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Patient Experience Advisory Services Directory
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Connect with experienced resources to assist in your patient experience efforts.

The Patient Experience Advisory Services Directory serves as the go to resource for identifying patient experience experts to support organizational improvement in addressing patient experience issues. Listed organizations have active members of The Beryl Institute, established records of consulting healthcare organizations with proven results and patient experience related credentials from healthcare or other related industries.

Click on an organization below to learn more about their expertise or to contact them directly for more information.


A. Woodward & Associates causes breakthrough results for healthcare organizations by helping your physicians and staff connect with their passion for making a difference for patients. With their expertise in Customer Service, Employee Relations and Organizational Communications they can help you create a healing environment where your patients, staff and physicians all feel valued.

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The Baird Group helps organizations achieve sustainable improvements in patient experience and employee engagement. The Baird Model is a proven approach to engage all levels of the organization in building buy-in and creating processes and systems that promote ownership and accountability. The model is based on a custom approach, thorough analysis and in-depth reporting and action planning and strategy.

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Baptist Leadership Group shares best practices and provides Patient Centered Excellence Consulting where the patient is the center of everything they do. Baptist Leadership Group is a consulting practice owned by Baptist Health Care. Their parent, Baptist Health Care, has received national recognition and awards for quality and patient satisfaction including the 2003 Malcolm Baldrige Award Winner.

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CHAMPS Patient Experience, in partnership with Carol Santalucia, a nationally recognized leader in patient experience, provides a variety of services that are proven to enhance your organization’s patient, employee and family healthcare experiences. They believe that providing an optimal patient experience not only makes sense intuitively but also leads to improved healthcare outcomes, increased patient loyalty and an enhanced financial position for clients.

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Creative Health Care Management helps heath care organizations expand capacity without increasing staff by empowering, engaging and inspiring staff. They help health care organizations across the world to transform their cultures into those that provide an unmatched experience for their patients, families and colleagues in all disciplines.

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Experience Matters, launched by Nina Setia, patient experience leader and coach, was designed to provide expertise to healthcare professionals and organizations in order to improve the experience of patients and their families, physicians and employees.

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Fast Forward Consulting helps CEOs connect the dots that start healthcare movements. Principal Anthony Cirillo's article, The Chief Experience Officer, helped propel the Cleveland Clinic forward in creating an office of patient experience and hiring the first CXO in the country. Fast Forward believes the experience is the marketing. They examine it holistically and then help you leverage it in your marketing, in short, helping you change the experience and tell your story. In so doing, you create create employee and customer ambassadors, decrease turnover, decrease spending on marketing while increasing revenue.

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Gelb Consulting supports healthcare organizations in envisioning new models of care. They are pioneers in uncovering the functional and emotional needs of patients, families, employees and referring physicians. Using their experience mapping approach, they identify key activities and assess performance across all touchpoints to create recommendations for real business value.

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Committed to improving the healthcare experience, The hArt of Medicine™ program gets to the hArt of the experience; the interaction and relationship patients, family and clinicians have with each other. Poised to stimulate, inspire and empower, the program is designed to: engage the clinician, transfer the learning and improve the experience.

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Healing Healthcare Systems develops tools that use music as environmental design in the healthcare setting and provide technical and educational support based on its implications for the patient experience. The organization was founded in 1992 by Susan Mazer and Dallas Smith, two acknowledged pioneers in the use of music as environmental design for healthcare facilities.

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Driven by a passionate commitment to strengthen humanism in healthcare, Language of Caring helps healthcare organizations and healthcare professionals create and sustain healing experiences and positive outcomes through powerfully effective, caring communication. Language of Caring offers a rich array of services and programs for hospitals, health systems, health plans and medical practices, and long-term care—all custom-designed to enhance the patient, family and employee experience.

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If you need to reduce noise, increase your quiet-at-night HCAHPS score and increase the associated reimbursements your healthcare facility receives from Medicare, the Making Hospitals Quiet program is holistic and utilizes behavioral, procedural and architectural assessments and interventions as well as cutting edge technology to achieve total sound quality, fewer patient complaints, greater staff accuracy and improved patient experience.

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With over 70,000 Healthcare Mystery Shops and 300,000 employee service evaluations, Perception Strategies is a proven leader in patient/consumer perception research. We create customized healthcare secret shopping studies preferred by some of the best healthcare systems in the country – The Cleveland Clinic, Johns Hopkins, Northwestern Memorial, Henry Ford and many more.

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Tower, a nationally recognized consulting firm, develops strategies and roadmaps for the ideal patient experience marrying onsite activities with tools (web, mobile, social media, etc.) that engage patients and their caregivers throughout all the care continuum. The goal is true patient-centered care and population health through process optimization and patient empowerment. Tower specializes in creating an enterprise vision that unites Marketing, IT, Operations and Clinical.

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TPG Experience, LLC partners with organizations that reach a turning point in the customer experience. They are experts in strategy, design and implementation of customer experiences that tie to your brand and are uniquely yours. They stay with you as you implement so that the change sticks and results are reached.

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Please contact listed organizations directly to inquire about services by completing the brief form at the bottom of the organization profile page. The Beryl Institute does not play a role as broker in any arrangement, rather it is a decision reached directly between an organization and provider. The Beryl Institute is in no way responsible for the outcomes of any work agreed upon between client organization and resource provider.

Interested in being featured on the Patient Experience Advisory Services Directory?
Click here for application information.

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