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Bringing the critical conversation of the patient experience to you.

These interactive events are designed to: Be part education and learning, and part dialogue and solutions creation. Create the opportunity to learn from respected leaders about the important issues of service and culture in the healthcare environment. Connect you with colleagues and peers addressing the same issues – and generate solutions.


Presenting Sponsor:

Host Site:

Gold Sponsors:

Meal Sponsors:


October 30, 2014
9:00 AM - 5:00 PM

Host Site:

Virginia Mason
Volney Richmond Auditorium
1201 Terry Ave.
Seattle, WA, 98164


$250 Members / $300 Guests
Includes breakfast and lunch.

Make Connections with other patient experience leaders.
Be Inspired to continue the journey to improve patient experience.
Take Away New Ideas to enhance your patient experience efforts.

Register Now>>

This one-day program from The Beryl Institute brings together healthcare executives and leaders committed to improving the patient experience for their organization, facility or system. Through inspiring keynote sessions and hands-on learning opportunities, attendees will leave with an expanded network, renewed energy and actionable plans to implement immediately.

The Power of Community

By integrating interactive work groups, the agenda encourages community dialogue around patient experience topics. Participants will share their ideas and experiences and also learn from and build upon the thoughts and ideas of others.

9:00 AM - 5:00 PM
(Continental breakfast available beginning at 8:00 AM)

Welcome and Introductions
Morning Keynote: No Time To Care: Instilling Compassion Back Into Your Care in 60 Seconds or Less
Working Group Sessions
Networking Lunch
Working Group Reports and Discussion
Afternoon Keynote: Patient Environment is the Patient Experience
Summary and Call to Action
Tour of Virginia Mason

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Morning Keynote

Charles Kunkle
No Time To Care: Instilling Compassion Back Into Your Care in 60 Seconds or Less

Healthcare environments throughout America are overcrowded and the patients that use those services often encounter staff that are overworked and overwhelmed. Many healthcare professionals have become task-oriented zombies and have lost their ability to provide compassionate patient centered care. Staff members often tell patients that they don’t have the time to do the little things anymore. This program will show participants how easy it is to instill compassion back into practice in 60 seconds or less. Attendees will be able to identify patient behavioral factors and demonstrate an understanding of how to develop and use caring statements in daily practice.

Charles Kunkle MSN, CEN, CCRN, BC-NA is the Director of Emergency and Critical Care Services at St. Mary Medical Center located in Langhorne, Pa. Charles became the nurse manager of St. Mary’s emergency department in 2001, transitioning into the director position by 2005. He has over 20 years experience as a nurse and has held multiple positions in emergency medicine, pre-hospital emergency medical services, cardiothoracic intensive care units and honed his skills over the years practicing as a flight nurse. Charles was named nurse manager of the year by the Nursing Spectrum magazine in 2006 and was featured in RN magazine in 2007. He is a contributing editor and author for Lippincott Publishers and has been involved in many publications and books. Charles gained international recognition for passionately speaking about a fatal event that occurred in the emergency department of St. Mary Medical Center in 2005. In 2009, he launched Navigator Leadership, a leadership coaching and consulting firm designed to help promote results driven leadership education. His lectures embrace the turbulence and emotions that erupted from that traumatic event while trying to re-establish a safe environment for patients as well as staff. As a trusted nurse leader with proven experience in program development, quality patient care delivery, cost reduction and successful team building, he is happy to share his innovative concepts to enhance the patient experience.

Afternoon Keynote

Susan MazerSusan Mazer
Patient Environment is the Patient Experience

The patient experience is lived through a series of perceptions and expectations that sets apart treatment from care and has come to be devoid of caring and compassion unless required by organizational protocols. This presentation will provide the history of hospital care as consistently merging care with the environment of care. Looking through the lens of current practice, nursing theory and environmental psychology, the inseparable, unified relationship of the patient and the environment will be identified as primary and foundational to the experiences that occur. Stategies to manipulate the dynamic environment to be therapeutic and comforting will be provided with consideration to current regulations. HCAHPS obligations will also be discussed as they are expressed and lived in the patient and nurse relationship. The symbiotic acuity of the family member will also be discussed because the environment plays a critical role in informing the self-prognosis the family forms regarding what is happening.

Susan E. Mazer, is the President and Chief Executive Officer of Healing HealthCare Systems, Inc. (HHS) located in Reno, Nevada. She co-founded HHS with Dallas Smith in 1992, when they began producing the C.A.R.E. Channel, the first 24-hour healing environment channel for patient television. In doing the research required to optimize the effectiveness of the C.A.R.E. Channel, Susan looked into the auditory environment, its impact and how music and nature could improve patient outcomes. Subsequently, she has focused on hospital noise, its impact, methods for sustainable improvement and, as a by-product, speech privacy. Susan is a skilled facilitator in appreciative inquiry for organizational development and growth and cultivating a strength-based organization. Her doctoral research was in Human and Organizational Development with a concentration in Aging, Culture, and Society.



Presenting Sponsor Lunch Presentation:
Uncovering Staff Roadblocks to Deliver World Class Patient Experiences

Presented by
Gautam Mahtani
Co-Founder and Managing Partner
Customer Feedback Systems LP 


Tour Information
We invite you to conclude your Beryl Institute Roundtable experience by taking a tour of Virginia Mason Medical Center.

Volney Richmond Auditorium
Virginia Mason
1201 Terry Ave.
Seattle, WA, 98164

If arriving by air, please allow approximately 30 minutes for travel between Seattle-Tacoma International Airport and Virginia Mason.

View hotels near Virginia Mason.

Regional Roundtables offered by The Beryl Institute are eligible for Patient Experience Continuing Education Credit (PXEs) pending approval.

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