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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

February 14, 2-3 PM ET

CAHPS Imperative to Transform Patients’ Experiences
Katie Owens, MHA, Vice President for HealthStream Engagement Institute and Gregg Loughman General Manager & Vice President, PX Solutions for HealthStream
C/L | 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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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

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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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