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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 19, 2-3 PM ET

The Patient Experience: Free from Harm
Tejal Gandhi, MD, MPH, CPPS | Chief Clinical and Safety Officer, Institute for Healthcare Improvement; Associate Professor, Harvard Medical School

Patient safety is a serious public health issue and is an integral part of the patient experience. Like obesity, motor vehicle crashes, and breast cancer, harms caused during care have significant mortality, morbidity, and quality-of-life implications, and adversely affect patients in every care setting. Although patient safety has advanced in important ways since the Institute of Medicine released To Err Is Human: Building a Safer Health System in 1999, there is still much work to do. This session outlines areas of progress, highlights remaining gaps, and most importantly, details specific recommendations to accelerate progress.
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This webinar is sponsored by:

*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 16, 2-3 PM ET

Carrying the Load: Improving Clinical Outcomes by Strengthening Patient/Family Caregiver Relationships
Joan Forte, Health Care Consultant/Nurse Administrator, Stanford Health Care
Barbara Kivowitz, Advisor, Stanford Health Care

The patient/family caregiver relationship impacts understanding of the illness, coping, and following medical recommendations - directly influencing health outcome. These relationships are a crucial lever for clinicians.  At Stanford Health Care, using a relationship-centered framework (based on Love in the Time of Chronic Illness: How to  Fight the Sickness- Not Each Other by Barbara Kivowitz), we collaborated with patient/family partners, clinicians, and administrators to develop a curriculum to enable clinicians to support the patient/family caregiver relationship, in their daily practice, and deepen collaboration and strengthen the resilience needed to manage illness. Participants will gain a deep understanding of the impact of illness on the relationship, and approaches to use with patients and caregivers.
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February 6, 11 AM - 12 PM ET

A Patient and Family Experience Framework: Combining Lean & Person Centered Care
Cathy Bachner, Patient Partner, Huron Perth Healthcare Alliance
Anne Campbell RN, BScN, MN | VP Partnerships and Chief Nurse Executive, Huron Perth Healthcare Alliance
PI | PXS | 

In 2009, the Huron Perth Healthcare Alliance (HPHA) identified Patient and Family Centered Care (PFCC) a priority and concurrently adopted Lean methodology to sustain continuous improvement at all levels. Sustaining PFCC and Lean principles was a challenge with one not aligning with the other. The Patient and Family Experience Framework was developed to blend these principles and create a culture where the principles were lived daily. As a result, PCC and Lean principles have been sustained through the voice of the patient and the voice of the staff co-creating the way we deliver patient care and health care services. With leadership development and extensive patient and staff engagement at all levels, the culture transformed over six years with measurable outcomes in decreased wait times, revised care processes, reduced complaints, improved patient and staff experience, and program redesign with cost savings. This presentation will describe the journey, outcomes and lessons learned.
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February 13, 2-3 PM ET

Building Impactful Relationships and Collaboration with Non-Traditional Team Members as Partners
Caroline Costello, FACHE, CPXP | Director, Friends and Family Program, Patient and Family Insights and Guest Services Ambassadors, UChicago Medicine
LaTonya Macklin, RN, BSN | Program Manager, Experience Improvement and Innovation, UChicago Medicine

Committed staff members at all levels can promote the delivery of patient-centered outcomes and create connections with patients and families that transcend each episode of care. At the UChicago Medicine, team members newer to presence on care units and representing a variety of areas capture patient feedback and address needs in real time. By creating open conversation with a non-clinical agenda and making the environment safe for sharing, this special team offers support to patients, to families and to their health care colleagues as they build partnerships through targeted patient visits, huddle and meeting attendance and friendly check-ins. These non-traditional partners are considered vital in improving the overall patient experience, as this creates a completely holistic approach, demonstrating to patients, families and staff that at UChicago Medicine, we are all here together to serve.
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March 6, 2-3 PM ET

XIC Marks the Start
Tria Deibert, VP Experience Marketing, Hackensack Meridian Health
Elizabeth Paskas, VP Experience Innovation, Hackensack Meridian Health

Imagine this…a place that creates space for ideation and innovation, eliminates duplication of effort, gives vendors a clear path in your organization and accelerates sharing of best practices and bright spots. Sounds like an experience leader’s utopia, right? Pssst, it exists. And you too can find it! Join Hackensack Meridian Health to learn how we created Xperience Innovation Café (XIC) – a place where innovative ideas, new technologies and best practices are evaluated by key stakeholders and frontline users for implementation and scale. Learn how we harnessed the power of XIC as our starting point, creating a definitive process for vendors and a stage for the best and brightest ideas within our Network to deliver on our strategy and vision to humanize the health care experience…while having fun along the way! 
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March 22, 2-3 PM ET

Empathy Reinvented for the Resistant or Misunderstood Healthcare Professional
Lisa Bruhn, CPXP | Patient Experience Educator, Marshfield Clinic Health System
Jami Kaiser, CPXP | Patient Experience Educator, Marshfield Clinic Health System

Empathy isn't a new topic, but helping people that don't inherently see the value of it, or naturally have the skill to express it, can be challenging. Empathy must include 3 key elements to be interpreted positively. During this session you won’t only learn, but will apply the 3 elements of empathy.  
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May 15, 2-3 PM ET

Millennials + Healthcare: How to Create Synergy within a Four Generational Workforce
Megan Charko MAM | Program Manager, Pediatrics, NRC Health

Let’s face it: Millennials are changing the game. They’re young, hard to define, and many are not playing by traditional healthcare rules. Millennials are also the future of our workforce. So, what are we doing to attract and engage them.

This webinar devotes special attention to a perplexing but important demographic group and in the process uncovers several interesting trends. Join us to gain deep insights into the mysterious Millennial and uncover what makes them unlike any other generation.
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