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The Beryl Institute Webinars
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. Non-Members can purchase webinars at a cost of $99 each.
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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

May 28, 2-3 PM ET

NotasAbiertas Para Todos - OpenNotes Patient Navigation Program
Catherine K. Craven PhD, MA, MLS, FAMIA, Senior Clinical Research Informaticist, Mount Sinai Health System
Zeida Quintero-Canetti, Clinical Research Coordinator, Icahn School of Medicine at Mount Sinai
Cristina Villagra MPH, Clinical Research Manager, Icahn School of Medicine at Mount Sinai
John B. Wetmore MPH, Clinical Research Coordinator, Icahn School of Medicine at The Mount Sinai Hospital

Join this webinar to learn about Mount Sinai Health System's Spanish-Language Preferred OpenNotes Patient Navigation Program. Presenters will share patient anecdotes from the navigation sessions and key findings from three formal rounds of program evaluations as well as lessons learned to help others recreate the success. Patients loved this program and felt empowered to engage with their health information in their English-language patient portal accounts. Learn More>>

> Register Now

June 2, 2-3 PM ET

The Radiology Bundle: A Collaborative Approach to Designing an Experience Improvement Blueprint
Joy Graves-Rust, CPXP, Manager, Experience Design, Indiana University Health - North Suburban Area
Christi Cornelius, BS, CNMT, Deployment Leader, Indiana University Health - IU Health Adult Academic Health Center

In 2018 IU Health began surveying patients in “real time” and focusing on likelihood to recommend instead of overall rating of care. This shifted historically heavy inpatient survey responses to the outpatient world. Surveys from patients having a radiology or mammography experience account for 25% of all survey responses across IU Health North, Saxony, and Tipton Hospitals. Declining survey performance, a willing leadership team, and a desire to improve the patient experience resulted in a unique partnership between the facilities and the IU Health North Patient Family Advisory Council. Join this webinar to learn how patient experience aligned with the process improvement leader to increase patient experience awareness in front line team members, provided meaningful data to team leaders, and partnered with the IU Health North Patient Family Advisory Council as well as a new, online community of IU Health Insiders to create clarity and a baseline understanding of what matters most. Learn More>>

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June 9, 2-3 PM ET

PX 101 Overview
Deanna Frings, MS Ed, CPXP | Vice President, Learning and Professional Development, The Beryl Institute
Becky Reisinger | Director, Learning and Professional Development, The Beryl Institute

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.    

> Register Now

Please note the purpose of this webinar is to provide information on PX 101. The session will not provide patient experience education credit (PXE) as typically presented in our webinar programming. 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.


June 11, 2-3 PM ET

Adapt Quickly and Build Connections through Telehealth
Susan Haufe, Chief Healthcare Advisor, Qualtrics

Physician [to be named], Stanford Health
Mystique Smith-Bentley, Executive Director, Service Excellence, Stanford Health
Laura Cooley, PhD, Senior Director, Academy of Communication in Healthcare

Social distancing practices resulting from the Covid-19 pandemic have accelerated the use of telehealth and the health care community has clamored to adapt. This session explores the challenges, opportunities, and best practices to enable strong communication and patient experience in the virtual healthcare space.

Join Susan Haufe, Chief Healthcare Advisor at Qualtrics, in a discussion with leaders from Stanford Health and The Academy of Communication in Healthcare to learn: Challenges and benefits of delivering exceptional telehealth experiences Communication best practices to establish trust in the patient-clinician relationship  Virtual training opportunities needed to support clinicians
Learn More>>

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*PX Marketplace webinars are complimentary. Space is limited. If the webinar reaches capacity, registrants will have an opportunity to join a wait-list. The webinar replay will be provided to all registrants.

Brought to you by:

June 16, 2-3 PM ET

Improving the Patient & Provider Experience via Video Remote Interpretation - A Case Study at the Mount Sinai Health System
Silvina de la Iglesia, CMI Spanish | Associate Director, Language Assistance Program, Patient Service Center, The Mount Sinai Hospital
Erica Rubinstein, LCSW, CPXP | Vice President of Service Excellence & Patient Experience, The Mount Sinai Health System
Lourdes “Lulu” Sanchez, MS, CMI | Director of Implementation, LanguageLine Solutions

Over 200 languages are spoken in the area served by one of New York’s premier integrated healthcare systems. It also has patients coming from around the world. The system embodies the linguistic challenges faced by providers around the country. To address this, the system has implemented on-demand video remote interpretation (VRI). Presenters will discuss the impact of VRI on patient and provider satisfaction. The webinar will offer guidance to organizations seeking to enhance patient experience for the limited English proficient (LEP), as well as the Deaf and Hard of Hearing, while improving compliance and efficiencies across a clinical network. Learn More>>

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June 23, 2-3 PM ET

Improving the Patient Experience during COVID-19
Vanessa Mona, Director of Care Experience, Henry Ford Health System
Heather Hallett, RN MBA, VP Customer Success, SONIFI Health

The COVID-19 pandemic is putting hospitals — and their patients — in unprecedented situations. Henry Ford Health System is focused on the patient experience, keeping patients comforted and well informed at this time of uncertainty. They are turning to digital tools to help patients and employees stay up to date on new policies and procedures, deliver encouraging messages from the community and enable virtual experiences, including a virtual therapy dog visit. Learn More>>

> Register Now

*PX Marketplace webinars are complimentary. Space is limited. If the webinar reaches capacity, registrants will have an opportunity to join a wait-list. The webinar replay will be provided to all registrants.

Brought to you by:

June 30, 2-3 PM ET

Achieving Diagnostic Excellence: Patients as Research Partners
Susie Becken, Patient Advisor - Co-Chair, Regional Patient Advisory Council, Southern California Permanente Medical Group
Kerry Litman, MD, Physician Lead for Patient and Family Centered Care, Southern California Permanente Medical Group
Rochelle McCauley, Senior Consultant, Southern California Permanente Medical Group

Although diagnostic errors are often due to unintended and avoidable communication failures, error reduction frequently focuses on the practitioner’s perspective with patients relegated to limited involvement. This webinar will share how Southern California Permanente Medical Group (SCPMG) partnered with Patient Advisors to develop interventions that address diagnostic errors. Learn More>>

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July 7, 12-1 PM ET

Want to Work in Partnership with Patients? How to Co-produce Improvements with Patients.
Martha Donovan Hayward , Subject Matter Expert/Lead for Patient Engagement, American Hospital Association/Institute for Healthcare Improvement
Helen Lee, Experience of Care Professional Lead, NHS England and NHS Improvement
Claire Marshall MSc, Experience of Care Lead - Acute Care , NHS England and NHS Improvement

Starting from what matters to patients and co-producing how you how plan, design and implement your quality improvements in partnership with the people who use your services can transform your work. In this webinar, coproduced with a patient advocacy perspective, you will gain an insight into the Always Events® methodology which enables the co-design and consistent implementation of improvements that address what matters most to patients. You will hear from those directly involved who will share their experiences, learning, challenges, practical cocreation skills and “top tips” for successful coproduction. Always Events® has created a real social movement, with the methodology now being used by more than 50% of healthcare providers in the NHS in England. This has enabled a direct focus on improving patient experience through coproduction, active engagement by point of care staff and has delivered sustainable change in aspects of care that are a priority for patients. Learn More>>

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July 14, 2-3 PM ET

Parents' Fears When Their Child is the Patient
Mindy Spigel, Director of Patient Experience, CHRISTUS Santa Rosa and the Children’s Hospital of San Antonio
Ann Gonzales, RN and Parent, CHRISTUS Children’s Hospital of San Antonio

The Children’s Hospital of San Antonio team was curious about how the fears of adult patients compared to parents fears when they bring their children into the health care setting. With the generosity of a research grant from The Beryl Institute, over 200 parents were interviewed about their fears in health care and what health care providers could do to alleviate fears. Understanding people’s fears helps to connect caregivers not just to strategies but to the why. In this webinar, the participants will learn about the impact of fear on patient outcomes and experience. We also explore parent’s greatest fears and how caregivers can best alleviate those fears. Learn More>>

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July 21, 2-3 PM ET

Heart to Heart: Co-Designing a Parent Support Program
Darla Cohen, CPXP, Project Manager Patient Experience, Riley Hospital for Children at IU Health
Dana Hartman, RN, MSN, CPNP, Pediatric Cardiology Nurse Practitioner, Riley Hospital for Children at IU Heatlh
Stacey Snellenbarger, Family Advisor/Parent, Riley Hospital for Children at IU Health

When families receive a devastating diagnosis that their child has a life threatening medical condition, their lives are forever changed. Research is clear that as a result families experience PTSD, higher levels of anxiety and depression and an increased need for emotional support.

A parent whose child was born with Hypoplastic Left Heart Syndrome shared her idea for providing support from one parent to another with her nurse practitioner. With the help of the hospital’s project manager for patient experience, the Single Ventricle Heart Mentors program was launched. Join this webinar to hear how a parent to parent model supporting families who have children with life threatening medical conditions is effective in stress reduction.
Learn More>>

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August 18, 2-3 PM ET

CAHPS Round-Up 2020
Jan Gnida, CPXP, Senior Vice President of Research Operations, PRC
Andrea Paseka, Director, CAHPS Production, PRC

The Consumer Assessment of Healthcare Providers and Systems (CAHPS) surveys are continually evolving to measure and improve patient experience in the healthcare industry. Jan and Andrea dedicate their time to understanding existing programs, updates to current programs, and new developments to advance patient care. During this webinar, they will review key CAHPS programs including Outpatient/Ambulatory Surgery (OAS), the Accountable Care Organizations (ACOs) and Merit-based Incentive Payment System (MIPS), Hospice, Home Health (HH), and Hospital CAHPS (HCAHPS). They will review the HCAHPS Value-Based Purchasing (VBP) program and trends over the past few years. Jan and Andrea will also review current industry dialogue including star ratings and new approaches to capture the voice of the patient. 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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