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Patient Experience Week - How did you celebrate?
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How did you celebrate Patient Experience Week?

Share with the community how you celebrated this special week. Send your Patient Experience celebration plans, events, ideas and event photos to info@theberylinstitute.org, and we will post them for the community to view.


From Jayne James, Patient Experience Manager|, Clinical Governance Unit, Central Coast Local Health District, New South Wales, Australia

 

"We are excited to share some slides from our PX Week celebrations.'"

 

> View the Slides


From Kevin N. Hill, MBA, BSM, CPXP, Director of Experience Analytics, Office of Experience, Vidant Health:

 

"During Patient Experience Week, the Office of Experience created 3 items.  One item was a meal tray card that thanked patients for allowing us to take care of them. Another item was a “Hello” card for inpatient patients to let us know three non-medical things about them that they wanted to share. We also created a “I want my patients to know that:” card that team members in our clinics and outpatient areas shared with our patients."

 

 

> View More Photos


From Shani Rowell, Clinical Services Manager Region A, Sykes Assistance Services, Incorporated:

 

"This was our first PX Week Celebration! A great kick off to our cultural movement towards a better patient experience. Thanks for all the resources!"

 

> View the PX Week Flyer


From Mindy Young, Senior Lead, Quality & Patient Relations, Ross Memorial Hospital:

 

"We created a poster to promote our PX Week efforts along with some photos. We had our Patient Experience Partners (Patient advisors) man the booth during PX Week so that staff would have the chance to meet them and talk about our PEP Program, Patient & Family Council, and the projects PEPs are involved in throughout the Hospital. They also tried to recruit more PEPs and gather patient stories. We had “You are the Patient Experience” Thank-You cards available at the booth along with the colouring page from The Beryl Institute Resources."

> View the Poster


From Anjali Narayan, Medical Student, Northwell Health:

 

"As part of PX week, Northwell Health hosted a Patient Experience Conference at the Garden City Hotel in Long Island NY. It was an all day event on Tuesday 4/24, and started with a Patient Experience poster competition. I collaborated on a poster with  Danielle Qing (3rd year Medical Student) , Taranjeet Ahuja DO (Professor at Zucker SOM), and Alice Fornari EdD (Associate Dean of Medical Education)—and it  won 2nd place.  We presented the poster to a panel of judges and they loved the idea.

 

Photographed below are (L to R) : Anjali Narayan, Taranjeet Ahuja, and Danielle Qing."

 


From Kim Pritchett, BSN, RN, PHN, Patient Experience Coordinator, Marin General Hospital:

 

"Here is what we did for PX Week activities:

  • We took positive patient comments/stories that we collected from rounding & created posters that we put up in the cafeteria all week for staff & visitors to see.
  • We had a Friday Funday in which we handed out handmade goodie bags (photo attached). As staff drove into the parking garage, they received a bag with a mint chapstick that said “Thank you for your commitMINT to our patients,” a card that said “You’re the balm!” and a handful of mints. They loved the concept and appreciated the gift. To spice it up, we also made coupons to put into some of the bags. The coupon got our front desk Patient Ambassadors involved as the staff had to visit them to redeem their coupons to receive the special gift. The special gift was a $15 gift certificate to our Gift Gallery/Baby Nook. It was fun to see staff asking coworkers if they found a magic ticket in their goodie bag.
  • The other part of Friday Funday took place in the cafeteria for staff to spin a prize wheel and get some free swag, play some games in the Empathy Obstacle Course, and take pictures in the photo booth. The Empathy Obstacle Course had several activities to choose from: 
    • wearing gardening gloves, participants had to put beads on a string (this represents the dexterity that we lose as we age)
    • putting on blackout glasses with just a little hole in them & writing sentences/signing your name (this represents a patient that may have had a stroke)
    • breathing in & out of a coffee straw (this represents patients with respiratory conditions/impaired breathing)
    • putting your elbow in a bucket of ice water & waiting for the referred pain that isn’t expected due to the ulnar nerve (this represents patients who get caught off guard by experiences that are painful, or just the general unexpected situations that occur in the hospital)
    • putting on an arm immobilizer and then doing one of the aforementioned activities
    • with help from our nutrition department, we offered the thickened liquids that swallow precaution patients have to drink, puree peaches/pears/eggs, and protein/high calorie/meal replacement drinks 

Our Swag included PX themed whiteboard markers, pens, flavored chapsticks, and a mug. To receive the mug, staff had to write “I am the Patient Experience” & take a picture with it. We then put their signs & one copy of the photos on the wall in the cafeteria. It was a really fun day.

 

> View More Photos


From Oakley Smith, RDN, LD, Regional Director of Patient Experience, HCA TriStar Division:

 

"The Environmental Services teams of the HCA TriStar Division had a blast celebrating Patient Experience week! We were able to create daily challenges centered around the patient experience for our team members and also recognize them with heart cards, awards, and an ice cream social. Our teams across 13 hospitals were able to watch videos on how housekeeping staff can go above and beyond to make positive impacts on patients' lives. The teams have never celebrated patient experience week before, but after such an amazing inaugural celebration, we plan on observing every Patient Experience week going forward.

 

> View More Photos


From Natalie Boner, Director of Engagement, Greensboro Imaging:

 

"We celebrated Patient Experience Week for the first time this year and had so much fun.

First, we had props and signs for our staff to write on entitled “My Why”. They were invited to send their photos to our Department of Engagement to be printed and posted at the sites as a reminder of why we do what we do to care for our patients all year long. Second, we offered patients a selection from our “goody” bowls that included chocolates, candy and Chapstick. The patients really enjoyed the extra attention, especially the chocolate!

 

> View Photos


From Irish Jones, Patient Liasion, Flagler Hospital:

 

"We had a lot of fun for Patient Experience Week! #IAMTHEPATIENTEXPERIENCE

 

> View their PX Week Daily Activity Flyer

> View Photos


From Yvette C. Castro, MBA, Manager, Patient and Guest Services, Baptist Hospital:

 

"Here a few Patient Experience Week pictures at Baptist Hospital of Miami. My team and I would like to thank the Beryl Institute for all your support and for striving for Patient Experience Excellence! #keepspreadingthemessage #world-classCARE


From Marie Perillo RN, MSN, Chief Experience Officer/ VP Service Excellence, VNA HealthGroup:

 

"We recognized our caregivers and their vital impact on the Patient Experience with celebratory breakfasts at our numerous locations. As we did last year our photos accompanied the question “how do you FEEL your work impacts the patient experience?”

 

> View PX Week Recap Video


From Anne Marie Richards, Program Coordinator, The Children's Hospital Of Philadelphia:

"Our celebrations included:

1. CHOP staff members handed out fresh fruit to staff in the Main hospital and gift baskets of snacks were delivered to all of our off site locations in the Care Network as a thank you for all they do each and everyday for patients and families.

2. Hosted a family and staff panel, titled “What we say, what they hear?” centered around communication

3. Open house at our new Hospitality Center for families"


From Becky Humar, LMSW, Patient and Family Experience Program Manager, Arkansas Children's Hospital:


"Here’s our flyer summarizing the PX Week celebration at Arkansas Children’s."

> View PX Week Flyer


From Melissa Elliott, Manager Consumer Participation and Patient Experience, Centre for Patient Experience, Quality, Planning and Innovation, Eastern Health in Melbourne, Australia:

"Eastern Health is one of Melbourne’s largest metropolitan public health services. We provide a range of emergency, surgical, medical and general healthcare services, including maternity, palliative care, mental health, drug and alcohol, residential care, community health and statement specialist services to people and communities that are diverse in culture, age, socio-economic status, population and healthcare needs

 

Thank you for sharing The Beryl Institute tools - we have used the colouring in page and your certificates. The attached memo was used to promote the event in our Eastern Health Weekly email which is one of our key organisation wide communication emails."

 

> View PX Week Photos

> View the Email Memo


From Emily Tolle, Marketing Coordinator, HealthFirst Financial

"Our photo booth for Patient Experience Week was such a hit last year, we decided to bring it back this year! We took time this week to connect and share how we can provide exceptional experiences to every patient we help. We are all so grateful to have the opportunity to be a part of their overall experience."

> View PX Week Photos

From Ana Merzel Kernkraut, Coordenadora do Serviço de Psicologia / Departamento de Apoio Assistencial, Hospital Israelita Albert Einstein:

 

"Several activities have been prepared to celebrate the PX week at Hospital Israelita Albert Einstein.

We had a discussion about Engaging the Medical and the multidisciplinary team to improve the patient experience with the presence of our President: Sidney Klajner; our CEO: Henrique Neves, our superintendent medical director: Miguel Cendoroglo, HR Director: Miriam Branco; IT Director: Ricardo Santoro and ICU Doctor: Gustavo Janot. In the afternoon, a movie was presented followed by discussion about aging and dementia. Patients, families, doctors and the hospital team were present at these events. Then we had an all day long until midnight we are having an unforgettable adventure ride "Be a patient for 3 minutes" in 7D!

We also had a meeting about Open Notes: the path to implement the  access to patients to their notes as well to write notes in a secure electronic portals. Then on Friday, to close the PX experience week, we featured a debate with our president Dr Sidney Klajner and our former president Dr Claudio Lottenberg and two patients, members of our Patient Council, to discuss the challenges to have a effective communication between doctors and patients."

> View More PX Week Photos

From Anne Campbell, VP Partnerships and Chief Nurse Executive, Huron Perth Healthcare Alliance:


"We had a week packed of events throughout all four sites. We held 4 Patient Experience Fairs across all sites to celebrate our staff: video of senior leaders shadowing staff was shown, popcorn and refreshments, signing the PX Banner, a fun photo booth with props and signage “I am the patient experience”, candy grams for staff to send to peers recognising something they did to improve patient or peer experience, staff can fill out cards stating how they impact patient experience, staff are given purple wrist bands and lip balm that states “I am the patient experience”. Stratford Lobby also had a display case thanking staff for all they do and there was a staff appreciation lunch at all 4 sites."

 

> View the Full Activity Chart

From Deborah Austin, Director, Patient Relations & Accreditation, John Muir Health:


> View PX Week Photos

From Sarah Todd, Patient Experience Manager, NHS England:

"As a summary:

  • Launch event – 3 case studies on good patient experience and engagement (was all very emotional) – these included films
  • Two market stalls days – one at each of our two hospitals – showcasing good practice for improving patient experience (and a prize for the best stall)
  • Go For It! Fund – any staff/teams can apply for up to £2,500 of funding to set up their idea for improving patient experience
  • Arts competitions in our children’s hospital
  • Arts programme for whole week – musicians and artists in public areas and on specific wards/departments
  • Closing event (today) with presentation of awards – best market stall, Go For It! Fund winners, and runner up and winner of Patient Experience Champion of the Year (we have almost 300 champions now)."

From Tiffany Abramson, Patient Experience, Penn State Health:

"During the week of April 23-27th, 11,000 treat bags arrived in all of our outpatient clinics (70+ locations) and all inpatient areas for both our Children’s and Adult hospital. The bags included a logoed pen, memo pad, and tape measure along with a Patient Experience brochure, patient rights and responsibility guide and of course, to share in the love, a handful of Hershey kisses. We also had information booths at various locations throughout the week.  We encouraged all staff, patients and families to stop by and say hello, spin the wheel to test their patient experience knowledge and win prizes. The booths are run in partnership with our Family Advisory members and PE staff.

 

Make Your Mark Monday –April 23rd - Main Hospital Lobby 11am-2pm

Stop by the booth to visit our interactive patient experience collage, “making your mark” on the Penn State Health extraordinary patient experience.  (Attached is a picture of our work in progress collage – note the little paw print from our Pet Therapy program participating too!)

 

Twitter Tuesday – April 24th - Treehouse Café 11am-2pm

Visit the photo booth located at the Patient Experience table in the Treehouse Café. Share your pictures on social media by using #WeAre and #IAmThePatientExperience.

 

WOW Wednesday – April 25th - UPC II Main Lobby 11am-2pm

Create a WOW moment for a patient/family member.  Email your WOW moments toPatExp@pennstatehealth.psu.edu or stop by the booth and share with a team member.  Your story may be featured in our upcoming Patient Experience newsletter!

 

Thankful Thursday – April 26th – 30 Hope Drive Entrance B 11am-2pm

Thank someone today for choosing Penn State Health Milton S. Hershey Medical Center. Visit the booth for a complimentary pack of thank you cards.

 

Friendly Friday – April 27th – 35 Hope Drive Main Lobby 11am-2pm

Show us your smile on social media today with #WeAre and #IAmThePatientExperience.

Back by popular demand –Patients had Golden Tickets to give to staff this week!  Tickets were redeemed at our Main Hospital Information desk throughout the week for a treat of their choice."


From Amy Edwards, CPXP, Patient Experience Coordinator, Quincy Medical Group:

"This is our first time to celebrate Patient Experience Week and we were so excited! We sent an email blast every day and kicked off the week with an overview of events for the week."

> View their Flyer


From Elena Gonzalez, Experience Improvement, Mgr., Stanford Hospital:

"Stanford Children’s Health had a wonderful time celebrating PX Week 2018. I especially loved the collaboration between all the organizations on the connect site which allowed us to learn some new ideas."

> View their Flyer
> View More Photos


From Jennifer Lastic, Supervisor, Patient Experience, The MetroHealth System:


"We created  videos from our annual Employees Who Make a Difference campaign to celebrate Patient Experience Week. "

> View the Videos

 


From Candice Brooks, Truman Medical Center:


> View their Flyer


From Rhonda Ramon, Patient Experience Coach, UPMC Pinnacle:

"There was a display set up at the Employee Entrance with The Beryl Institute’s definition of the PX, quotes from each member of our senior leadership team on why the PX is important, our standards of performance with a nomination box to recognize employees, listing of PX accomplishments over the years, and AIDET reminder. There were also chocolate and mints with a sign that reads “Thank you for your commit“mint” to the Patient Experience!” See attached photos. Additionally, we emailed quiz out to all staff with a chance to win a $5 Dunkin’ Donuts gift card."

 

> View the Quiz

> View More Photos



From Barbara Wells, CASC, Administrator, Williamson Surgery Center:

 

"Williamson Surgery Center in Round Rock, Texas celebrated Patient Experience Week by awarding the staff with an #IMPX t-shirt if they completed our Patient Experience Trivia Challenge.  Of course, we celebrated with lunch too!"


From Tina Maglori, RN, MSN| Clinical Director, VNA of Englewood:

"We had a Patient Experience celebration at the Vising Nurse Association (VNA) of Englewood with participation from nurses, therapists, home health aides and support staff."


From Erica N. Steed, Director of Patient Experience, WellStar North Fulton Hospital:

 

"Our PX Week Fair was a success! Eight booths participated:

 

  1. Impacting the Patient Experience- Staff members selected “What would you do?” scenarios from balloon once popped. Staff member then provided behavioral based responses.   
  2. Guess Who- Photo Booth (I Am the Patient Experience)
  3. Jon-Paul Pick Up Trash- Timed (winner had the highest score and had to put on gloves without prompt)
  4. Patient Family Advisory Council – memory test (had employees practice two patient identifiers)
  5. Tasting by Sodexo- Staff member saw the difference between the following diet restrictions and sampled patient food (regular, pureed and mechanical soft)
  6. Moment of Reflection- Staff members wrote a Thank You card to co-worker or leader. Cards will be mailed by PBX office. 
  7. Telephone Etiquette (Smile You are on the phone)- Phone Booth assessed staff member greetings real time and provided kudos/coaching 
  8. Proactive Service Recovery (Putting out the Fire)- Staff members asked several questions about Patient Experience and the Playbook"

 

> View the Photos


 

> View Celebrations from PX Week 2014

> View Celebrations from PX Week 2015

> View Celebrations from PX Week 2016

> View Celebrations from PX Week 2017

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