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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. 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

November 12, 2-3 PM ET

A Team Approach to Improving Patient Throughput
Dianna Trueman, Charge Nurse, Emergency Department, LincolnHealth
Anne Applebee, RN Shift Supervisor, LincolnHealth
Jill Simmons, Manager of Case Management, LincolnHealth

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>>

> Register Now

November 19, 2-3 PM ET

Communication Training for the Opioid Crisis
Dr. Katie Neuendorf, Associate Program Director, Palliative Medicine, Cleveland Clinic
Dr. Amy Windover, Director, Center for Excellence in Healthcare Communication, Cleveland Clinic

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>>

> Register Now

December 3, 2-3 PM ET

Putting Time on Your Side in the Waiting Room
Janet Giordano, Clinical Nursing Coordinator, St. Jude Children's Research Hospital
Diane McGarry, Manager, Patient and Family Experience, St. Jude Children's Research Hospital

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>>

> Register Now

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

This webinar is sponsored by:

December 10, 2-3 PM ET

Management Overnight Program: Through the Eyes of the Patient
Darol Bates, Director of Patient & Family Advocacy, Northern Westchester Hospital

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>>

> Register Now

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

This webinar is sponsored by:

January 7, 2-3 PM ET

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

PX 101 equips healthcare organizations with an 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. The webinar replay will be provided to all registrants.

January 14, 2-3 PM ET

The Compassion Crisis in Health Care: Making Your Mark Personally and Professionally
Wendy Leebov, Ed.D. | SVP, Program Development Language of Caring, a Branch of Planetree International

Healthcare organizations are not exempt from what is now widely referred to as a global compassion crisis (Mazzarelli and Trzeciak, Compassionomics, 2019). In this webinar, the presenter shares how patient experience champions and strategists can launch an irrefutable case for pursuing compassionate communication as a breakthrough objective that will positively impact patient experience and outcomes, while also rejuvenating healthcare professionals by reconnecting them to their compassionate natures. The presenter will enact everyday encounters in which compassionate communication is in stark contrast to straightforward, task-oriented communication. Learn More>>

> Register Now

*Headliner 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.

January 28, 2-3 PM ET

Teaching without VolunTelling - Passion and Growth with Train the Trainer Rollouts
Jackie Gomez, Coordinator of Patient Feedback, Northeast Georgia Health System
Heather Slutzky, MLS, CPXP | Director, Patient Experience, Northeast Georgia Health system

Facilitating for cultural shift utilizes a different set of skills than training for technical competency. Northeast Georgia Health System developed an audition process as it began the rollout of a multi-year, system-wide service standard program. This webinar will discuss the audition process and the communication surrounding it to provide a framework for other organizations to find facilitators who are excited to grow professionally, passionate about the cause, and well supported by leaders. Learn More>>

> Register Now


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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The Beryl Institute
1831 12th Avenue South, #212
Nashville, TN 37203