Staff & Provider Engagement Resources

Human-Centered Leader Rounding: Using Generational Insights and Personalization

PX Marketplace – 2pm ET / 1pm CT / 12pm MT / 11am PT – 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

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

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

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 study

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

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

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

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

Supporting Remote Teams: Maximizing Employee and Patient Experience

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

The Benefits of Partnering a Physician with Patient Advocacy

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

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

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

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

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

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

PX Ownership at the Frontline: Innovating an Experience Champions Program

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

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

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

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

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

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

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

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

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

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

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

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)

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

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)

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

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

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

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

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

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

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

Patient Advocacy Community Connection Call: Promoting a Culture of Collaboration and Teamwork

2pm ET / 1pm CT / 12pm MT / 11am PT – In today’s complex healthcare landscape, cultivating a collaborative spirit across different departments is crucial for providing high-quality patient care and organizational success. Join the Patient Advocacy Community for an opportunity to discuss how to break down silos and promote teamwork. All participants are

Leading Healthcare & PX Teams with Clarity, Confidence and Courage

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 CARES® model

Patient Experience Toolkit: A Resource for PX Departments of One

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

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

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

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

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

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

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

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 “Consumer” and

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

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

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

PX Chat: Structuring Your PX Efforts

1pm ET / 12pm CT / 11am MT / 10am PT – How are experience efforts structured within your organization? What works well and what lessons have you learned throughout your experience journeys? Join The Beryl Institute community for an opportunity to connect with your peers and discuss big questions in healthcare centered around the

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

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)

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

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 to the

Unexpected Healers Create Moments that Matter for Patients and Families

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

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 who are

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

The Beryl Institute releases “Caring for the Workforce: Five Strategic Areas to Address Well-being in Healthcare,” identifying the efforts of organizations in addressing the health and wellness of employees and the impact of their efforts on staff engagement, patient experience and organization culture. The paper is based on results from a community inquiry and complemented

Trust Me: Building Trust Through Humanism and Compassion

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

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

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

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

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

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

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

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

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

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

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

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!

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

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

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

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

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

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

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

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

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

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?

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

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

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.

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

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

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

Melissa Bergin, MLS, M.Ed | Vice President of Training & Implementation, Bespoke Software/VSys One Rachel Carry, Patient Experience Navigator, Sharp Grossmont Hospital Linda Van Fulpen, CAVS | Manager of Volunteer Services, Sharp Grossmont Hospital Karina Vargas, CAVS | Solutions Architect, Bespoke Software/VSys One Volunteers do a lot to improve services for patients but in the

Caring on Wheels – Staff Wellness and Motivation

Tracey Deaner, MSN, RN, NEA-BC, CPXP | Director, Patient/Resident Experience, CentraState Healthcare System Lynda McDonald, Supervisor Patient Experience, CentraState Healthcare System Lorraine Cullen MS, RRT, RRT-ACCS | Senior Director Clinical Services, Gaylord Hospital Dorothy Orlowski, BGS, CPXP, COTA/L | Manager, Patient Relations and Volunteer Services, Gaylord Specialty Healthcare In spring of 2020, media headlines likening

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

“Dexter” Janet Borrowman, CHIE, CPXP, Operational Effectiveness Lead, Maui Health Affiliated with Kaiser Permanente Alex Ehrhart, MBB, MCF, Regional Director, Performance Improvement – Southern California | Senior Principal Mentor, Improvement Institute – National Quality, Safety, Experience and Health Systems Performance Chrissy Miller, RN, Employee Health Manager, Maui Health Rise&Renew at Kaiser Permanente (KP) is a

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

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

Mary Freer, BSW (Hons) | Director, Compassion Revolution 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

How High Performing Organizations are Leader Rounding: A Benchmarking Study

Katie Haifley, CPXP | Co-founder and COO/CMO, Nobl 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?

Getting Back to Courtesy & Respect in Healthcare

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

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

Marisha DiCarlo, PhD, MPH | Vice President, Community Engagement, Advocacy and Health, Arkansas Children’s Erica Phillips, MA, CFRE, CAVS | Executive Director, Volunteer Engagement, Arkansas Children’s 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

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

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

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

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

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

Rebuilding Healthcare Volunteer Programs

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

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

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

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

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

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

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

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

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

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.”

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

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

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

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

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

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

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

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

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

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

Joint Commission: A Discussion on Being Prepared as Volunteer Professionals

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

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

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

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

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

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

Strength-Based Observations

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

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

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

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

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

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

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

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

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

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

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)

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

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

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

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

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

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

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

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

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

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

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

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

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

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.

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

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

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”

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

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

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

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

Caring for Ourselves and Others

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

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)

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

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

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

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

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

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

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

Smile from Behind the Mask

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”

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

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

Treading water: Coping with uncertainty during a novel pandemic

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

My six-word story: Power to reconnect and connect

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

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.”

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

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

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

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

Staying STEADY: A Model for Resiliency

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

“Bravery and Risk”

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

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

Rebranding organizational culture.

A ‘Simply Better’ Culture to Achieving Excellence

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

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

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

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!

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

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

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

Stories Are Data With A Soul

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

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

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

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

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

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

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

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

Overcoming Caregiver Burnout: Improving the Patient Experience

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

This Little Light of Mine

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

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

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

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

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

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

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

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

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

Empathy: Connecting in Suffering

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

Relationship-Centered Team Building

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

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

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

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

A Rich History and Tradition of Partnership

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Physician Perspectives on Patient Experience

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

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

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

Leader Coaching: The Link to Consistent Patient Experiences

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

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!

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

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

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

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

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

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

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?

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

Nine Spiritual Principles for Patient Experience

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

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

Creating the Foundation for an Exceptional Patient Experience

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

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

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

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

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

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

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

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

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

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

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

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

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

Engaging Physicians in the Patient/Provider Experience

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

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

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

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

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”

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

Physician Engagement in Patient Experience

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