback for several years and tend to rank high on the list of patient and family expectations.¹ One could argue that is because regardless of our background, education, or experience, being treated with kindness is something

The Role of Leaders in Improving Staff Experience

Published February 20, 2023

Jessica Howe Patient Experience Specialist Story County Medical Center – South Campus As leaders, we have the responsibility to support, empower, and engage our employees in a way that keeps them motivated and encourages them to provide the greatest quality of care every single day.   It is no doubt to anyone who has stepped foot

Engaging Community and Volunteer Partnerships for Health Equity and Experience

Published February 7, 2023

Through Arkansas Children’s Hospital’s (ACH) 2022 Community Health Needs Assessment (CHNA), implementation strategies were identified to prioritize and plan for evidence-based solutions to address top health needs for children across the state of Arkansas. In this presentation, participants will learn to implement programming that engages community partners and volunteers in strategic ways to impact health,

Incivility in Healthcare: COVID Chaos and Steps to Provide a Positive Solution

Published January 31, 2023

Linda Robinson, MSN, RN, CPXP | VP of Clinical Excellence, MDM Healthcare The COVID-19 pandemic has mentally and physically strained hospitalized patients, their families, visitors, healthcare workers, and the overall healthcare system. The combined vulnerabilities have intensified all hospital interactions and compounded an already rising workplace incivility and violence problem in healthcare. Join this webinar

The Travel Nurse Experience and its Impact on the Patient Experience

Published January 10, 2023

Ellen Franz, RN, MSN, CPXP, FHX | Director of Patient Experience, Lutheran Hospital of Indiana This webinar will stress the importance of creating a positive, welcoming experience for travel nurses, and their inclusion into a hospital’s culture, to provide a consistent, optimal patient experience. Learning Objectives • Discuss the reasons for travel staff to be

Breaking the Mold: Exploring Nontraditional Healthcare Volunteer Roles

Published November 30, 2022

Connection Calls provide opportunity for networking and idea sharing with peers. In addition to a discussion on a pre-announced topic, each call includes time for general discussion on the issues relevant to the community.

How an intake conversation in mental healthcare nearly led to suicide

Published November 2, 2022

Rare and undiagnosed: Daunting challenges for patients, doctors, and researchers alike

Published November 2, 2022

Rebuilding Healthcare Volunteer Programs

Published October 26, 2022

Connection Calls provide opportunity for networking and idea sharing with peers. In addition to a discussion on a pre-announced topic, each call includes time for general discussion on the issues relevant to the community.

An Upstream Solution to Advance Physician Engagement

Published October 11, 2022

Dive into the design principles for establishing the Center for Physician Leadership, curriculum priorities, coaching to advance skills and evaluation outcomes.

Innovative Communication Strategies for Staff and Volunteer Services

Published September 27, 2022

Leave with tools, templates, and ideas to apply in our rapidly changing world of technology and social media.

Continuing the Shame Conversation through a Lens of Patient Safety

Published September 22, 2022

Understand how leaders can look at safety events through different lenses to support individual well-being by recognizing a shame response.

Ease, Care, and Access: The Business Impact of Experience Transformation

Published September 20, 2022

Learn how organizations are leveraging advanced machine learning and AI listening technologies to transform operations, enable empathy at scale, and articulate the ever-elusive ROI in financial, experiential, and operational terms.

How CNOs and CXOs Can Increase Engagement with Leadership Rounding

Published August 23, 2022

Hear tips for ensuring your team is engaged with leadership rounding.

Leveraging the power of peer support: The story and impact of Team Lavender

Published September 1, 2022

As the world continues to take inventory of the wake left by the COVID-19 pandemic, healthcare organizations and leaders remain steadfast on recovery. At Northwell Health, the largest health system in New York State, employee emotional wellness remains a constant priority. Team Lavender (TL) is an interdisciplinary group of professionals dedicated to supporting colleagues during

Dyad rounding on inpatients admitted from Emergency Department: Rehumanizing the patient & clinician experience in a post pandemic world

Published September 1, 2022

Emergency departments (ED) across the country were stretched to the breaking point as a result of the COVID-19 pandemic. The chaos, fear, and uncertainty impacted the emotional, physical, and spiritual well-being of not only the patients and families but also nurses, providers, and the myriad of other clinical and non-clinical staff providing care in the

Improving workforce experiences at United States Federally Qualified Health Centers: Exploring the perceived impact of generational diversity

Published September 1, 2022

This qualitative study aimed to explore a multigenerational workforce’s impact on employee engagement as perceived by Federally Qualified Health Centers’ (FQHCs) C-suite executives. It sought to answer one research question: What is the perceived impact of generational diversity on employee engagement of Federally Qualified Health Centers (FQHCs) in the United States? This cross-sectional study was

Effect of wearing masks in the hospital on patient-provider interaction: “They (providers) need to stay safe for their family and keep us safe.”

Published September 1, 2022

Since March 2020 when the Severe Acute Respiratory Syndrome Coronavirus 2 (SARS-CoV-2) pandemic was widespread in the U.S., masks became a primary form of protection for healthcare workers when caring for patients. While wearing masks was not a new phenomenon in the health field, there is little known on how the use of them affects

Rules of engagement: The role of mistreatment from patients in the nurse, physician and advanced practice provider experience

Published September 1, 2022

The objective of this study is to examine the incidence of reported stress due to mistreatment by patients toward clinicians and the role of mistreatment from patients along with organizational factors in clinician distress. A survey of clinicians was conducted at a large academic medical center, resulting in a final analytic sample of 1,682 physicians,

Understanding modern drivers of the employee experience in healthcare

Published September 1, 2022

Employee engagement has been considered the guiding metric to convey the health, loyalty, and performance of the healthcare workforce. However, the pandemic created new challenges and stimulated deeper conversations around remote work, systemic racism, inclusivity, trust, well-being, and mental illness, which calls into question whether engagement alone is enough. Using an employee experience model deployed

Patient and provider experiences with virtual care during the COVID-19 pandemic: A mixed methods study

Published September 1, 2022

The COVID-19 pandemic prompted the rapid uptake of Virtual Care (VC). Positive patient outcomes with VC are previously reported but little is known about the experiences of patients and providers using VC during the pandemic. We aimed to describe patient and primary care provider experiences, satisfaction, perceptions, and attitudes to VC during the COVID-19 pandemic

Understanding patient and caregiver perspectives using a dyad approach for data collection: A systematic review of the literature

Published September 1, 2022

Treatments outside of a clinical setting may be managed independently by the pediatric patient, independently by a caregiver, or by the patient and caregiver together. Best practices for pediatric clinical outcome assessment (COA) recommend patient-reported outcome (PRO) and/or observer-reported outcome (ObsRO) measures to assess the patient experience of a condition or its treatment. However, a

Global child and family-centered care fellowship, education and mentorship for pediatric healthcare professionals: A literature review

Published September 1, 2022

Child- and family-centered care (FCC) is increasingly accepted and implemented to optimize the healthcare experience for patients, their families, and healthcare professionals. Standish Foundation for Children, a 501(c)(3) non-profit, has designed and piloted a fellowship to educate pediatric healthcare professionals in FCC & psychosocial care via an inquiry and mentorship model in Tbilisis, Georgia. This

Beyond service education: Impacting the human experience with sustained training utilizing the Experience Model of Communication

Published September 1, 2022

Patients scheduling or checking in for medical appointments often share with frontline employees’ details of their stories, including their worries, prior negative experiences, and hopes. These interactions require employees to not only complete their task, but also to be mindfully present, picking up on important social cues and showing appropriate emotional congruence and empathic understanding.

Teamwork that affects outcomes: A method to enhance team ownership

Published September 1, 2022

Healthcare is the ultimate team sport, and this case study explores how to build teamwork across teams. The ability for nursing, environmental services and food and nutrition services to work collaboratively to benefit patients is paramount to a patients experience and outcomes. The case study describes how the work was done to build teams and

Caring for the caregiver during COVID-19 suspended visitation

Published September 1, 2022

During the 4th surge of COVID-19, August to November 2021, visitation was suspended in a hospital system in North Georgia. The Compassionate Connections Call Center (CCCC) was created to alleviate staff stress and to manage calls and communication. The goal of the initiative was to reduce interruptions to patient care caused by the increased number

Tranquility rooms for team member well-being: Implementation during COVID-19 pandemic

Published September 1, 2022

In 2020, the COVID-19 global pandemic changed the landscape of healthcare delivery and with it the need to better address team member well-being. Aside from patients and their families, healthcare professionals were among the most affected and at high risk for suffering psychological distress, including increased stress, depression, anxiety, substance use, and post-traumatic stress disorder.

Views on happiness and mental health: A comparison between residents and staff at a senior care facility

Published August 3, 2022

Joint Commission: A Discussion on Being Prepared as Volunteer Professionals

Published July 27, 2022

Connection Calls provide opportunity for networking and idea sharing with peers. In addition to a discussion on a pre-announced topic, each call includes time for general discussion on the issues relevant to the community.

Mother-baby Care: Creating Exceptional Patient Experiences

Published July 26, 2022

Gain tips on how your hospital’s mother-baby unit can cater to the special needs of this unique patient population before, during and after delivery.

Rebuilding a Foundation of Trust: A Conversation with Physicians

Published June 30, 2022

Join three respected physicians as they reflect on the 2021 PXJ article, Rebuilding a Foundation of Trust: A call to action in creating a safe environment for everyone.

The Importance of Patient and Peer Feedback to Staff Recognition

Published June 29, 2022

Explore how bedside staff continue to suffer and need supportive intervention to ensure their physical and emotional wellness are preserved.

Need a “helping hand?” A volunteer can help

Published June 22, 2022

Tricia Spence, Manager of Volunteer Services at St. Jude Children’s Research Hospital, shares the details of the hospital’s volunteer respite care program, Helping Hands, and the benefits it has had on the patient and family care partner experience experience.

Restoring Safe Workplaces in Healthcare: A Commitment to the Human Experience

Published June 14, 2022

This paper reveals the impact of incivility and hostility in healthcare workplaces.

Strength-Based Observations

Published June 8, 2022

Tiffany Christensen, CPXP, Vice President, Experience Excellence at The Beryl Institute, shares the values of strength-based observations to help alleviate workplace burnout.

Trust Series: A Conversation on Workforce Safety and Experience

Published May 24, 2022

This interactive session brings together the authors of the 2021 PXJ article, Rebuilding a foundation of trust: A call to action in creating a safe environment for everyone, addressing the issues of incivility and the possibilities we see

Frictionless Care: Create Future-proof Initiatives

Published May 17, 2022

Learn practical approaches of how to integrate patient and care team improvement efforts in your daily routine, comparing and contrasting approaches across a variety of settings.

From the Primary Care Frontline: How to Establish a Practical Patient Experience Program

Published May 3, 2022

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.

Barnes-Jewish Hospital Workplace Violence Prevention Program

Published April 28, 2022

As incidents of workplace violence continue to plague healthcare, organizations are called to re-design their workplace violence preventionprograms to provide transparency and clear calls to action.

My Life, My Story: Putting the Person Above the Problem

Published March 22, 2022

Explore a MLMS project focused on Veterans with spinal cord injuries with a brief overview of various forms of life-story work, such as narrative medicine, dignity therapy, and narrative therapy.

The COVID career shift: How the pandemic and burnout are changing nursing paths

Published March 16, 2023

I know that it’s silly to think that careers are genetic, but emergency medicine seems to run in my family. I spent most of my career in a helicopter, responding to the worst of the worst medical calls: shootings, multi-car pile-ups, babies that needed immediate and intense life-saving care, you name it. My husband is a

The Great Invitation: An Inspired Imperative to Uncover the Magnificence within Healthcare

Published March 15, 2022

Through a coaching mindset and a framework that holds up the mirror to magnificence, you will learn how to increase engagement, connect to meaningfulness and elevate the wellBEING of your staff.

Strategically Implementing Virtual Care to Improve the Patient and Provider Experience

Published March 1, 2022

Hear strategies to adopt, and pitfalls to avoid, for optimal virtual care implementation across a healthcare system to the benefit of patients and providers.

Wellness 365: Creating Daily Wellness Practices to Mitigate Burnout

Published February 24, 2022

Understand how to manage work and life stressors in a more positive way.

Making Emotional Wellness a Priority: How Volunteers and Volunteer Professionals Impact an Environment of Wellness

Published February 23, 2022

Connection Calls provide opportunity for networking and idea sharing with peers. In addition to a discussion on a pre-announced topic, each call includes time for general discussion on the issues relevant to the community.

A conversation with Alina Moran, President at Dignity Health – California Hospital Medical Center (CHMC)

Published February 21, 2022

Alina Moran shares her experience running a hospital during the COVID-19 pandemic and addressing the needs of her staff and the patients they serve.

How SCL Health Invested in Well-being and Improved Care Provider Scores

Published February 15, 2022

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.

Creating Safe Dental Workplaces

Published March 16, 2023

Please note, this article contains references to violence and sexual harassment I remember well that conversation I had with my father. The year was 1998, and I wasn’t sure if I wanted to study journalism or dentistry. “Since you have doubts, do dentistry, because the return is more certain and the profession is beautiful,” my

The Critical Integration of Patient Experience and Employee Experience

Published December 13, 2021

Learn how having employees that are engaged, excited and happy in their work roles has a direct impact on overall patient experience.

The Power of Self-Healing: Improving Experience Through Mindfulness

Published December 8, 2021

This paper reveals how an improved state of mindfulness of nurse case managers reduced stress and improved the experience of care and outcomes of patients and caregivers in an acute rehabilitation setting.

Embracing New Traditions in Care: Volunteer Baby Cuddler Programs

Published November 10, 2021

Connection Calls provide opportunity for networking and idea sharing with peers. In addition to a discussion on a pre-announced topic, each call includes time for general discussion on the issues relevant to the community.

Perceptions of the healthcare system among stakeholders

Published September 1, 2022

The U.S. healthcare system is rife with complexities and is consistently a source of political debate. One’s interaction with the system may directly impact the understanding of the system. The objective of this research is to examine the perceptions of the United States healthcare system from the viewpoint of healthcare providers, insurers, and consumers. Using

Connecting the Dots for Caregivers Across The Continuum of Care

Published October 26, 2021

Hear lessons learned, available caregiver resources, as well as resource strategies that have been implemented to help support caregivers beyond the project and through the COVID pandemic.   

Becoming the Best Place To Be: Elevating the Human Experience in Senior Living

Published October 26, 2021

This paper, written in collaboration with Pioneer Network, examines human experience in senior living communities through the eyes of those who live and work there.

The Relationship Between Nurse Satisfaction and Patient Experience

Published October 19, 2021

What is the relationship between nurse satisfaction and patient experience? What are some strategies to address and prevent provider burnout?

Rewards and Recognition During the Pandemic

Published October 7, 2021

Dr. Mary Washburn, Physician Champion for Care Experience and Natalie Whitlock, Director for Care Experience, Kaiser Permanente Orange County share new ways to recognize and show gratitude to staff in a post-pandemic environment.

Asking for Help is a Sign of Strength

Published September 20, 2021

Scott Majewski, Group Manager, ImageFIRST, shares ways to address clinician and staff stress through a combination of open communication, support resources and calming environments. 

Humane Solutions to Clinician Distress

Published August 31, 2021

Learn how to think past the language of “burnout” and explore other ways to describe and counteract the emotional toll of trying to care for patients in an uncertain, unfair, and demanding world.

Staff Training and Development

Published August 25, 2021

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.

View from the front lines. Stepping it up for the greater good.

Published August 2, 2021

Dr. Jim Castellone is the Chief Medical Officer for Eastern Connecticut Health Network and an ER physician who has been on the front lines of COVID-19 since beginning of the pandemic and in one of the United States’ most heavy hit regions. Listen as he shares his perspective as a doctor who works to care for his COVID-19 patients and as a father and husband working to protect his family from the virus.

Optimizing The Telehealth Patient Experience During COVID-19: Insights From an Expanded Telehealth Testing Model

Published July 30, 2021

Due to COVID-19. patients and physcians turned to telehealth for testing and guidance.

A Conversation with Jacqueline Herd, Chief Nursing Officer, Grady Health System

Published June 20, 2021

Jacqueline Herd shares the impactful story of her career in nursing thus far and the steps that she has taken as a leader to guide her staff throughout the COVID-19 pandemic. She also discusses how the pandemic highlighted systemic racism in healthcare and led to further issues regarding race and socio-economic status.

Insult to Injury: COVID 19 and Clinician “Burnout”

Published June 17, 2021

Examine challenge of burnout and the opportunity to evolve the language used to describe the unique experiences of healthcare professionals across disciplines and work settings.

Deescalation Strategies for a Challenging Healthcare Environment

Published June 15, 2021

Linda Van Der Voort, Director of Patient Relations at White Plains Hospital shares the importance of deescalation and strategies to consider when in a challenging healthcare environment. 

Improving Outcomes: The Impact of Experience in Ambulatory Care

Published May 19, 2021

This PX paper includes insights from nine experience-focused leaders and emphasizes the importance of prioritizing patient experience in ambulatory care, a rapidly growing sector of US healthcare.

Managing Morale during Crisis: How Crocs & Coffee Cured COVID Concerns

Published May 11, 2021

Learn the tips and tools you need to successfully develop a morale committee across all continuums of healthcare.

Caring for Ourselves and Others

Published May 6, 2021

Hear how the Schwartz Center is working to support caregivers, healthcare leaders and others and bring compassion to every healthcare experience.

Commit to Care Team Well-being

Published March 25, 2021

Explore the third aim in the Care Teams segment of The New Existence: Commit to care team well-being.

Phasing Volunteers Back (Addressing Safety, Training and Recruiting)

Published March 10, 2021

Connection Calls provide opportunity for networking and idea sharing with peers. In addition to a discussion on a pre-announced topic, each call includes time for general discussion on the issues relevant to the community.

Burnout Tune-up: Help Your Staff by Empowering Patients

Published February 9, 2021

Learn practical ways—from no tech to high tech—you can better help your staff so they can better help your patients.

The Changing Face of Hospital Gift Shops thru the Pandemic

Published January 27, 2021

Connection Calls provide opportunity for networking and idea sharing with peers. In addition to a discussion on a pre-announced topic, each call includes time for general discussion on the issues relevant to the community.

Addressing Workplace Violence

Published January 25, 2021

Connection Calls provide opportunity for networking and idea sharing with peers. In addition to a discussion on a pre-announced topic, each call includes time for general discussion on the issues relevant to the community.

Adjusting Volunteer Week Celebrations in 2021

Published January 13, 2021

Connection Calls provide opportunity for networking and idea sharing with peers. In addition to a discussion on a pre-announced topic, each call includes time for general discussion on the issues relevant to the community.

Caring for Staff: Lifting Spirits during Difficult Times

Published January 5, 2021

Learn how one hospital implemented a variety of activities to keep spirits up.

How do health systems approach patient experience? Development of an innovative elective curriculum for medical students

Published November 19, 2020

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

Published November 12, 2020

Smile from Behind the Mask

Published October 9, 2020

Mendy Goonan, MBA, CPXP, Director, Patient Experience, Norton Healthcare, shares a few tips on how to express both kindness and empathy from behind the mask.

“We all are a spider web connected to many strands”

Published August 31, 2020

As we face the COVID-19 crisis, we also face many losses. How might we leverage what we know about grief and loss to help staff, clinicians and community members get the support they need?

Navigating the “Perfect Storm”: Leading with a commitment to human experience

Published February 16, 2023

Beyond platitudes: A nurse’s journey of self-reflection and vulnerability

Published August 5, 2020

Treading water: Coping with uncertainty during a novel pandemic

Published August 5, 2020

Caring for our caregivers in body, mind and spirit during the COVID-19 pandemic

Published August 5, 2020

My six-word story: Power to reconnect and connect

Published August 5, 2020

A Conversation with Robert Earley, President and CEO, JPS Health Network

Published August 3, 2020

How can healthcare organizations harness their core values and find new ways of supporting each other during a COVID-19 surge? At the helm of the award winning health system in Fort Worth, Texas, JPS Health Network, Robert Earley shares his approach to ensuring his workforce remains focused on the human experience in healthcare while also being acknowledged for the challenges they face.

“When we stand together, we’re smarter, stronger and more resilient than this virus will ever be.”

Published June 1, 2020

Dr. Justin Bright is a an Emergency Room Physician working at Henry Ford in Detroit, one of the areas hardest hit by the COVID-19 pandemic. He is unapologetically honest about what impact this virus had on his life.

Dr. Bright is also a husband and father to a new baby. He is honest about being scared and working to find his way to an emotional and intellectual peace, with all of the layers of stress and change this virus brought into his life.

All Hands on Deck – Healthcare Heroism During COVID-19

Published April 27, 2020

How do healthcare teams at a large University hospital handle daily patient care during the time of a global pandemic and immense stress? Dr. Craig Rackley, Assistant Professor of Medicine at Duke, depicts the measures that he and his fellow practitioners are taking to reserve resources such as PPE in order to work as safely and efficiently as possible during this time.

Dr. Rackley also delves into the strategic changes that his team has put into place in order to mitigate risk and what the future of healthcare systems and practices will look like following this crisis. Furthermore, Craig highlights some of the silver linings that have already come to light during this unprecedented time.

Finding Stability & Connection in the Midst of COVID 19 Anxiety

Published April 23, 2020

Explore three contemplative approaches to cultivating wellbeing during a time of crisis: mindfulness, mindful self-compassion and medical humanities.

Caring for Ourselves in Times of Crisis

Published April 9, 2020

Discover what we can do to care for ourselves, each other and our community.

Staying STEADY: A Model for Resiliency

Published February 4, 2020

Learn solutions and tools to assist leaders, health care staff, and providers with staying sane enough to care.

“Bravery and Risk”

Published January 27, 2020

Catherine Dale is a pioneer and leader in Experience Based Co-Design and works to improve safety for the NHS. She has also deliberately chosen to take up activities in her personal life that require bravery and risk.
Listen to this jovial conversation and explore employee engagement from a new perspective. Should we all be making deliberate choices to do things outside of work that make us better at work? You decide, after hearing from Catherine Dale.

Using Patient Kudos to Improve Employee Engagement and to Build a Culture of Appreciation

Published January 21, 2020

Explore strategies for using patient feedback to enhance your employee recognition program, leading to an engaged workforce, an exceptional patient experience, and positively impacted bottom line.

A Case Study in Operationalizing Branding and Culture at Dignity Health’s Mercy Medical Group

Published December 13, 2019

Rebranding organizational culture.

A ‘Simply Better’ Culture to Achieving Excellence

Published December 1, 2019

On the Road with Memorial Care Long Beach Medical Center – December 2019 by Natalie McKay and Stacy Palmer, CPXP Our latest On the Road took us to Southern California where we learned about the incredible patient experience work happening at MemorialCare Long Beach Medical Center (LBMC) and Miller Children’s and Women’s Hospital Long Beach (MCWHLB).

Caring Inclusively: One system’s commitment to experience and mental health for patients and employees alike

Published November 1, 2019

On the Road with Sutter Health, Northern California – November 2019 by Tiffany Christensen, CPXP Our latest On the Road took me to Sutter Health, a large integrated health system in Northern California with over 53,000 employees, 14,000 physicians and advanced practice clinicians, 24 hospitals, 2,000 ambulatory clinics and eight behavioral health centers. Looking through

Transforming Care in the Ambulatory Setting

Published September 8, 2019

CJ Merrill, Chief Patient Experience Officer at Mission Health System, shares how they took The Beryl Institute’s patient experience definition one step further by focusing on their patients’ and families’ experiences in the ambulatory setting.

The 1-2 Punch: Recognition & Engagement

Published August 6, 2019

Service Week celebration is a highly coveted program designed to bolster engagement and recognize teammates and providers who strive for excellence consistently. 

A Conversation with Michael Dowling, President & CEO of Northwell Health: A healthcare executive’s positive perspective on leading with optimism and compassion, while loving what you do!

Published July 22, 2019

Mr. Dowling shares how the key to effective leadership is embodying a sense of positivity and optimism for the future, while also maintaining a long term perspective.

Just Roll With It

Published July 1, 2019

Listen to the journey of one Occupational Therapist who made a transition in her career path due to burnout.

Twelve principles to support caregiver engagement in health care systems and health research

Published June 26, 2019

Exploring interventions to increase primary care providers’ use of self-management goals

Published June 26, 2019

Stories Are Data With A Soul

Published June 17, 2019

In a culture where empathy comes as easily as breathing, what comes next in the journey to improve experience?

Person Centered Care: Definitions and Perceptions of Various Stakeholders

Published June 10, 2019

This descriptive qualitative study was designed to increase our understanding of care as experience by various stakeholders in a nursing home.

Tea for the Soul: A Creative Program for Increasing Staff Resilience

Published April 30, 2019

This webinar describes a creative, cost-effective and benchmarked chaplaincy-led support program for clinical staff called Tea for the Soul.

G.R.E.A.T. Provider Coaching for Patient Experience Excellence

Published April 9, 2019

Explore each facet of G.R.E.A.T. “Greet, Relate, Explain, Ask and Thanks” a patient-centered communication tool that can be used as a framework for a provider coaching program.

Physician Shadowing as an Effective Tool for Communication Skill Building and Culture Change

Published January 29, 2019

The Physician Shadow Process serves as a primer on communication best practices, which generates quick results and individualized suggestions that can immediately be incorporated.

Enhancing Staff Engagement and Resiliency by Building a Culture of Respect

Published January 15, 2019

Employee experience – particularly addressing the challenges and barriers staff face on a daily basis – is critical for any long term success.

An Evolution of Experience

Published January 1, 2019

On the Road with Kaiser Permanente & Care Experience in the East Bay – January 2019 by Jason A. Wolf, Ph.D., CPXP Our latest On the Road took us to the great city of Oakland, and specifically to Oakland Medical Center part of Kaiser Permanente and their community of healthcare services in the East Bay.

Creating a Culture of Caring

Published December 18, 2018

Hear Dr. Awdish’s personal transformation from critical care physician to critically ill patient.

Overcoming Caregiver Burnout: Improving the Patient Experience

Published October 30, 2018

Learn how to provide collaborative and fun working environment, thus decreasing caregiver burnout and improving colleague engagement.

This Little Light of Mine

Published September 25, 2018

Explore the current understanding of the experiences of clinician compassion fatigue and burnout and give the participants “antibodies” that can build resilience.

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.

Physician Engagement Strategies

Published August 8, 2018

Walk away with a new perspective and concrete examples of what patient experience professionals can immediately implement in order to better accomplish their organizational objectives.

A Culture of Community as a Foundation for Patient Experience at a Rural Hospital

Published July 1, 2018

On the Road with Mercyhealth Hospital and Medical Center–Harvard – July 2018 by Stacy Palmer, CPXP Our latest On the Road took us to the rural city of Harvard, Illinois, approximately seven miles south of the Illinois/Wisconsin border. With a population of 10,000, Harvard is home to Mercyhealth Hospital and Medical Center–Harvard, a dynamic and

Inside a Patient Simulation Lab

Published June 26, 2018

Hear insights toward enhancing competencies and presence at the bedside to eliminate human suffering.

Effectiveness of the Communication Model, C.O.N.N.E.C.T., on Patient Experience and Employee Engagement: A Prospective Study

Published April 5, 2018

Recognizing effective communication is a core element in delivering culturally competent and patient-centered care, Northwell Health created a communication model, C.O.N.N.E.C.T., in an effort to align and structure interactions between healthcare professionals, patients and families.

Empathy Reinvented for the Resistant or Misunderstood Healthcare Professional

Published March 22, 2018

Empathy must include 3 key elements to be interpreted positively. During this session you won’t only learn, but will apply the 3 elements of empathy.

Building Impactful Relationships and Collaboration with Non-Traditional Team Members as Partners

Published February 13, 2018

Committed staff members at all levels can promote the delivery of patient-centered outcomes and create connections with patients and families that transcend each episode of care.

Connected: Improving the Patient-Physician Relationship – and Health Care Itself

Published November 30, 2017

This paper explores the value and impact of patient-physician communication in health care.

Empathy: Connecting in Suffering

Published November 28, 2017

Articulate the meaning of suffering, and explore why we as caregivers are so afraid of it!

Relationship-Centered Team Building

Published October 17, 2017

Learn how to identify relational characteristics of high-performing teams and to apply fundamental communication skills across the team dynamic.

The RX is PX for Outpatient Partners

Published October 3, 2017

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.

Overheard: What We Say, What We Mean, and What Patients Hear

Published September 26, 2017

Analyze various forms of communications, including body language, print materials, signage, and the spoken word, and identify ways to align impact and intentions to communicate more effectively in their practice.

When Patient Engagement Competes with Safety

Published August 22, 2017

Look at the impact of effectively managing these disruptive behaviors in both the inpatient and outpatient setting.

A Rich History and Tradition of Partnership

Published August 1, 2017

On the Road with Marshfield Clinic – August 2017 by Deanna Frings Our latest On the Road took me through my home state of Wisconsin to Marshfield Clinic Health System (MCHS), a regional destination for world class health care for over 100 years. It was founded in 1916 by six physicians coming together to care

Expressions of Gratitude

Published June 29, 2017

Evidence and practices will be shared acknowledging the organizational and individual outcomes associated with combining the power of gratitude with patient, family, and peer feedback.

Supporting the Emotional Needs of Staff: The Impact of Schwartz Rounds

Published June 27, 2017

This paper explores how integrating a process for healthcare providers to discuss the social and emotional issues faced in caring for patients and families can result in decreased stress, increased compassion and improved teamwork.

Strengthening Medical Staff Engagement and Performance Engagement through Caring

Published June 6, 2017

Jeremy Blanchard MD, MMM, CPE, Chief Medical Officer at Language of Caring, shares how investing in your medical staff and assuring their development of the advanced competency of communication is key to achieving an excellent patient experience and reversing the trend of greater professional burnout.

Experience Excellence Across the Continuum of Care

Published June 1, 2017

On the Road with The New Jewish Home – June 2017 by Jason A. Wolf, PhD, CPXP Our latest On the Road took us to New York and an innovator in the long-term care segment of healthcare, The New Jewish Home (TNJH). TNJH has also emerged as an organization committed to the experience of those

Engaging Nurses as Leaders in Patient Experience

Published April 4, 2017

Erin Fairchild, Patient Experience Coordinator III at Mayo Clinic, discusses the role of nurses in experience excellence as one of the most valuable and influential positions and shares ways to continually engage nurses as leaders in patient experience.

Compassion Fatigue Prevention

Published February 7, 2017

Lou Lacey, LPC, Director of Emotional Wellness at Children’s of Alabama, discusses how healthcare workers committed to experience excellence know to expect a certain amount of compassion exhaustion and shares ways professionals can keep joy alive by living a life of service to others.

A Journey to Excellence in Patient and Associate Experience

Published February 1, 2017

On the Road with Littleton Adventist Hospital – February 2017 by Stacy Palmer Our latest On the Road took us to Colorado’s front range to visit Littleton Adventist Hospital (LAH). A full-service medical center south of Denver that has provided compassionate health care for more than 25 years, LAH is one of 17 hospitals in

It’s A Privilege: How Busy Providers Deliver Excellent Patient Experience

Published January 12, 2017

Gregg Heatley MD, MMM, Department of Ophthalmology, University of Wisconsin-Madison School of Medicine and Public Health, discusses how delivering a great patient experience in a busy practice is not necessarily based on time spent, but on the provider’s attitude about their work and their purpose.

The Privilege of Being Busy: Balancing Productivity and Patient Experience

Published November 29, 2016

Identify specific techniques even the “busiest” clinicians can use to connect with patients and improve patient satisfaction performance.

Employee Culture: Engaging with the New Generation

Published October 25, 2016

Understand the impact of social media, gamification and pop culture on employee engagement and how to gain staff level engagement/buy-in to make “change” more fun.

Engaging Physicians in a Communication Skills Training Program

Published September 20, 2016

Hear about techniques used to engage physicians in practicing new communication skills as well as the link between the relationship-centered communication program to physician empathy and burnout.

Building a System-wide Commitment to Patient Experience Excellence

Published September 1, 2016

On the Road with Centra Health – September 2016 by Stacy Palmer This summer I had the opportunity to spend two days nestled in the foothills of the Blue Ridge Mountains engaging with Centra Health as they kicked-off a system-wide patient experience focus. Located in Lynchburg, Virginia, Centra is a regional non-profit healthcare system providing

Reflections from PX Professionals Impacted by Personal Healthcare Experiences

Published August 6, 2016

This paper explores 8 experience professionals personal stories and provides insight into how these experiences impacted them both personally and professionally.

In the Moment Coaching and Recognition

Published July 6, 2016

Deborah Romer, Vice President, and Michelle Munn, Senior Director, National Service Quality, Kaiser Permanente, shares six steps that organizations can use when providing in the moment coaching among staff that provide feedback and support to healthcare teams.

Driving a System Experience at the Front Lines of Care

Published July 1, 2016

On the Road – Across NHS England – July 2016 by Jason Wolf In keeping with my international theme this summer our most recent On the Road took me to England for a week of visits and a continuation of what I would deem an historic global year for patient experience overall. From my most

Medical School Focus on the Patient Experience

Published June 30, 2016

Barbara Lewis, Founder, Joan’s Family Bill of Rights explores the wide range of courses and techniques incorporated in medical school education focused on patient experience.

Motivation x Empowerment = Caregiver Engagement

Published June 26, 2016

Charles Kunkle, Engagement Coach, Navigator Leadership, discusses how to first understand what motivates their staff and then provides creative program ideas to ensure a positive patient experience for the ultimate working environment.

Three Myths about Physician Engagement

Published June 24, 2016

Harris Baden, MD, Section Chief, Cardiac Critical Care, Seattle Children’s Hospital, discusses the aim of inspiring physicians and helping them optimize the relationships with their patients and families by breaking down three myths about physician engagement.

Impact of a Collaborative Re-structuring of New Hire Hospital Orientation on Employee Engagement

Published June 22, 2016

The purpose of this study was to measure the in uence of a collaborative re-structuring of new hire hospital orientation for all new hires that focused on employee engagement.

Patient Perspectives on Outstanding Experiences

Published June 17, 2016

This paper explores how the quality of staff interpersonal skills influences overall patient experience.

Physician Perspectives on Patient Experience

Published June 13, 2016

Investigating the importance of physicians in the overall experience of patients, this paper incorporates numerous views in exploring physician perspectives on patient experience.

Zeroing in on the Patient Experience: Views and Voices from the Frontlines

Published June 4, 2016

This paper stresses the importance of relationships, thoughtful planning, identifying priorities, sustaining commitment, and creating lasting impressions as core steps in moving a successful patient experience effort forward.

Strength in the Storm: Using PFE Strategies to Reduce Burnout

Published February 18, 2016

Explores three “turn-arounds” of burnout consisting of concrete strategies based in PFE best practices.

Leader Coaching: The Link to Consistent Patient Experiences

Published December 8, 2015

Learn the infrastructure of a leader coaching model that focuses on continual accountability to sustain employee engagement and results in consistent exceptional experiences for the patients.

No Time to Care: Empowering Caregivers to Transform the Patient Experience

Published November 10, 2015

Learn what motivates staff and then provide fun and creative programs, as well as the knowledge and skill set to ensure a positive patient experience as well as create the ultimate working environment.

Employee Engagement: We are ALL Patient Advocates!

Published August 13, 2015

Inspire all caregivers to think beyond their job titles and embrace their role as patient advocates. 

Patient-Centered Caring: A Model to Improve the Patient and Family Experience

Published May 5, 2015

Discover three interrelated practice concepts: delivering customer service, understanding the illness experience, and providing trauma-informed care supported by Patient-Centered Caring competencies.

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

Published April 29, 2015

Reigniting the Joy of Practice: Remembering Our Patients are the Source

Published March 5, 2015

A stimulating exploration of the primary motivators for serving in this challenging field and tactics to reclaim joy in our work through improved patient relationships.

Words That Transform the Patient Experience

Published February 26, 2015

Identify concrete language skills and words that enable employees and physicians to build relationships quickly and strengthen engagement and partnership and communicate with empathy and compassion to reduce patient and family anxiety and suffering. 

Sharpening Communication Skills for Relationship-Centered Care

Published February 3, 2015

Master relationship-centered communication to achieve breakthroughs in the patient and family experience and HCAHPS performance on Nurse Communication.

Light on/ Light off Improving Response of Hospital Staff

Published January 27, 2015

Can reducing the dependence on technology for responding to patient call lights improve the overall patient experience; enhance team work; help staff “connect with purpose”; save time and money through gained efficiencies and reduce alarm fatigue?

What Will it Take to Build a Culture of Service Among the Medical Staff?

Published January 1, 2015

On the Road with Seattle Children’s Hospital – January 2015 by Deanna Frings This month’s on the road highlights the work of the physicians at Children’s University Medical Group (CUMG), the 500-plus member practice plan for the faculty of the University of Washington’s School of Medicine who practice at Seattle Children’s Hospital in Seattle, Washington.

Beyond credentialing in physician selection: Application of an instrument that measures behavioral aptitude

Published November 20, 2014

Nine Spiritual Principles for Patient Experience

Published August 5, 2014

Real-world applications of Nine Spiritual Principles will remind attendees of the call and passion for why they got into the healing field in the first place. 

Work Like You Own It! Six Habits of Service Superstars

Published June 7, 2014

Review the mindset, skills, work habits and approach to service that world-class employees have.

Creating the Foundation for an Exceptional Patient Experience

Published February 1, 2014

On the Road with Presbyterian Healthcare Services – February 2014 by Jason A. Wolf My most recent On the Road took me to the rainbow of earthen hues painting Albuquerque, New Mexico and Presbyterian Healthcare Services. My visit was an integrated exploration of work in progress, sustained practices and the opportunity to share insights and

Debunking Common Myths about Service Recovery

Published January 21, 2014

Learn the steps necessary to develop and implement a robust service recovery program including a strong infrastructure, critical skill-building for leaders and staff and a solid sustaining plan.

But My Patients are Different: How to Debunk Criticisms and Engage Your Physicians on the Journey to Service Excellence

Published January 21, 2014

Learn the skills to identify providers who can serve as service excellence champions and equip them with the necessary tools to coach peers.

Change is Good, Let Us Show You Why! Implementing Processes to Drive Patient Experience Improvement

Published January 9, 2014

Hear how Athens Regional Medical Center identified a service issue; gathered the right people from both a clinical and nonclinical background to be involved in the improvement effort and how this effort resulted in achieving their three goals.

Engaging Faculty and Staff in the PFCC Philosophy Using Patient Satisfaction Surveying Instruments

Published December 11, 2013

Involving family members in all aspects of care increases the practice of PFCC, increases patient satisfaction, decreases length of stay and increases quality and safety.

Helping Physicians Learn Together through Video Simulation, Provider Coaching and Shared Techniques

Published October 8, 2013

This session will help you understand the value of physicians learning from other physicians and appreciate the benefits of experiential learning processes and how these can positively impact physician buy-in and practice change.

Improving the Patient Experience through Hospitalist and Nursing Engagement

Published September 5, 2013

Gain knowledge in methods for improving HCAHPS, learn about rapid cycle measurement processes and implement sustainment strategies for ongoing success.

Improving Physician Communication with Patients

Published August 7, 2013

The Cleveland Clinic and the American Academy on Communication in Healthcare developed a communication skills program to improve skills that address enhanced patient experience, improved physician well-being and improved quality of care. 

Enhancing the Patient Experience through Shadow Coaching

Published June 25, 2013

Dean Clinic developed a shadow coaching program built on best practices to enhance the patient experience and improve patient satisfaction scores. 

Employees as Change Agents in Process Improvement

Published February 4, 2013

How do your employees help you gain insight into improving the patient experience?

Empowering Managers & Leaders with the Educational and Assessment Tools to Improve the Patient Experience

Published February 4, 2013

Explore the successful outcomes of the results at Hackensack UMC in an effort to empower managers with employee educational and assessment tools.

Engaging Physicians in CAHPS Improvement

Published February 4, 2013

Learn how to engage clinicians and other members of the care team and how to use data (including H and CG-CAHPS) as a catalyst for systematic culture change.

Engaging Practitioners in Addressing Overuse of Services

Published February 4, 2013

Explore an approach to engaging physicians in the process of identifying and reducing overuse of services.

Engaging Physicians in the Patient/Provider Experience

Published October 11, 2012

Improving the provider experience led to enlightened attitudes, intrinsic behavior changes, and realizations that the providers could positively influence an encounter with the patient and the staff and improve patient experience scores.

Laying the Foundation for Patient Experience Success

Published October 1, 2012

On the Road with Faxton St. Luke’s Healthcare – October 2012 by Jason A. Wolf Our October On the Road took me to the rich, warm fall colors of central New York and Faxton St. Luke’s Healthcare in Utica. The occasion was more than just a visit as it was also part of Faxton St.

Creating Memorable Moments: A System Effort to Improve Patient Experience

Published August 1, 2012

On the Road with St. David’s Healthcare – August 2012 by Jason A. Wolf St. David’s Medical CenterOur August On the Road took us to the heart of Texas. While some might suggest my timing was off visiting in the heat of summer, it was the perfect time to experience the warmth and compassion exemplified

ENCORE: Secrets to Showstopping Patient Experience

Published February 21, 2012

Draw a 6-point comparison between what is demanded of healthcare providers and Broadway actors. The stages may be drastically different, but how we go about creating “encore performances” is strikingly similar. 

Integrating Patient Experience into Every Action

Published February 1, 2012

On the Road with Banner Health – February 2012 by Jason A. Wolf My February On the Road took me to Phoenix, Arizona on a crisp, sunny winter day in the Southwest. My visit was to Banner Health and their flagship hospital Banner Good Samaritan Medical Center. My host, Kelli Shepard, Director of Service Excellence/Patient

Journey to a “Great Patient Experience”

Published December 1, 2010

On the Road with Memorial Health System – December 2010 by Jason A. Wolf Memorial Health System and Memorial Medical Center, located in Springfield, IL played host for our December On the Road. The story they shared was one of both vision and a journey of progress, one that is still in motion. It is