The Beryl Institute's On the Road series offers you a virtual guest pass to many leading healthcare institutions, uncovering the challenges and successes each face toward improving the patient experience.
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Director of Organizational Support
Greater Lawrence Family Health Center
Lawrence, Massachusetts
In his role, Jim oversees major projects for the Health Center including patient experience and service excellence improvement initiatives. He also directs the internal and external training department, developing and running trainings on such topics as team development, planning and management skill.
GUEST BLOGS Patient Experience Thoughts from Members of the Institute
Employee Perceptions are Key to Culture Dr. Sara Laskey, inaugural CXO for The MetroHealth System, discusses how employee perceptions are building blocks that make up the experiences we create for all who interact with our organizations.
Preventing Burnout: Investing in Your Staff Julie Danker, Chief Experience Officer for Smart-ER, explains the universal truth of burnout, how it impacts an employee’s self-esteem and productivity and what leaders need to encourage every employee to do.
Wait Time Reality Check: The Convergence of Process, Perception, and Expectation
In an effort to improve patient experience, a framework was developed to examine patient satisfaction as a function of expectations, perceptions, and reality. This paper provides insight into the framework developed, case studies illustrating its effectiveness and insights as to how it can be applied at any healthcare organization to improve patient satisfaction.
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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