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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


August 22, 2-3 PM ET




When Patient Engagement Competes with Safety: Compassionate Approach to Limit Setting in Disruptive Situations
Kate Clarke, Manager, Patient Relations/Interpreter Services, Northwestern Medicine
Katherine Czyzewski, Professional Development Specialist, Northwestern Medicine Central DuPage Hospital
Christine Kautz, Patient Engagement Coach, Northwestern Medicine Central DuPage Hospital
Karen Pugliese MA, BCC | Advanced Practice Chaplain, NM Central DuPage Hospital & Warrenville Cancer Center
ENV | PA


We have seen many presentations on working with disruptive persons. This panel presentation illustrates a unique angle of diverse perspectives on management of the growing national problem of consumer misbehavior in the healthcare industry. Through the eyes of a Patient Engagement Coach, a Patient Relations Manager, a Professional Practice Educator and a Chaplain we look at the impact of effectively managing these disruptive behaviors in both the inpatient and outpatient setting. Employees benefit from improved emotional self regulation, recognizing disruptive behaviors and feel more confident using limit setting and seeking assistance.
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*This webinar is an encore presentation from the Patient Experience Conference 2017.


August 29, 2-3 PM ET




OpenNotes: The Power of Knowing
Kerry Litman MD, CPPS, Board Certification in Family Medicine | Kaiser Permanente Southern California | Regional Physician Coordinator for PFCC | Physician Co-Chair of Regional Member Advisory Council | Physician Coordinator for eAutopsy Mortality Study;
Liz Salmi, Senior Multimedia Communications Manager, OpenNotes;
John Santa MD MPH, Director Dissemination, OpenNotes;
Deborah Wachenheim, MPP, Manager of Stakeholder Engagement, OpenNotes
PA | Tech


OpenNotes is a foundation-funded national movement advocating for clinicians to share their visit notes with patients via patient portals. Learn more about the OpenNotes movement and how your health system can participate, and hear from a doctor and a patient about their personal experiences with notes and transparency. .
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September 12, 2-3 PM ET


Engaging C-Suite in the Patient Experience
Chris Karam, President | Chief Executive Officer, CHRISTUS St. Michael Health System |Chief Experience Officer, CHRISTUS Health
C/L | PA


This session will focus on the need for top leadership, C-Suite commitment and participation in patient experience. In our ever changing world of healthcare, Patient Experience is a main priority for hospitals nationwide. It is critical that all leaders play a hands on role in Patient Experience, beginning with C-Suite. While C-Suite might not be at the bedside influencing the Patient Experience directly; they clearly set the tone for the organization.

C-Suite is vital in creating and establishing organizational culture, i.e. experience culture. C-Suite members are expected to assist in driving the patient, and associate experience, along with accountability and sustaining expectations organizationally. How do Patient Experience Leaders and CEOs appropriately challenge and engage C-Suite to place patient experience at the top of their priority list? Learn More>>

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September 19, 2-3 PM ET



The Unexpected Experience - The Emergency Department
Janiece Gray, Founding Partner, CEO DTA Associates, Inc.
Richelle Jader, Director of Emergency Services, Regions Hospital
Daisy Nelson, Charge Nurse/Staff Nurse, Regions Hospital
C/L | EMP


This session will provide a deep dive into key principles for changing a culture within a Level 1 Trauma Center. A case study will be featured with the key principles that have helped transform an Emergency Department culture. Based on patient level observations and a culture assessment, a training workshop was created for all members to attend. It was important that this reflected the Emergency Department’s culture as well as the needs of their staff. Opportunities were identified through patient and family advisory councils and with an interdisciplinary patient experience team from the department. The goal was that patient and family desires were articulated in staff and provider words. The interdisciplinary team of Physicians, PAs, nurses, techs/ERTs, medics, clerks, police officers, and social workers were integral to the development of the workshop. They helped to identify key content, determine the modules and modes of delivery, create tools and videos to support skills practice, positively communicated the “why” behind the sessions to generate enthusiasm and helped host the sessions to engage their colleagues. 350 department members attended over a three-month period. The next step after the workshop was for everyone to participate in a Care Team Coaching session identifying their individual strengths and any opportunities for enhancement. The results were shared confidentially in a debrief session and written report. 11 Emergency Department staff were identified and trained to be Care Team Coaches to lead this program internally. There are key learnings from these efforts and great success to be shared. 
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*This webinar is an encore presentation from the Patient Experience Conference 2017.


September 26, 2-3 PM ET


Overheard: What We Say, What We Mean and What Patients and Families Hear
Lori Gunther, MS, CPXP | Director Strategy and Experience, NICU Innovation, March of Dimes
COMM


Ensuring that patients receive clear and compassionate communication from the first interaction within any healthcare system is crucial to setting the stage for a positive experience. Effective communication is the foundation of patient experience, and impacts quality of care, patient safety, and patient satisfaction. Yet, too often our communications have unintended consequences that reduce our ability to build effective therapeutic relationships and connect with our patients and their families. To address this challenge, this webinar draws on real world examples from hospitals around the country. Webinar attendees will analyze various forms of communications, including body language, print materials, signage, and the spoken word, and identify ways to align impact and intentions to communicate more effectively in their practice.
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This webinar is sponsored by:

*This webinar is an encore presentation from the Patient Experience Conference 2017.


October 10, 2-3 PM ET


Northwell Health: Establishing a Culture of C.A.R.E.
Sven Gierlinger | Chief Experience Officer, Northwell Health
Agnes Barden, DNP, RN | VP, Patient & Customer Experience, Northwell Health
C/L | PXS


This session will describe our journey on creating a culture of C.A.R.E. framework and our educational training program across an organization of 21 hospitals, 450 physician practices, and 61,000 employees. We will discuss our strategy and processes built around our Office of Patient and Customer Experience(OPCE) four main pillars of culture, process, environment and accountability. Our organizational senior leaders had a " call to action" to all leaders within our organization to improve our patient and family experience. We collaborated with our HR partners to infuse employee engagement into patient experience strategies and execution. This collaboration began with enhancing our organization's behavioral expectations enlisting the voice of our employees. We created an executive leader curriculum. This engaging course served as the gateway to enlist leadership buy-in on our cultural transformation. We developed our Culture of C.A.R.E. course that focused on four main segments: Connectedness, Awareness, Respect and Empathy course, our behavioral communication and service recovery models. OPCE leadership partnered with site leadership in the selection of a culture leader role at each site/service line to lead and sustain this transformation. Each site/service line also selected facilitators to assist in the deployment of the education. We created a training protocol and certification process. OPCE established a monthly culture leader council where leaders are mentored and share best practice across our organization We have seen marked improvement in our employee engagement data and patient experience metrics. In addition, we successfully integrated our new name change and branding efforts.
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*This webinar is an encore presentation from the Patient Experience Conference 2017.


October 17, 2-3 PM ET


Relationship-Centered Team Building
Calvin Chou MD, Associate Professor of Clinical Medicine, University of California, San Francisco
Laura Cooley PhD, Director of Education and Outreach, American Academy on Communication in Healthcare
COMM | EMP


Enhanced team communication and collaboration leads to improved patient experiences of care, better clinical outcomes, and reduced patient complaints. High-performing teams also experience heightened morale among team members and increased staff retention. As team members learn to attend to the needs, strengths and diverse backgrounds of colleagues, they enhance collaborative team performance. This session will guide participants to identify relational characteristics of high-performing teams and to apply fundamental communication skills across the team dynamic.
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This webinar is sponsored by:

*This webinar is an encore presentation from the Patient Experience Conference 2017.


November 28, 2-3 PM ET


Empathy: Connecting in Suffering
Sarah Cawley, MPAS, PA-C | Family Engagement Advisor, Emergency Medicine, Cleveland Clinic; Lead Physician Assistant, Team Health
Christine Traul, MD | Patient Experience Officer for the Pediatric Institute and Children’s Hospital; Director, Pediatric Palliative Care, Cleveland Clinic Children’s Hospital
C/L | EMP


Join us as we walk through presenters unique experiences with suffering, articulate the meaning of suffering, and explore why we as caregivers are so afraid of it! Learn how you can honor your own sufferings, and leverage them for GOOD- connecting with your patients inside of it. We will also provide some practical tools to help you accomplish this. We look forward to connecting with you! 
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This webinar is sponsored by:

*This webinar is an encore presentation from the Patient Experience Conference 2017.


HEADLINER WEBINAR*
December 19, 2-3 PM ET


The Patient Experience: Free from Harm
Tejal Gandhi, MD, MPH, CPPS | President & CEO, National Patient Safety Foundation
C/L | PXS


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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*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.

 

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