Webinars offer a unique opportunity to participate and learn. 

Upcoming Webinars

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2013 Webinars   June 13, 2-3 PM ET How to Be a Powerhouse Change Agent for the Patient Experience Presented by Wendy Leebov, President, Leebov Golde Group Patient experience champions worldwide are acting as change agents who inspire and engage others to embrace and enhance the patient and family experience through their own actions. In this webinar, drawing on Malcolm Gladwell’s landmark book The Tipping Point, Wendy will address how you can use your power and influence to engage others and advance the patient experience in your organization – in ways that are infectious and sustainable. She will also discuss how you can lead the way to the tipping point—the point at which your organization’s strategies stick, becoming consistent and sustainable. Included with membership; $99 for guests. > Register Now (Members click here for faster registration.) June 25, 2-3 PM ET Enhancing the Patient Experience through Shadow Coaching* Presented by Linda Sparks, Manager, Patient Relations, Betty Schwarz, Service Excellence Specialist, and Heather Allen, Service Excellence Specialist, Dean Clinic Dean Clinic developed a shadow coaching program built on best practices to enhance the patient experience and improve patient satisfaction scores. Our shadow coaches have performed over 500 shadows. The program continues to demonstrate its effectiveness in assisting providers and staff to improve the patient experience. Since the inception of the program, CG CAHPS patient satisfaction scores have risen quarterly. Participants will recognize the importance of the patient’s perception of their healthcare interactions and experience. By identifying lessons learned and pitfalls to avoid, participants can develop strategies to build and develop sustainable shadow coaching programs.Included with membership; $99 for guests. > Register Now (Members click here for faster registration.) July 11, 2-3 PM ET The Magic of Engagement: Inspired Leadership at All Levels* Presented by Brian Lee, Chief Executive Office, Custom Learning Systems This presentation explains how to unleash the power of enthusiastic, empowered frontline staff and to successfully recruit and engage your staff. Brian will show you how to overcome previous concerns they may have about disconnected higher-ups. You will learn to design and implement the single most powerful best practice that will motivate employees to go the extra mile, especially in dealing with customer/patient problems and complaints. The creation of your own customized Service Excellence Train- the- Trainer program to empower your Frontline Leaders to teach and motivate their peers will be explained. Finally, you will achieve a tipping point to gain buy-in and ownership from a critical mass of leaders and engage, empower and transform everyone to deliver loving compassionate service. Participants will learn to inspire, motivate and persuade frontline staff to shift their focus from managing to leading.Included with membership; $99 for guests. > Register Now (Members click here for faster registration.) July 25, 2-3 PM ET Optimizing the Patient Experience: Music and Nature at the Bedside* Presented by Susan Mazer, President/CEO, Healing HealthCare Systems, Inc. While providing a healing environment is a tenet of patient care, there are compelling reasons for accounting for what patients see and hear while confined during hospitalization. This presentation provides the theory, research, outcomes and actionable steps to adding music and nature as a means of not only improving the patient experience but, equally important, reducing stress, minimizing delirium, minimizing the negative impact of unavoidable noise, improving restfulness and sleep and improving both staff and patient satisfaction. Participants will be able to identify benefits of distraction therapy, understand characteristics of natural and unnatural environments and utilize the benefits of music as a means of reducing noise perception. Included with membership; $99 for guests. > Register Now (Members click here for faster registration.) September 5, 2-3 PM ET Improving the Patient Experience through Hospitalist and Nursing Engagement* Presented by Cathy Utne, Director of Patient and Guest Services, Fairview Southdale Hospital and Nancy Dezellar Walsh, Consultant, Dezellar Walsh Consulting Fairview Southdale Hospital has developed a process to engage hospitalists and nursing staff on its medicine unit. The phases included design, training, measurement and reinforcement. This training included an overview of the current patient satisfaction results, the best practices, viewing of a short video of the demonstration of the behaviors, the measurement process and accountability plan. This process is now being replicated at the other hospitals in the system. It has demonstrated significant success in the specialty clinics where one site improved from 1st quartile to 4th quartile in the leading indicator in just four months’ time. Participants will gain knowledge in methods for improving HCAHPS, learn about rapid cycle measurement processes and implement sustainment strategies for ongoing success. Included with membership; $99 for guests. > Register Now (Members click here for faster registration.) September 24, 2-3 PM ET Patient Navigation: A Program to Enhance the Patient Experience and Impact the Bottom Line* Presented by Carol Santalucia, Vice President, CHAMPS Patient Experience This presentation will focus on the growing field of patient navigation and the critical impact on healthcare organizations. The impact to the patient experience will be explored, as well as a demonstration of the positive ROI. The presentation will also outline how navigation fulfills the new Commission on Cancer’s standards. The value of patient navigation to provider organizations, payer organizations and to the community will be demonstrated. By the end, the participants will understand the history of patient navigation, including its origin and components.Included with membership; $99 for guests. > Register Now (Members click here for faster registration.) November 21, 2-3 PM ET Engaging Faculty and Staff in the PFCC Philosophy Using Patient Satisfaction Surveying Instruments* Presented by Bernard Roberson, Administrative Director of Patient-and-Family-Centered Care, Georgia Health Sciences; Erica Steed, Manager, Family Services Development, Georgia Health Sciences and Naomi Williams, Patient Advisor, Georgia Health System Many times healthcare professionals confuse PFCC with patient satisfaction and customer service. Our experience is that PFCC is the bigger picture, engaging and empowering patients to become partners in health. Patient advisors work directly with faculty and staff to analyze data presented on patient satisfaction. Patient advisors helped to see situations though different lenses. They looked at ways to make changes from personal experience not from a medical, educational or technical theory. GHS Medical Center faculty and staff appreciate that involving family members in all aspects of care increases the practice of PFCC, increases patient satisfaction, decreases length of stay and increases quality and safety. Participants will be able to communicate the correlational difference between PFCC and patient satisfaction. Included with membership; $99 for guests. > Register Now (Members click here for faster registration.) *Part of the Patient Experience Conference 2013 Encore Webinar Series. These webinars showcase a variety of patient experience topics and include some of the highest rated breakout sessions from this year's conference in Dallas.

 

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Webinar Archive 

Access to the complete library of past patient experience webinars is included with membership to the Institute. Guests can purchase individual replays for $120 each. Not a member? Join Now.

    

 

Building a Solid Business Case through Patient Empathy Caryn Esten, Froedtert Health John McKeever, Gelb Consulting            Playing Archimedes: Using Levers to Deliver Consistently Exceptional Patient Experiences Patrick Herson, MD, Fairview Medical Center Nancy DeZellar Walsh, RN, MS, DeZellar Walsh Consulting Micah Benson, TruthPoint   Kaizen for Improved Patient Satisfaction: The Experience of an Academic Cancer Center  Lynn Levandowski and Julie Berkhof, University of Rochester Medical Center, James P. Wilmot Cancer Center  Multi-prong Intervention to Improve Patient Engagement at a Hospital Alan Dow, MD, MSHA, and Aaron Anderson, Ph.D., The Frontier Project   Framing the Patient Experience as a Clinical Initiative Judy Taylor, RN, MSN, Elks Rehab Hospital        Care Cards: The Impact of Meaningful Conversation and Understanding Patient Preference Mandy Wearne and Janet Butterworth, Inspiration NW, United Kingdom  You Cannot Manage Perceptions in the Same Way You Manage Outcomes Fred Lee, Author       Achieving Patient Experience Excellence through Cultural Transformation Rhonda Dishongh, Memorial Hermann Qaalfa Dibeehi, Beyond Philosophy Engaging Physicians in the Patient/Provider Experience Daniel Arguello, Banner Health Diane Rogers, Contagious Change LLC  The Role and Perception of Privacy and its Influence on the Patient Experience Susan Mazer, Healing Healthcare Systems, Inc.       Exploring Bright Spots: Learning from the Nation's Leaders in Providing Exceptional Patient Experiences Kim Bordenkircher, Henry County Hospital Teira Gunlock, PRC, Inc John Gnida, PRC, Inc. A Roadmap to Driving Exceptional Experiences in Care Kathy Dutton, Kevin Hill, and Kim Blanton, Office of Patient and Family Experience, Vidant Medical Center How Reid Transformed Culture and Raised HCAHPS 40 Points By Engaging the VOICE of Patients and Employees Kay Cartwright, Reid Hospital Richard Strand, Customer Focus   Families in the ICU, Oh My! The Development of the Family Care Partner Role in a Level One Trauma Center Sherry Smith, Memorial Health University Medical Center Managing Tradeoffs between Patient Experience and Clinical Quality - Evidence from US Hospitals Aravind Chandrasekaran and Claire Senot, The Fisher College of Business at The Ohio State University   The Hospital Noise Project: Lessons on Addressing Noise from 241 U.S. Hospitals Gary S. Madaras, Making Hospitals Quiet Nan Apps, Bassett Healthcare Creating and Sustaining a Culture of Service Lynn Ehrmantraut and Julie O’Shaughnessy, Avatar International LLC PFCC: Beyond the Hospital Walls Erica Steed and Naomi D. Williams, Georgia Health Sciences Cancer Center Concierge Care: Service with (Much) More than a Smile Tria Deibert, Meridian Health     Anxiety Reduction: The Key to Breakthroughs in the Patient and Family Experience Jill Golde and Wendy Leebov, Leebov Golde Group Implementing Technology to Improve Patient Experience Scores Carmen Natale, Summa Health System Shara L. Cohen, Emmi Solutions Transforming Care: The Patient and Family Centered Care Methodology and Practice Michelle Giarrusso, PFCC Partners, The Innovation Center of UPMC     Enhancing the Patient Experience through Spotlighting Anne Mendoza, St. Joseph Heritage Healthcare   Secrets to Showstopping Patient Experience Marcie Stern, Marcie Stern & Associates   Patient Experience - A Doctor's Journey Latha Raja Shankar, Presbyterian Healthcare Using Life Stories to Create the Ultimate Patient Experience Sheila Brune, CGH Medical Center What Patients Fear and Why We Have to Know Colleen Sweeney, Memorial Hospital and Health System   What's up Doc? Positively Impacting Communication with Doctors Janiece Gray and Jay Scott, Allina Hospitals and Clinics Just the PFacts about Starting and Sustaining a Patient and Family Advisory Council Laurie Brown and Tara Hendrix, BJC HealthCare Getting Diagnostic with the Patient Experience Julie O'Shaughnessy, Avatar International, LLC       Let’s Talk about the Elephant in the Room: Advancing Your Patient Experience Strategy by Strengthening Accountability Wendy Leebov, Leebov Golde & Associates     Experience Mapping Builds Empathy AND Revenue Cara Zorzi, MD Anderson Cancer Center John McKeever, Gelb Consulting Group, Inc. The Revenue Cycle: An Essential Component in Improving Patient Experience Scott Morgan, Revenue Cycle Partners John Vetsch, Regional Health The Four Cornerstones of an Exceptional Patient Experience Kristin Baird, Baird Group Lynn Ehrmantraut, Avatar International Designing the Patient Experience: Proven Practices and Lessons Learned Colleen Sweeney, Memorial Hospital and Health System Jennifer Wagner, Halifax Health An Excellent Experience - Delivering on the Promise Richard Corder, CRICO Strategies       Creating Exceptional Patient and Family Experience: Transforming from a Service Culture to an Experience Culture Nicole Nicoloff, Community Health Network    Enhancing the Patient Experience through the Use of Interactive Technology Sharon Lewis, Glenwood Regional Medical Center, IASIS Healthcare Nora Cain and Nisheeta Setlur, Stanford University Hospital and Clinics Kevin Meek, Mercy Gilbert Medical Center

Guest Webinars

The Beryl Institute often joins with other healthcare organizations to share the importance of addressing the patient experience with their audiences. Below are links to some of these webinars that offer public complimentary replays. Note: These organizations may request your contact information for access.

APQC Webinar with The Beryl Institute and Gelb Consulting
Insights into the Patient Experience

American Association of Colleges of Nursing Webinar Series
Integrating the Patient Experience into Curricula

Healthcare in the Know Webinar Series Sponsored by API Healthcare
The State of the Patient Experience in American Hospitals (and 5 Strategic Keys to Success)

Stiftelsen Svensk Industridesign - Design for Better Health
The Power of Patient Expectations