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| ON THE ROAD
#ToCareisHuman
The 2019 Patient Experience Conference
For three days, participants of the 2019 Patient Experience Conference came together to engage, learn, rejuvenate and be empowered with new information, new contacts and support from a growing global patient experience community.
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| CASE STUDIES
The Power of Responsiveness: Impacting Patients’ Perception of Frequency of Nursing Care through a United Team of Caregivers
Colby Trane, Nurse Director of the Medical/Surgical Unit at Chandler Regional Medical Center in Chandler and his team set out to move the mark on responsiveness in a huge way to change his patients’ perception of how often they saw their nurse.
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| Zeroing-in on Health Literacy: How Enhanced Explanations and Improved Comprehension Can Reduce Patient Anxiety and Fear
Brandon Parkhurst, M.D., Adult Primary Care Service Line Medical Director for Marshfield Clinic Health System (MCHS) became aware of communication gaps between staff and patients. Knowing that poor health literacy is a leading root cause of adverse outcomes, MCHS placed effort into training staff on these two techniques as the framework for communication improvement.
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MEMBER SPOTLIGHTS
As part of our PX Week celebrations, we celebrate healthcare staff who impact the patient experience every day, we highlight members from specific roles across the continuum to help you get to know other faces in the patient experience community.
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Victoria Baskett, CPXP
Director, Patient Experience
Wayne UNC Health Care
Goldsboro, North Carolina
In her role, Victoria oversees Carolina Care at Wayne UNC, the system-wide model for patient experience. She also manages the complaints and grievance system and serves as the organization’s Civil Rights Coordinator.
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| Jerry A. Mansfield
Executive Chief Nursing Officer and Chief Patient Experience Officer
Medical University of South Carolina Health
Charleston, South Carolina
In his role, Jerry is accountable for the practice of nursing across all clinical delivery sites. He was appointed as the first executive level leader for nursing and patient experience at their Magnet Designated (2015) health system.
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| Dwight W. McBee MBA, BSN, RN, CPXP
Chief Experience Officer
Temple University Health System
Philadelphia, Pennsylvania
In his role, Dwight is responsible for executive oversight of the Office of Patient Experience which develops strategies aimed to enhance the patient experience, manages complaints and grievances and operationalizes new initiatives to ensure the best care experience for patients and families.
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| Jennifer R. Purdy, LCSW
Executive Director for Veterans Patient Experience (VA PX)
US Department of Veterans Affairs
Washington, DC
In her role, Jennifer provides strategic direction and oversight for executing the goals, objectives, resource assignments and expected outcomes of all activities related to VA PX. She has ownership over advance PX objectives which include identifying strategies, initiating action, directing work and setting goals for all PX projects and activities.
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| GUEST BLOG
Patient Experience Thoughts from Members of the Institute
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| The Benefit of Purposeful Hourly Rounding
Brian Bustoz, project manager of patient satisfaction and Alicia Hernandez, MSN, RN, administrative director of nursing, acute care services at Harris Health System’s LBJ Hospital shares their story of purposeful hourly rounding and how it can help improve the patient experience.
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| Leveraging Technology and Innovation to Improve the Patient Experience
Taylor Carol, Founder of Zott, shares how focusing on distraction therapy and other methods of engaging patients impacts patient satisfaction.
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| NEW ORGANIZATIONAL MEMBERS
A special welcome to the following organizational members who recently joined The Beryl Institute community, representing the highest level of commitment to build and sustain a culture of delivering patient experience excellence.
- UK HealthCare - Lexington, Kentucky
- Scarborough Health Network - Scarborough, Ontario
- Lawrence General Hospital - Lawrence, Massachusetts
- Hamilton Medical Center - Dalton, Georgia
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| 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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The Beryl Institute | 1560 E Southlake Blvd, Ste 231 | Southlake, TX 76092
www.theberylinstitute.org |
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