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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

April 18, 2-3 PM ET

Patient Experience Body of Knowledge Overview
Deanna LW Frings, MS Ed, CPXP | Vice President, Learning & Professional Development|The Beryl Institute

Attend this session to learn more about how you can enhance your knowledge and skills in the field of patient experience. The session will include a detailed overview of the PX Body of Knowledge, its course offerings and available certificate programs. We will answer your questions and equip you with the understanding of this comprehensive learning framework that provides a clear path to delivering superior patient experience performance.

*This webinar does not offer Patient Experience Continuing Education Credit (PXE).

> Register Now

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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May 16, 2-3 PM ET

How Family Caregiver Experience Shapes Patient Experience
John Schall, Chief Executive Officer, Caregiver Action Network

Family caregivers are more than advocates for patients, they are the ones who are implementing the care plan, ensuring adherence and compliance and, yes, completing surveys. Whether in the doctor’s office or at home, in the hospital or at the pharmacy, family caregivers are the only people who are consistently present with their loved ones across all care settings. Family caregivers are there as full partners with their loved ones through it all. The patient experience and the caregiver experience are inextricably linked.

Despite their crucial role in the care of their loved ones, family caregivers too often feel dismissed or ignored by health care professionals. Thankfully this is beginning to change. Many hospitals and systems have implemented programs and practices to support family caregivers. In this webinar we will explore several best practices that improve Caregiver Experience and subsequently Patient Experience. #WherePXmeetsCX Learn More>>

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May 23, 2-3 PM ET

Enhancing Patient and Physician Exam Room Interactions with the Electronic Health Record
Thomas Hopkins, M.D., Associate Medical Director, Sutter Independent Physicians and Anne Coit, Service Excellence Coach, Sutter Independent Physicians, CPXP, ICF-Certified Coach, Lean Sensei

Many physicians and medical staff experience challenges when it comes to maintaining high quality patient communication when the electronic health record (EHR) is in place. During this webinar, Thomas Hopkins, M.D. and Anne Coit, Service Excellence Coach will discuss communication challenges with the EHR and best practices physicians can implement to maintain rapport between the physician and the patient. Tom Hopkins, M.D. will share how these best practices have benefited his practice. Anne Coit, Service Excellence Coach, will also share how she coaches physicians on these skills.
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June 6, 2-3 PM ET

Language Access and Patient-Centered Care: Partnering with language specialists to enhance Patient-Centered Care
Nouria Belmouloud, CHI, BA, MA | Supervisor, Duke International Patient Services

Communication is the very heart of health care, business, entertainment and hospitality... but what happens when two people come from different cultures, speak different languages, and cannot understand each other? In this webinar we will explore ways to reduce misunderstandings that stem from linguistic, cultural and systemic difference and dissimilar expectations between patients and their providers.
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June 13, 2-3 PM ET

Driving Results Through Interdisciplinary Leadership Skills
Susan Adamek, PhD, RN, NEA-BC, FACHE | Director or Education, Dignity Health, Nevada – St. Rose Dominican Hospitals and Maggie Ozan Rafferty, DHA, RN | Chief Experience Officer, Dignity Health, Nevada – St. Rose Dominican Hospitals

Variance in patient experiences is often a result of inconsistent approaches. A large health system in the southwest has been able to reduce leadership variance and drive employee and patient engagement by implementing interdisciplinary leadership skills simulation. Each leader in the skills lab participated in a very structured personalized coaching session and was provided immediate feedback. Senior leaders served as evaluators which provided them with real time observation of the members of their teams. Patient and Family advisory Board members and current nursing students participated in skills lab roles as patient and employees. By augmenting its traditional classroom education with a hands-on skills lab approach this organization has increased alignment and built leadership confidence while actualizing measurable results.
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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.

November 7, 2-3 PM ET

The Patient Experience: Free from Harm
Tejal Gandhi, MD, MPH, CPPS | President & CEO, National Patient Safety Foundation

Patient safety is a serious public health issue and is an integral part of the patient experience. Like obesity, motor vehicle crashes, and breast cancer, harms caused during care have significant mortality, morbidity, and quality-of-life implications, and adversely affect patients in every care setting. Although patient safety has advanced in important ways since the Institute of Medicine released To Err Is Human: Building a Safer Health System in 1999, there is still much work to do. This session outlines areas of progress, highlights remaining gaps, and most importantly, details specific recommendations to accelerate progress.
Learn More>>

> Register Now

*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