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Patient & Family Engagement Resources
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Patient and Family Engagement in the healthcare experience can lead to measurable improvements in safety, quality and satisfaction. These resources support organizations as they encourage patients and families to be active participants in the care plan and create opportunities for their feedback to be incorporated into patient experience improvements.

White Papers Grant Research Reports
Learning Bites Webinars
Case Studies Topic Calls
PX BOK Courses


White Papers


Grant Research Papers


Case Studies

Improving Responsiveness to Meet Patient's Needs

Barnes-Jewish Hospital
St. Louis, Missouri
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Improving Patient Throughput in the ED

CentraState Medical Center
Freehold, New Jersey
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Implementing Patient Oriented Discharge Summary (PODS) to Improve the Patient Experience

OpenLab, University Health Network
Toronto, Ontario
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Increasing Patient Safety with a Digital Hourly Rounding Solution

Bryan Medical Center
Lincoln, Nebraska
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A Roadmap to Patient Experience Success

El Camino Hospital
Mountain View, California
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Using Video to Capture Patient/Physician Interactions

Barrow Brain and Spine
Phoenix, Arizona
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Using Patient Education Simulation to Improve the Veteran Patient and Family Experience

VA Connecticut Healthcare System
West Haven, Connecticut
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Improving Patient and Family Engagement by Getting to Know Our Patients' Story

Keck Hospital of USC
Los Angeles, California
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Taking the Voice of the Veteran to the Next Level with Real-Time Feedback

VA New Jersey Health Care System
East Orange, New Jersey
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Creating a Caregivers Support Program to Improve the Patient and Family Experience

Northern Westchester Hospital
Mt Kisco, New York
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Engaging Patients and Caregivers in Design and Evaluation: A Path to Better Outcomes

Bridgepoint Active Healthcare
Toronto, Ontario
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Improving the Veteran Experience through Engaged Leaders, Accountability and Timely Voice of the Veteran Feedback

VA Greater Los Angeles Healthcare System, Los Angeles, California
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Putting the Voice of the Patient in Patient Experience

Saint Francis Health System
Tulsa, Oklahoma
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Introducing a "Client and Family Voice" Initiative

VHA Home HealthCare
Ontario, Canada
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Using Video to Give Patients with Mental Illness a Voice

North Bay Regional Health Centre
Ontario, Canada
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Engaging Patients and Families by Creating a Virtual Advisory Council

Nemours: A Children's Hospital
Wilmington, Delaware and Orlando, Florida
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Increasing Patient Survey Responses to Improve Patient Satisfaction Scores

OSF Saint Francis Medical Center
Peoria, Illinois
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Changing the Approach to Patient Interaction

Palisades Medical Center
North Bergen, New Jersey
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Improving Physician-Patient Communication

Regions Hospital
St. Paul, Minnesota
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Creating a Patient and Family Advisory Council

BJC HealthCare
St. Louis, Missouri
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Developing the Case for Concierge Care

Meridian Health
Neptune, New Jersey
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Using Life Stories to Create a "Wow" Experience

CGH Medical Center
Sterling, Illinois
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Transforming Patient-Centered Care in Oncology

UC Irvine Healthcare
Orange, California
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Building an Expanded Patient Experience Program

Women and Infants Hospital of Rhode Island
Providence, Rhode Island
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Improving Medication Communication

NCH Healthcare System
Naples, Florida
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Learning Bites

Patients Perception of Care

Brooke Billingsley, CEO, Perception Strategies
Running Time: 02:56

Enlisting Patient and Family Advisors

Bernard Roberson, Administrative Director, Family Services Development, Georgia Regents University and Health System
Running Time: 02:13

Why Should We Care "What Matters Most” to Our Patients and their Families?

Running Time: 03:47

Three Ways Empathy Can Build Relationships in Healthcare

Colleen Sweeney, Owner, Sweeney Healthcare Enterprises
Running Time: 03:15

Patient Experience Made Easy: Lessons from "World Class” Experience-Focused Businesses

Joseph Michelli, Customer Experience Consultant, The Michelli Experience
Running Time: 01:30

Using Patient/Family Feedback within a Health System

Sharon Cross, Program Manager, Ohio State University Wexner Medical
Running Time: 03:20

The Art of Empathetic Listening

Tony Padilla, Chief Experience Officer, UCLA Health
Running Time: 02:56

The Nurse/Patient Partnership

Kristin Baird, President/CEO, Baird Group
Running Time: 03:11



Planning and Launching a Patient and Family Advisory Council
Allison Chrestensen, Duke University Health System; Tiffany Christensen, NC Quality Center; Tanya Lord PhD, MPH, Foundation for Healthy Communities
VHA’s Whole Health Model of Care
Lauri Phillips, RD, LD, VHA Office pf Patient Centered Care & Cultural Transformation; Alyssa Adams, PsyD, CNS, Washington, DC VA Medical Center; Marina Khusid, MD, ND, MSA, Jesse Brown VA Medical Center in Chicago; Jennifer Sippel, PhD, VA North Texas Health Care System
Framing the Field of Patient Experience: Refocusing the Heart of Healthcare
Jason A. Wolf, Ph.D., The Beryl Institute
Patient Centered Rounding on Fearful Patients
Colleen Sweeney, RN, BS, Sweeney Healthcare Enterprises
Learning from Patient Narratives
Bridget Alston, Hackensack University Medical Center Palisades and Senem Guney, PhD, NarrativeDx
Learning from Children, Young People and Families in England: Improving Experiences of Care Together with National Survey Data
Kath Evans, NHS England, Janette Vyse, Birmingham Children's Hospital NHS Foundation Trust and Caroline Joyce and Emma James, Great Ormond Street Hospital for Children NHS Foundation Trust
Strength in the Storm: Using PFE Strategies to Reduce Burnout
Tiffany Christensen, North Carolina Quality Center
Key Communication Skills for Patient and Family Advisors: Enable Your Voice to Be Heard!
Jill Golde, Partner, Language of Caring
CAHPS Round-Up
Jan Gnida, Professional Research Consultants, Inc.
Operationalizing Your PFAC: 7 Steps to Sustainability
Allison Chrestensen, Duke University Health System and Tiffany Christensen, North Carolina Quality Center
The Truth about Frogs: A Real Story of the Power of Patient and Family Engagement
Chrissie Blackburn, University Hospitals Case Medical Center, and Mary Ann Dragon, University Hospitals Rainbow Babies and Children’s and MacDonald Women’s Hospitals
A Guide to the Certified Patient Experience Professional (CPXP) Examination
Deanna Frings, The Beryl Institute
Complimentary Webinar
Care Coordination & Transitions: How to Use Tools to Avoid the Common Pitfalls
Virginia Feldman, Nexus Health Resources and Scott Overholt, The White Stone Group, Inc.
Inspired Healthcare - A Collaboration Blueprint
Susan DeRyk, William Osler Health System
Engaging Patients and Families Each and Every Time
Stacey Koenig, Sheryl Chadwick, Dee Jo Miller, Linda Taloney, Children’s Mercy Hospital
Innovations in Healthcare: Developing Online Communities to Support an Improved Patient Experience
Joan Forte-Scott and Bev Anderson, Stanford Hospital and Clinics
The Impact of Hospital Hospitality Lodging on the Patient and Family Experience
Karylinn Echols, Executive Director, Healthcare Hospitality Network, Inc., Kristen Solt, American Cancer Society and HHN Board President, Toni Moore, President/CEO, Hospitality House of Tulsa and Kathy Sindel, Executive Director, HavenHouse of St. Louis
Patient Experience: Touching the Heart of Medicine
Kim Radel, MHA, Director, Care Copilot Institute, Allina Health and Kathy Krypel, LICSW, PMP, Senior Master Advisor, Aspen Advisors
Leaning in to Our Patient Experience Journey
Nancy Lawrence and Sarah Baughman, St. Thomas Elgin General Hospital
Improving Outcomes by Viewing Care Through The Eyes of Patients and Families
Michelle Bulger, PFCC Innovation Center
The SPIRIT Approach: A Children’s Hospital’s Strategy to Deliver High Quality, Safe and Memorable Healthcare Experiences
Deborah Smith and Susan Sweeney, Baystate Children's Hospital
The Journey to Improving the Patient Experience: Utilizing Patient/Family Advisors in an Academic Medical Center
Sharon Cross, Ohio State University Wexner Medical Center
Close the Gap between Patient Expectations and Reality: How to Boost HCAHPS Scores
Barbara Lewis, Founder, Joan's Family Bill of Rights
Patients as Partners: Integrating Patient Feedback in Improvement Initiatives
Paula Calestagne, Jewish General Hospital
I am the Patient Experience: What's in it for Us?
Nicole Johnson-Boatwright, MBA, BBA, PMP and Christine Abbott, Georgia Regents Medical Center
Engaging Your Patients: Surefire Strategies to Empathize, Interview and Educate
Edward Leigh, MA, Center for Healthcare Communication
Leading the Way by Communicating for Accountability and a Culture of Safety
Maysel Kemp White, PhD, FAACH, American Academy on Communication in Healthcare
IDEAL: Patient & Family Centered Communication
Diane Hartley, RN, BSN, MSN, and Rhonda Berndt, Oakwood Annapolis Hospital
My Seven Steps to Recovery
David Festenstein, Coach and Professional Speaker
Communication, Collaboration and Connection
Brenda Keeton and Annabelle Zakarian, MSN, RN, CVRN, Baylor Heart and Vascular Hospital
Getting CLUED IN to the Patient Experience
Jane Mericle, Nemours - A Children's Health System and Lou Carbone, Experience Engineering
Communicating Effectively: Strategies to Ensure the Quality of Communication with Patients
Michelle Fox, Health First and Blair Wright, The White Stone Group, Inc.
Patient Navigation: A Program to Enhance the Patient Experience and Impact the Bottom Line
Carol Santalucia, CHAMPS Patient Experience
Driving System Change through a Patient and Family Advisory Council
Esther Green and Joanne MacPhail, Cancer Care Ontario
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
How Reid Transformed Culture and Raised HCAHPS 40 Points By Engaging the VOICE of
Patients and Employees

Kay Cartwright, Reid Hospital and 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
PFCC: Beyond the Hospital Walls
Erica Steed and Naomi D. Williams, Georgia Health Sciences Cancer Center
Transforming Care: The Patient and Family Centered Care Methodology and Practice
Michelle Giarrusso, PFCC Partners, The Innovation Center of UPMC
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
Just the PFacts about Starting and Sustaining a Patient and Family Advisory Council
Laurie Brown and Tara Hendrix, BJC HealthCare

PX BOK Courses

Communication: Leveraging the Patient Experience Through Effective Communication

There are an unlimited number of factors that impact interpersonal as well as organization communication effectiveness. Leveraging key internal and external communication strategies is essential for ensuring the optimal patient experience. In this course you will learn proven patient and family communication methods, components and processes necessary to develop and implement a strategic communication plan to support the patient experience, and recommended educational efforts to reinforce the desired service behaviors.

Patient and Family Centeredness

Engaging patients and families as partners in their healthcare is a national priority and top of mind for healthcare organizations is exploring ways to ensure an approach that is patient and family centered. In this course you will learn the core concepts of patient family centeredness, explore and contrast three different PFCC models and create a plan that supports your organization’s efforts to being a PFCC organization.

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