How did you celebrate Patient Experience Week?
View celebrations from PX Week 2014.
From Irene Ramirez, Manager, Patient Experience, UCLA Health
"In order to build excitement around PX Week, we’ve invited patients and staff to participate in the "I am the Patient Experience” card movement and have created a video highlighting all the different roles that shape the Patient Experience at UCLA. During PX Week, we’re dedicating each day to a different group: Monday – Patient Day, Tuesday – Caregiver Day, Wednesday – Ambulatory Day, Thursday – Meet the Office of the Patient Experience, and Friday – PCAT Rounds, and inviting patients and staff to stop by booths to learn more about the different projects and best practices that are improving the UCLA Patient Experience."
From Lisa Hawthornthwaite, Senior Patient Experience Specialist, Quality, Patient Safety and The Office of Patient Experience, London Health Sciences Centre
"Today at LHSC we announced our membership with The Beryl Institute. With the support of the Corporate Communications team and the sponsorship of our Vice President of Quality, Patient Safety and Professional Practice. This morning our LHSC broadcast email was shared highlighting the week and an intranet feature is planned this week with more information to staff about patient experience. See attachments.
Thanks to your resources, ideas and creativity we have been raising awareness among the staff and leaders about our collective vision to improve patient and family experiences.
We are celebrating the 89 patient experience advisors in our structure who are collaborating with us in improvement projects, committees and education. At corporate orientation and our half day workshop, we have been showing your videos 'Defining Patient Experience' and ask employees to pledge there commitment. These sessions have been and co-facilitated with patient advisors. We have been offering patient experience at orientation and a staff session since the Fall of 2013 and this week we took the opportunity to share and highlight these important initiatives with the global PX celebration. Thank you!"
> View the announcement
From Bryanna Gallaway, Manager, Patient Experience Programs, Stanford Hospital & Clinics
"I am excited to share that Stanford Hospital and Clinics is on board and busy planning our Patient Experience Week. We have a pretty solid plan and will have many pictures and stories to share afterward, if the Beryl Institute is interested in receiving that information. As our first year joining this national celebration we are excited to see what the reception of our staff, patients, and families will be, and adjust for a bigger and better Patient Experience Week next year.
Thank you for all of the tools, ideas, and general inspiration for this event!"
> View Stanford Hospital & Clinic's PX Week Plan
> View Stanford Hospital & Clinic's PX Week Recap
From Kameil Grant-Knight, Patient Representative, Hospital Administration, Memorial Sloan-Kettering Cancer Center
"At MSK, we plan to celebrate the week by hosting:
- unit based educational activities, such as in-services, pop quizzes, and empathy test for prizes
- information table – offer resources on service recovery, advance directives, maximizing doctor visits, and how and when to contact a Pt Rep
- Luncheon with a guest speaker – our speaker this year is transgender male who underwent breast cancer surgery and is speaking to our group about his experience while undergoing cancer treatment"
From Lynn Charbonneau, Director, Patient and Community Experience, Waterbury Hospital
"Please see the attached for celebrating PX Week. This was coordinated by our Patient Experience Team""
> View Waterbury Hospital's PX Week Flyer
From Amber Daughtry, Patient Experience Specialist, Johnston Health
"Below are the many activities we are doing this week. Attached is the placemate that is also going on all meal trays starting today to kick-off PXP Week with our patients. I will send pictures throughout the week of the different activities. Thank you for all the Beryl Institute does for me in order to better serve my organization."
> View the planned activities
From Tina Jones, Program Director, Patient Relations, Saint Luke's Hospital Kansas City
"I have done certificate of appreciations for a couple of departments, a couple of doctors and those that help us improve the patient experience. I provided goodies for each person – a bag of healthy treats and a gift card to our cafeteria – treats to take care of those who take care of others."
From Wendy Bankes, Radiology and Clinical Lab Project Manager, Cincinnati Children's Radiology
> View the I am the Patient Experience Flyer
> View the Patient Experience Week Flyer
> View the Patient Experience Flyer
> View the Communication Workshop
> View the Thank You Flyer
From Russell Arant, MHA, Director of Service Excellence, Providence Hospitals
Providence Hospitals in Columbia, SC, kicked of the week with the following:
1. "I am the Patient Experience" YouTube Video
2. Roll out Candy Bowl awards for team recognition:
a. Highest Overall Rating Award
b. Most Improved Overall Rating award
c. Most compassionate award
d. Most supportive (for non-clinical support teams) award
3. Lunch & Learn Educational Events focusing on "Emotional Wellness" of our patients and staff
4. Mass communication of patient comments and stories to front line
5. "Ask 3 / Teach 3 Medication Clarity" initiative directly targeting patients to engage them to speak up and ask questions about their medications
6. Roll out of eCard service on Providence Hospitals website
7. Communication training house-wide rollout: via HealthStream education system
From Jane Gulley MN, RN, Exceptional Patient/Member Experience Program Manager, Presbyterian Healthcare Services
To celebrate the Patient Experience Week we:
- Held two EPE Champion celebrations. Each champion received a goodie bag with candy ,a gift card, and special employee lapel stickers that say ” I am the Patient Experience” to distribute to staff and thank them for creating exceptional experiences.
- Highlighted the week on our internal PresNet and employee communication
- Ordered banners to display for our 3 hospitals in Albuquerque
- Named May 1st as our Patient Experience Day to recognize and thank our patients.:
a. We are distributing lapel sticker that says” Thank you for being a Presbyterian Patient”
b. We are displaying our Patient Experience Week banners and greeting patients and families to give away wellness related educational brochures, sunscreen, New Mexico cook books, tape measures and Presbyterian bags.
c. Champions will greet and welcome patients/families in the lobby and at registration
- We also sent lapel stickers to our 6 regional hospitals across the state of New Mexico, so they could participate.
From Fran Vitullo, Manager, Patient Advocacy, St. Elizabeth Health Center
"A successful first annual PX Week at St. Elizabeth Health Center in Youngstown, Ohio!
On Tuesday, April 29th, we had a PX table outside the café at busy times. The PX table volunteers were Directors and Vice-Presidents (PX starts with leadership so their presence was key). We asked employees to watch the 2014 Beryl Institute Opening Conference video (on a flat screen TV next to the PX table), then asked them to recommit to the PX by signing a pledge card. We took their picture and gave them a small gift for stopping by. And guess what we did with the pictures. Yep, we made a video of the event, and blasted it out the next day. It was THE hit of the week! Here’s the link to our video:
On Monday, Tuesday, and Thursday, the Patient Advocate Department hosted three webinars, two from The Beryl Institute.
On Thursday, May 1st, on all three shifts, leaders were at hospital entrances where employees enter for work. We thanked them in honor of PX Week and gave them specially made packaged cookies with a Spring theme,"Thanks for Helping Us Bloom”. A hit among employees and families! We also rounded with cookies throughout waiting rooms and offered cookies to loved ones."
> View the schedule of events
From Shannon O'Keefe, Service Coach, Patient Relations, Virginia Mason Medical Center
What we did to celebrate the Patient Experience week was to have cards made that said, "I make the patient experience better by” and staff would fill in the blanks and we would take a picture. We then took the "photo booth show on the road” and then posted the pictures on our Facebook Page. I have included a link to Virginia Masons Facebook page for you to view the 59 pictures that were taken. All had fun as you can see. Next year will be super-super fun!
The road show photo booth photos were taken by Erki Ruubas, Supervisor Volunteer Services and two of his extraordinary volunteers spent an entire day travel to our Regional Medical centers to capture our staffs photos! Thank you Erki! Ask us about the significance of the blue feather boa if you are curious!
From Amy Whidden, Patient Experience Officer, William Osler Health System
Our theme for Patient Experience Week was, "You’re an Osler Champion,” and we celebrated and recognized our "Osler Champions” in a number of ways. The week was kicked off with a wonderful memo of thanks to all of our staff, physicians and partners from Lori Diduch, our Vice President of People, Service, and Performance. Below is an excerpt from the memo:
"This week marks the first-ever global Patience Experience Week. Established by the Beryl Institute, this week is dedicated to celebrating the accomplishments of health care staff, physicians, independent practitioners and volunteers making a difference in the patient experience. Whether you have a clinical or non-clinical role, you have an impact on a patient’s everyday experience, and it is that impact that makes Osler an organization we can all be proud of.”
Within the memo, we embedded the latest Beryl Institute video along with a one-question survey, asking our staff and physicians to tell us how they or their team enhanced a patient’s experience by going above and beyond. Survey respondents became eligible to win prizes. We received many survey responses and plan to share them with our staff and physicians to highlight some of the great work that happens daily, right here at Osler. In addition, posters commemorating the week were placed throughout our hospitals and in lovely display cases at each location (photos are attached).
During the week, the Osler Service Excellence Team, along with our Senior Leadership Team, visited the units, speaking with staff and partners to thank them for their hard work and dedication. This was definitely a highlight – the looks of surprise and the sentiments of gratitude everyone expressed were wonderful! We all enjoy feeling appreciated, and it was such a great experience to be able to thank, and give back to staff and physicians at Osler.
It was rewarding to participate in the first-ever Patient Experience Week. We already have many ideas for next year’s celebrations.
>View the PX Week Poster
From Amber Lococo, Patient and Family Experience Improvement Specialist, Wheaton Franciscan Healthcare
>View the Puzzle
>View the PX Week Summary
>View the Self-Care for Great Care Card
>View the PX Champion Nomination Form
>View the PX Week Open House
> Back to Main PX Week Celebration