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The Beryl Institute | Patient Experience Monthly
ON THE ROAD 

This month we explore some of the most significant results of this year’s State of Patient Experience research through practices seen in previous On the Road features. Specifically we address  the continued opportunity for definition in our patient experience efforts, the recognition that leadership and culture are central to patient experience success, the growing commitment to increase patient and family voice and engagement and the emerging realization that experience is not just a nice idea about making people happy, but a driver of clinical excellence as well. Through excerpts of our visits we share what these ideas look like in practice. 
CASE STUDY 

In efforts to achieve a higher level of communication across the patient’s entire care continuum, Barrow Neurosurgical Associates used a tablet-based automated recording system to produce video recordings accessible by patients through a patient web portal and available to be watched within minutes of leaving the doctor’s office.  

CASE STUDY 

 In order to surround their patients' experiences by a culture of service throughout the healing process, El Camino Hospital conducted a comprehensive organizational assessment that included a customized roadmap with recommendations tailored to their current status and future objectives.  

MEMBER SPOTLIGHT
Chief Quality and Experience Officer
San Mateo Medical Center
San Mateo, California

In her role, Alpa supervises the nurses and managers in the department of Quality, review Quality data and strategic planning for quality outcomes. She established the department of patient experience. In addition, she reviews her organization's survey data and shares it with the staff and executive team. She is developing the strategic plan for her organization towards becoming a patient-centered organization.

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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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