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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

January 25, 2-3 PM ET

The Human Experience in Healthcare: How We Can Thrive at the Edge of Uncertainty
Jason A. Wolf, Ph.D., CPXP, President, The Beryl Institute

2018 brings continued uncertainty for healthcare and shifting pressures on our healthcare systems globally. This potential friction of calm and chaos is the boundary on which we will find ourselves in healthcare for some time to come. But it is on this very active boundary where we can and will thrive. In times of uncertainty we often seek connection and a return to what matters and it is this idea of the need to connect, of a “both/and” versus an “either/or”, where we find ourselves moving. We are moving to a focus on the human experience at the heart of healthcare.

In this reflective conversation, engage in what is driving healthcare into this year and beyond and what we as healthcare professionals, patients and caregivers - as human beings - can do to change the nature of healthcare for the better. We can use the uncertainty of the moment or the lack of clarity of what lies ahead as a distraction or we can focus on what matters at our core. Learn four considerations in our efforts to focus forward and explore how a commitment to human experience will have us thrive at the edge of uncertainty. Learn More>>

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*This webinar is complimentary. 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.

This webinar is sponsored by:

January 30, 2-3 PM ET

CAHPS Round-Up
Jan Gnida, CPXP | Director, Patient Experience & Government Surveys, Professional Research Consultants, Inc.
Erin Godden | CAHPS Communications Manager, Professional Research Consultants, Inc.
M/M | P/R

The Consumer Assessment of Healthcare Providers and Systems (CAHPS) surveys are continually evolving to measure and improve patient experience in the healthcare industry. Our presenters dedicate their time to understand existing CAHPS programs, updates to current programs, and new developments to advance patient care. Join them as they review key CAHPS programs including Outpatient/Ambulatory Surgery (OAS), the Merit-based Incentive Payment System (MIPS), Hospice, Home Health (HH), and Hospital CAHPS (HCAHPS), share developments in the Emergency Department Patient Experience of Care (EDPEC) and Cancer Care surveys and outline the latest trends on the HCAHPS Value-Based Purchasing (VBP) program.
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February 6, 11 AM - 12 PM ET

A Patient and Family Experience Framework: Combining Lean & Person Centered Care
Cathy Bachner, Patient Partner, Huron Perth Healthcare Alliance
Anne Campbell RN, BScN, MN | VP Partnerships and Chief Nurse Executive, Huron Perth Healthcare Alliance
PI | PXS | 

In 2009, the Huron Perth Healthcare Alliance (HPHA) identified Patient and Family Centered Care (PFCC) a priority and concurrently adopted Lean methodology to sustain continuous improvement at all levels. Sustaining PFCC and Lean principles was a challenge with one not aligning with the other. The Patient and Family Experience Framework was developed to blend these principles and create a culture where the principles were lived daily. As a result, PCC and Lean principles have been sustained through the voice of the patient and the voice of the staff co-creating the way we deliver patient care and health care services. With leadership development and extensive patient and staff engagement at all levels, the culture transformed over six years with measurable outcomes in decreased wait times, revised care processes, reduced complaints, improved patient and staff experience, and program redesign with cost savings. This presentation will describe the journey, outcomes and lessons learned.
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February 13, 2-3 PM ET

Building Impactful Relationships and Collaboration with Non-Traditional Team Members as Partners
Caroline Costello, FACHE, CPXP | Director, Friends and Family Program, Patient and Family Insights and Guest Services Ambassadors, UChicago Medicine
LaTonya Macklin, RN, BSN | Program Manager, Experience Improvement and Innovation, UChicago Medicine

Committed staff members at all levels can promote the delivery of patient-centered outcomes and create connections with patients and families that transcend each episode of care. At the UChicago Medicine, team members newer to presence on care units and representing a variety of areas capture patient feedback and address needs in real time. By creating open conversation with a non-clinical agenda and making the environment safe for sharing, this special team offers support to patients, to families and to their health care colleagues as they build partnerships through targeted patient visits, huddle and meeting attendance and friendly check-ins. These non-traditional partners are considered vital in improving the overall patient experience, as this creates a completely holistic approach, demonstrating to patients, families and staff that at UChicago Medicine, we are all here together to serve.
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March 6, 2-3 PM ET

XIC Marks the Start
Tria Deibert, VP Experience Marketing, Hackensack Meridian Health
Elizabeth Paskas, VP Experience Innovation, Hackensack Meridian Health

Imagine this…a place that creates space for ideation and innovation, eliminates duplication of effort, gives vendors a clear path in your organization and accelerates sharing of best practices and bright spots. Sounds like an experience leader’s utopia, right? Pssst, it exists. And you too can find it! Join Hackensack Meridian Health to learn how we created Xperience Innovation Café (XIC) – a place where innovative ideas, new technologies and best practices are evaluated by key stakeholders and frontline users for implementation and scale. Learn how we harnessed the power of XIC as our starting point, creating a definitive process for vendors and a stage for the best and brightest ideas within our Network to deliver on our strategy and vision to humanize the health care experience…while having fun along the way! 
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March 22, 2-3 PM ET

Empathy Reinvented for the Resistant or Misunderstood Healthcare Professional
Lisa Bruhn, CPXP | Patient Experience Educator, Marshfield Clinic Health System
Jami Kaiser, CPXP | Patient Experience Educator, Marshfield Clinic Health System

Empathy isn't a new topic, but helping people that don't inherently see the value of it, or naturally have the skill to express it, can be challenging. Empathy must include 3 key elements to be interpreted positively. During this session you won’t only learn, but will apply the 3 elements of empathy.  
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May 15, 2-3 PM ET

Millennials + Healthcare: How to Create Synergy within a Four Generational Workforce
Megan Charko MAM | Program Manager, Pediatrics, NRC Health

Let’s face it: Millennials are changing the game. They’re young, hard to define, and many are not playing by traditional healthcare rules. Millennials are also the future of our workforce. So, what are we doing to attract and engage them.

This webinar devotes special attention to a perplexing but important demographic group and in the process uncovers several interesting trends. Join us to gain deep insights into the mysterious Millennial and uncover what makes them unlike any other generation.
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1560 E. Southlake Blvd, Ste 231
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