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Speakers from The Beryl Institute

 

Through virtual and in-person keynotes, facilitated discussion or workshops, speakers from The Beryl Institute team provide unique expertise and insights on patient experience and offer direct leadership development and skills building specific to your organization or event.  

Keynote Speakers

 

 


Please note that all speaking topics and workshops are customizable. We work with organizations to provide customized keynotes and workshops to support organizational improvement in addressing the patient experience challenges and opportunities. Custom programs are tailored to your audience, incorporate your organization’s mission, vision and values and aim to positively impact and transform your organizational culture.


Speaking Topics

Explore the insights and shared vision for the future of human experience in healthcare built from the voices of thousands of people around the world as we explore highlights of the global inquiry The Future of Human Experience 2030 (HX2030). Be inspired by a new dynamic framework shaping a call to action for the future of healthcare overall. Come prepared to reflect and commit to being a part of this effort as it will take all voices to ensure we realize the future healthcare deserves. Learn the key findings of the inquiry, explore the implications for action (or inaction) it reveals and identify the opportunities for impact we can all make as we look at the next decade of human experience in healthcare.

It is time to reframe our thinking on patient experience and reinforce the core strategies driving the human experience excellence at the heart of healthcare today. In acknowledging that every person has the potential to impact the human experience in healthcare, we will look at the foundational concepts of experience, what it matters and the impact it can have. Through exploring the findings of two landmark studies from The Beryl Institute – Consumer Perspectives on Patient Experience 2018 and To Care is Human: The Factors Influencing Human Experience in Healthcare Today – we will identify the common themes and opportunities found in looking at the patient experience movement from a global perspective, the implications for action and the opportunities for leadership will be revealed. The lessons learned will be supported by the latest findings from The State of Patient Experience 2019: Looking to the Future of Human Experience which reinforces the connection of quality, safety and service in driving the best in overall experience for all who serve in and are served by healthcare. Be prepared to challenge your thinking, explore new ideas and walk away reignited to engage in leading the global effort to achieve patient experience excellence.

Learner Outcomes

1. Define and understand the impact of an integrated view of experience

2. Consider the strategic imperative of a focus on experience and identify one area of focus they can tackle in changing the experience for both those who serve every day and the patients & families served.

This session will help leaders reframe their thinking on the healthcare experience through establishing a common understanding of what patient experience is and what it encompasses. Participants will explore and discuss key research points from the perspectives of consumers about what is important to them and ultimately, what will influence their healthcare decision making now and in the future. Compare these ideas with the insights of high-performing healthcare organizations on what enables them to excel at providing an excellent patient experience. Attendees also will explore the eight strategic lenses of the Experience Framework and the opportunities they present for healthcare leadership in general and specifically, for each participant’s organization.  

Learning Objectives:

 

  • Describe the integrated definition of patient experience and the core strategies to address the human experience as the strategic heart of healthcare today. 
  • Discover consumer perspectives of and influence factors on patient experience and identify the key levers that can support leaders in driving experience excellence.

 

It is time to reframe our thinking on patient experience and reinforce the core strategies driving the human experience at the heart of healthcare today. In acknowledging that every person has the potential to impact the human experience in healthcare, we will look at the foundational concepts of experience, why it matters and the impact it can have. By exploring current research and evidence, the voices of healthcare consumers and experiences from the COVID-19 crisis, we will identify opportunities found in a strategic focus on experience. Common themes will reinforce the connection of quality, safety and service with people, clinical processes and the technology that support us in driving the best in overall experience for all who serve in and are served by healthcare. Be prepared to challenge your thinking, explore new ideas and walk away reignited to engage in leading the global effort to achieve experience excellence for all.

 

  1. Define and understand the impact of an integrated view of experience.
  2. Explore current research on consumer and provider perspectives on the most critical elements of experience.
  3. Apply lessons from the COVID-19 crisis to our broader ability to ensure, sustain and commit to experience for all in healthcare.
  4. Tie experience to the outcomes we aspire to achieve in healthcare, linking people, clinical processes and the technology that support it.

Elevating the Human Experience remains a top priority globally for healthcare organizations as evidenced by our State of the Patient Experience study. The role of leadership and culture is a critical component of the integrated effort required to drive clear and measurable outcomes. In this session we will explore a variety of strategies to lead your team in delivering excellence in experience, how creating cultures that facilitate a discovery of purpose is a motivating factor to do outstanding work and ideas on developing a plan using a simple framework that will equip your team for success. 

Objectives: 

  • Review highlights from The Beryl Institute’s research on the State of Patient Experience
  • Explore the critical elements of fostering relationships, enhancing engagement, and driving accountability in delivering excellence in experience
  • Identify specific actions you can take to support your teams in delivering their best in experience every day

 

Workshop Offerings

Thinking about taking the CPXP examination, but unsure where to start your preparation? The Beryl Institute’s Patient Experience (PX) Body of Knowledge faculty offers interactive prep workshops reviewing the four domains outlined in the Certified Patient Experience Professional Classification System on which the CPXP examination is based. The course will share content from the PX Body of Knowledge courses related to the domains and job tasks and provide an opportunity to test your understanding of key concepts. In addition, participants will receive The Beryl Institute's CPXP workbook offering recommendations and important considerations as you develop a personal study plan in preparation for the CPXP examination.

Objectives:

  • Review content from the PX Body of Knowledge courses most related to the CPXP Classification System
  • Test your understanding of key concepts
  • Gain insights and strategies in preparing for the CPXP Examination
  • Interact with current CPXPs as they share recommendations & insights in achieving the CPXP Designation

*CPXP Prep Courses are currently offered on specific dates listed here. This interactive workshop is an opportunity to provide the course in-person and directly to your organization and employees.

In this full-day workshop, participants will be lead through a series of steps in order to: 1) Understand the organization’s current strategy for partnering with community members in order to improve the patient experience 2) Define what partnership practices will deliver the best ROI and 3) Design a PX Improvement Action Plan that is both innovative and customized for maximum efficacy

This workshop begins with a deep analysis of current community partnership efforts and how those relate to the organization’s strategic plan and current satisfaction data. Once this baseline is established, facilitators from The Beryl Institute lead participants through a series of exercises to identify where to prioritize their efforts. Based on these priorities, participants and facilitators will utilize a patient experience landscape in order to pair known best practices with the current needs and opportunities. A final step in the workshop process is to use design theory exercises in order to ensure the PX Improvement Action Plans developed include the highest level of partnership innovation and customization, therefore meeting the specific needs of the organization while maximizing resources. Participants will end the day by co-designing a concrete set of steps to be implemented over the following 3 – 9 months.

Objectives:

  • Guide staff to reflect on where your organization stands on community partnerships and PX Improvement strategy
  • Identify opportunities for improvement
  • Align specific community partnership strategies with identified needs/gaps
  • Co-design PX Improvement Action Plan to drive patient experience success

Note, for maximum impact, this workshop ideally follows an assessment of your current patient experience.

In this full-day workshop, participants will gain insights on eight essential actions for organizations to embrace to be best positioned for experience improvement. These principles serve as aspirational and affirmative statements about where we as individuals, organizations and collectively, as the patient experience movement, should focus our efforts. This workshop will also share these eight qualities and actions consistently identified in The Beryl Institute’s member organizations most successful in their patient experience efforts.

Objectives:

  • Guide your staff to reflect on where your organization stands on each guiding principle
  • Identify opportunities for improvement and recommended actions
  • Align key priorities and opportunities specific to your environment
  • Provide renewed commitment from team members to implement necessary changes to drive patient experience success


PX Workshops are eligible for Patient Experience Continuing Education credits (PXEs) pending approval. Participants interested in receiving PXEs must attend the entire workshop and complete the workshop survey within 30 days of completion. Partial credits will not be awarded. 



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The Beryl Institute
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