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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
  

June 29, 2-3 PM ET


Expressions of Gratitude, Meaningful Recognition and Exceptional Experiences: The Link and Outcomes
Cindy Lefton, PhD, RN, CPXP | Manager and Researcher, Patient Experience, Emergency Services, Barnes-Jewish Hospital and Vice President, Organizational Consulting, Psychological Associates
EMP


This joyful session will examine how the gratitude of patients, families, and colleagues expressed through meaningful recognition via The DAISY Award nominations for extraordinary nurses reveals “all the right going on” and the “how” behind person-centered experiences. Exemplary care delivery and a meaningful person-centered experience are grounded in both the relationship nurses’ caring creates and the ability of the provider to meet patient, family, and colleague needs in a way that is meaningful to the “end user.” While this combination of science, compassion, and mindfulness greatly impacts the patient experience, nurses often do not recognize how their actions make a difference in the lives of those they serve. Although patients, family members, and peers acknowledge extraordinary nursing by nominating a nurse for The DAISY Award, organizations often miss the opportunity to utilize this real-time feedback as a way to recognize behaviors associated with a positive patient experience and leverage these narratives to shape, reinforce, and sustain a culture that exemplifies person-centered care. Current evidence and practices will be shared that identify the links between acknowledgement and compassion satisfaction and describe the organizational and individual outcomes associated with combining the power of gratitude with patient, family, and peer feedback.
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*This webinar is an encore presentation from the Patient Experience Conference 2017.


July 11, 2-3 PM ET


Want to Improve the Experience? Then Get Ready to Lead Culture Change!
Richard Corder | Partner, Wellesley Partners
Carol Santalucia | Director of Service Excellence, Cleveland Clinic
C/L


This session will change the way you think about your organizations culture. You will leave with a fresh perspective on your ability to lead (regardless of role) change in your job, department and organization, and with the tools to help you execute. We will explore and discuss the tactics that are in play at hospitals/clinics and practices (and in other industries), that are delivering on the promise of a safe, patient and family driven experience. This session will leave you energized, reinvigorated and empowered to lead meaningful change toward a sustainable shift in your organizations culture.
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This webinar is sponsored by:

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


July 18, 4-5 PM ET


Implementing a Real-Time Survey System and the 6E Framework - An Early Case Study on Improving Patient Experience
Dr. Avnesh Ratnanesan, CEO, Energesse
Kay de Ridder, Patient and Carer Experience Manager, Western Sydney Local Health District, NSW Health
M/M | PXS | 


This webinar will share the story of how and why we implemented a real time patient experience survey system in the Western Sydney Local Health District. We will discuss the path we took to ensure engagement with clinicians and other staff, how we are reporting the data, and what this means for our patients, carers and families. We will give an overview of the platform that was chosen for our survey and the accompanying 6E Framework which strategically integrates various components of patient experience improvement in a holistic manner.
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July 25, 2-3 PM ET


The Empathic Concierge: Why Personal Connections Matter
Robin Parry, Concierge, Magee Rehabilitation Hospital
Meg Rider, Guest Relations and Volunteer Services Manager, Magee Rehabilitation Hospital
PXS


The concierge program at Magee Rehabilitation Hospital, developed in 2006 by a nursing assistant supervisor to provide non-clinical services for the patients and their families, has grown to be an integral part of our service-delivery to the entire Magee community. The concierge program is ever evolving and expanding in new ways to support patients and their family members utilizing our “Can Do” service delivery model. What drives this expansion is also a deep sense of empathy and compassion. Without these core values, the program is simply a job description of errands and tasks, which when performed well is a helpful addition to any hospital, but when it is done empathy and compassion, can be the beautiful force that ties together all elements of patient healing to provide a caring road to recovery. Attendees of this session will understand the “Can Do” service delivery model, how making personal connections and communicating with empathy and showing compassion for every patient and family is the top priority of the team, and anticipating the needs of a patient or family member and making a patient’s day are daily goals. Attendees will also leave with an understanding of how to increase their level of empathy and compassion in their own work. The concierge program is funded by donations to Magee’s foundation, and attendees will leave with ideas on how to fund raise for their own program and how to educate staff on the core concepts in their own settings.
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*This webinar is an encore presentation from the Patient Experience Conference 2017.


August 1, 2-3 PM ET


The PXMA Tool: Assessing the Maturity of Your Patient Experience Program
Summer Allen MD, Medical Director for Patient Experience, Mayo Clinic
Dawn Hucke, Director, Mayo Clinic
Pam Prissel, Director of Patient Experience, Mayo Clinic
PI | PXS


This webinar will focus on Mayo Clinic’s Patient Experience Maturity Assessment tool (PXMA), a useful, simple tool for health care organizations to easily and objectively assess their service program and culture against Mayo Clinic’s Patient Experience program. The PXMA tool is used to describe how well behaviors, practices and processes of an organization can produce required outcomes in a reliable and sustainable manner. It can be used as a benchmark for comparing one patient experience program against the next, which helps others to understand and assess program maturity across the industry. Levels of maturity will be described.

This year the assessment was shared with over 125 organizations attending the Beryl Conference. The same level of enthusiasm and positive feedback was received from attendees who took it. As part of this webinar, Mayo leaders will share more about components of their Patient Experience program, the PXMA tool and the need for a sustainable structure to support a program plan. Learn More>>

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


HEADLINER WEBINAR*
August 15, 2-3 PM ET


Presence: Compassionate Communication Through Everyday Mindfulness
Marcus Engel, MS, CPXP, CSP
C/L | COMM | EMP


Simple human presence is the cornerstone of caregiving. The foundation of empathy is being mindfully present for another human being. Awareness of each patient as a unique individual allows communication to be customized in the most compassionate ways possible. Extensive personal experience, wisdom from the ancients, and evidence-based studies are interwoven and shared to reveal how hands on caregivers can honor the dignity and independence of each patient, while staying resilient in the face of massive amounts of human suffering.
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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.


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.


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
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.


October 24, 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*
November 7, 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.
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.

 

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