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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


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
PFE


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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March 14, 2-3 PM ET


Understanding the Value of Home Care
Lakelyn Hogan, MBA, Graduate Certificate of Gerontology | Strategic Partnerships Representative, Home Instead Senior Care and LaNita Knoke, RN, BS, CMCN, CRPF | Healthcare Strategist, Home Instead Senior Care
C/L | ENV | PXS


Home is where seniors want to stay. However, most who reach the age of 65 will be unable to care for themselves at some point without assistance. The truth is, traditional care and programs will not meet the needs of the growing aging population. Home care plays an important role in filling these critical gaps. This presentation outlines how home care services fit into the healthcare landscape. It will also review best practices for health systems to partner with home care to change health outcomes for aging adults, navigate the daily challenges of aging and provide them with needed support. .
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March 28, 2-3 PM ET


Different? Same? Aren’t People Just People?: Serving the Many Faces of Healthcare
Lara Burnside, VP, Chief Patient Experience Officer | JPS Health Network and Annica Fischer, Director JPS Cares | JPS Health Network
CC&D


When we become aware of and embrace the cultural differences in our workplace – employees and patients – we serve each other better, can cure disease better, and provide a more caring and compassionate environment for our patients. Creating an environment focused on greater cultural competence will improve the interactions between patients and the hospital team. Not only will the overall experience for patients and families become better, but we have experienced significant improvement in quality outcomes, uncovered many good catches or near misses, and we connect to purpose with our patients in a more meaningful way.
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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.
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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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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.

 

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The Beryl Institute
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