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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

January 31, 2-3 PM ET

The Return on Value When Focusing on Your Patients’ Mind & Emotions
Avi E. Zaraya, MBA, Managing Director, Operations | Program Director, Exp KP | Inpatient Care Experience Leader

Stress, anger, disappointment, acceptance – words that broadly label patients’ feelings and emotions. But have we altogether forgotten the mindset that triggers these emotions and the internal toll these varying sensations play on the human being and their recovery? With a higher-level understanding of how the mind plays into patient emotions and how emotions play into patient recovery, learn how a redesign of direct and individualized patient engagement has become healthcare’s new baseline and provides for return on value as associated to the affects on stress, anxiety, pain, mood, and outlook on recovery.
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This webinar is sponsored by:

February 7, 2-3 PM ET

Embracing Transparency in Patient Experience Reporting: Gaining Physician/Provider Buy-In and Support
J. Paul Sommer, Sr. Director, Patient Experience, Geisinger Health System and Brandon L. Parkhurst, MD, Medical Director, Patient Experience, Marshfield Clinic

Healthcare organizations across the country are exploring the value and importance of transparency in sharing patient experience data. It has become a critical component in a comprehensive approach to improve excellence in patient experience. Join Dr. Brandon Parkhurst (Marshfield Clinic) and J. Paul Sommer (Geisinger Health System) as they share their organization’s journey in implementing transparency in patient experience reporting.
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This webinar is sponsored by:

February 14, 2-3 PM ET

CAHPS Imperative to Transform Patients’ Experiences
Katie Owens, MHA, Vice President for HealthStream Engagement Institute
L/C | P/R | PXS

Did the government ever need to regulate compassionate care? Compliance with CAHPS is a low bar to set for organizational achievement. Our research indicates that cultures dedicated to excellence achieve higher CAHPS performance, levels of workforce engagement and quality of care provided. In essence, committing to not just CAHPS compliance but cultivating patient experience competencies across the continuum of care creates daily opportunities to restore joy.
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February 21, 2-3 PM ET

Social Media: Opportunities and Challenges
Pamela Segura, MBA, Director of Patient Relations and Service Excellence, Cook Children’s Healthcare System

More than one thousand hospitals nationwide have embraced social media as a means of connecting with their communities. We will discuss how an integrated system can utilize Social Media to enhance the image, reputation, and awareness of its purpose through a variety of opportunities, and how some challenges are tackled through an algorithm designed by the collaboration between the Patient Relations and Public Relations departments.
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March 7, 2-3 PM ET

Partnering for Improvement
Kathy Denton, Ph.D., Associate Director Patient Experience, MD Anderson Cancer Center and Barbara Shelton, MS, Quality Improvement Education Consultant, MD Anderson Cancer Center

Partnering for Improvement is an education session that provides Patient and Family Advisors the skills and tools needed to be an effective improvement team member. Including the patient voice is important when initiating new processes, design, and policies as well as when making improvements. This session includes the educational components included in our Patient and Family Advisor education. To be a successful team member, this session provides our Advisors an understanding of the relationship between safety, quality, and patient experience. It educates advisors on the stages of team development and keys to good team member communication skills, and it reviews the key improvement tools used in most improvement projects. .
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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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August 15, 2-3 PM ET

Presence: Compassionate Communication Through Everyday Mindfulness
Marcus Engel, MS, CPXP, CSP

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.


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The Beryl Institute
1560 E. Southlake Blvd, Ste 231
Southlake, Texas 76092