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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


June 6, 2-3 PM ET


Language Access and Patient-Centered Care: Partnering with language specialists to enhance Patient-Centered Care
Nouria Belmouloud, CHI, BA, MA | Supervisor, Duke International Patient Services
CC/D | COMM | PA


Communication is the very heart of health care, business, entertainment and hospitality... but what happens when two people come from different cultures, speak different languages, and cannot understand each other? In this webinar we will explore ways to reduce misunderstandings that stem from linguistic, cultural and systemic difference and dissimilar expectations between patients and their providers.
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June 13, 2-3 PM ET


Driving Results Through Interdisciplinary Leadership Skills
Susan Adamek, PhD, RN, NEA-BC, FACHE | Director or Education, Dignity Health, Nevada – St. Rose Dominican Hospitals
Maggie Ozan Rafferty, DHA, RN | Chief Experience Officer, Dignity Health, Nevada – St. Rose Dominican Hospitals
C/L


Variance in patient experiences is often a result of inconsistent approaches. A large health system in the southwest has been able to reduce leadership variance and drive employee and patient engagement by implementing interdisciplinary leadership skills simulation. Each leader in the skills lab participated in a very structured personalized coaching session and was provided immediate feedback. Senior leaders served as evaluators which provided them with real time observation of the members of their teams. Patient and Family advisory Board members and current nursing students participated in skills lab roles as patient and employees. By augmenting its traditional classroom education with a hands-on skills lab approach this organization has increased alignment and built leadership confidence while actualizing measurable results.
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June 20, 2-3 PM ET


Improving the Patient Experience in Pediatrics through Trauma Informed Care
Jenaya Gordon, MA, CCLS, NCC | Associate Clinical Manager of Child Life, Children's Hospital Colorado
Alisa Thomas, MSW, LCSW | Manager of Clinical Social Work, Children's Hospital Colorado
ENV | PXS


According to the 2012 National Survey of Children’s Health, approximately half of the children in the United States were exposed to one or more traumatic life events. For pediatric health care professionals, it is crucial to be skilled at supporting traumatized children and families. In order to deliver exemplary care, an emphasis must be placed on both the medical and emotional needs of the patients. Without taking a Trauma-Informed Care approach, emotional damage can be the unintended consequence of healing the physical wounds. According to the American Medical Association, “Trauma-informed care minimizes the potential for medical care to become traumatic or trigger trauma reactions, addresses distress, provides emotional support for the entire family, encourages positive coping, and provides anticipatory guidance regarding the recovery process." (JAMA Pediatrics 2016;170(1):70-77.) This session will address common responses to trauma for children, teens and their parents/guardians. Additionally, practical skills and tools will be discussed. The impact of traumatic reactions on medical care will be explored, as will ways to decrease inadvertently re-traumatizing patients and families. Discussions will take place around creating an emotionally safe environment and providing sensitive medical care to improve the patient experience.
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*This webinar is an encore presentation from the Patient Experience Conference 2017.


June 29, 2-3 PM ET


Expressions of Gratitude, Meaningful Recognition and Exceptional Experiences: The Link and Outcomes
Cindy Lefton, PhD, RN, CPXP | Manager and Researcher, Patient Experience, Emergency Services, Barnes-Jewish Hospital and Vice President, Organizational Consulting, Psychological Associates
EMP


This joyful session will examine how the gratitude of patients, families, and colleagues expressed through meaningful recognition via The DAISY Award nominations for extraordinary nurses reveals “all the right going on” and the “how” behind person-centered experiences. Exemplary care delivery and a meaningful person-centered experience are grounded in both the relationship nurses’ caring creates and the ability of the provider to meet patient, family, and colleague needs in a way that is meaningful to the “end user.” While this combination of science, compassion, and mindfulness greatly impacts the patient experience, nurses often do not recognize how their actions make a difference in the lives of those they serve. Although patients, family members, and peers acknowledge extraordinary nursing by nominating a nurse for The DAISY Award, organizations often miss the opportunity to utilize this real-time feedback as a way to recognize behaviors associated with a positive patient experience and leverage these narratives to shape, reinforce, and sustain a culture that exemplifies person-centered care. Current evidence and practices will be shared that identify the links between acknowledgement and compassion satisfaction and describe the organizational and individual outcomes associated with combining the power of gratitude with patient, family, and peer feedback.
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*This webinar is an encore presentation from the Patient Experience Conference 2017.


July 11, 2-3 PM ET


Want to Improve the Experience? Then Get Ready to Lead Culture Change!
Richard Corder | Partner, Wellesley Partners
Carol Santalucia | Director of Service Excellence, Cleveland Clinic
C/L


This session will change the way you think about your organizations culture. You will leave with a fresh perspective on your ability to lead (regardless of role) change in your job, department and organization, and with the tools to help you execute. We will explore and discuss the tactics that are in play at hospitals/clinics and practices (and in other industries), that are delivering on the promise of a safe, patient and family driven experience. This session will leave you energized, reinvigorated and empowered to lead meaningful change toward a sustainable shift in your organizations culture.
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This webinar is sponsored by:

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


July 25, 2-3 PM ET


The Empathic Concierge: Why Personal Connections Matter
Robin Parry, Concierge, Magee Rehabilitation Hospital
Meg Rider, Guest Relations and Volunteer Services Manager, Magee Rehabilitation Hospital
PXS


The concierge program at Magee Rehabilitation Hospital, developed in 2006 by a nursing assistant supervisor to provide non-clinical services for the patients and their families, has grown to be an integral part of our service-delivery to the entire Magee community. The concierge program is ever evolving and expanding in new ways to support patients and their family members utilizing our “Can Do” service delivery model. What drives this expansion is also a deep sense of empathy and compassion. Without these core values, the program is simply a job description of errands and tasks, which when performed well is a helpful addition to any hospital, but when it is done empathy and compassion, can be the beautiful force that ties together all elements of patient healing to provide a caring road to recovery. Attendees of this session will understand the “Can Do” service delivery model, how making personal connections and communicating with empathy and showing compassion for every patient and family is the top priority of the team, and anticipating the needs of a patient or family member and making a patient’s day are daily goals. Attendees will also leave with an understanding of how to increase their level of empathy and compassion in their own work. The concierge program is funded by donations to Magee’s foundation, and attendees will leave with ideas on how to fund raise for their own program and how to educate staff on the core concepts in their own settings.
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*This webinar is an encore presentation from the Patient Experience Conference 2017.


August 1, 2-3 PM ET


The PXMA Tool: Assessing the Maturity of Your Patient Experience Program
Summer Allen MD, Medical Director for Patient Experience, Mayo Clinic
Dawn Hucke, Director, Mayo Clinic
Pam Prissel, Director of Patient Experience, Mayo Clinic
PI | PXS


This webinar will focus on Mayo Clinic’s Patient Experience Maturity Assessment tool (PXMA), a useful, simple tool for health care organizations to easily and objectively assess their service program and culture against Mayo Clinic’s Patient Experience program. The PXMA tool is used to describe how well behaviors, practices and processes of an organization can produce required outcomes in a reliable and sustainable manner. It can be used as a benchmark for comparing one patient experience program against the next, which helps others to understand and assess program maturity across the industry. Levels of maturity will be described.

This year the assessment was shared with over 125 organizations attending the Beryl Conference. The same level of enthusiasm and positive feedback was received from attendees who took it. As part of this webinar, Mayo leaders will share more about components of their Patient Experience program, the PXMA tool and the need for a sustainable structure to support a program plan. Learn More>>

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


HEADLINER WEBINAR*
August 15, 2-3 PM ET


Presence: Compassionate Communication Through Everyday Mindfulness
Marcus Engel, MS, CPXP, CSP
C/L | COMM | EMP


Simple human presence is the cornerstone of caregiving. The foundation of empathy is being mindfully present for another human being. Awareness of each patient as a unique individual allows communication to be customized in the most compassionate ways possible. Extensive personal experience, wisdom from the ancients, and evidence-based studies are interwoven and shared to reveal how hands on caregivers can honor the dignity and independence of each patient, while staying resilient in the face of massive amounts of human suffering.
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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.


August 22, 2-3 PM ET


When Patient Engagement Competes with Safety: Compassionate Approach to Limit Setting in Disruptive Situations
Kate Clarke, Manager, Patient Relations/Interpreter Services, Northwestern Medicine
Katherine Czyzewski, Professional Development Specialist, Northwestern Medicine Central DuPage Hospital
Christine Kautz, Patient Engagement Coach, Northwestern Medicine Central DuPage Hospital
Karen Pugliese MA, BCC | Advanced Practice Chaplain, NM Central DuPage Hospital & Warrenville Cancer Center
ENV | PA


We have seen many presentations on working with disruptive persons. This panel presentation illustrates a unique angle of diverse perspectives on management of the growing national problem of consumer misbehavior in the healthcare industry. Through the eyes of a Patient Engagement Coach, a Patient Relations Manager, a Professional Practice Educator and a Chaplain we look at the impact of effectively managing these disruptive behaviors in both the inpatient and outpatient setting. Employees benefit from improved emotional self regulation, recognizing disruptive behaviors and feel more confident using limit setting and seeking assistance.
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*This webinar is an encore presentation from the Patient Experience Conference 2017.


September 19, 2-3 PM ET



The Unexpected Experience - The Emergency Department
Janiece Gray, Founding Partner, CEO DTA Associates, Inc.
Richelle Jader, Director of Emergency Services, Regions Hospital
Daisy Nelson, Charge Nurse/Staff Nurse, Regions Hospital
C/L | EMP


This session will provide a deep dive into key principles for changing a culture within a Level 1 Trauma Center. A case study will be featured with the key principles that have helped transform an Emergency Department culture. Based on patient level observations and a culture assessment, a training workshop was created for all members to attend. It was important that this reflected the Emergency Department’s culture as well as the needs of their staff. Opportunities were identified through patient and family advisory councils and with an interdisciplinary patient experience team from the department. The goal was that patient and family desires were articulated in staff and provider words. The interdisciplinary team of Physicians, PAs, nurses, techs/ERTs, medics, clerks, police officers, and social workers were integral to the development of the workshop. They helped to identify key content, determine the modules and modes of delivery, create tools and videos to support skills practice, positively communicated the “why” behind the sessions to generate enthusiasm and helped host the sessions to engage their colleagues. 350 department members attended over a three-month period. The next step after the workshop was for everyone to participate in a Care Team Coaching session identifying their individual strengths and any opportunities for enhancement. The results were shared confidentially in a debrief session and written report. 11 Emergency Department staff were identified and trained to be Care Team Coaches to lead this program internally. There are key learnings from these efforts and great success to be shared. 
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*This webinar is an encore presentation from the Patient Experience Conference 2017.


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
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.


October 24, 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! 
Learn More>>

> Register Now

This webinar is sponsored by:

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


HEADLINER WEBINAR*
November 7, 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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> Register Now

*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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