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
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.
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
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
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
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
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
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
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.
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.
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.
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
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
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.
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
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
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.
Join our Ambulatory Care Community for a discussion on effective patient experience training in an ambulatory setting.
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
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.,
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
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
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
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
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.
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
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
“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
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
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
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?
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
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
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
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.
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.
Dive into the design principles for establishing the Center for Physician Leadership, curriculum priorities, coaching to advance skills and evaluation outcomes.
Leave with tools, templates, and ideas to apply in our rapidly changing world of technology and social media.
Understand how leaders can look at safety events through different lenses to support individual well-being by recognizing a shame response.
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.
Hear tips for ensuring your team is engaged with leadership rounding.
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
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
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
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
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,
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
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
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
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
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.
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
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
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.
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.
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.
Explore how bedside staff continue to suffer and need supportive intervention to ensure their physical and emotional wellness are preserved.
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.
This paper reveals the impact of incivility and hostility in healthcare workplaces.
Tiffany Christensen, CPXP, Vice President, Experience Excellence at The Beryl Institute, shares the values of strength-based observations to help alleviate workplace burnout.
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
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.
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
Understand how to manage work and life stressors in a more positive way.
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.
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.
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
Learn how having employees that are engaged, excited and happy in their work roles has a direct impact on overall patient experience.
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.
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.
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
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.
What is the relationship between nurse satisfaction and patient experience? What are some strategies to address and prevent provider burnout?
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.
Scott Majewski, Group Manager, ImageFIRST, shares ways to address clinician and staff stress through a combination of open communication, support resources and calming environments.
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.
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.
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.
Due to COVID-19. patients and physcians turned to telehealth for testing and guidance.
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.
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.
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.
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.
Learn the tips and tools you need to successfully develop a morale committee across all continuums of healthcare.
Hear how the Schwartz Center is working to support caregivers, healthcare leaders and others and bring compassion to every healthcare experience.
Explore the third aim in the Care Teams segment of The New Existence: Commit to care team well-being.
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.
Learn practical ways—from no tech to high tech—you can better help your staff so they can better help your patients.
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.
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.
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.
Learn how one hospital implemented a variety of activities to keep spirits up.
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.
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?
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.
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.
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.
Explore three contemplative approaches to cultivating wellbeing during a time of crisis: mindfulness, mindful self-compassion and medical humanities.
Discover what we can do to care for ourselves, each other and our community.
Learn solutions and tools to assist leaders, health care staff, and providers with staying sane enough to care.
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.
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.
Rebranding organizational culture.
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).
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
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.
Service Week celebration is a highly coveted program designed to bolster engagement and recognize teammates and providers who strive for excellence consistently.
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.
Listen to the journey of one Occupational Therapist who made a transition in her career path due to burnout.
In a culture where empathy comes as easily as breathing, what comes next in the journey to improve experience?
This descriptive qualitative study was designed to increase our understanding of care as experience by various stakeholders in a nursing home.
This webinar describes a creative, cost-effective and benchmarked chaplaincy-led support program for clinical staff called Tea for the Soul.
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.
The Physician Shadow Process serves as a primer on communication best practices, which generates quick results and individualized suggestions that can immediately be incorporated.
Employee experience – particularly addressing the challenges and barriers staff face on a daily basis – is critical for any long term success.
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.
Hear Dr. Awdish’s personal transformation from critical care physician to critically ill patient.
Learn how to provide collaborative and fun working environment, thus decreasing caregiver burnout and improving colleague engagement.
Explore the current understanding of the experiences of clinician compassion fatigue and burnout and give the participants “antibodies” that can build resilience.
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.
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.
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
Hear insights toward enhancing competencies and presence at the bedside to eliminate human suffering.
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 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.
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.
This paper explores the value and impact of patient-physician communication in health care.
Articulate the meaning of suffering, and explore why we as caregivers are so afraid of it!
Learn how to identify relational characteristics of high-performing teams and to apply fundamental communication skills across the team dynamic.
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.
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.
Look at the impact of effectively managing these disruptive behaviors in both the inpatient and outpatient setting.
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
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.
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.
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.
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
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.
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.
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
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.
Identify specific techniques even the “busiest” clinicians can use to connect with patients and improve patient satisfaction performance.
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.
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.
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
This paper explores 8 experience professionals personal stories and provides insight into how these experiences impacted them both personally and professionally.
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.
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
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.
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.
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.
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.
This paper explores how the quality of staff interpersonal skills influences overall 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.
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.
Explores three “turn-arounds” of burnout consisting of concrete strategies based in PFE best practices.
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.
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.
Inspire all caregivers to think beyond their job titles and embrace their role as patient advocates.
Discover three interrelated practice concepts: delivering customer service, understanding the illness experience, and providing trauma-informed care supported by Patient-Centered Caring competencies.
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.
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.
Master relationship-centered communication to achieve breakthroughs in the patient and family experience and HCAHPS performance on Nurse Communication.
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?
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.
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.
Review the mindset, skills, work habits and approach to service that world-class employees have.
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
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.
Learn the skills to identify providers who can serve as service excellence champions and equip them with the necessary tools to coach peers.
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.
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.
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.
Gain knowledge in methods for improving HCAHPS, learn about rapid cycle measurement processes and implement sustainment strategies for ongoing success.
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.
Dean Clinic developed a shadow coaching program built on best practices to enhance the patient experience and improve patient satisfaction scores.
How do your employees help you gain insight into improving 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.
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.
Explore an approach to engaging physicians in the process of identifying and reducing overuse of services.
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.
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.
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
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.
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
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