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Patient Experience Week - How did you celebrate?
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How did you celebrate Patient Experience Week?

Share with the community how you celebrated this special week. Send your Patient Experience celebration plans, events, ideas and event photos to info@theberylinstitute.org, and we will post them for the community to view.

 


From Lucy Palermo, Marketing & Communications Coordinator, The Health Consumers’ Council

"We are excited to share the program for our inaugural Patient Experience Week Event Series held in April this year."


> View the Program


From Katie Litterer, Family Advisory Council Member, Boston Childrens Hospital

"Boston Children’s Hospital frequent flyers, Maddie and Sophie, age 7 3/4, celebrated patient experience week by creating these colorful masterpieces. Sophie and Maddie, along with many other kids at Boston Children’s, are learning to be proud of their journeys and beginning to play active roles in their own patient experiences. "


 


From Lourdes McKenna, Supervisor, Patient Service Team, Presbyterian Hospital

"At Presbyterian Hospital in Albuquerque, NM we celebrated Patient Experience Week with a "Keys to Patient Experience” key hunt. Keychains in the shape of a key, with a tip for providing exceptional patient experience, were hidden on our inpatient units for staff to find. he finders then kept the "key”chain as a reminder of EPE, received a prize for finding the key, and were entered into a drawing for additional prizes. Photos of our key finders were placed on the wall outside of the Office of Patient Experience."

 


From Sara Aljuwaiser, Patient Experience Specialist II, King Abdullah bin Abdulaziz University Hospital

"We are excited to share how our Patient Experience Department at King Abdullah bin Abdulaziz University Hospital participated in PX Week."


> View More Photos


From Marian Taylor, HIM Supervisor, Lincoln County Medical Center

"During our Exceptional Patient Experience Week celebrations, we had a coloring contest. We thoroughly enjoyed the project and everyone had fun coloring the page. Thank you!!"

 


From Lisa Schiller, Director, Patient Relations/Service Excellence, Children's Hospital Los Angeles

"At Children's Hospital Los Angeles, we held our 3rd annual Patient Experience Celebration. We hosted a full day of education, games, prizes and fun----we educated staff on all of the resources available to enhance patient and families experience throughout the continuum of care. We had the pet therapy program, child-life services, diversity services, chaplain services, art therapy, book therapy, patient relations and more. We had hashtag social media contests, and patients and families were given toys, games, healthy food and more. A great day for all!!"

 


From Carol Majewski, Director: Office of Patient Experience, Dartmouth-Hitchcock

"We celebrated our first Patient Experience week across the Dartmouth-Hitchcock system. We ordered ‘I am the Patient Experience’ badge ribbons and distributed them to all leaders across the system to share with staff. We had widespread engagement and adoption as evidenced by the number of people we observed wearing the ribbons last week….and who continue to wear them this week. We launched the week with a letter from our CEO and included this video. We created and staffed ‘WOW’ storyboards to capture stories from our patients of ‘wow’ moments – so many heartwarming, wonderful examples of the excellence we strive to deliver. We had posters and signs in prominent locations throughout the system. We designated Thursday as ‘leader greeting day’ and asked that leaders take ½ hour shifts and greet patients, families and staff arriving at our entrances, which was very well received by our patients and staff."

 


From Walter Rojenko, Director, Patient and Famiy Experience and Community Engagement, St. Joseph's Health Centre, Toronto

"We are proud to share here at St Joseph's Health Centre, Toronto, Ontario, Canada:

  • Approx 3,400 chocolates handed out to staff (part of reward and recognition co-rounding. SLT or Director co-rounding with Patient Family Advisor saying thank you to staff to all of our 80 units i.e. clinical, support services, admin during a 10 minute huddle - every day of the week)
  • 2,160 Pancakes served with 800 clementines taken by our staff for an Appreciation Pancake Breakfast
  • Medicine Grand Rounds had a guest speaker: Dr Dawn Martin speak about more effective and empathetic communication.
  • Gift of Music sponsored by Looking at the Stars - bringing the healing power of classical music to those that can't access it. "


> View More Photos


From Cherie Lytle, Manager, Patient Experience, Marketing Department, Children’s Hospital & Medical Center Omaha

"Children’s Hospital & Medical Center in Omaha celebrated Patient Experience Week 2016 with special guests and giveaways for our patients. We also borrowed a great idea shared previously by Presbyterian Healthcare (Thank you!!). We created cards that read, "I am the patient experience when…” and asked all team members to complete the sentence. (See photos). Staff also received an "I am the patient experience” pen. We debuted a patient experience rap, created and performed by one of our respiratory therapists who has a flair for music. Watch it here. We also created challenges for each day that connected to other daily themes. Thank you for this opportunity to share. I love seeing what other centers and doing! Great ideas!!"


> View the Challenges Flyer

> View The Hero Flyer


From Lynn D. Charbonneau, Director, Patient Experience, Northside Hospital

"We celebrated PX Week at Carolinas HealthCare System with a theme centered around "The Power of Storytelling”. Spelling out the word "STORY”, we had a theme color for each day of the week. Teammates were encouraged to share their photos and PX stories on the system’s internal social media space (Yammer) with #iamthepx. We shared patient stories across the system and highlighted the efforts of several teammates and teams. These team members and their teams were celebrated with cake and balloons. During the week, we had a former behavioral health patient who went back and personally thanked the teammates involved in his care. He read a letter and 2 poems he had written while hospitalized. We delivered banners to our Patient Satisfaction top performing locations. We shared our own stories on a "What’s Your Story” board and during huddles. Teams throughout the system celebrated by treating their teams with things like cookies, potlucks, lavender and eucalyptus infused compresses, sweet treats, etc. We had great participation and it has been an amazing week of celebrating our teammates and our patients. We focused on inspiring, encouraging, and reminding everyone to think about how they impact the patient experience every day, no matter where they work. "


> View More Celebrations


> View their PX Week Flyer


From Amanda Walker, Vice President, Patient Experience, Heritage Biologics

"We started by celebrating the week with an agenda for the week.

  • Monday was our breakfast potluck
  • Tuesday was our grill out BBQ for lunch
  • Wednesday was an ice cream social where we rented the Ice Cream Machine for the afternoon.
  • Thursday was catering by Chipotle for the entire organization. We also did the PX Wordsearch Challenge where the first two employees to find all words won a surprise!
  • Friday was potluck lunch, everyone brought their favorite appetizers.

We also did a Penny Challenge between our divisions: Admissions, Billing, Exec Leadership, Patient Experience, and the Clinicians. This was a challenge with pocket change, raising funds for the RareKC Project here in Kansas City. Pennies were worth POSITIVE points. Nickels, dimes, and quarters were NEGATIVE points. The object is to put TONS of pennies into the container for the team you are apart of/rooting for and TONS of silver change into your opposing team’s container. At the end of each day, we will tally up the points and empty the container. We raised a total of $549.03, which the company matched for a total of $1,098.06.

Throughout the week, we also did a project called "You are My Sunshine”. Early in the morning, someone will kick off the day by presenting two fellow employees with "sunshine” certificates. On the certificate, the employee writes in details about how that employee makes their day brighter. Those employees will also get stickers to wear to show that they helped spread the sunshine. Those employees will then repeat the process by passing it on to two more. Let’s see how fast HB can spread the sunshine! "


> View More Photos


> View Word Search


> View the Sunshine Certificate


 


From Linda S. Melillo, Spaulding Network Director, Patient Experience

"The Spaulding Rehabilitation Network celebrated with an ice cream sundae bar where leadership scooped the ice cream for everyone and tons of toppings available! Held in the cafeteria so that we could also celebrate with our patients and families. We also had an extensive IMPX movement... Over 150 photos from all levels of post-acute care represents well over 200 staff!"


> View the Mural


From Isaac Sisneros, Patient Experience Program Manager, Office of Patient Experience, UCHealth Northern Colorado

"Our organization celebrated Patient Experience week by first and foremost recognizing, celebrating and thanking all of our amazing teammates that make up the patient experience. Without engaged, passionate and cared for staff, there is no (excellent) patient experience. We kicked-off the week with leadership rounding on many of our 5,000 regional employees with customized "UCHealth 2016 Patient Experience Week” chocolate bars, fruit, and "We Improve Lives” cards that were used in our video contest for how each department promotes excellent patient experiences.

On Monday, we highlighted our regional patient experience council and also began rolling out the ‘No Pass Zone’ for all units across two facilities.

On Tuesday, we highlighted the role of our Patient & Family Advisory Council (PFAC) and had previous patients that sit on the council be available in our cafeterias to discuss the importance of our PFAC as well as seek other interested and grateful patients.

On Wednesday, we celebrated the role of volunteers and guest services with a booth down in our cafeteria as well.

On Thursday, we promoted all of our recognition, gratitude, and philanthropic programs as well as sent our patients carnations with a customized message with all food trays delivered to the patient rooms.

Friday, we announced the winner of our video contest and recognized the department with a wonderful prize! We had such a fun time and cannot wait for next year! "

 


From Tanya Hendry, Manager Consumer Participation and Patient Experience, Eastern Health

"For PX Week at Eastern Health in Victoria, Australia we ran a competition and asked staff to send photos of where they see kindness and courtesy displayed at work – this could be kindness between staff and patients or kindness between staff members. We promoted the competition in our weekly newsletter for a few weeks before PX Week and included Beryl Institute videos in these promotions. We received some terrific photos and we had three individuals who received movie tickets and team winners who received coffee vouchers.

The competition was aligned with one of our CEO’s top 10 goals for 2016: "Courtesy and Kindness - every time, everywhere,” and our CEO launched the competition at our Senior Leadership Team forum. This is the first year the whole organization has participated in PX Week. We tweeted a number of our photos during the week using the PXWeek hashtag and had likes and retweets internally and externally. The winners and the winning photos will be published in next week’s staff newsletter. "


> View More Photos


From Britta Emenecker, Patient Experience Program Manager, Memorial Hospital, University of Colorado Health

"At University of Colorado Health’s Memorial Hospital in Colorado Springs we had a wonderful Patient Experience Week! Our focus was to recognize and thank our staff for the compassionate care that they provide to our patients and families each and every day, while also challenging staff to create ‘wow’ moments for our patients and families through personalized human connection.

Our Patient and Family Advisory Council (PFAC) was a key element of our Patient Experience Week. Our PFAC members created recommended "Human Connection Challenges” for our staff to strive to complete each day. These challenges included greeting patients and guests, offering to walk visitors to their destinations, thanking fellow colleagues and staff , creating ‘wow’ moments for patients and visitors, and asking patients and guests "What can I do to help make this a good experience for you?”.

Staff were recognized with hand-written notes, Service Excellence ribbons and carnation flowers throughout the week. Possibly the most memorable ‘wow’ moment occurred on Thursday, April 28th when staff, leadership and the media came together to honor one of our patients in a very special way.

Lillie Morrison was traveling from Fresno, California to Washington D.C. to be honored for her Navy service during World War II, when she collapsed on the Honor Flight plane and prompted an emergency landing and transport to Memorial Hospital. When our staff learned of Lillie’s disappointing detour to Colorado Springs they took action to honor and recognize Lillie. A celebration complete with cake, balloons and American flags took place on Thursday morning in Lillie’s room. Lillie’s daughter, Vicki Morrison, shared that even though Lillie missed her official celebration in Washington D.C., she received a "bigger tribute” in Colorado Springs. Vicki called the ceremony more intimate and "in many ways more meaningful”.


> Read the Article on Lillie's Story


> View Leader Toolkit


> View Human Connection Challenge


From Mary P. Mancuso, Health Literacy and Patient & Family Centered Care Coordinator, University of Colorado Hospital

"Monday (theme: "Maximizing Meaningful Contact”):

  • Hosted tables in the cafeterias and handed out prizes, backpacks, information about patient family centered-care (PFCC) and t-shirts to staff; had the PFCC logo and phrases related to the Patient Family Centered Care program at UCH on the t-shirts:

Doing things WITH patients, not FOR patients
Healthcare is a TEAM sport
Patient Input + Staff Input = Better Outcomes
Have you ASKED A PATIENT
PFCC benefits everyone involved
Treat a PERSON with a condition, not just a CONDITION
COMMUNICATION is everything

Tuesday (theme: "Why the Patient Experience Matters”):

  • Hosted a panel with nurse managers and directors: 3-4 Nurse Managers and/or Directors who discussed patient experience journeys. Patrick Kneeland, the Medical Director for Patient and Provider Experience facilitated the panel.

Wednesday (theme: "Recognizing and Highlighting Positive Successes and endeavors”):

  • Highlighted programs that enhanced the patient experience; in particular, our therapy dog program! It was very well received by staff and patients who got to meet a number of therapy dogs!

Thursday (theme: "Motivating Interactions”):

  • We hosted an awards ceremony to award the top three winners of applications submitted with ideas to create an exceptional patient experience

Friday (theme: "Fun Activities for All”):

  • Hosted a photo booth with props; staff were able to take pictures with one another; theme was "UCHealth and Patients: Stronger Together”

The Cancer Center also participated with:

  • Patient experience story contest. Staff to submitted stories about a colleague who did something that exemplified the principal of exceptional patient experience. Awarded the top three stories with a $50.00 VISA Card.
  • Produced a 4' X 6' collage with staff photos holding a sign that said, "I am the patient experience". The collage was displayed all week in the Cancer Center. The collage was in the shape of a star with photos and a caption underneath that read, "Collectively, we are all the patient experience.”
  • On the Wednesday of the Patient Experience Week, there was a tray of goodies in each of the five staff lounge areas in the Cancer Center for the staff along with a thank you note from the Cancer Center PFAC members. "


> View More Photos


From Yolanda D. Moore, RN, Patient Experience Consultant, Carolinas HealthCare System

"We celebrated PX Week at Carolinas HealthCare System with a theme centered around "The Power of Storytelling”. Spelling out the word "STORY”, we had a theme color for each day of the week. Teammates were encouraged to share their photos and PX stories on the system’s internal social media space (Yammer) with #iamthepx. We shared patient stories across the system and highlighted the efforts of several teammates and teams. These team members and their teams were celebrated with cake and balloons. During the week, we had a former behavioral health patient who went back and personally thanked the teammates involved in his care. He read a letter and 2 poems he had written while hospitalized. We delivered banners to our Patient Satisfaction top performing locations. We shared our own stories on a "What’s Your Story” board and during huddles. Teams throughout the system celebrated by treating their teams with things like cookies, potlucks, lavender and eucalyptus infused compresses, sweet treats, etc. We had great participation and it has been an amazing week of celebrating our teammates and our patients. We focused on inspiring, encouraging, and reminding everyone to think about how they impact the patient experience every day, no matter where they work. "


> View More Photos


From Julie Shepherd, Nurse Manager, Patient Experience, Patient Services, The Townsville Hospital & Health Service

"We have been celebrating Patient Experience Week at my hospital for the first time ever – it’s been huge planning but our staff are happily involved. We put our executive staff in a hoist, and wheel chaired him around to ‘walk in the patients shoes’, our local newspaper took photos and I was even on the telly last night talking about how important it is for our staff to celebrate that - We are the Patient Experience!!"



 



From Liz Hernandez, Patient Care Services Project Manager, Press Ganey Administrator, Bayhealth

"This week marks Bayhealth's first-ever Patient Experience Week hosted by the Patient Experience Accountability Team comprised of members from multiple disciplines.Thank you for all of the great ideas.

Calendar of Events:

Monday, April 25th: "Kick-Off Day"

  • "Patient Experience Moment" Posters at all campuses
  • Patient Care Experience Video on BayVision/Screensaver and in cafeterias
  • Patient Experience Puzzles Distributed (more information to follow)
  • Executive Team Members to Round on Patients and Staff Throughout the Week

Tuesday, April 26th: "Donation Day"

  • Increased efforts for needed items for patients and families
  • All clothing must be NEW with tags. (Seeking XL, 2X, or 3X sweatpants, t-shirts, and sweatshirts)
  • Colored pencils/crayons/puzzle books/ magazines
  • Additional Locations for Donation Drop-Offs (Patient Advocacy Offices at both campuses, outside of the cafeterias, and location at Smyrna)

Wednesday, April 27th: "Patient Day"

  • Letting patients know you care by dedicating this day in their honor
  • Patient Experience Meal Tray Mats on All Patient Trays
  • Rounding by Patient Experience Accountability Team with Special Thank You Card

Thursday, April 28th: Patient Experience Puzzle Submissions and Digital "Thank A Colleague"

  • Submit your completed puzzles outside of the cafeterias for a chance to win 500 points on Driven. Winners will be randomly selected and announced in communication huddles.
  • Take this time to thank a colleague, leader, or team on the Driven platform who went above and beyond to provide an exceptional patient experience

Friday, April 29th: Patient Experience Excellence Awards and Bulletin Board Winners Announced - Patient Experience Excellence Awards will be based on the "Most Improved" and "Best Overall Service Excellence" analyzing patient satisfaction top-box scores for "Overall Rating" from the most recent 12 months in the following areas:

  • Inpatient
  • Outpatient/Ambulatory/Emergency Departments/Home Health
  • Medical Practices
  • Ancillary and Support Services (Registration, EVS, Food Services, Care Management, and Pharmacy)
  • Physician/Provider
  • Best Overall Service Excellence for the Year (the unit/department who has consistently been above the benchmark for the longest period of time)"

> View the Thank You Card, Patient Tray Liners and Patient Moment Posters


From Liz Huggins, Patient Experience Consultant, Carolinas Healthcare System

"We had a fabulous Patient Experience Week!"

> View their summary

> View the Celebration Sheet


From Tania Lambert, Guest Relations Manager, Phelps County Regional Medical Center

"To start the week off, I will send out a story each day. Friday we are going to have our Patient Experience Fair. Several departments will set up booths showcasing what they do for our patients. Our theme this year is Star Wars…”May the Patient Experience be with you: We’re going to have a couple of fun games and a photo booth with Star Wars props. We’re going to hand out Sonic coupons for a free Route 44 drink and we’ll have three door prizes for those who complete the quiz. Our door prizes are 2 tickets to see Moses in Branson, 2 Springfield Cardinal tickets and 2 tickets to the Annual Sip-n-Savor in St. James, MO. I look forward to this every year. I love celebrating the great work our employees do each day and show them how much we appreciate them."

> Read the Story Sent on the First Day


From Lauren Schellenberger, Patient Experience Associate, Quality, Patient Safety and Patient Experience, London Health Sciences Centre

> View Article of PX Week Activities


From Bryanna Gallaway, Director, Service Excellence Programs and Operations, Stanford Health Care

"We tried a few new activities this year, and continue to spread events across our many locations. Our team was overwhelmed with the enthusiasm of patients, families, and staff for the spirit of C-I-CARE and patient experience – it was a week full of joy, refreshed energy, and improvement ideas for our path forward."

 

> See their Compassion Challenge

> See their PX Trivia

> See the Full Recap



> View Celebrations from PX Week 2014

> View Celebrations from PX Week 2015

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