The Growing Role of Experience Leader is focused on current and aspiring PX professionals and leaders. It will explore the origins of the role and the trends grounded in research to see how the role has evolved with the growth of the experience movement. Structural considerations such as what roles are part of experience efforts, what areas of the organization, and budget, as well as strategic focus and experience plans and targets and measures for both big and small organizations will be discussed. Though a panel of respected experience leaders, real data and practice will be brought to life and practical takeaways will help participants begin to tackle these opportunities in their own organization. Learn More>>

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This webinar will cover what it means to prohibit discrimination based on race, age, sex, national origin and disability within healthcare. It will focus specifically on language access for LEP patients and guests, incorporating processes and policies for transgender patients, how to deal with service animals and emotional support animals and support for patients with disabilities. Practical approaches that can be implemented within any hospital or practice to ensure you're providing equal access to healthcare services for everyone. This includes policies to consider, aids and devices to have available, your language access plan and partnerships across the system that are important to success. Learn More>>

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*This webinar is an encore presentation from the Patient Experience Conference 2019.

PX 101 equips healthcare organizations with a foundational, easy-to-use educational resource to support and enhance your culture of patient experience excellence. Providing foundational key learning across seven sessions, PX 101 is ideal for use in orientation programs, as part of your annual education requirements and department specific education. Attend this webinar to hear a detailed overview of PX 101, view actual examples of the resources and get your questions answered. Learn More>>

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* The purpose of this webinar is to provide information on PX 101. The session will not provide patient experience education credit (PXE). This webinar is complimentary. Space is limited. If the webinar reaches capacity, registrants will have an opportunity to join a wait list and a webinar replay will be provided.

StudentsCare was initiated to improve the hospital experience and promote positive coping for pediatric patients and their families. Through StudentsCare’s Hospital Buddy Program college students are trained and paired with long-term pediatric to offer consistent emotional support. The program aims to foster compassion and empathy among the college students in the program,-- the majority who are aspiring healthcare professionals. In the long-term, this impact could lead to better patient care. This webinar will review the Buddy Program model, selection and training methods, along with the positive effects the program is having on college students, and pediatric patients and families across the country. Learn More>>

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Discover an integrated health system’s process to standardize a patient engagement platform. This session will highlight a sourcing activity and selection process that began a drive toward system-wide standardization but also the positive impact on the patient experience through new technology. Learn More>>

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Like many hospital systems, Mission Health has been focused on patient experience in the inpatient setting. However, as they have grown to be the sixth largest healthcare system in North Carolina and expanded their reach to include over 120 family, pediatric, OB/GYN and specialty clinics, we have become acutely aware of the importance of the human experience across the continuum of care. As a result, we developed Mission Experience Best Practices. The purpose of this model is to facilitate culture change in our system and expand the focus of patient experience improvement to the ambulatory setting. In this webinar, we will share the process of developing, implementing and evaluating this model, including the significance of lessons learned. We will explain how we utilize this model to set expectations, establish consistency, maintain accountability and improve performance by disseminating leading practices to all ambulatory clinics. Learn More>>

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A hospital admission and discharge is a significant event in a person's life. Unfortunately, the transition home often involves patients trying to comprehend multiple pages of instructions while feeling exhausted, eager, and nervous. While these transitions remain a key challenge for hospitals, one organization has leveraged innovative technology to help enhance the process and improve patient outcomes. This organization, by recording components of a patient's discharge plan, provides a way for patients to re-listen to their clinical course in a digestible format. These audio instructions are sent out to patients via phone 24 hours after discharge and can be accessed for 30 days. During this webinar, the presenters will convey: challenges related to the discharge process, key strategies in implementing new technology into nurse's workflows, successes in engaging stakeholders, their PDSA iterations and positive results realized. Learn More>>

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*This webinar is an encore presentation from the Patient Experience Conference 2019.

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Based on the Agency for Healthcare Research and Quality (AHRQ) Culture of Safety Survey, LincolnHealth identified improvement opportunities in the domains of Teamwork Across Units and Handoffs/Transitions.

Join this webinar to explore how this high performing healthcare organization is now meeting the national throughput benchmarks and continues to demonstrate improvement in additional domains. The presenters will share an interdisciplinary team-based approach, how they gained essential buy in and support and secured the dedicated resources. All, which has resulted in achieving impressive outcomes in patient throughput and enhanced teamwork. Learn More>>

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The complexity of pain treatment is often exacerbated by disparate goals and attitudes between patient and provider concerning the condition and treatment. To address this, the Cleveland Clinic’s Center for Excellence in Healthcare Communication created an experiential, skills-based course focused on enhancing relationship-centered communication to align agendas and expectations in these oftentimes challenging conversations.

In this webinar, Dr. Katie Neuendorf and Dr. Amy Windover will review the outcomes of the communication training courses. Among other things, attendees will learn what participants found most valuable about the course, how boundary setting became an important concept and why the skills of empathy and listening are vital in pain and pain management conversations. Learn More>>

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St. Jude Children's Research Hospital has spent nearly 18 months tackling the issue of wait times for the infusion clinic. This webinar will briefly share why we started this project then go in depth on the "how", including lessons learned. We'll start with a brief introduction, discuss the "why" and a brief review of the in-depth literature review that we completed. Then, we'll divide the webinar into two primary pieces: 1. how we decreased actually wait times and 2. how we improved the perception of wait times. We will conclude with a summary of our results and outcomes. Learn More>>

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*This webinar is an encore presentation from the Patient Experience Conference 2019.

This webinar is sponsored by:

Northern Westchester Hospital expects each manager to spend at least one night in the hospital in the role of a patient. Managers are paired in teams and assigned a time frame in which to complete the overnight. During their overnight stay, managers check-in, wear gowns, are transported by stretcher or wheelchair, sleep in hospital beds or care partner pull-out couches, tour waiting rooms and key departments, eat in the cafeteria and order patient room service, and document their findings using structured feedback tools including completing the HCAHPS survey for internal comparison. The insights gained from the management overnight program are compiled, analyzed and used for continuous improvement. Webinar participants can expect to learn about our management overnight program with a focus on the goals of the program as well as planning and logistics. Participants will hear lessons learned and suggestions made and implemented as a result of participant feedback. Learn More>>

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*This webinar is an encore presentation from the Patient Experience Conference 2019.

This webinar is sponsored by: