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Patient Experience Conference 2011 Presentations
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Expanding dialogue on the patient experience.

One avenue for both the sharing of information and the connection of patient experience champions is The Beryl Institute Patient Experience Conference held every year. The 2011 Conference was held on April 13-15 in Dallas, TX and content is now available for all attendees. We are also excited to provide content from our past conferences as a resource. The following presentations from 2011 are now available to download:


Thomas C. Royer, M.D.
President and Chief Executive Officer, CHRISTUS Health
Creating Excellence in a New Company

Kristin Baird, R.N., B.S.N., M.H.A.
President and Chief Executive Officer, Baird Group, Inc.
CSI Meets the Flintstones: Using New Information to Change Old Ways


An Excellent Experience - Delivering on the Promise
Richard Corder, Senior Director of Service Improvement, Massachusetts General Hospital

Teaching Caring Communication: The Key to Breakthroughs in the Patient Experience
Wendy Leebov, President, Leebov, Golde and Associates

Just the PFacts about Starting and Sustaining a PFAC (Patient and Family Advisory Council)
Laurie Brown and Tara Hendrix, Business Process Consultants, BJC HealthCare

The Role of Support Services in Building a Collaborative Patient Care Environment that Drives Patient Satisfaction  
John Akalaonu, Director of Organizational Effectiveness, ARAMARK Healthcare
Ellen Wilson, Resident District Manager, Holy Redeemer Health System


Putting Patients First: Transforming Concentra, Transforming Healthcare
Ted Bucknam, President, Alan A. Ayers, Vice President of Strategy & Execution, Concentra Urgent Care

At the Core of Change is Heart
Dennis Ondrejka, Dir. of Professional Practice & Magnet Program Director, Exempla Lutheran Medical Center

How Human Resources Practices Influence Employee Engagement and Cultural Development
Deborah L. Thomas, Senior Director-Patient and Resident Experience, Sodexo Health Care Services

Aligning Diverse Ambulatory Services to Create a Unified Culture: A Journey Toward Achieving an Exceptional Patient Experience
Jamie Markel, Director OD & Corporate Service Officer, Debra Bradley, VP Ambulatory Services, WellSpan Health

The Circle of Growth: Gaining Customer Loyalty through an Employee-Focused Culture
Lara Morrow, Queen of Fun and Laughter, The Circle; Rick Palmer, Manager of Organizational Development, The Beryl Companies


Developing a Patient-Centered Experience for Out-Of-Town Patients
Emilio Williams, Strategic Advisor and Managing Director, Johns Hopkins Medicine International

How to Grow Marketing-Influenced Word-of-Mouth Marketing
Bill Gombeski, Director Strategic Marketing, UK HealthCare

Enhancing a Healthcare System’s Website to Impact the Patient and Caregiver Experience
Daniel E. Ansel, President / CEO, Private Health News

Experience Mapping Builds Empathy AND Revenue
Cara Zorzi, Associate Director of Marketing, MD Anderson Cancer Center
John McKeever, President, Gelb Consulting Group, Inc.


What Patients Fear and Why We Have to Know
Colleen Sweeney, Director of Ambassador and Customer Services, Memorial Hospital and Health System

Patient Experience Grant Research
Spotlighting: Fostering Sacred Encounters across the Patient Journey
Anne Freeman, Manager of Patient Experience, St. Joseph’s Hospital

Patient Experience Grant Research
HUSH Helps us Speed Healing
Nikki Cole and Linda Tjong, The Heart Hospital Baylor Plano

The Revenue Cycle Impact on the Total Patient Experience and How to Maximize Lifetime Revenue Value
Scott Morgan, President/CEO, Revenue Cycle Partners, LLC.

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