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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 Premium and Organizational 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 27, 2-3 PM ET
Designing & Implementing an Effective Hospital-Based Music Program
William Dawson, Semans/Byrd Musician in Residence, Performing Arts Coordinator, Arts & Health at Duke, Duke University Hospital

This session will describe Duke University Hospital’s journey to provide live music to patients, visitors and staff throughout the hospital and hospital-based clinics. The speaker, a professional musician and educator, will focus on why live music is an important patient satisfier in the hospital setting and how it can be implemented through a number of cost effective practices.
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October 4, 2-3 PM ET


Sophisticated Approaches to Patient and Family Advisor Engagement, Part 3*
Allison Chrestensen, Project Coordinator at Duke University Health System, Tiffany Christensen, Performance Improvement Specialist, NC Quality Center and Tanya Lord PhD, MPH, Director of Patient and Family Engagement, Foundation for Healthy Communities

In this webinar, Tiffany Christensen leads a conversation about engaging your patient and family advisors (PFAs) in quality improvement efforts beyond the Patient and Family Advisory Council (PFAC) table. This webinar will provide participants with an overview of PFA engagement strategies employed by top PFE-performing organizations across the country.
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*This webinar is part of the Webinar Series on Patient and Family Engagement. Participants are not required to attend all parts of the series.

**The activity has been submitted to the Texas Nurses Association for approval to award contact hours. Texas Nurses Association – Approver is accredited as an approver of continuing nursing education by the American Nurses Credentialing Center’s Commission on Accreditation.


October 11, 2-3 PM ET

Designing Environments that Heal, Part 2: Evidence-Based Design*
Lorissa MacAllister PhD, AIA, LEED AP, NCARB, EDAC, President, Enviah and Susan Mazer PhD, President, Healing Healthcare Systems

In part two of the Designing Environments that Heal webinar series, presenters will discuss evidence-based medicine and evidence-based design – what it is and what it is not. Current research and contributions to the fields will be investigated and resources will be identified. Evaluation tools, such as the post-occupancy evaluation will be discussed as well as how to get organizations involved.
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*This webinar is part of the Webinar Series on the Environment of Care. Participants are not required to attend all parts of the series.

**The activity has been submitted to the Texas Nurses Association for approval to award contact hours. Texas Nurses Association – Approver is accredited as an approver of continuing nursing education by the American Nurses Credentialing Center’s Commission on Accreditation.


October 18, 2-3 PM ET


Enhancing Patient Experience and Engagement Through Technological Innovation*
Alison Tothy, Chief Experience and Engagement Officer, Associate Professor of Pediatrics, University of Chicago Medicine and Biological Sciences Division American School; Sue Murphy, Executive Director, Patient Experience and Engagement Program, University of Chicago

Patient-centered approaches to healthcare operations and delivery are at the forefront of our institutional planning. We strive to create a patient-centric environment of caring through efforts to capture real-time opportunities for engaging patients in their care and in their service expectations. This session will focus on the implementation of enhanced leader rounding, interactive patient care via technology including education and a patient experience real time portal and discharge calls facilitated by technology to illustrate how to build a commitment to multidisciplinary teamwork while improving the patient experience. Further, we will provide an outline for engaging frontline staff and leaders to help design and implement best practices aimed at engaging the patient and their families. By standardizing work and using technology, participants will learn how to focus on individualized care for each patient.
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This webinar is sponsored by:

*This webinar is an encore presentation from the Patient Experience Conference 2016.


October 25, 2-3 PM ET



Employee Culture: Engaging with the New Generation*
Andrea Hill, Program Coordinator, Patient Experience, Norton Healthcare; Jason Coffey, Director, Employee and Patient Experience, Norton Healthcare

New approaches to training utilizing pop culture references to engage staff and keep momentum going. Engagement approach led to employee driven training and programs, making it possible for employees to directly impact and "own” their successes. The use of crowdsourcing and looking outside of the healthcare industry (internal and external talent) is a way to inform new ideas and ways of doing things - understanding and targeting the employee audience, particularly how to reach the Millennial generation. This session will focus on understanding the impact of social media, gamification and pop culture on employee engagement and how to gain staff level engagement/buy-in to make "change” more fun.
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This webinar is sponsored by:

*This webinar is an encore presentation from the Patient Experience Conference 2016.


November 8, 2-3 PM ET


Innovative Approaches to Measuring Patient and Family Engagement, Part 4*
Allison Chrestensen, Project Coordinator at Duke University Health System, Tiffany Christensen, Performance Improvement Specialist, NC Quality Center and Tanya Lord PhD, MPH, Director of Patient and Family Engagement, Foundation for Healthy Communities

Measurement is necessary to know whether the changes we make are, in fact, an improvement. So how do we measure the impact of partnering with Patient Family Advisors? In this webinar, Tanya Lord, leads the conversation of how to creatively and practically measure Patient and Family Engagement. Participants will learn and discuss difficulties of using established measurement methods and the possibility of developing new ones.
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*This webinar is part of the Webinar Series on Patient and Family Engagement. Participants are not required to attend all parts of the series.

**The activity has been submitted to the Texas Nurses Association for approval to award contact hours. Texas Nurses Association – Approver is accredited as an approver of continuing nursing education by the American Nurses Credentialing Center’s Commission on Accreditation.


November 15, 2-3 PM ET

Designing Environments that Heal, Part 3: The Environment*
Lorissa MacAllister PhD, AIA, LEED AP, NCARB, EDAC, President, Enviah and Susan Mazer PhD, President, Healing Healthcare Systems

The final webinar in the three part Designing Environments that Heal series will focus on the sensory environment and the people who are living and working in the environment. The sensory environment will be defined and environmental stressor, symptoms and ways to provide relief will be discussed. Presenters will investigate the circular relationships of the occupants of the environment – the culture of healing. Finally, strategic planning and action steps will be presented in order for participants to be able to outline a healing spaces project that can occur in their own facility.
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*This webinar is part of the Webinar Series on the Environment of Care. Participants are not required to attend all parts of the series.

**The activity has been submitted to the Texas Nurses Association for approval to award contact hours. Texas Nurses Association – Approver is accredited as an approver of continuing nursing education by the American Nurses Credentialing Center’s Commission on Accreditation.


November 29, 2-3 PM ET


The Privilege of Being Busy: Balancing Productivity and Patient Experience*
Margaret Leaf, Senior Patient Experience Analyst, UW Health; Gregg Heatley MD, MMM, Vice Chair, Department of Ophthalmology and Visual Sciences, UW Health

After our organization moved to provider-level sampling and reporting of patient experience data, one of the most common concerns we heard was how to maximize the two seemingly incongruent demands of high productivity and high patient satisfaction. In many cases, clinicians assume that productivity and patient satisfaction are mutually exclusive, or that improving in one area requires sacrifice in the other. We wanted to better understand the relationship between patient satisfaction and productivity in the ambulatory setting, in order to address clinicians' concerns and share best practices. This session will identify specific techniques even the "busiest" clinicians can use to connect with patients and improve patient satisfaction performance, understand the relationship between volume and patient experience at one academic medical center and understand how to use quantitative and qualitative data to address clinicians' questions and concerns around patient experience.
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*This webinar is an encore presentation from the Patient Experience Conference 2016.


December 6, 2-3 PM ET


Deliver Value by Design: PFCC Projects that will Improve Experiences, Outcomes and Reduce Costs*
Patty Embree, Senior Director, PFCC Innovation Center of UPMC

Taking a patient- and family- centered approach to care delivery has many organizational benefits over the long term. Adopting the PFCC Methodology and Practice (PFCC M/P) will engage patients and families in real-time, break down organizational silos and caregivers will become reinvigorated and rediscover their mission. In this session, we will explore several projects that, together, achieve all aspects of the Triple Aim of improved patient experiences, improved health of populations and reduced cost of care. In this session, participants will identify specific examples of improved experiences, outcomes and reduced costs using the PFCC Methodology and Practice, learn how incorporating PFCC into workflows reinvigorates and engages caregivers and explore strategies for improving the health of populations and flipping focus from "What's the matter?" to "What matters to you?"
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*This webinar is an encore presentation from the Patient Experience Conference 2016.


December 13, 2-3 PM ET

Praise, Coach, Discipline: Giving Feedback to Others
Anita B Woodward, MBA, President, A. Woodward & Associates

Giving feedback is often hard to do. We forget to praise what we see as "expected” behavior, and we tend to avoid confrontation with people not performing up to par because we aren’t sure how to handle it, and we expect it will be difficult and emotional.
This session covers the hows and whys of giving feedback. Learn More>>

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