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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

February 19, 2-3 PM ET
Patricia Bradley

Communication: "The Main Domain" of HCAHPS
Patricia A. Bradley, Senior Director of Patient Experience,North Kansas City Hospital

Ask any patient what is the most important aspect of their care, and they will say communication from their care givers. In a health care climate with many uncontrollable variables, the one thing we do control is how we communicate with our patients and their families. This presentation outlines an organization's journey to embrace the need for more compassion and empathy in our communication. This presentation shares content to help you achieve an organizational shift in culture. The keys to success that will be presented: 1). Change begins with Senior Leadership; support, training, expectations and accountability. 2). Strategic organizational launch for all employees; purpose, skill building, inspiration, practice, mastery of content, and application of skills. 3). Performance coaching; creating an atmosphere where peer feedback is integral to the success of the organization 4). Leading your organization; how you take the lead, support the organization and own the initiative. Learn More>>

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February 26, 2-3 PM ET

LGBT Cultural Competence in Healthcare – Creating a Welcoming Environment
Shannon Patterson, Director of Patient Experience, NewYork-Presbyterian Brooklyn Methodist Hospital
Finn Brigham, Director of Project Management, Callen-Lorde Community Health Center


This webinar will focus on patient-centered ways to ensure your health center is sensitive to the needs of your lesbian, gay, bisexual, and transgender (LGBT) patients, visitors and staff. As we begin to understand the complex health needs of the LGB and especially T community it is important to ensure we are competent in LGBT health. This webinar will describe LGBT terminology, explain the unique healthcare needs of this community and give you concrete ways to improve your health center’s LGBT cultural competency. In addition providers and patient advisors will hear effective best practices on how to implement these competencies on a large scale, from an organization recently designated as a leader in LGBTQ healthcare equality by the Human Rights Campaign Foundation. Learn More>>

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March 5, 2-3 PM ET

Culture of Safety: Does Your Patient Have a Voice?
Jason Fish, MD, MSHS, MS-MAS | Assoc. VP - Quality and Safety (Ambulatory), UT Southwestern Medical Center
Pam McKinley, RN | Manager - Safety Outcomes and Performance Improvement, UT Southwestern Medical Center
Adrian White, RN | Director - Safety Outcomes and Performance Improvement, UT Southwestern Medical Center

Imagine unlocking your organization’s potential by knowing the true culture of safety through the eyes of the patient or caregiver. Consider how capturing that knowledge could inform a journey of patient engagement, performance improvement and cultural transformation. Solutions to safety concerns in the healthcare environment depend on building effective partnerships and harnessing the underutilized power of our patients and families. Webinar participants will learn practical strategies and tactics used in the selection, co-design, and deployment of a face-to-face ‘Voice of the Patient’ safety assessment of their organization’s culture of safety. Learn More>>

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March 12, 2-3 PM ET

Engaging Peer Mentors to Support Patients and Families in Transition
Marie McNaughton CPXP, Family and Youth Engagement Coordinator, Alberta Children’s Hospital
Deborah Thul, Adolescent Transition Coordinator, Alberta Children’s Hospital
Adam Watson, Peer Mentor, Alberta Children’s Hospital


It helps to talk to someone who’s been there. This webinar will discuss the use of volunteer peer mentors to support patients and families going through youth care transitions at the Alberta Children’s Hospital. It will highlight the framework developed for training and supporting peer mentors to do one to one connections. It will also describe the development of a peer led workshop “Teens Talk Transitions” designed to help prepare youth and their families for the transition from pediatric to adult care. Learn More>>

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March 26, 2-3 PM ET

Unconscious Bias, Microaggressions, and Class
Andre D. Campbell, MBA | Manager, Bridges Summit County, United Way of Summit County

This webinar will discuss the impact of unconscious bias, and its effects on behaviors, interactions, and decisions across socioeconomic classes. Participants will learn how to define unconscious bias, and become more aware of its influencing factors; understand how unconscious biases affect one’s attitudes, behaviors, and decisions towards individuals and groups; and discover and identify ways to mitigate biases. This webinar is brought to you by the Patient Advocacy Community of the Beryl Institute. Learn More>>

> Register Now

April 9, 2-3 PM ET

G.R.E.A.T. Provider Coaching for Patient Experience Excellence
Tom Scaletta, MD, CPXP | ED Chair, Edward Elmhurst Health
Julie Danker, LCSW, CPXP | Chief Experience Officer, Smart-ER LLC

This webinar will outline each facet of G.R.E.A.T. "Greet, Relate, Explain, Ask and Thanks" a patient-centered communication tool that can be used as a framework for a provider coaching program. Coaching is a much larger topic than using scripted words. Attendees will appreciate how coaching created an activated patient that becomes eager to learn of his/her diagnosis, remain adherent to the medical plan and this creates excellent outcomes. Sustained modification of a provider behavior is difficult. We will touch on change management theories that motivate staff, accountability and why patient perception of provider concern is a key performance metric. Burnout is rampant and often is at the core of poor performance. We will give an overview of burnout in terms of why is increasing in frequency, what the cardinal symptoms are, the problems it causes for patients and providers and how to break free from its grip. Learn More>>

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April 30, 2-3 PM ET

Tea for the Soul: A Creative Program for Increasing Staff Resilience and Engagement
Amanda J. Conley | Chaplain, Ohio State University Wexner Medical Center
Cathy L. Disher | Chaplain, Critical Care, OSUCCC James, Ohio State University Wexner Medical Center

This webinar describes a creative, cost-effective and benchmarked chaplaincy-led support program for clinical staff called Tea for the Soul. Clinical providers and hospital staff experience daily emotional and physical stress as they care for very sick patients and their families in high pressure situations. This cumulative and unrelieved stress can leave staff feeling depleted, fatigued, and at risk for burnout. These factors negatively impact staff engagement and the ability of staff to deliver compassionate care to patients. Two Chaplains from Ohio State University Wexner Medical Center will share Tea for the Soul program details and outcomes, as well as positive feedback from participating staff, providers, nursing and other medical center leaders who are ongoing champions of this program. In less than two years, this initiative has had remarkable impact in mitigating the stress of clinical staff, developing connected interdisciplinary relationships, and increasing staff’s perception that the organization values them. Learn More>>

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Legend - Strategic Lenses of the Experience Framework

Policy & Measurement
Environment & Hospitality
Innovation & Technology
Patient, Family & Community Engagement
Staff & Provider Engagement
Infrastructure & Governance
Culture & Leadership
Quality & Clinical Excellence

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550 Reserve St., Suite 190 #26
Southlake, Texas 76092