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The Beryl Institute Webinars
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Facilitated by patient experience leaders from around the world, webinars share proven practices and strategies to implement in your own organization. Participation in webinars and access to on-demand webinars is included with membership to the Institute. Not a member? Join today.

Upcoming Webinars

Most webinars offered by The Beryl Institute are eligible for one Patient Experience Continuing Education Credit (PXEs) pending approval. Participants interested in receiving PXEs must complete the program survey within 30 days of attending the webinar


September 26, 2-3 PM ET


Overheard: What We Say, What We Mean and What Patients and Families Hear
Lori Gunther, MS, CPXP | Director Strategy and Experience, NICU Innovation, March of Dimes
COMM


Ensuring that patients receive clear and compassionate communication from the first interaction within any healthcare system is crucial to setting the stage for a positive experience. Effective communication is the foundation of patient experience, and impacts quality of care, patient safety, and patient satisfaction. Yet, too often our communications have unintended consequences that reduce our ability to build effective therapeutic relationships and connect with our patients and their families. To address this challenge, this webinar draws on real world examples from hospitals around the country. Webinar attendees will analyze various forms of communications, including body language, print materials, signage, and the spoken word, and identify ways to align impact and intentions to communicate more effectively in their practice.
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This webinar is sponsored by:

*This webinar is an encore presentation from the Patient Experience Conference 2017.


October 10, 2-3 PM ET


Northwell Health: Establishing a Culture of C.A.R.E.
Sven Gierlinger | Chief Experience Officer, Northwell Health
Agnes Barden, DNP, RN | VP, Patient & Customer Experience, Northwell Health
C/L | PXS


This session will describe our journey on creating a culture of C.A.R.E. framework and our educational training program across an organization of 21 hospitals, 450 physician practices, and 61,000 employees. We will discuss our strategy and processes built around our Office of Patient and Customer Experience(OPCE) four main pillars of culture, process, environment and accountability. Our organizational senior leaders had a " call to action" to all leaders within our organization to improve our patient and family experience. We collaborated with our HR partners to infuse employee engagement into patient experience strategies and execution. This collaboration began with enhancing our organization's behavioral expectations enlisting the voice of our employees. We created an executive leader curriculum. This engaging course served as the gateway to enlist leadership buy-in on our cultural transformation. We developed our Culture of C.A.R.E. course that focused on four main segments: Connectedness, Awareness, Respect and Empathy course, our behavioral communication and service recovery models. OPCE leadership partnered with site leadership in the selection of a culture leader role at each site/service line to lead and sustain this transformation. Each site/service line also selected facilitators to assist in the deployment of the education. We created a training protocol and certification process. OPCE established a monthly culture leader council where leaders are mentored and share best practice across our organization We have seen marked improvement in our employee engagement data and patient experience metrics. In addition, we successfully integrated our new name change and branding efforts.
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*This webinar is an encore presentation from the Patient Experience Conference 2017.


October 17, 2-3 PM ET


Relationship-Centered Team Building
Calvin Chou MD, Associate Professor of Clinical Medicine, University of California, San Francisco
Laura Cooley PhD, Director of Education and Outreach, American Academy on Communication in Healthcare
COMM | EMP


Enhanced team communication and collaboration leads to improved patient experiences of care, better clinical outcomes, and reduced patient complaints. High-performing teams also experience heightened morale among team members and increased staff retention. As team members learn to attend to the needs, strengths and diverse backgrounds of colleagues, they enhance collaborative team performance. This session will guide participants to identify relational characteristics of high-performing teams and to apply fundamental communication skills across the team dynamic.
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This webinar is sponsored by:

*This webinar is an encore presentation from the Patient Experience Conference 2017.


November 28, 2-3 PM ET


Empathy: Connecting in Suffering
Sarah Cawley, MPAS, PA-C | Family Engagement Advisor, Emergency Medicine, Cleveland Clinic; Lead Physician Assistant, Team Health
Christine Traul, MD | Patient Experience Officer for the Pediatric Institute and Children’s Hospital; Director, Pediatric Palliative Care, Cleveland Clinic Children’s Hospital
C/L | EMP


Join us as we walk through presenters unique experiences with suffering, articulate the meaning of suffering, and explore why we as caregivers are so afraid of it! Learn how you can honor your own sufferings, and leverage them for GOOD- connecting with your patients inside of it. We will also provide some practical tools to help you accomplish this. We look forward to connecting with you! 
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> Register Now

This webinar is sponsored by:

*This webinar is an encore presentation from the Patient Experience Conference 2017.


November 30, 2-3 PM ET


Supporting Young Adults Transitioning from Pediatric to Adult Healthcare Services
Joy Gehner, Senior Family Advisor, Seattle Children’s
Sarah Talbot, Family Advisor and FAC member, Seattle Children's
PFE


A vulnerable time for many pediatric patients is when they are ready to move from pediatric to adult healthcare. Learn how Family Advisors can be powerful allies in leading change efforts to best support these young adults. During this webinar, Seattle Children’s will share their journey and what they learned from patient and family’s experiences and stories. They will share specific steps taken and the outcomes achieved as they empowered a parent task force focused on supporting young adults as they transitioned to adult care services.
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December12, 2-3 PM ET


What Can I Do? – Caring for the Transgender Patient
Paula M. Neira, MSN, JD, RN, CEN | Clinical Program Director, Johns Hopkins Center for Transgender Health
CC/D | PA


This presentation provides clinicians and non-clinicians of all levels of experience and working in varied clinical settings with fundamental information to improve their ability to provide culturally competent, welcoming, and supportive care to transgender patients. Three language skills – using proper name/pronoun, using correct terminology, and asking questions in an appropriate manner will be demonstrated. Finally, areas that provide challenges and opportunities to improving care in clinical settings will be presented.
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HEADLINER WEBINAR*
December 19, 2-3 PM ET


The Patient Experience: Free from Harm
Tejal Gandhi, MD, MPH, CPPS | President & CEO, National Patient Safety Foundation
C/L | PXS


Patient safety is a serious public health issue and is an integral part of the patient experience. Like obesity, motor vehicle crashes, and breast cancer, harms caused during care have significant mortality, morbidity, and quality-of-life implications, and adversely affect patients in every care setting. Although patient safety has advanced in important ways since the Institute of Medicine released To Err Is Human: Building a Safer Health System in 1999, there is still much work to do. This session outlines areas of progress, highlights remaining gaps, and most importantly, details specific recommendations to accelerate progress.
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*Headliner Webinars are complimentary webinars featuring prominent patient experience thought leaders on a variety of topics sharing proven practices and strategies to implement in your own organization. Space is limited. If the webinar reaches capacity, registrants will have an opportunity to join a waiting list and a webinar replay will be provided.

 

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