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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

December 18, 2-3 PM ET

Creating a Culture of Caring
Rana L. Awdish, MD, FCCP | Director of the Pulmonary Hypertension Program and Critical Care Physician, Henry Ford Hospital | Medical Director of Care Experience, Henry Ford Health System

Creating a Culture of Caring will describe Dr. Awdish's personal transformation from critical care physician to critically ill patient and describe how the events surrounding her near death changed her understanding of the culture of medicine and lead her to alter the course of her institution. Focusing on Physician communication training, onboarding practices for all employees, and a culture of caring, she will illuminate the path towards creating a more resilient culture for everyone involved in health care. Learn More>>

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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.

This webinar is sponsored by:

January 8, 2-3 PM ET

To Care is Human: The Factors Influencing Human Experience in Healthcare Today
Jason A. Wolf, PhD, CPXP | President, The Beryl Institute

Discover the findings and reflections from The Beryl Institute’s latest study on the factors that influence patient experience and as revealed in the paper, To Care is Human. This session will explore the opportunity we have in changing our healthcare mindset from simply a focus on error reduction to a focus on care expansion and addressing what may have very well been in our way. Supported with in-depth research and consumer insight, the webinar will unveil the factors influencing patient experience from the Institute’s study supported by Siemen’s Healtineers and challenge us in how we can work to elevate the human experience in healthcare in 2019 and beyond.
 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.

January 15, 2-3 PM ET

Enhancing Staff Engagement and Resiliency by Building a Culture of Respect
Rick Evans, Senior Vice-President and Chief Experience Officer, NewYork-Presbyterian Hospital

Many healthcare organizations are grappling with the issues of employee engagement and resiliency along with efforts to improve the patient and family experience. Employee experience - particularly addressing the challenges and barriers staff face on a daily basis - is critical for any long term success. In 2016, NewYork-Presbyterian Hospital launched an effort to foster a "culture of respect" that addressed both how individuals and teams work together as well as took on some of the challenging "quality of life issues" that frustrate staff every day. The results have been promising – the improved metrics related to engagement, rising patient experience metrics along with a host of other benefits. This webinar will share what NewYork-Presbyterian Hospital learned and put in to practice. Learn More>>

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*This webinar is an encore presentation from the Patient Experience Conference 2018.

This webinar is sponsored by:

January 29, 2-3 PM ET

Physician Shadowing as an Effective Tool for Communication Skill Building and Culture Change
Kelley Dillon, M.A. OD | Director-Physician Communication & Peer Support, Henry Ford Health System
Carol Bridges | Physician Communication Consultant, Henry Ford Health System

This webinar will walk you through the practical but effective step-by-step Physician Shadowing Process. The Physician Shadow Process serves as a primer on communication best practices, which generates quick results and individualized suggestions that can immediately be incorporated. The process also allows physicians to receive feedback and coaching on communication best practices that are individualized for each provider’s specific communication style. A format for sharing aggregated shadow results in a large-group Department Summary Meeting will also be shared. Learn More>>

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This webinar is sponsored by:

February 5, 2019, 2-3 PM ET

Improvement from the Inside Out: Our Journey from Good to Great
Natalie Boner, CPXP | Director of Engagement, Greensboro Imaging

Greensboro Imaging is committed to improving the patient experience utilizing strategies that actively engage team members in the development of process improvement. This webinar shares lessons learned during the transformative journey to an evidence-based culture using patient experience and employee engagement scores as benchmarks for success. The culture shift included empowerment of teams to build a foundation of excitement, compassion, accountability and trust while establishing a culture of transparency and respect for those who do the work. Learn More>>

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February 19, 2-3 PM ET

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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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