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The Beryl Institute
We are excited to announce a series of upcoming webinars dedicated to helping you and your organization on the patient experience journey. Introducing the Patient Experience Headliner Webinar Series, these complimentary webinars feature prominent patient experience thought leaders on a variety of topics sharing proven practices and strategies to implement in your own organization.
Headliner webinars are open to all, including The Beryl Institute members, guests and other interested healthcare professionals. 2015 Patient Experience Headliner Webinars include:
February 26, 2-3 PM ET
Words That Transform the Patient Experience
Presented by Wendy Leebov, Partner, Language of Caring, LLC

The words we use to advance our patient experience strategies have a powerful impact on our aspirations, team engagement and our results. Language has the power to shift the conversation and is a key ingredient in transforming the patient, family and care team experience. In this session, you will find keywords that propel your patient experience conversations, instead of limiting your capacity for breakthroughs. You will also identify concrete language skills and words that enable employees and physicians to build relationships quickly and strengthen engagement and partnership and communicate with empathy and compassion to reduce patient and family anxiety and suffering. Participants will come away with strategies for engaging the entire healthcare team in choosing and using language that elevates the patient experience to a breakthrough level.
> Access the Replay
April 28, 2-3 PM ET
The State of Patient, Resident and Family Experience: A Review of Global Efforts Across the Continuum of Care
Presented by Jason A. Wolf, Ph.D., President, The Beryl Institute

In continuing its research on the state of patient, resident and family experience in healthcare globally, The Beryl Institute continues to explore and define the opportunities and issues facing healthcare today. Now it is third iteration, this research continues to expand and provides a unique ability to uncover and track significant trends. This session will highlight the findings of this effort and the data presented will afford a comprehensive look at the state of experience, inform us of key priorities and present significant practices. Along with the data, Jason will also place the findings in the context of what is happening in healthcare today to drive the best in experience outcomes and offer actionable recommendations for those looking to provide excellence in the healthcare experience for all they care for and serve.
> Register Now
July 23, 2-3 PM ET
Leading a 5 Star Team
Presented by Dr. Bryan K. Williams, D.M., Chief Service Officer, B.Williams Enterprise, LLC

This session will review the leadership skills and competencies needed to lead a 5-star caliber team. Special emphasis will be placed on proven techniques and processes used by highly effective leaders worldwide. During this session, you will learn how to build a team of highly engaged employees, 11 Non-negotiables of 5-star leaders, becoming a leader that others want to follow and communicating the purpose of each person’s role.
> Register Now
September 17, 2-3 PM ET
Disney Meets Deming: Going from Good to Great in Quality and Patient Perceptions through Experience Based Improvement
Presented by Fred Lee, National Speaker and Author, If Disney Ran Your Hospital - 9 1/2 Things You Would Do Differently

This session presents a thought-provoking exploration of a major blind spot in Lean, Six Sigma, PDSA and clinical pathways. Advocated by W. Edwards Deming and practiced at Disney, yet rarely used in hospitals, it’s called Experienced Based Improvement. Participants will learn under five premises: we have reached the ceiling in how much we can improve patient satisfaction scores by simply hardwiring universal service expectations; the HCAHPS does not measure the patient’s experience and cannot tell us how to go from good to great; to break out of the percentile pack we will need to change our approach and our priorities compared to what everyone else is doing; the most important variable in going from good to great in either clinical quality or patient perceptions is not being taught, measured, or coached; and scores do not motivate staff. Stories do.
> Register Now

Most webinars offered by The Beryl Institute are eligible for one Patient Experience Continuing Education Credit (PXEs) pending approval.
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The Beryl Institute | 3600 Harwood Road | Bedford, TX 76021
www.theberylinstitute.org

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