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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


HEADLINER WEBINAR*
April 11, 2-3 PM ET


What Every CEO Needs to Know about Leading the Patient Experience
Kristin Baird, MHA, BSN, RN, President/CEO of Baird Group
C/L | PXS


Have you ever wished your CEO understood the challenges in achieving a consistent patient experience? Have you ever needed the help of your CEO but were afraid to ask? You have frustrations, but so does your CEO. After all, the buck stops there. This session is designed to help PXPs and CEOs to establish shared goals and communicate more effectively. Grab your CEO and other C-suite executives and ask them to join this targeted discussion. We’ll be looking at the patient experience from the C-suite and from the front line. We’ll share case examples from top performing organizations to learn what steps they have taken to work more collaboratively.
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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.


April 18, 2-3 PM ET


Patient Experience Body of Knowledge Overview
Deanna LW Frings, MS Ed, CPXP | Vice President, Learning & Professional Development|The Beryl Institute
COMM | C/L | PXS


Attend this session to learn more about how you can enhance your knowledge and skills in the field of patient experience. The session will include a detailed overview of the PX Body of Knowledge, its course offerings and available certificate programs. We will answer your questions and equip you with the understanding of this comprehensive learning framework that provides a clear path to delivering superior patient experience performance.

*This webinar does not offer Patient Experience Continuing Education Credit (PXE).

> Register Now


May 2, 2-3 PM ET


Going Digital: Identifying and Engaging the Newly Empowered Healthcare Consumer
Andreea Balan-Cohen, Ph.D., Research Leader | Deloitte Center for Health Solutions, Deloitte Services LP and David Betts, National Practice Leader on Customer and Digital Transformation
P/R | PXS | Tech


As the healthcare landscape is evolving from a wholesale marketplace to a retail marketplace where individual empowered consumers will influence winners and losers, an increased provider focus on convenience, transparency, and personal interaction is key. Improving patient experience can be an essential driver of hospital performance, since it can enhance customer loyalty, build reputation, and increase utilization of hospital services. We present results from recent analyses that found that hospitals who deliver exceptional experience often demonstrate higher profitability and more efficient operations, and discuss implications for healthcare providers as they consider undertaking a digital transformation journey to improve customer experience.
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May 23, 2-3 PM ET


Patient Centered Communication with the Electronic Health Record
Thomas Hopkins, M.D., Associate Medical Director, Sutter Independent Physicians and Anne Coit, Service Excellence Coach, Sutter Independent Physicians, CPXP, ICF-Certified Coach, Lean Sensei
COMM | PHY | TECH


Many physicians and medical staff experience challenges when it comes to maintaining high quality patient communication when the electronic health record (EHR) is in place. During this webinar, Thomas Hopkins, M.D. and Anne Coit, Service Excellence Coach will discuss communication challenges with the EHR and best practices physicians can implement to maintain rapport between the physician and the patient. Tom Hopkins, M.D. will share how these best practices have benefited his practice. Anne Coit, Service Excellence Coach, will also share how she coaches physicians on these skills.
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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
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 and 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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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.


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.
Learn More>>

> 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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