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Patient Experience Conference 2014 - Pre-Conference Workshops
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April 7-9, 2014
Swissotel Chicago
Chicago, Illinois
OverviewWhy AttendPre-ConferenceKeynotesProgramHotel/TravelExhibitors

Pre-Conference Workshops

Get even more from your conference experience by attending one of the three concurrent pre-conference workshops held Monday morning before the general conference session. Add one of these workshops during the registration process. Registration Fee: $300 (Includes breakfast)

Monday, April 7, 8:30 - 11:30 AM
General session begins at 1:00 PM


See Me as a Person: Creating an Authentic, Intimate Relationship with Patients and Their Families

Everyone is talking about the importance of focusing on the relationship with the patients and their families as a priority in creating an outstanding patient experience. This workshop will explain how to create that relationship – an authentic, intimate, effective relationship that allows the patient and their families to feel heard and be part of the care plan.

The workshop will:

  • Identify psychological, spiritual, social, and cultural aspects of patient care and learn how to integrate support of those aspects into an overall plan of care.
  • Describe three easy-to-learn practices – Wondering, Following, Holding – that facilitate a mindful, authentic connection with patients, families, and team members. Workshop participants will have the opportunity to practice Wondering, Following and Holding.
  • Introduce a new mindset for caregivers based on evidence-based content, the practices of exemplars, and research including findings on the impact of compassion on outcomes, decades of psychological, nursing, and medical literature, and research and clinical work on the neurobiology of attunement.
  • Explain a way of thinking and a way of being that assure that each patient and family member will be seen and heard and will receive a clinicians undivided, unhurried attention.
  • Describe ways to be attuned and present with patients and family members in order to help them cope with the realities of the situation.


Mary Koloroutis
Vice President
Creative Health Care Management



Michael Trout
Psychologist and Director
Infant-Parent Institute

Work Like You Own It! Six Habits of Service Superstars

The purpose of this session is to review the mindset, habits and skills for line staff to work with a sense of ownership. This session will review the work habits and approach to service that world-class employees have. Special emphasis will be placed on six habits of service superstars. All attendees will leave this session will practical and applicable tools/ concepts to use immediately.

Participants will walk away from this session with the following habits:

  • Habit #1: How (and who) will I "wow” today? - Memorable service experiences are not created by people who meet expectations. They are created by people who exceed them.
  • Habit #2: Identify customer preferences - Identify customer preferences, act on them, and share them with teammates. Whether it’s a preferred name or a food/beverage choice, acting on preferences helps to personalize the service experience.
  • Habit #3: Give teammates recognition - They give teammates recognition for when they serve with excellence. Superstars love to work with other superstars.
  • Habit #4: Be an ambassador - To customers, the person serving them IS the company. That employee’s actions, words and everything in between are a direct reflection of what the company represents.
  • Habit #5: Develop personal service standards - Superstars have personal service standards that articulate their individual approach to service.
  • Habit #6: Own complaints - When they receive a complaint, they take ownership of the complaint, ensure it gets fixed and follows-through until it’s resolved. Service superstars take ownership.


Dr. Bryan K. Williams
Consultant, Trainer and Author
BW Enterprise



Leading Your Patient Experience
Strategy to the Next Level

Based on overwhelming participant feedback, this session is a repeat from Patient Experience Conference 2013.

This session will guide you in assessing your current patient experience effort and identifying the critical steps that will lead your strategy to the next level. The result: strengthened and sustained impact on HCAHPS scores, patient outcomes and employee and physician engagement. Participants will learn to critically evaluate existing plans and build a strong road map for continued success.

Highlights of the session will include lessons on how to:

  • Engage in strategy mapping: Shaping your strategy, from past, to present and future
  • Conduct effective program audits: Recognizing, acknowledging and addressing key accomplishments, barriers to success, employee and physician engagement, the impact, of current strategies, and your goals going forward
  • Identify and evaluate strategic options: Achieving both breadth and depth and learning to overcome the five most common barriers to strategy implementation and sustainability
  • Shape a refreshed or revised plan: Building a road map that best fits your strategy’s needs, developmental stage, and organizational objectives



Wendy Leebov
Language of Caring



Jill Golde
Language of Caring




Dorothy Sisneros
Language of Caring


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