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email : Webview : Patient Experience - Year in Review 2014The Beryl Institute

Patient Experience Conversation Continued to Expand in 2014
Over 27,000 people around the world have joined the patient experience movement by accessing The Beryl Institute's resources and connections to guide improvements in their organizations. As a member of the Institute, you have direct connection to the largest community of healthcare leaders committed to improving the patient experience and access to a growing number of leading resources that will support you in leading a positive patient experience effort for your organization. We thank you for your continued engagement and support.

The following resources were added to our growing library in 2014:

5 RESEARCH REPORTS
Complimentary for Members and Guests.
Readmissions in the Era of Patient Engagement UCLA Health, Los Angeles, California	> Click here to access all Research Reports
The Impact of Organizational Culture Training on Patient-Provider Communication Methodist Le Bonheur Healthcare, Germantown, Tennessee
PFACs: Where's the Money? The Financial Impact on Hospitals Joan's Family Bill of Rights, Los Angeles, California
Effects of a Mindfulness-Based Stress Reduction Program on Cardiac Outpatients WellSpan Center for Mind/Body Health and WellSpan Preventive Cardiology, Gettysburg, Pennsylvania
Medical School Focus on the Patient Experience Joan's Family Bill of Rights, Los Angeles, California

6 WHITE PAPERS
Included with Premium and Standard Membership; $29.95 each for Guests.
Defining Patient Experience	> Click here to access all White Papers
An Invisible Barrier to Compassionate Care: The Implications of Physician Burnout on Patient & Family Experience
The Power of Selection and the Use of Talent in Driving Exceptional Patient Experience
The Association between Patient Experience and Hospital Financial Performance in a Pay for Performance Environment
The Chief Experience Officer - An Emerging & Critical Role
The Power of Person-Centeredness in Long-Term Care: A View Across the Continuum (Coming soon)

*9 ON THE ROAD* FEATURE STORIES**
Complimentary for Members and Guests.
Each Person. Every Moment. Better Never Stops. Virginia Mason Health System, Seattle, WA
Designing Better Experiences with Patient and Family Involvement Boston Children's Hospital, Boston, MA
The Power of Collaboration in Patient Experience Improvement Value Health Partners, Spectrum Health, Grand Rapids, MI
An Integrated Approach to Patient Experience Performance through "One Experience" Carolinas HealthCare System, Charlotte, NC
Linking Community & Clinical Excellence for a Positive Patient Experience Cape Regional Medical Center, Cape May Court House, NJ
The Power of People in Patient Experience Performance Henry Ford West Bloomfield Hospital, Detroit, MI
Being Better Together: Creating High Reliability and Experience Excellence Cincinnati Children's Hospital, Cincinnati, OH
Reinforcing "I am the Patient Experience" Presbyterian Healthcare Services, Albuquerque, NM
> Click here to access all On the Road Feature Stories

11 CASE STUDIES

Complimentary for Members and Guests.

Creating a Caregivers Support Program to Improve the Patient and Family Experience
Northern Westchester Hospital, Mt. Kisco, NY

Reducing Patient Anxiety and Improving Patient Knowledge
Dartmouth-Hitchcock Medical Center, Lebanon, NH

Improving the Delivery of Patient Health Education
University Hospitals Ahuja Medical Center, Beachwood, OH

Engaging Patients and Caregivers in Design and Evaluation: A Path to Better Outcomes
Bridgepoint Active Healthcare, Toronto, ON, Canada

Enhancing Staff and Provider Communication Skills to Improve the Patient Experience
California Health Care Safety Net Institute, Oakland, CA

Reducing Hospital Noise and Improving the Patient Experience Using Relaxation Programming for Patient Television
Tuality Healthcare, Hillsboro, OR

Improving the Veteran Experience through Engaged Leaders, Accountability and Timely Voice of the Veteran Feedback
VA Greater Los Angeles Healthcare System, Los Angeles, CA

Using Mobile Apps to Provide Patient Information to Improve the Patient Experience
Trinity Mother Frances Hospitals & Clinics, Tyler, TX

Putting the Voice of the Patient in Patient Experience
Saint Francis Health System, Tulsa, OK

Introducing a "Client and Family Voice" Initiative
VHA Home HealthCare, ON, Canada

Using Video to Give Patients with Mental Illness a Voice
North Bay Regional Health Centre, ON, Canada

> Click here to access all Case Studies

10 PATIENT EXPERIENCE TOPIC CALLS
Premium Members have exclusive access to Topic Call participation, replays and supporting material.
How are you educating staff and what training are you providing in medical practices to improve the patient experience?
How are you using experienced based design to better understand the experiences of those delivering and receiving healthcare services?
How do you ensure the best fit when hiring new talent?
How are you engaging leaders at all levels in your patient experience efforts?
How do you effectively work through difficult patient situations?
How do you partner with physicians on PX efforts?
What are you doing to engage the nursing staff in your patient experience efforts?
What are you doing to ensure leaders have the time to commit to PX efforts?
How are you addressing environmental factors in your organization − noise, cleanliness, etc.?
What are your PX Priorities for the year ahead? What will support your efforts? What will be roadblocks to success?
> Click here to access the complete Topic Call Archive

22 PATIENT EXPERIENCE WEBINARS
Participation in live webinars is included in Premium Membership; $99 each for Standard Members and Guests. Premium Members also have access to the complete archive of webinar replays; $120 each replay for Standard Members and Guests.
Questioning Protocol: How to Build a High Performing Healthcare Team Focused on the Patient Experience Randi Redmond Oster, Crohn's Parent & Author of Questioning Protocol
Beyond the Resume: How Scientifically Selecting your People Strategically Impacts the Patient Experience Holly Olson, Senior Research Associate and Paul Marsolek, Client Lead, Talent Plus
Improving Outcomes by Viewing Care Through The Eyes of Patients and Families Michelle Bulger, PFCC Innovation Center
The SPIRIT Approach: A Children's Hospital's Strategy to Deliver High Quality, Safe and Memorable Healthcare Experiences Deborah Smith and Susan Sweeney, Baystate Children's Hospital
The Missing Ingredient: Effective Internal Communications Lynne Cunningham, Studer Group
The Journey to Improving the Patient Experience: Utilizing Patient/Family Advisors in an Academic Medical Center Sharon Cross, Ohio State University Wexner Medical Center
Bust Your Assumptions About What Matters to Patients Susan Haufe and Jennifer Phillips, Virginia Mason
A Collaborative Approach to Rapidly Improve the Patient Experience in a Large Clinic Organization Janet Wied and Steve Bergeson, MD, Allina Health
Nine Spiritual Principles for Patient Experience David Carl, Carolinas HealthCare System
Medicine as Noble Work: For Physician Champions, Leaders, Individual Physicians and Patient Experience Strategists Carla Rotering, MD, Language of Caring®
Mission Control: Driving Patient Satisfaction by Transforming the Caregiver Experience Greg Berney and Chaise Camp, Cone Health
Work Like You Own It! Six Habits of Service Superstars Dr. Bryan K. Williams, D.M., B.Williams Enterprise, LLC
Improving the Patient Experience in Medical Groups, Clinics and Physician Practice Jason A. Wolf, Ph.D., The Beryl Institute, Barbara Lewis, MBA, Joan's Family Bill of Rights; Panelists include: Adrienne Boissy, MD, MA, Cleveland Clinic; Bethany Copley, Banner Medical Group & Banner Health Network and John Fasolino, MD, Mayo Clinic Arizona
Patient Experience Puzzle: Creating Your Own Vision Oakleigh Ryan, Whiton House, LLC
The Dirt on Hospital Cleanliness Christine Foore and Nicholas Frolio, WellSpan Health - York Hospital; Tracy Lee and Charlie Altemose, WellSpan Gettysburg Hospital
Perspectives on Patient Experience: A Dialogue on the Future of the Experience Movement Wendy Leebov, Language of Caring; Tony Padilla, UCLA Health; Carol Santalucia, CHAMPS Patient Experience and Paul Westbrook, Inova Health System
Understanding the US Health Care System in 1 Hour Nathan Moore, Washington University
Getting CLUED IN to the Patient Experience Jane Mericle, Nemours - A Children's Health System and Lou Carbone, Experience Engineering
What is Standard Deviation and Why Should I Care? Linda Melillo, Spaulding Rehabilitation Hospital Cape Cod
Quiet at Night HCAHPS Scores: Understanding What's Really Hurting You Gary Madaras, Making Hospitals Quiet
Debunking Common Myths about Service Recovery Carol Santalucia, CHAMPS Patient Experience
Change is Good, Let Us Show You Why! Implementing Processes to Drive Patient Experience Improvement Pam Duke and Candi Kles, Athens Regional Medical Center
> Click here to access the complete Webinar Archive

6 VIRTUAL CONFERENCES
Participation in live virtual conferences is $250 for Members and $300 for Guests. Access to virtual conference replays is $300 for Members and $350 Guests.
Diversity and Cultural Competence
Technology and Social Media in Healthcare
Patient Advocacy
Patient Voice
Communication
Physician Engagement
> Click here to access the complete Virtual Conference Archive

9 PATIENT EXPERIENCE LEARNING BITES
Premium Members have exclusive access to learning bites.
Empathic Communication: Three Strategies for Making It an Always Event Presented by Jill Golde, Partner, Leebov Golde Group
Service Recovery and Apology: Getting it Right Presented by Andrew Gallan, Assistant Professor, DePaul University
The 3 Keys to Transforming Care Delivery Presented by Michelle Giarrusso, Director, PFCC Innovation Center of UPMC
The Nurse/Patient Partnership Presented by Kristin Baird, President/CEO, Baird Group
The Art of Empathetic Listening Presented by Tony Padilla, Chief Experience Officer, UCLA Health
What Healthcare Can Learn from Others Presented by Richard Corder, Assistant Vice President, CRICO Strategies
Why Patients Come Second Presented by Paul Spiegelman, Chairman and Founder, The Beryl Institute
The Skill of Empathy: RLR2 − Read, Listen & Respond Reflectively™ Presented by Diane Rogers, President, Contagious Change™
Defining the Patient Experience Presented by Jason A. Wolf, Ph.D., President, The Beryl Institute
> Click here to access the Learning Bite Library

3 PATIENT EXPERIENCE EVENTS
Members saved a total of $250 off registration fees.
Patient Experience Conference 2014 in Chicago, IL
Patient Experience Regional Roundtables in Boston, MA and Seattle, WA
> View details for Patient Experience Conference 2015

15 PATIENT EXPERIENCE BODY OF KNOWLEDGE COURSES
This comprehensive learning program provides a real-world framework to improve performance and addresses the knowledge and skills associated with being an effective patient experience professional. Each BOK Course consists of three parts:
Part 1: On-demand learning session providing comprehensive content overview
Part 2: Facilitated virtual classroom offering the ability to discuss practical application
Part 3: Online domain learning community for ongoing support
> Click here to access BOK Courses

Other 2014 highlights include the introduction of the Resource Advisory Board, Patient Experience Leadership and Patient Advocacy Certificate Programs, the Physician Community, Patient Experience Listservs, Website Content Categories and the release of Volume 1, Patient Experience Journal. We also welcomed patient advocates from what was formerly known as the Society for Healthcare Consumer Advocacy (SHCA) into the Patient Advocacy Community of The Beryl Institute.

The Institute supported 10 new patient experience grants and four scholars and announced our expansion to patient experience excellence into long-term care. We also celebrated the first annual Patient Experience Week, honoring patient experience professionals for the work they do every day. As we look to 2015, the Institute will strive to continue our growth as a community encouraging and supporting the dialogue among individuals impacting each touch point in the care experience.

The Beryl Institute

Special thanks to our Supporting Partners. These organizations have contributed to the future of the field by supporting the continued growth of The Beryl Institute as the global community of practice on improving the patient experience.

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