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The Beryl Institute | Patient Experience Monthly
ON THE ROAD 

Our latest On the Road took us to Stanford Health Care in Palo Alto, California. The visit provided a powerful view of how Stanford Health Care is working every day to ensure the focus of an unwavering commitment to the human experience remains central to their work. At the core of their effort is the C-I-CARE program, a culture change reinforcing the idea that every interaction matters.  
CASE STUDY 

Carroll Hospital shares how providing a digital nurse-rounding solution addressed suffering patient satisfaction and improved the patient experience, HCAHPS scores and the overall quality of care. 
MEMBER SPOTLIGHT
Chair, Emergency Medicine/Medical Director, PX
Edward Elmhurst Health
Naperville, Illinois

In his role, Tom is a physician liaison to his organization's Patient Experience department. He offers clinical insights, plants seeds with the medical staff, assists with system-wide PX improvement projects and brings a people-centered perspective to leadership meetings. He strives to actively promote the triple aim and improve brand loyalty through exceptional service.
GUEST BLOGS
Patient Experience Thoughts from Members of the Institute
When Hospitality Meets Healthcare: A Personal Reflection
Sven Gierlinger, VP, Chief Experience Officer at Northwell Health, shares his personal healthcare experience story and how we have the opportunity to change the way we view healthcare, focusing on the first and lasting impressions that create consistency in the patient experience.  
Service Recovery in Healthcare
Rhonda Ramos, Patient Experience Manager at UPMC Pinnacle Hanover, shares how they were able to adopt a communication strategy, the basis of all healthcare interations, to empower employees to take ownership to handle service recoveries. 
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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