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Frequently Asked Questions

This collection of our most Frequently Asked Questions provides brief answers to many common questions about The Beryl Institute. These questions address many issues central to the Institute including topics such as:

Have additional questions? You can contact us via email or by calling 866.488.2379

About The Beryl Institute

What is the purpose of The Beryl Institute?
Our commitment is to create a dynamic space for members to convene, engage and contribute to elevating, expanding and enhancing the global dialogue on improving the patient experience.

What is a community of practice?
A community of practice engages members as active participants and contributors to the collective development of knowledge, reinforcing the value and expanding the impact of patient experience efforts globally.

How does the Institute work to improve the patient experience?
The Institute offers resources, publications, events and connections dedicated to improving the patient experience. The Institute serves as a reliable resource for shared information and proven practices, a dynamic incubator of leading research and new ideas and an interactive connector of leaders and practitioners.

How large is your community?
Our community is made up of over 55,000 individuals who access the Institute's resources. You can learn more about the community here.

Is The Beryl Institute a non-profit organization?
Since its launch as a membership community in September 2010, The Beryl Institute has operated as an independent social enterprise. Our sister organization, Patient Experience Institute, was established in September 2013 as is an independent, non-profit, 501(c)(3) organization committed to the improvement of patient experience through evidence-based research and professional development efforts including certification and continuing education.

Does The Beryl Institute offer on-site consulting to improve the patient experience?
The Institute does not offer direct on-site consulting, but does provide access to several organizations with track records of exceptional work in the field that do offer on-site consulting. You can find some of these organizations listed in our PX Marketplace.


Note: Using Internet Explorer can cause compatibility issues with the website resulting in the webinar library not loading. We recommend using the following web browsers when accessing the site: Google Chrome, Safari or Firefox. If you continue to experience difficulty after switching browsers, please contact us at 

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What are the benefits of being a member of The Beryl Institute?
Membership provides access to a growing number of leading resources that will support you in leading a positive patient experience effort for your organization. This includes complete access to all Institute publications, complimentary registration to upcoming webinars as well as complete access to the archive of past webinars. For a complete list, see the benefits of membership.

Why should I join?
Membership allows for direct connection to the largest community of healthcare leaders committed to improving the patient experience. It also provides you access to an extensive and growing library of resources to inform and guide your work. Finally, engagement in the Institute signifies your commitment to and involvement in the broader conversation on improving patient experience. The Beryl Institute is built by and for our community members. We invite you to join us.

Who is eligible to join?
Anyone committed to the patient experience movement is eligible to join. The Institute is designed for leaders and practitioners who are improving the patient experience with roles in such areas as:

  • Executive Leadership

  • Physician/Nurse Leadership

  • Patient Experience/Satisfaction

  • Service Excellence

  • Patient and Family Advocacy

  • Marketing/Community Outreach

  • Quality/Safety

  • Operations

  • HR/Organizational Development

  • Patients and Family Members

  • Patient Experience resource providers and consultant

What is the cost of membership?
The cost of membership is $275 annually for a premium individual membership. Organizational membership options are also available. The cost of membership pays for itself many times over in not only savings, but also the value of content you can access and connections you will make. View the membership types available.

How do I join?
You can join via The Beryl Institute website. Simply go to the Join tab and select "Become a member.” Fill in the information requested and choose to pay by check or credit card.

Can I pay by check for my membership?
Yes. When you register to become a member, select the pay by check option. You may mail your check to the following address:

The Beryl Institute
P O Box 305172, Dept. #144
Nashville, TN 37230-5172

I receive emails from the Institute. Does that make me a member?
Individuals that receive emails from the Institute can be  either members or non-members of the Institute. Members have paid the annual membership fee, have a username and password to log in and receive comprehensive access to all member benefits. If you don't have login credentials, you are not considered a member of the Institute. However, non-members are part of the community and receive our latest news and updates. They also receive early notification on the expanding complimentary resources available via the Institute. To access the broader information available, we invite you to consider joining the community.

I have forgotten my username/password. How do I get this information?
To reset your password, click here. If you have forgotten your username, you can contact us at to receive that information.

Are there membership discounts for groups?
Yes, we offer memberships for groups as well as an organizational membership option. You can find more information about the membership types available here.

Does The Beryl Institute have a membership refund/cancellation policy?
Yes, the Institute has a membership refund/cancellation policy, please click here to view.

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What is the cost to order a publication?
We have several complimentary white papers and research reports available to download including our State of the Patient Experience Benchmarking reports. Members receive complimentary downloads of the complete library of Publications. For Non-Members, the cost of a publication is $29.95.

I have ordered a publication, but I didn’t receive a download link. How do I get the link?
When you order any publication, you will receive an email from us with a link to download the item. For publications, it will be a link that will download a PDF version of the publication. If you do not receive this email, please contact us.

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Events - Webinars/Topic Calls

The registration links for the events are not working, or I receive an error when I try to click on them. Is there something wrong with the link?
If you find that this is happening, it might be the result of a compatibility issue with your browser and our website. If you are using Internet Explorer, it's because of the Compatibility View setting. It is recommended that you use Google Chrome when accessing the site. 

I registered for an upcoming webinar/topic call, but I have not received login instructions. How do I get the login instructions?
You will receive the login instructions when you first register for the webinar. In addition, we will email login instructions two business days prior to the event and on the day of the event. If you do not receive these instructions, please contact us.

What is the cost to order a webinar replay?
Members receive complimentary access to the full archive of webinar replays. Non-members can purchase access at a cost of $120 per webinar. Contact us to purchase access to a replay.

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Are The Beryl Institute resources the most up-to-date patient experience content?
While we continually add to our library of resources , in honoring the value of all The Beryl Institute has published to support the patient experience movement since 2010, we feel it is important to maintain the full complement of resources in our library as a historical record. We acknowledge that some core ideas may feel outdated and that contributor affiliation and/or contact information may have changed over the years, but we believe the learnings may still be applicable to individuals and organizations at different stages of their experience journeys. As such, The Beryl Institute will not retire content from our extensive collection, but rather we will archive some resources while preserving their availability to our community.

We have created an "I am the Patient Experience” video and would like to share it. How do we do that?
We love seeing the videos that you create! Email us a link to the video, and we will post the video on our "I am the Patient Experience" page.

I have stopped receiving emails from the Institute. How do I make sure I receive your emails?
We know that sometimes email servers can block our emails from coming through. There are some easy steps to make sure that you receive our emails. You can view those here.

I am having trouble locating a resource on your site. What is the best way to find something?
You can find something on the website by using the PX Resources Search. Still having trouble? Reach out to us for more 
information at

I have a question that I would like to ask the community. Is there a place to do that?
Yes, PX Connect is a great option for posing questions to the community. PX Connect is open to members of The Beryl Institute and provides an opportunity for discussion of issues related to the patient experience, service excellence, patient and family engagement, patient  advocacy and questions for patient experience leaders. Learn more here.

I want to find out if someone I know is a member of The Beryl Institute. Do you have a member directory?
Yes, we do have a member directory. Access to the member directory is for members only. You can find it here.

How can I get involved in The Beryl Institute Community?
There are a many ways that you can get involved in The Beryl Institute Community. One way to be involved is to become a member. You can learn more here in our Ways to Get Engaged.


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Stay Connected

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The Beryl Institute
1831 12th Avenue South, #212
Nashville, TN 37203