Top Sites>Transforming Patient Experience in Healthcare at Beryl Institute

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# The Beryl Institute: Elevating the Human Experience in Healthcare

## Sitemaps
[XML Sitemap](https://theberylinstitute.org/sitemap_index.xml): Includes all crawlable and indexable pages.

## Posts
- [New Findings Reveal Identity and Immigration Status  Shape Healthcare Access and Experience in the U.S.](https://theberylinstitute.org/press-release/new-findings-reveal-identity-and-immigration-status-shape-healthcare-access-and-experience-in-the-u-s/): https://theberylinstitute.org/wp-content/uploads/2026/04/Press-Release-PX-Pulse-April-2026.pdf
- [Patient Experience Grant Program Recipients Announced by The Beryl Institute](https://theberylinstitute.org/press-release/patient-experience-grant-program-recipients-announced-by-the-beryl-institute/): https://www.prnewswire.com/news-releases/patient-experience-grant-program-recipients-announced-by-the-beryl-institute-302601259.html
- [Artificial Intelligence and its Impact on Advancing Patient Experience](https://theberylinstitute.org/press-release/artificial-intelligence-and-its-impact-on-advancing-patient-experience/): https://www.prnewswire.com/news-releases/artificial-intelligence-and-its-impact-on-advancing-patient-experience-302580115.html
- [Healthcare Leaders Call for Stronger Commitment to Human Experience](https://theberylinstitute.org/press-release/healthcare-leaders-call-for-stronger-commitment-to-human-experience/): https://www.prnewswire.com/news-releases/healthcare-leaders-call-for-stronger-commitment-to-human-experience-302553118.html
- [Fewer Than Half of Americans See U.S. Healthcare in a Positive Light: Consumers Call for a More Affordable, Accessible, and Trustworthy System](https://theberylinstitute.org/press-release/fewer-than-half-of-americans-see-u-s-healthcare-in-a-positive-light-consumers-call-for-a-more-affordable-accessible-and-trustworthy-system/): https://www.prnewswire.com/news-releases/fewer-than-half-of-americans-see-us-healthcare-in-a-positive-light-consumers-call-for-a-more-affordable-accessible-and-trustworthy-system-302502680.html
- [Restoring the Heart of Healthcare](https://theberylinstitute.org/press-release/patient-experience-university-pxu-launched-by-the-beryl-institute/): https://www.prnewswire.com/news-releases/restoring-the-heart-of-healthcare-302441034.html
- [Patient Experience University (PXU) launched by The Beryl Institute](https://theberylinstitute.org/press-release/patient-experience-university-pxu-launched-by-the-beryl-institute-2/): https://www.prnewswire.com/news-releases/patient-experience-university-pxu-launched-by-the-beryl-institute-302433689.html
- [Consumer Perspective of Experience Remains Strong, Yet Consumers Unaware Of and Don’t Use Public Rating Systems](https://theberylinstitute.org/press-release/consumer-perspective-of-experience-remains-strong-yet-consumers-unaware-of-and-dont-use-public-rating-systems/): https://www.prweb.com/releases/consumer-perspective-of-experience-remains-strong-yet-consumers-unaware-of-and-dont-use-public-rating-systems-302375814.html
- [The Beryl Institute and WMTY.world Unite to Elevate Patient Voices in Global Healthcare](https://theberylinstitute.org/press-release/the-beryl-institute-and-wmty-world-unite-to-elevate-patient-voices-in-global-healthcare/): https://www.prweb.com/releases/the-beryl-institute-and-wmtyworld-unite-to-elevate-patient-voices-in-global-healthcare-302344545.html
- [Return on Human Experience: Eight Principles to Inspire Excellence in Healthcare](https://theberylinstitute.org/press-release/return-on-human-experience-eight-principles-to-inspire-excellence-in-healthcare/): https://www.prweb.com/releases/return-on-human-experience-eight-principles-to-inspire-excellence-in-healthcare-302310410.html
- [Patient Experience Journal Releases Volume 11, Issue 3 In Association with The Beryl Institute](https://theberylinstitute.org/press-release/patient-experience-journal-releases-volume-11-issue-3-in-association-with-the-beryl-institute/): https://www.prweb.com/releases/patient-experience-journal-releases-volume-11-issue-3-in-association-with-the-beryl-institute-302306059.html
- [Expanded Global Study Highlights Consistent Priorities for Healthcare Consumers Worldwide](https://theberylinstitute.org/press-release/expanded-global-study-highlights-consistent-priorities-for-healthcare-consumers-worldwide/): https://www.prweb.com/releases/expanded-global-study-highlights-consistent-priorities-for-healthcare-consumers-worldwide-302273222.html
- [Patient Experience Journal Releases Volume 11, Issue 2 in association with The Beryl Institute](https://theberylinstitute.org/press-release/patient-experience-journal-releases-volume-11-issue-2-in-association-with-the-beryl-institute/): https://www.prweb.com/releases/patient-experience-journal-releases-volume-11-issue-2-in-association-with-the-beryl-institute-302218303.html
- [Essential Hospitals: A Lifeline for Underserved Communities](https://theberylinstitute.org/press-release/essential-hospitals-a-lifeline-for-underserved-communities/): https://www.prweb.com/releases/essential-hospitals-a-lifeline-for-underserved-communities-302197043.html
- [91% of Consumers Prioritize Healthcare Experience, Highlighting Importance of Clear Communication and Personalized Care](https://theberylinstitute.org/press-release/91-of-consumers-prioritize-healthcare-experience-highlighting-importance-of-clear-communication-and-personalized-care/): https://www.prweb.com/releases/91-of-consumers-prioritize-healthcare-experience-highlighting-importance-of-clear-communication-and-personalized-care-302178718.html
- [Patient Experience Journal Releases Volume 11, Issue 1 in association with The Beryl Institute](https://theberylinstitute.org/press-release/patient-experience-journal-releases-volume-11-issue-1-in-association-with-the-beryl-institute/): https://www.prweb.com/releases/patient-experience-journal-releases-volume-11-issue-1-in-association-with-the-beryl-institute-302134778.html
- [Healthcare Leaders Unite to Address Creating the Best Experience for Marginalized Populations](https://theberylinstitute.org/press-release/healthcare-leaders-unite-to-address-creating-the-best-experience-for-marginalized-populations/): https://www.prweb.com/releases/healthcare-leaders-unite-to-address-creating-the-best-experience-for-marginalized-populations-302089646.html
- [Senior Experience Leaders Convene to Drive Healthcare Improvement](https://theberylinstitute.org/press-release/senior-experience-leaders-convene-to-drive-healthcare-improvement/): https://www.prweb.com/releases/senior-experience-leaders-convene-to-drive-healthcare-improvement-302083462.html
- [Hospitals Face Challenges in Safeguarding Patient Belongings](https://theberylinstitute.org/press-release/hospitals-face-challenges-in-safeguarding-patient-belongings/): https://www.prweb.com/releases/hospitals-face-challenges-in-safeguarding-patient-belongings-302050837.html
- [Patient Experience Journal, in Association with The Beryl Institute, Releases Volume 10, Issue 2](https://theberylinstitute.org/press-release/patient-experience-journal-in-association-with-the-beryl-institute-releases-volume-10-issue-2/): https://www.prweb.com/releases/patient-experience-journal-in-association-with-the-beryl-institute-releases-volume-10-issue-2-301910786.html
- [Diminished Workforces and Financial Constraints Impact Efforts to Transform Experience in Healthcare](https://theberylinstitute.org/press-release/diminished-workforces-and-financial-constraints-impact-efforts-to-transform-experience-in-healthcare/): https://www.prweb.com/releases/diminished-workforces-and-financial-constraints-impact-efforts-to-transform-experience-in-healthcare-301909712.html
- [Elevating the Human Experience in Healthcare through the Lived Experience of Patients & Families](https://theberylinstitute.org/press-release/elevating-the-human-experience-in-healthcare-through-the-lived-experience-of-patients-families/): https://www.prweb.com/releases/elevating_the_human_experience_in_healthcare_through_the_lived_experience_of_patients_families/prweb19362018.htm
- [Healthcare Executives Challenged to Prioritize Human Experience](https://theberylinstitute.org/press-release/healthcare-executives-challenged-to-prioritize-human-experience/): https://www.prweb.com/releases/healthcare_executives_challenged_to_prioritize_human_experience/prweb19189678.htm
- [Patient and family recommendations for addressing visitation policies during COVID-19](https://theberylinstitute.org/recent-news/patient-and-family-recommendations-for-addressing-visitation-policies-during-covid-19/): https://cdn.ymaws.com/www.theberylinstitute.org/resource/resmgr/pxpf/pxpf_statement_9.2020.pdf
- [The Beryl Institute Announces New Board and Council Members](https://theberylinstitute.org/press-release/the-beryl-institute-announces-new-board-and-council-members/): https://www.prweb.com/releases/the_beryl_institute_announces_new_board_and_council_members/prweb19140026.htm
- [The Evolving Role of Healthcare Volunteer Programs: Elevating the Human Experience through Generosity and Connection](https://theberylinstitute.org/press-release/the-evolving-role-of-healthcare-volunteer-programs-elevating-the-human-experience-through-generosity-and-connection-2/): https://www.prweb.com/releases/the_evolving_role_of_healthcare_volunteer_programs_elevating_the_human_experience_through_generosity_and_connection/prweb19060938.htm
- [60% Of Americans Have Had A Recent Bad Healthcare Experience, New Survey Shows](https://theberylinstitute.org/recent-news/60-of-americans-have-had-a-recent-bad-healthcare-experience-new-survey-shows/): https://www.forbes.com/sites/debgordon/2022/11/28/60-of-americans-have-had-a-recent-bad-healthcare-experience-new-survey-shows/?sh=63fc89e52adf
- [Consumer Perspectives on Quality of Healthcare Slides to All-Time Low](https://theberylinstitute.org/press-release/consumer-perspectives-on-quality-of-healthcare-slides-to-all-time-low/): https://www.prweb.com/releases/consumer_perspectives_on_quality_of_healthcare_slides_to_all_time_low/prweb19013011.htm
- [Patient Experience Journal, in Association with The Beryl Institute, Releases Volume 9, Issue 3](https://theberylinstitute.org/press-release/patient-experience-journal-in-association-with-the-beryl-institute-releases-volume-9-issue-3/): https://www.prweb.com/releases/patient_experience_journal_in_association_with_the_beryl_institute_releases_volume_9_issue_3/prweb18999868.htm
- [The Impact of Bias on Health Equity and the Human Experience](https://theberylinstitute.org/press-release/the-impact-of-bias-on-health-equity-and-the-human-experience/): https://www.prweb.com/releases/the_impact_of_bias_on_health_equity_and_the_human_experience/prweb18817232.htm
- [Restoring Safe Workplaces in Healthcare: A Commitment to the Human Experience](https://theberylinstitute.org/press-release/restoring-safe-workplaces-in-healthcare-a-commitment-to-the-human-experience/): https://www.prweb.com/releases/restoring_safe_workplaces_in_healthcare_a_commitment_to_the_human_experience/prweb18676705.htm
- [Published in association with The Beryl Institute, Patient Experience Journal Releases Volume 9, Issue 1](https://theberylinstitute.org/press-release/published-in-association-with-the-beryl-institute-patient-experience-journal-releases-volume-9-issue-1/): https://www.prweb.com/releases/published_in_association_with_the_beryl_institute_patient_experience_journal_releases_volume_9_issue_1/prweb18648850.htm
- [Consumer Perspectives on Quality of Healthcare Drop 11 Points from Q4](https://theberylinstitute.org/press-release/consumer-perspectives-on-quality-of-healthcare-drop-11-points-from-q4/): https://www.prweb.com/releases/consumer_perspectives_on_quality_of_healthcare_drop_11_points_from_q4/prweb18578909.htm
- [Integrating Patient Advocacy and Patient Experience Data can Drive Systemic Change in Healthcare](https://theberylinstitute.org/press-release/integrating-patient-advocacy-and-patient-experience-data-can-drive-systemic-change-in-healthcare/): https://www.prweb.com/releases/integrating_patient_advocacy_and_patient_experience_data_can_drive_systemic_change_in_healthcare/prweb18477950.htm
- [Patient and Care Partner Community Introduced by The Beryl Institute](https://theberylinstitute.org/press-release/patient-and-care-partner-community-introduced-by-the-beryl-institute/): https://www.prweb.com/releases/patient_and_care_partner_community_introduced_by_the_beryl_institute/prweb17616025.htm
- [Negative Perspectives on Experience at Hospitals Increase 10 Points from Q1](https://theberylinstitute.org/press-release/negative-perspectives-on-experience-at-hospitals-increase-10-points-from-q1/): https://www.prweb.com/releases/negative_perspectives_on_experience_at_hospitals_increase_10_points_from_q1/prweb18383889.htm
- [The Power of Self-healing: Improving Experience Through Mindfulness](https://theberylinstitute.org/press-release/the-power-of-self-healing-improving-experience-through-mindfulness/): https://www.prweb.com/releases/the_power_of_self_healing_improving_experience_through_mindfulness/prweb18339148.htm
- [Patient Experience Journal, Published in Association with The Beryl Institute, Releases Volume 8, Issue 3](https://theberylinstitute.org/press-release/patient-experience-journal-published-in-association-with-the-beryl-institute-releases-volume-8-issue-3/): https://www.prweb.com/releases/patient_experience_journal_published_in_association_with_the_beryl_institute_releases_volume_8_issue_3/prweb18312197.htm
- [Healthcare Revenue Cycle Identified is a Strategic Driver in Framing the Patient Journey](https://theberylinstitute.org/press-release/healthcare-revenue-cycle-identified-is-a-strategic-driver-in-framing-the-patient-journey/): https://www.prweb.com/releases/healthcare_revenue_cycle_identified_is_a_strategic_driver_in_framing_the_patient_journey/prweb18292348.htm
- [Consumers Returning to Primary and Specialty Healthcare Providers after Sharp Declines during Early Stages of COVID](https://theberylinstitute.org/press-release/consumers-returning-to-primary-and-specialty-healthcare-providers-after-sharp-declines-during-early-stages-of-covid/): https://www.prweb.com/releases/consumers_returning_to_primary_and_specialty_healthcare_providers_after_sharp_declines_during_early_stages_of_covid/prweb18218333.htm
- [Human Experience in Senior Living Communities Examined by The Beryl Institute](https://theberylinstitute.org/press-release/human-experience-in-senior-living-communities-examined-by-the-beryl-institute/): https://www.prweb.com/releases/human_experience_in_senior_living_communities_examined_by_the_beryl_institute/prweb18144198.htm
- [Patient Experience Journal Releases Volume 8, Issue 2 focused on addressing disparities and inequities in healthcare](https://theberylinstitute.org/press-release/patient-experience-journal-releases-volume-8-issue-2-focused-on-addressing-disparities-and-inequities-in-healthcare/): https://www.prweb.com/releases/patient_experience_journal_releases_volume_8_issue_2_focused_on_addressing_disparities_and_inequities_in_healthcare/prweb18114889.htm
- [The Beryl Institute Examines the Human Experience in Healthcare from a Global Perspective](https://theberylinstitute.org/press-release/the-beryl-institute-examines-the-human-experience-in-healthcare-from-a-global-perspective/): https://www.prweb.com/releases/the_beryl_institute_examines_the_human_experience_in_healthcare_from_a_global_perspective/prweb18100896.htm
- [Visitation Restrictions during COVID-19 found to have Negative Impact on Hospital Safety Outcomes and Patient Experience](https://theberylinstitute.org/press-release/visitation-restrictions-during-covid-19-found-to-have-negative-impact-on-hospital-safety-outcomes-and-patient-experience/): https://www.prweb.com/releases/visitation_restrictions_during_covid_19_found_to_have_negative_impact_on_hospital_safety_outcomes_and_patient_experience/prweb18051900.htm
- [Addressing Health Disparities Identified as Essential Factor in Transforming the Human Experience in Healthcare](https://theberylinstitute.org/press-release/addressing-health-disparities-identified-as-essential-factor-in-transforming-the-human-experience-in-healthcare/): https://www.prweb.com/releases/addressing_health_disparities_identified_as_essential_factor_in_transforming_the_human_experience_in_healthcare/prweb17995384.htm
- [Definition of Patient Experience Reexamined to Acknowledge the Human Experience in Healthcare](https://theberylinstitute.org/press-release/definition-of-patient-experience-reexamined-to-acknowledge-the-human-experience-in-healthcare/): https://www.prweb.com/releases/definition_of_patient_experience_reexamined_to_acknowledge_the_human_experience_in_healthcare/prweb17952476.htm
- [The Beryl Institute and Ipsos Release New Issue of PX Pulse](https://theberylinstitute.org/press-release/the-beryl-institute-and-ipsos-release-new-issue-of-px-pulse/): https://www.prweb.com/releases/the_beryl_institute_and_ipsos_release_new_issue_of_px_pulse/prweb17927579.htm
- [Patient Experience Journal Announces 2021 PXJ Award Recipients](https://theberylinstitute.org/press-release/patient-experience-journal-announces-2021-pxj-award-recipients/): https://www.prweb.com/releases/patient_experience_journal_announces_2021_pxj_award_recipients/prweb17912698.htm
- [The Beryl Institute Honors Linda Van der Voort as 2021 Ruth Ravich Patient Advocacy Award Recipient](https://theberylinstitute.org/press-release/the-beryl-institute-honors-linda-van-der-voort-as-2021-ruth-ravich-patient-advocacy-award-recipient/): https://www.prweb.com/releases/the_beryl_institute_honors_linda_van_der_voort_as_2021_ruth_ravich_patient_advocacy_award_recipient/prweb17908949.htm
- [The Beryl Institute Honors Maura Campbell with the 2021 Volunteer Professionals Award for Excellence](https://theberylinstitute.org/press-release/the-beryl-institute-honors-maura-campbell-with-the-2021-volunteer-professionals-award-for-excellence/): https://www.prweb.com/releases/the_beryl_institute_honors_maura_campbell_with_the_2021_volunteer_professionals_award_for_excellence/prweb17908953.htm
- [Carol Santalucia Honored as 2021 Wendy Leebov Championing Experience Award Recipient](https://theberylinstitute.org/press-release/carol-santalucia-honored-as-2021-wendy-leebov-championing-experience-award-recipient/): https://www.prweb.com/releases/carol_santalucia_honored_as_2021_wendy_leebov_championing_experience_award_recipient/prweb17904189.htm
- [Patient Experience Journal Releases Spring Issue, Volume 8, Issue 1](https://theberylinstitute.org/press-release/patient-experience-journal-releases-spring-issue-volume-8-issue-1/): https://www.prweb.com/releases/patient_experience_journal_releases_spring_issue_volume_8_issue_1/prweb17901739.htm
- [Patient Experience Innovation Award Recipients Announced by The Beryl Institute](https://theberylinstitute.org/press-release/patient-experience-innovation-award-recipients-announced-by-the-beryl-institute/): https://www.prweb.com/releases/patient_experience_innovation_award_recipients_announced_by_the_beryl_institute/prweb17897051.htm
- [The great transformation in healthcare: How it will impact patient experience](https://theberylinstitute.org/recent-news/the-great-transformation-in-healthcare-how-it-will-impact-patient-experience/): https://cloudblogs.microsoft.com/industry-blog/microsoft-in-business/health/2021/04/27/the-great-transformation-in-healthcare-how-it-will-impact-patient-experience/
- [Declaration for Human Experience Calls for Transformation of Healthcare](https://theberylinstitute.org/press-release/declaration-for-human-experience-calls-for-transformation-of-healthcare/): https://www.prweb.com/releases/declaration_for_human_experience_calls_for_transformation_of_healthcare/prweb17892968.htm
- [The Human Experience in Ambulatory Care Explored by The Beryl Institute](https://theberylinstitute.org/press-release/the-human-experience-in-ambulatory-care-explored-by-the-beryl-institute/): https://www.prweb.com/releases/the_human_experience_in_ambulatory_care_explored_by_the_beryl_institute/prweb17839156.htm
- [Consumer Perspectives on Patient Experience Explored by The Beryl Institute](https://theberylinstitute.org/press-release/consumer-perspectives-on-patient-experience-explored-by-the-beryl-institute/): https://www.prweb.com/releases/consumer_perspectives_on_patient_experience_explored_by_the_beryl_institute/prweb17790871.htm
- [The Beryl Institute Announces Launch of Global Council, Expanding the Global Experience Movement](https://theberylinstitute.org/press-release/the-beryl-institute-announces-launch-of-global-council-expanding-the-global-experience-movement/): https://www.prweb.com/releases/the_beryl_institute_announces_launch_of_global_council_expanding_the_global_experience_movement/prweb17749931.htm
- [Assessing Patient Financial Experience, Quality of Care Amidst COVID-19](https://theberylinstitute.org/recent-news/assessing-patient-financial-experience-quality-of-care-amidst-covid-19/): https://www.xtelligentmedia.com/podcasts/assessing-patient-financial-experience-quality-of-care-amidst-covid-19
- [Let patients speak for themselves on the Biden task force and elsewhere](https://theberylinstitute.org/recent-news/let-patients-speak-for-themselves-on-the-biden-task-force-and-elsewhere/): https://www.statnews.com/2020/12/14/let-patients-speak-for-themselves-on-biden-task-force-and-elsewhere/
- [The Beryl Institute Announces Launch of Ambulatory Care Council](https://theberylinstitute.org/press-release/the-beryl-institute-announces-launch-of-ambulatory-care-council/): https://www.prweb.com/releases/the_beryl_institute_announces_launch_of_ambulatory_care_council/prweb17586269.htm
- [Patient Experience Journal Releases Fall 2020 Issue: Volume 7, Issue 3](https://theberylinstitute.org/press-release/patient-experience-journal-releases-fall-2020-issue-volume-7-issue-3/): https://www.prweb.com/releases/patient_experience_journal_releases_fall_2020_issue_volume_7_issue_3/prweb17540883.htm
- [Actions That Lead to an Excellent Diagnostic Experience Explored by The Beryl Institute](https://theberylinstitute.org/press-release/actions-that-lead-to-an-excellent-diagnostic-experience-explored-by-the-beryl-institute/): https://www.prweb.com/releases/actions_that_lead_to_an_excellent_diagnostic_experience_explored_by_the_beryl_institute/prweb17526063.htm
- [The New Existence: An Action Plan for the Future of Healthcare Introduced by The Beryl Institute](https://theberylinstitute.org/press-release/the-new-existence-an-action-plan-for-the-future-of-healthcare-introduced-by-the-beryl-institute/): https://www.prweb.com/releases/the_new_existence_an_action_plan_for_the_future_of_healthcare_introduced_by_the_beryl_institute/prweb17518057.htm
- [Americans Re-engaging With Their Physicians and Undergoing Tests](https://theberylinstitute.org/press-release/americans-re-engaging-with-their-physicians-and-undergoing-tests/): https://www.prweb.com/releases/americans_re_engaging_with_their_physicians_and_undergoing_tests/prweb17487884.htm
- [Patient Experience Grant and Scholar Program Recipients Announced by The Beryl Institute](https://theberylinstitute.org/press-release/patient-experience-grant-and-scholar-program-recipients-announced-by-the-beryl-institute/): https://www.prweb.com/releases/patient_experience_grant_and_scholar_program_recipients_announced_by_the_beryl_institute/prweb17420664.htm
- [Innovations in Patient Experience Explored by The Beryl Institute](https://theberylinstitute.org/press-release/innovations-in-patient-experience-explored-by-the-beryl-institute/): https://www.prweb.com/releases/innovations_in_patient_experience_explored_by_the_beryl_institute/prweb17437205.htm
- [The Wendy Leebov Championing Experience Award Introduced by The Beryl Institute](https://theberylinstitute.org/press-release/the-wendy-leebov-championing-experience-award-introduced-by-the-beryl-institute/): https://www.prweb.com/releases/the_wendy_leebov_championing_experience_award_introduced_by_the_beryl_institute/prweb17411890.htm
- [Patient Experience Journal Releases COVID-19 Special Issue](https://theberylinstitute.org/press-release/patient-experience-journal-releases-covid-19-special-issue/): https://www.prweb.com/releases/patient_experience_journal_releases_covid_19_special_issue/prweb17305415.htm
- [Critical Changes to Healthcare Measurement Practices Explored by The Beryl Institute](https://theberylinstitute.org/press-release/critical-changes-to-healthcare-measurement-practices-explored-by-the-beryl-institute/): https://www.prweb.com/releases/critical_changes_to_healthcare_measurement_practices_explored_by_the_beryl_institute/prweb17401457.htm
- [Recommendations Released for Addressing Healthcare Visitation Policies During COVID-19](https://theberylinstitute.org/press-release/recommendations-released-for-addressing-healthcare-visitation-policies-during-covid-19/): https://www.prweb.com/releases/recommendations_released_for_addressing_healthcare_visitation_policies_during_covid_19/prweb17396620.htm
- [Association of Health Care Volunteer Resource Professionals to Join The Beryl Institute](https://theberylinstitute.org/press-release/association-of-health-care-volunteer-resource-professionals-to-join-the-beryl-institute/): https://www.prweb.com/releases/association_of_health_care_volunteer_resource_professionals_to_join_the_beryl_institute/prweb17287183.htm
- [New Data Shows Significant Drop in Number of Americans Visiting Their Primary Care Doctor, Specialists, and Undergoing Medical Tests – As COVID-19 Cases Spike](https://theberylinstitute.org/press-release/new-data-shows-significant-drop-in-number-of-americans-visiting-their-primary-care-doctor-specialists-and-undergoing-medical-tests-as-covid-19-cases-spike/): https://www.prweb.com/releases/new_data_shows_significant_drop_in_number_of_americans_visiting_their_primary_care_doctor_specialists_and_undergoing_medical_tests_as_covid_19_cases_spike/prweb17285659.htm
- [Healthcare’s Shift to Virtual Connection during COVID-19 Crisis Explored by The Beryl Institute](https://theberylinstitute.org/press-release/healthcares-shift-to-virtual-connection-during-covid-19-crisis-explored-by-the-beryl-institute/): https://www.prweb.com/releases/healthcares_shift_to_virtual_connection_during_covid_19_crisis_explored_by_the_beryl_institute/prweb17263150.htm
- [Human Experience 2030 Report Released by The Beryl Institute](https://theberylinstitute.org/press-release/human-experience-2030-report-released-by-the-beryl-institute/): https://www.prweb.com/releases/human_experience_2030_report_released_by_the_beryl_institute/prweb17220382.htm
- [We must partner with patients as we redefine healthcare in the post-COVID-19 era](https://theberylinstitute.org/recent-news/we-must-partner-with-patients-as-we-redefine-healthcare-in-the-post-covid-19-era/): https://www.beckershospitalreview.com/patient-experience/we-must-partner-with-patients-as-we-redefine-healthcare-in-the-post-covid-19-era.html
- [Honoring Human Service Site Launched By The Beryl Institute](https://theberylinstitute.org/press-release/honoring-human-service-site-launched-by-the-beryl-institute/): https://www.prweb.com/releases/honoring_human_service_site_launched_by_the_beryl_institute/prweb17165460.htm
- [An Unwavering Commitment to Human Experience](https://theberylinstitute.org/press-release/an-unwavering-commitment-to-human-experience/): These are trying times. We remain caught in the grips of a global pandemic that is taking its toll on communities economically, placing strain on healthcare workers committed to tackling this crisis head on and revealing the very systemic weaknesses and inherent biases that have been just beneath the surface of our society for years. The challenge of disparity and inequity is not unique to healthcare, but in the era of COVID-19, the realization of what many knew to be true has been laid bare for all with a commitment to truth and a respect for evidence to see.
- [Patient Experience in a Pediatric Setting Examined by The Beryl Institute](https://theberylinstitute.org/press-release/patient-experience-in-a-pediatric-setting-examined-by-the-beryl-institute/): https://www.prweb.com/releases/patient_experience_in_a_pediatric_setting_examined_by_the_beryl_institute/prweb17155919.htm
- [Future of Human Experience 2030 Framework Released by The Beryl Institute](https://theberylinstitute.org/press-release/future-of-human-experience-2030-framework-released-by-the-beryl-institute/): https://www.prweb.com/releases/future_of_human_experience_2030_framework_released_by_the_beryl_institute/prweb17102853.htm
- [Patient Experience Journal Releases Spring 2020 Issue (Volume 7, Issue 1)](https://theberylinstitute.org/press-release/patient-experience-journal-releases-spring-2020-issue-volume-7-issue-1/): https://www.prweb.com/releases/patient_experience_journal_releases_spring_2020_issue_volume_7_issue_1/prweb17086029.htm
- [Patient Experience Innovation Award Recipients Announced by The Beryl Institute](https://theberylinstitute.org/press-release/patient-experience-innovation-award-recipients-announced-by-the-beryl-institute-2/): https://www.prweb.com/releases/patient_experience_innovation_award_recipients_announced_by_the_beryl_institute/prweb17071100.htm
- [The Beryl Institute-Ipsos PX Pulse Shows Fewer Americans Visiting The Doctor Amidst COVID-19 Pandemic, But Americans Are Increasingly Satisfied With Healthcare Quality](https://theberylinstitute.org/press-release/the-beryl-institute-ipsos-px-pulse-shows-fewer-americans-visiting-the-doctor-amidst-covid-19-pandemic-but-americans-are-increasingly-satisfied-with-healthcare-quality/): https://www.prweb.com/releases/the_beryl_institute_ipsos_px_pulse_shows_fewer_americans_visiting_the_doctor_amidst_covid_19_pandemic_but_americans_are_increasingly_satisfied_with_healthcare_quality/prweb17059854.htm
- [Patient Advocacy Council of The Beryl Institute Honors Ashley Egan as 2020 Ruth Ravich Patient Advocacy Award Recipient](https://theberylinstitute.org/press-release/patient-advocacy-council-of-the-beryl-institute-honors-ashley-egan-as-2020-ruth-ravich-patient-advocacy-award-recipient/): https://www.prweb.com/releases/patient_advocacy_council_of_the_beryl_institute_honors_ashley_egan_as_2020_ruth_ravich_patient_advocacy_award_recipient/prweb17053850.htm
- [Improvements to Modernize Patient Experience Surveys Recommended by Patient Experience Policy Forum](https://theberylinstitute.org/press-release/improvements-to-modernize-patient-experience-surveys-recommended-by-patient-experience-policy-forum/): https://www.prweb.com/releases/improvements_to_modernize_patient_experience_surveys_recommended_by_patient_experience_policy_forum/prweb16986180.htm
- [The Beryl Institute Announces Reformatting of Patient Experience Conference 2020](https://theberylinstitute.org/press-release/the-beryl-institute-announces-reformatting-of-patient-experience-conference-2020/): https://www.prweb.com/releases/the_beryl_institute_announces_reformatting_of_patient_experience_conference_2020/prweb16981517.htm
- [Patient Experience Journal Announces Inaugural PXJ Award Recipients](https://theberylinstitute.org/press-release/patient-experience-journal-announces-inaugural-pxj-award-recipients/): https://www.prweb.com/releases/patient_experience_journal_announces_inaugural_pxj_award_recipients/prweb16949750.htm
- [Integration of Safety, Quality and Experience Efforts Believed to Drive the Best in Healthcare Outcomes](https://theberylinstitute.org/press-release/integration-of-safety-quality-and-experience-efforts-believed-to-drive-the-best-in-healthcare-outcomes/): https://www.prweb.com/releases/integration_of_safety_quality_and_experience_efforts_believed_to_drive_the_best_in_healthcare_outcomes/prweb16926541.htm
- [Personal Patient Experience Outranks Health Industry Satisfaction](https://theberylinstitute.org/recent-news/personal-patient-experience-outranks-health-industry-satisfaction/): https://patientengagementhit.com/news/personal-patient-experience-outranks-health-industry-satisfaction?utm_content=114385350&utm_medium=social&utm_source=twitter&hss_channel=tw-2330019438 
- [New Study – The Beryl Institute-Ipsos PX Pulse: Finds U.S. Patients More Positive About Their Own Healthcare Experiences Than Their Overall View of Quality of Care](https://theberylinstitute.org/press-release/new-study-the-beryl-institute-ipsos-px-pulse-finds-u-s-patients-more-positive-about-their-own-healthcare-experiences-than-their-overall-view-of-quality-of-care/): https://www.prweb.com/releases/new_study_the_beryl_institute_ipsos_px_pulse_finds_u_s_patients_more_positive_about_their_own_healthcare_experiences_than_their_overall_view_of_quality_of_care/prweb16863132.htm
- [The Beryl Institute Offers Recommendations to Elevate Experience for those Living with Dementia](https://theberylinstitute.org/press-release/the-beryl-institute-offers-recommendations-to-elevate-experience-for-those-living-with-dementia/): https://www.prweb.com/releases/the_beryl_institute_offers_recommendations_to_elevate_experience_for_those_living_with_dementia/prweb16842511.htm
- [Patient Experience Grant and Scholar Program Recipients Announced by The Beryl Institute](https://theberylinstitute.org/press-release/patient-experience-grant-and-scholar-program-recipients-announced-by-the-beryl-institute-2/): https://www.prweb.com/releases/patient_experience_grant_and_scholar_program_recipients_announced_by_the_beryl_institute/prweb16683507.htm
- [Patient Experience Grant and Scholar Program Recipients Announced by The Beryl Institute](https://theberylinstitute.org/press-release/patient-experience-grant-and-scholar-program-recipients-announced-by-the-beryl-institute-6/): https://www.prweb.com/releases/2015/10/prweb13052053.htm
- [Patient Experience Conference 2020 Program Announced by The Beryl Institute](https://theberylinstitute.org/press-release/patient-experience-conference-2020-program-announced-by-the-beryl-institute/): https://www.prweb.com/releases/patient_experience_conference_2020_program_announced_by_the_beryl_institute/prweb16649826.htm
- [Patient Experience Conference 2020 Keynote Speakers Announced by The Beryl Institute](https://theberylinstitute.org/press-release/patient-experience-conference-2020-keynote-speakers-announced-by-the-beryl-institute/): https://www.prweb.com/releases/patient_experience_conference_2020_keynote_speakers_announced_by_the_beryl_institute/prweb16602968.htm
- [Foundational Role of Experience in Healthcare Affirmed through Global Trends and Insights](https://theberylinstitute.org/press-release/foundational-role-of-experience-in-healthcare-affirmed-through-global-trends-and-insights/): https://www.prweb.com/releases/foundational_role_of_experience_in_healthcare_affirmed_through_global_trends_and_insights/prweb16563254.htm
- [The Role of Healthcare Patient Advocates Examined by The Beryl Institute](https://theberylinstitute.org/press-release/the-role-of-healthcare-patient-advocates-examined-by-the-beryl-institute/): https://www.prweb.com/releases/the_role_of_healthcare_patient_advocates_examined_by_the_beryl_institute/prweb16475818.htm
- [The Beryl Institute Announces Launch of Patient Experience Physician Council](https://theberylinstitute.org/press-release/the-beryl-institute-announces-launch-of-patient-experience-physician-council/): https://www.prweb.com/releases/the_beryl_institute_announces_launch_of_patient_experience_physician_council/prweb16437017.htm
- [What can appliance-seller Abt teach hospitals about keeping patients happy?](https://theberylinstitute.org/recent-news/what-can-appliance-seller-abt-teach-hospitals-about-keeping-patients-happy/): https://www.chicagotribune.com/business/ct-biz-hospitals-happy-patients-satisfaction-20190614-kfviizywivepbhddf4lkpkdxcm-story.html
- [To Care is Human Podcast Series Launched by The Beryl Institute](https://theberylinstitute.org/press-release/to-care-is-human-podcast-series-launched-by-the-beryl-institute/): https://www.prweb.com/releases/to_care_is_human_podcast_series_launched_by_the_beryl_institute/prweb16354380.htm

## Pages
- [Media Access – PX Pulse April 2026](https://theberylinstitute.org/media-access-px-pulse-april-2026/): The latest PX Pulse reminds us that experience is deeply personal. With nearly 40% of respondents saying identity impacts their care and more than one-third pointing to immigration status as a barrier, the findings call for greater attention to trust, access, and how we meet people where they are.
- [Access the National Volunteer Services Benchmarking Report](https://theberylinstitute.org/access-the-national-volunteer-services-benchmarking-report/)
- [Beyond the Checklist: Implementing and Sustaining Patient and Family Engagement in CMS Patient Safety Structural Measures](https://theberylinstitute.org/beyond-the-checklist-implementing-and-sustaining-patient-and-family-engagement-in-cms-patient-safety-structural-measures/)
- [PXE Application to Offer Credits](https://theberylinstitute.org/pxe-interest-form/)
- [Email Signup Test](https://theberylinstitute.org/email-signup-test/)
- [WMTY Meeting Archive](https://theberylinstitute.org/wmty-meeting-archive/)
- [ELEVATE PX Speaker Disclosure Form](https://theberylinstitute.org/elevate-px-speaker-disclosure-form/)
- [Conference Outreach](https://theberylinstitute.org/conference-outreach/)
- [PXE Conflict of Interest Disclosure](https://theberylinstitute.org/pxe-conflict-of-interest-disclosure/)
- [Chicago PX Regional Roundtable Tour Interest Form](https://theberylinstitute.org/chicago-px-regional-roundtable-tour-interest-form/)
- [BOK Leadership Bundle](https://theberylinstitute.org/bok-leadership-bundle/)
- [PX Marketplace Webinars](https://theberylinstitute.org/px-marketplace-webinars/)
- [Q1 2026 PX Marketplace Webinars](https://theberylinstitute.org/q1-2026-px-marketplace-webinars/)
- [Invitation Deck](https://theberylinstitute.org/invitation-deck/)
- [Building, Revitalizing, and Sustaining PFACs](https://theberylinstitute.org/building-revitalizing-and-sustaining-pfacs/)
- [Getting the Most Out of Your Membership- Volunteer](https://theberylinstitute.org/getting-the-most-out-of-your-membership-volunteer/)
- [Getting the Most Out of Your Membership- Physician](https://theberylinstitute.org/getting-the-most-out-of-your-membership-physician/)
- [Getting the Most Out of Your Membership- Pediatric](https://theberylinstitute.org/getting-the-most-out-of-your-membership-pediatric/)
- [Getting the Most Out of Your Membership- Patient and Care Partner](https://theberylinstitute.org/getting-the-most-out-of-your-membership-patient-and-care-partner/)
- [Getting the Most Out of Your Membership- Patient Advocacy](https://theberylinstitute.org/getting-the-most-out-of-your-membership-patient-advocacy/)
- [Getting the Most Out of Your Membership- Longterm Care](https://theberylinstitute.org/getting-the-most-out-of-your-membership-longterm-care/)
- [Getting the Most Out of Your Membership – Ambulatory Care](https://theberylinstitute.org/getting-the-most-out-of-ambulatory-care/)
- [Getting the Most Out of Your Membership](https://theberylinstitute.org/getting-the-most-out-of-your-membership/)
- [Global Webinar Series](https://theberylinstitute.org/global-webinar-series/)
- [PX Pulse July 2025 Linkedin](https://theberylinstitute.org/px-pulse-july-2025-linkedin/)
- [PCPC Spotlight Member: Josh Paxton](https://theberylinstitute.org/pcpc-spotlight-member-josh-paxton/)
- [Review of the Elevate PX 2025 PCPC Gathering Rosie Bartel](https://theberylinstitute.org/review-of-the-elevate-px-2025-pcpc-gathering-rosie-bartel/)
- [Sponsorship Opportunities](https://theberylinstitute.org/regional-roundtables/sponsorship-opportunities/)
- [San Francisco, CA](https://theberylinstitute.org/regional-roundtables/san-francisco-ca/)
- [Dallas, TX](https://theberylinstitute.org/regional-roundtables/dallas-tx/)
- [Charlotte, NC](https://theberylinstitute.org/regional-roundtables/charlotte-nc/)
- [Apply for our Community Council](https://theberylinstitute.org/regional-roundtables/apply-for-our-community-council/)
- [Middle East/North Africa](https://theberylinstitute.org/regional-roundtables/middle-east-north-africa/)
- [Chicago, IL](https://theberylinstitute.org/regional-roundtables/chicago-il-px-regional-roundtable/)
- [Regional Roundtables Overview](https://theberylinstitute.org/regional-roundtables/)
- [ELEVATE PX Encore Series](https://theberylinstitute.org/elevate-px-encore-series/)
- [Membership Videos](https://theberylinstitute.org/membership-videos/)
- [Celebrating Excellence in Patient Experience](https://theberylinstitute.org/global-commitment/celebrating-excellence-in-patient-experience/)
- [2025 Q4 Community Council Updates](https://theberylinstitute.org/2025-q4-community-council-updates/)
- [2025 Q3 Community Council Updates](https://theberylinstitute.org/2025-q3-community-council-updates/)
- [2025 Q2 Community Council Updates](https://theberylinstitute.org/2025-q2-community-council-updates/)
- [The Beryl Institute Promotional Communications Form](https://theberylinstitute.org/the-beryl-institute-interest-form/)
- [PX Congress Inquiry](https://theberylinstitute.org/px_congress_inquiry/)
- [Fundamentals of Patient Experience (Arabic) Interest Form](https://theberylinstitute.org/arabic-course-interest-form/)
- [Tshirt Interest Form](https://theberylinstitute.org/tshirt-interest-form/)
- [Patient Safety Measures](https://theberylinstitute.org/patient-safety-measures/)
- [Patient Experience University – About](https://theberylinstitute.org/patient-experience-university/patient-experience-university-about/)
- [Russell HIMSS](https://theberylinstitute.org/russell-himss/)
- [WMTY.world Events](https://theberylinstitute.org/wmty-events/)
- [WMTY.world Events](https://theberylinstitute.org/wmty-world-events/)
- [Elevate PX Orgs 2025](https://theberylinstitute.org/elevate-px-orgs-2025/)
- [State of Human Experience](https://theberylinstitute.org/state-of-human-experience/)
- [Michael Fromovitz Award](https://theberylinstitute.org/michael-fromovitz-award/)
- [Simple Page](https://theberylinstitute.org/simple-page/): With nothing much on it.
- [Global Experience Collaborative](https://theberylinstitute.org/global-experience-collaborative/)
- [Nurse Executive Roundtable](https://theberylinstitute.org/nurse-executive-roundtable/)
- [WINS](https://theberylinstitute.org/wins/)
- [Introduction to Patient Experience SCORM Files](https://theberylinstitute.org/introduction-to-patient-experience-scorm-files/)
- [ELEVATE PX 2025 Volunteer Opportunities](https://theberylinstitute.org/elevate-px-2025-volunteer-sign-up/): Thank you for your interest in volunteering at ELEVATE PX 2025! The success of this event would not be possible without the incredible support and contributions of our board and council members. Please share your name, contact information, and indicate the volunteer slots where you’re available and willing to serve.
- [December Newsletter](https://theberylinstitute.org/december-newsletter/)
- [WMTYworld Convening Team Information](https://theberylinstitute.org/wmtyworld-convening-team-information/)
- [Convening Team](https://theberylinstitute.org/conveningteam/)
- [Countries WMTY](https://theberylinstitute.org/wmty-countries/)
- [Resources WMTY](https://theberylinstitute.org/what-matters-to-you-old/resources-wmty-test2/)
- [WMTY Resources](https://theberylinstitute.org/what-matters-to-you-old/wmty-resources/): Please find a selection of open-access What Matters To You resources below.
- [Physician Workgroup Inquiry](https://theberylinstitute.org/physician-workgroup-inquiry/)
- [PXPF Webinar Form](https://theberylinstitute.org/pxpf-webinar-form/)
- [Organizational Membership Investment Request](https://theberylinstitute.org/organizational-membership-investment-request/)
- [Survey Request](https://theberylinstitute.org/survey-request/)
- [FAQs Credentialing Center](https://theberylinstitute.org/faqs-credentialing-center/)
- [CAVS](https://theberylinstitute.org/cavs/)
- [CPXP Exam Overview](https://theberylinstitute.org/cpxp-exam-overview/)
- [PXEs Overview](https://theberylinstitute.org/pxes-overview/)
- [March of Dimes Access](https://theberylinstitute.org/march-of-dimes-access/)
- [Return on Human Experience](https://theberylinstitute.org/return-on-human-experience/)
- [Credentialing Center Overview](https://theberylinstitute.org/credentialing-center-overview/)
- [Community Council](https://theberylinstitute.org/community-council/)
- [Test](https://theberylinstitute.org/test/)
- [2026 Community Council Confirmation Form](https://theberylinstitute.org/community-council-confirmation-form/)
- [Patient, Family & Care Partner Workgroup Application](https://theberylinstitute.org/patient-family-care-partner-workgroup-application/)
- [Community Council Interest Form](https://theberylinstitute.org/community-council-interest/)
- [Certificate Badges](https://theberylinstitute.org/certificate-badges/)
- [Global Commitment](https://theberylinstitute.org/global-commitment/)
- [Resources Overview](https://theberylinstitute.org/patient-experience-resources/)
- [2026 Q1 Board & Council Updates](https://theberylinstitute.org/2026-q1-board-council-updates-2/)
- [2026 Q2 Board & Council Updates](https://theberylinstitute.org/2026-q2-board-council-updates/)
- [Humanity in Healthcare: Let’s Work Together](https://theberylinstitute.org/humanity-in-healthcare/)
- [January 2025 Board & Council Updates](https://theberylinstitute.org/jan-2025-board-council-updates/)
- [2024 Q3 Board & Council Updates](https://theberylinstitute.org/2024-q3-board-council-updates/)
- [2024 Q2 Board & Council Updates](https://theberylinstitute.org/2024-q2-board-council-updates/)
- [Celebration Weeks 2024](https://theberylinstitute.org/celebration-weeks-2024/)
- [Membership Resources](https://theberylinstitute.org/membership-resources/)
- [Learning FAQs](https://theberylinstitute.org/learning-programs-overview/learning-faqs/)
- [Transforming the Future of Healthcare: Reflections on a Decade of the Experience Movement](https://theberylinstitute.org/transforming-the-future-of-healthcare-reflections-on-a-decade-of-the-experience-movement/)
- [Book Interest – Stay Informed](https://theberylinstitute.org/book-interest-stay-informed/)
- [Patient & Family Advisors](https://theberylinstitute.org/patient-family-advisors/)
- [International Professional Programs](https://theberylinstitute.org/international-professional-programs/)
- [Membership Badge](https://theberylinstitute.org/membership-badge/)
- [Patient Experience University](https://theberylinstitute.org/patient-experience-university/)
- [PX Learning Overview](https://theberylinstitute.org/px-learning-overview-2/)

## Products
- [Volunteer Professionals Community Connection Call – Introducing the First Annual National Volunteer Services Data Dashboard](https://theberylinstitute.org/product/volunteer-professionals-community-connection-call-introducing-the-first-annual-national-volunteer-services-data-dashboard/): 12pm ET / 11am CT / 10am MT / 9am PT - Volunteer programs are evolving rapidly, and leaders across the field are seeking meaningful data to better understand how their services compare, grow, and adapt. Join a conversation with the survey development team, along with our sponsor Samaritan, as we explore why this data dashboard was created and the key trends it reveals.
- [PX Pulse: Identity and Immigration Status in Healthcare Experience](https://theberylinstitute.org/product/px-pulse-identity-and-immigration-status-in-healthcare-experience/): The latest PX Pulse reminds us that experience is deeply personal. With nearly 40% of respondents saying identity impacts their care and more than one-third pointing to immigration status as a barrier, the findings call for greater attention to trust, access, and how we meet people where they are.
- [Change Leadership: Five Tactics to Make Best Practices Stick](https://theberylinstitute.org/product/change-leadership-five-tactics-to-make-best-practices-stick/): Complimentary - 2pm ET / 1pm CT / 12pm MT / 11am PT - Change in healthcare is inevitable - and often challenging. Yet it’s essential for sustaining the patient experience behaviors and practices that matter most to patients and for bringing meaning and joy to the work of healthcare professionals. Change feels even harder when patient experience best practices fall short because real world circumstances and barriers get in the way. Join this webinar to learn five practical tactics that help patient experience best practices truly stick. You’ll gain insights that make it easier to lead teams through change and support teams in doing the right thing consistently. You’ll leave with a renewed perspective and a clearer path to lasting improvement.
- [Your PX Toolkit: Resources, Learning, and Support to Advance Your Impact](https://theberylinstitute.org/product/your-px-toolkit-resources-learning-and-support-to-advance-your-impact/): Whether you are already a member or exploring The Beryl Institute community, this session will provide a high-level overview of opportunities to learn, connect, and advance your impact. Our team will highlight resources, Patient Experience University learning programs, and pathways to professional certification, including CPXP and CAVS.
- [Monthly Member Meet-up (May 2026)](https://theberylinstitute.org/product/monthly-member-meet-up-may-2026/): 12pm ET / 11am CT / 10am MT / 9am PT - Join us for an informal member networking meet-up designed for open conversation and connection. With no formal agenda, this session is simply a space to show up with questions, engage with peers, and exchange ideas with fellow members and our membership team. All are welcome - new and longtime members alike.
- [Monthly Member Meet-up (July 2026)](https://theberylinstitute.org/product/monthly-member-meet-up-july-2026/): 12pm ET / 11am CT / 10am MT / 9am PT - Join us for an informal member networking meet-up designed for open conversation and connection. With no formal agenda, this session is simply a space to show up with questions, engage with peers, and exchange ideas with fellow members and our membership team. All are welcome - new and longtime members alike.
- [Monthly Member Meet-up (June 2026)](https://theberylinstitute.org/product/monthly-member-meet-up-june-2026/): 12pm ET / 11am CT / 10am MT / 9am PT - Join us for an informal member networking meet-up designed for open conversation and connection. With no formal agenda, this session is simply a space to show up with questions, engage with peers, and exchange ideas with fellow members and our membership team. All are welcome - new and longtime members alike.
- [Transforming the Inpatient Hold Experience Through Partnership](https://theberylinstitute.org/product/transforming-the-inpatient-hold-experience-through-partnership/): Non-members can purchase webinars at a cost of $49 each.
- [PX Champions: Providing Exceptional Experiences by Building Culture & Growing Leaders](https://theberylinstitute.org/product/px-champions-providing-exceptional-experiences-by-building-culture-growing-leaders/): At BJC Medical Group, our PX Champions program is an extension of our small team, enabling us to more effectively impact the more than 200 practices we support through virtual meetings and team activities. We ended 2025 by working towards creating exceptional experiences for patients and building a strong, positive culture in all clinics. We started 2026 focusing on developing our Champions’ leadership skills, allowing them to more effectively lead efforts in their practices. Our methods and the team activities for each topic are discussed below.
- [Coming Home to Patient Experience](https://theberylinstitute.org/product/coming-home-to-patient-experience/): Some people discover their purpose by accident, but others feel it long before they can name it. I grew up caring for my grandparents, never realizing those small moments of compassion would shape my entire career. Years later, after accompanying loved ones through their own cancer journeys, I walked into MD Anderson1 and instantly knew I had found where I belonged. Patient experience wasn’t just a job; it was home.
- [The Sum of All Interactions: Advancing Human Experience through an Integrated Ecosystem](https://theberylinstitute.org/product/the-sum-of-all-interactions-advancing-human-experience-through-an-integrated-ecosystem/): Healthcare experience is not owned by one role or team—it’s an ecosystem. The Sum of All Interactions: Advancing Human Experience through an Integrated Ecosystem shows how organizations can move beyond silos by aligning efforts, embedding experience into strategy, and adapting to real-world complexity—driving stronger outcomes, trust, and workforce engagement through intentional integration.
- [Where Do We Go From Here? Improving Hospital Wayfinding to Reduce Stress and Improve Care](https://theberylinstitute.org/product/where-do-we-go-from-here-improving-hospital-wayfinding-to-reduce-stress-and-improve-care/): For patients and families, getting lost in a hospital can feel overwhelming and it often shapes their perception of care before a single clinical interaction occurs. Wayfinding is more than signage; it’s a human-centered experience that affects safety, efficiency, and trust. Join this webinar to discover how thoughtful, patient-centered wayfinding can transform the hospital experience. Attendees will learn core principles of effective wayfinding design and apply a practical framework to assess current challenges and identify opportunities for improvement within their own organizations.
- [Amplifying Youth Voices: The Importance of Direct Pediatric Patient Feedback](https://theberylinstitute.org/product/amplifying-youth-voices-the-importance-of-direct-pediatric-patient-feedback/): The collection of experiential survey data is a practice all too familiar in Patient and Family Experience (PFX). Surveys allow institutions to collect large amounts of quantifiable data through resource-lite methods, illuminating strengths and opportunities that improve the quality of care. Who does the reporting, then, matters greatly for the story that data tells. For pediatric institutions, the who often refers to parents, who play a vital role in caring for pediatric patients, but where does this leave the patient voice?  
- [Beyond Attestation: Understanding CMS Patient Safety Structural Measures](https://theberylinstitute.org/product/beyond-attestation-understanding-cms-patient-safety-structural-measures/): This session provides an overview of CMS Patient Safety Structural Measures with a focused look at Domain #5: Patient, Family, and Care Partner Engagement. Participants will explore the intent behind the measures, what meaningful implementation looks like beyond attestation, and why patient and family engagement is foundational to patient safety, quality, and trust.
- [The Impact of Community Characteristics on Patient Experience](https://theberylinstitute.org/product/the-impact-of-community-characteristics-on-patient-experience/): When individuals visit a hospital, either for their own or their loved one’s care, their expectations are based on the composite experience of their lifestyles, cultures, and background. Whether their goal is for their health to be fully restored or to maintain their quality of life, these experiences influence their healthcare continuum throughout their lifespan.
- [Reigniting Frontline Culture Through Service Behaviors](https://theberylinstitute.org/product/reigniting-frontline-culture-through-service-behaviors/): Discover a proven framework for building a positive, patient-centered culture through standardized service behaviors. This webinar offers interactive strategies - role play, video modeling, and recognition planning - to engage teams in consistency and compassion. Join this webinar to learn how this approach boosted patient experience ratings and courtesy scores while strengthening leadership and team alignment.
- [ELEVATE PX](https://theberylinstitute.org/product/elevate-px/): ELEVATE PX is a dynamic, interactive event connecting the community for learning, support and the sharing of ideas to positively impact the experience in healthcare organizations around the world.
- [Breaking Barriers: Advancing Language Access Through Rounding](https://theberylinstitute.org/product/breaking-barriers-advancing-language-access-through-rounding/): Explore how proactive interpreter rounding supports patients with limited English proficiency. This webinar highlights how daily visits from interpreter teams improve communication, empower patients to request interpreters, and strengthen advocacy. Learn practical methods for building inclusive systems that meet Joint Commission standards and promote equitable, patient-centered care.
- [“Leap, and a Net Will Appear”: Leading Teams into the Unknown](https://theberylinstitute.org/product/leap-and-a-net-will-appear-leading-teams-into-the-unknown/): In this episode, Jason Wolf sits down with Laura Wood, Executive Vice President of Patient Care Operations and System Chief Nurse Executive at Boston Children’s Hospital. As a nurse leader, Dr. Wood shares what it takes to lead the nursing operations of one of the world's top-ranked pediatric hospitals while keeping the human experience at the center of care. Whether you are a bedside nurse, a healthcare executive, or a patient advocate, this conversation offers a masterclass in leading with optimism and gratitude.
- [From Waiting to Welcoming: How Children’s of Alabama Elevated Pediatric ED Experience](https://theberylinstitute.org/product/from-waiting-to-welcoming-how-childrens-of-alabama-elevated-pediatric-ed-experience/): Children’s of Alabama elevated its pediatric emergency department experience by using real-time feedback, activating surge capacity sooner, and creating sensory-friendly spaces to better support patients and families. These targeted efforts reduced Left Without Being Seen rates by more than half and led to top national performance among peer pediatric emergency departments.
- [Beyond a Seat at the Table: Building the Infrastructure for True Patient and Family Partnership](https://theberylinstitute.org/product/beyond-a-seat-at-the-table-building-the-infrastructure-for-true-patient-and-family-partnership/): Children’s National Hospital  
- [Pennsylvania Hospital Brings Service Recovery to the Bedside: How CipherRounds Helped Leaders Catch Issues Early, Reduce Complaints, and Improve Experience](https://theberylinstitute.org/product/pennsylvania-hospital-brings-service-recovery-to-the-bedside-how-cipherrounds-helped-leaders-catch-issues-early-reduce-complaints-and-improve-experience/): Pennsylvania Hospital faced a common challenge in patient experience: feedback arrived after discharge, when it was too late to address concerns that shaped how patients remembered their stay. By bringing service recovery to the bedside through CipherRounds, leaders were able to identify and resolve issues in real time.
- [The Dignity Paradox in Patient Experience](https://theberylinstitute.org/product/the-dignity-paradox-in-patient-experience/): “Looks like they’re ready for you, Mom.”
- [When Grief Speaks: Peer-Led Care for Healthcare Workers](https://theberylinstitute.org/product/when-grief-speaks-peer-led-care-for-healthcare-workers/): In healthcare, grief is not an exception - it is part of the work. Yet the emotional load often remains unspoken, shaping how caregivers show up for patients, families, and one another. This webinar explores peer grief support as a meaningful, practical way to strengthen well-being, connection, and compassionate care. Using the RIVER framework and examples from frontline practice, this webinar will examine how acknowledging grief can deepen empathy and collaboration across teams.
- [Tell Me 3: Aligning Quality, Safety, and Experience Through Dialogue](https://theberylinstitute.org/product/tell-me-3-connecting-quality-safety-and-experience/): "Tell Me 3” is a continuous improvement initiative to promote clear, consistent conversations about new medications, focusing on the name, purpose, and potential side effects. By integrating these discussions into daily workflows, the initiative strengthens patient understanding and drives a culture of quality and safety. This webinar highlights practical tools including the “Tell Me 3” card, medication information resources, teach-back techniques, lean methodology tools, and a pharmacy led “Meds to Beds” program, all designed to improve medication safety, health literacy, and post-discharge adherence to new medications. Aligned with a focus on “Staff Worked Well Together to Care for You,” this integrated approach enhances both patient and staff experience. Attend this webinar to discover how simple communication strategies and lean practices can improve quality and safety, strengthen teamwork, and elevate the overall patient experience.
- [Breaking Down Silos to Recruit, Retain, and Reignite Volunteer Engagement](https://theberylinstitute.org/product/breaking-down-silos-to-recruit-retain-and-reignite-volunteer-engagement/): Join this webinar to explore practical strategies for breaking down silos and strengthening trust to recruit, retain, and reignite volunteer engagement. This presentation will guide you through the TRUST framework - Truth, Reliability, Understanding, Synergy, and lead to Thriving - a powerful approach to reignite volunteer passion, strengthen collaboration, and improve retention. Together, these elements lay the foundation for a culture where volunteers, community members, and team members feel genuinely valued, consistently supported, and inspired to contribute in meaningful ways.
- [CAVS Informational Webinar: Your Guide to CAVS Credentialing Process (May 2026)](https://theberylinstitute.org/product/cavs-informational-webinar-your-guide-to-cavs-credentialing-process-may-2026/): 12pm ET / 11am CT / 10am MT / 9am PT - Considering the Certified Administrator of Volunteer Services (CAVS) designation? Join Patient Experience University (PXU), the global learning and credentialing center of The Beryl Institute, for an informational webinar designed to clarify what CAVS is, who it’s intended for, and how to begin your certification journey. The PXU team will walk you through eligibility requirements, the application process, what to expect from the exam, and answer your questions.
- [Hard-Wiring Engagement: Embedding Patient and Family Voice through Policy](https://theberylinstitute.org/product/hard-wiring-engagement-embedding-patient-and-family-voice-through-policy/): 2pm ET / 1pm CT / 12pm MT / 11am PT - This session brings the webinar series together by focusing on how organizations can hard-wire patient, family, and care partner engagement through organizational policy. Participants will explore policy levers, language, and governance strategies that support long-term sustainment of Domain #5 elements and ensure engagement is embedded in decision-making, accountability, and safety structures.
- [Care Partners as Essential Team Members in Safe Care](https://theberylinstitute.org/product/care-partners-as-essential-team-members-in-safe-care/): 2pm ET / 1pm CT / 12pm MT / 11am PT - This session explores the role of care partners as essential members of the care team and their impact on patient safety. Participants will examine strategies to support care partner presence and engagement across the care continuum, including bedside rounding, shift reports, discharge planning, and flexible visitation practices that promote safety and partnership.
- [Building Representative PFACs: From Formation to Sustainment](https://theberylinstitute.org/product/building-representative-pfacs-from-formation-to-sustainment/): 2pm ET / 1pm CT / 12pm MT / 11am PT - This webinar focuses on best practices for developing, implementing, and sustaining Patient and Family Advisory Councils (PFACs) and Patient and Family Advisors (PFAs) that are diverse, representative, and meaningfully integrated into organizational safety work. Discussion will include governance structures, recruitment, inclusion, and strategies for ensuring PFACs influence decision-making rather than operating in isolation.
- [Partnering for Safety: Engaging Patients and Families in Safety Practices](https://theberylinstitute.org/product/partnering-for-safety-engaging-patients-and-families-in-safety-practices/): This session takes a deeper dive into how organizations can actively engage patients, families, and care partners in patient safety efforts. Participants will explore approaches for incorporating patient and caregiver input into safety reporting, safety signals, and improvement initiatives, including patient-reported safety events, complaints, and experiences of harm or discrimination.
- [Breaking the Language Barrier in Epic: UMass Memorial Health Integrates LanguageLine for Equitable Care](https://theberylinstitute.org/product/breaking-the-language-barrier-in-epic-umass-memorial-health-integrates-languageline-for-equitable-care/): UMass Memorial Health integrated one-click LanguageLine interpreter access directly into Epic, removing barriers that previously slowed or limited use of language services for patients with limited English proficiency. By embedding interpretation into clinical workflows and automating documentation, the system improved adoption, compliance, and equitable communication at the point of care.
- [The Triad of High-Quality Care](https://theberylinstitute.org/product/the-triad-of-high-quality-care/): Join this webinar to explore the triad of high-quality care, which is not defined by clinical outcomes alone, but by the combined strength of quality, safety and patient experience. In Essential Hospitals, this triad is integral to building equity, trust and long-term sustainability. Healthcare leaders agree that good outcomes and a positive patient experience are equally important.
- [Bridging Industries: The Influence of Hospitality-Driven Internships on Healthcare Service Delivery](https://theberylinstitute.org/product/bridging-industries-the-influence-of-hospitality-driven-internships-on-healthcare-service-delivery/): Northwell Health is reimagining healthcare experience through a hospitality-driven, customer-obsessed approach. This case study highlights how strategic leadership and the Hospitality in Healthcare Internship Program are shaping a more human-centered, trust-building experience for patients and families.
- [The Art of the Warm Welcome: Measuring What Matters in Healthcare Experience](https://theberylinstitute.org/product/the-art-of-the-warm-welcome-measuring-what-matters-in-healthcare-experience/): Evan Steele, Founder and CEO of rater8, reinforces how first impressions shape the human experience in healthcare. From a frustrating hotel check-in in Prague to building a platform that helps healthcare organizations listen, learn, and improve in real time, Evan shares the origin story behind rater8 and the philosophy of the “art of the warm welcome.” This conversation is a practical and inspiring look at how measuring, improving, and celebrating experience can drive more consistent, compassionate care across organizations.
- [Collaborative Solutions for Managing Challenging Family Interactions](https://theberylinstitute.org/product/collaborative-solutions-for-managing-challenging-family-interactions/): Discover a human-centered, multidisciplinary approach to navigating difficult family interactions in healthcare. This webinar shares how teams across all levels - clinicians, leaders, and families - developed tools, algorithms, and training processes to ensure safety, teamwork, and emotional support. Attend this webinar to learn practical strategies for creating healing environments and fostering collaboration to address complex family dynamics in care settings.
- [Champions of Change: Improving PX by Focusing on the Three “Controllables”](https://theberylinstitute.org/product/champions-of-change-improving-px-by-focusing-on-the-three-controllables/): At BJC Medical Group, our PX Champions program is an extension of our five-person team, enhancing our ability to impact the more than 160 practices we support through virtual meetings and team activities. We started 2025 by focusing on successful communication throughout Q1, a topic we covered in a prior blog post. In Q3 2025, we chose to work on specific areas from our patient experience survey that are often rated low in our clinics including office cleanliness, wait times, and timely return of messages. For each of these topics, we placed importance on elements of each that impact patient perception and focused on what we could control. 
- [Partners in Healing: The Role of Family Advocacy in Care](https://theberylinstitute.org/product/partners-in-healing-the-role-of-family-advocacy-in-care/): 2pm ET / 1pm CT / 12pm MT / 11am PT - This webinar highlights the vital role of Family Advocates as key members of the interdisciplinary care team. Participants will learn how Family Advocates provide peer support, facilitate communication, and offer emotional guidance to families during hospital admissions. Presenters will explore operational elements such as funding models, defined scopes of practice, and strategies for effective team integration. A physician will share insights on how Family Advocates enhance patient- and family-centered care, followed by firsthand reflections from advocates illustrating their impact in strengthening relationships, supporting informed decision-making, and improving outcomes. Attend this webinar to discover how Family Advocates bring empathy and collaboration together to elevate the care experience.
- [Creating Human Connection through Artificial Intelligence](https://theberylinstitute.org/product/creating-human-connection-through-artificial-intelligence/): Explore how Mayo Clinic uses artificial intelligence (AI) to strengthen communication and empathy in healthcare. Learn how CoCo, a virtual assistant built on the Mayo Model of Communication, provides real-time advice, coaching and feedback to staff across a 1,000-member communication center. Join this webinar to discover how AI can be leveraged to improve efficiency while preserving empathy and human connection - offering scalable, evidence-based approaches to support compassionate care.
- [AI in Healthcare Experience: Reflections from a Physician](https://theberylinstitute.org/product/ai-in-healthcare-experience-reflections-from-a-physician/): Dr. Jamie Colbert, a hospitalist at Mass General Brigham and Chief Medical Officer of Commure, joins the podcast to discuss how ambient AI is reshaping clinician presence, wellbeing, and patient trust—and what healthcare leaders must do to ensure AI enhances the human experience.
- [Transforming Patient Care: Expanding Equitable Language Access with AI Across Every Touchpoint](https://theberylinstitute.org/product/expanding-equitable-language-access-across-every-patient-touchpoint/): This session explores a holistic approach to language access, combining human interpretation with secure tools like Pocketalk to bridge communication gaps across the entire patient journey. Attendees will learn where current systems fall short and how leading health systems are integrating technology to extend language access beyond clinical conversations. The discussion will outline key considerations: privacy, accuracy, and usability for adopting translation solutions that uphold both compliance and compassion, ensuring every interaction supports safe, equitable, and human-centered care.
- [Navigating the Journey: Mapping the Highs and Lows of Experience](https://theberylinstitute.org/product/navigating-the-journey-mapping-the-highs-and-lows-of-experience/): At St. Jude Children's Research Hospital, patient journey mapping helps teams see care through the eyes of patients and families, revealing gaps, reducing anxiety, and turning insight into meaningful improvement.
- [When Integration Tightens Too Much: Patient Experience with Physician Communication and Overall Hospital Ratings in U.S. Acute Care Hospitals](https://theberylinstitute.org/product/when-integration-tightens-too-much-patient-experience-with-physician-communication-and-overall-hospital-ratings-in-u-s-acute-care-hospitals/): This grant-funded research report from The University of Texas Health Center at Houston offers the first national evidence on how physician–hospital integration models influence patient experience—especially during the COVID-19 pandemic. Analyzing six national datasets from 2019 and 2022, the study finds that tightly integrated models were associated with lower patient ratings and less resilience in crisis, while more flexible approaches better sustained communication and overall experience.
- [Physician Empathy: Improving Patient Experience through Listening and Understanding](https://theberylinstitute.org/product/physician-empathy-improving-patient-experience-through-listening-and-understanding/): By Jackie-Meyers Thompson
- [The Happiness Advantage: Reenergizing Healthcare Teams to Improve Patient Experience](https://theberylinstitute.org/product/the-happiness-advantage-reenergizing-healthcare-teams-to-improve-patient-experience/): In this Learning Bite, Jenn Wells shares how Hancock Health follows the principles from the book The Happiness Advantage to reenergize exhausted teams. Grounded in practical, healthcare-specific examples, this session explores simple mindset shifts leaders can use to build resilience, rekindle joy at work, and create a culture where caring for patients begins with caring for those who serve them.
- [PX Pulse: The Price of Care and the Promise of AI – December 2025](https://theberylinstitute.org/product/px-pulse-the-price-of-care-and-the-promise-of-ai-december-2025/): The latest PX Pulse report shows that Americans are increasingly concerned about the cost of care and access challenges, with nearly 70% reporting difficulty getting needed services. While overall experience ratings continue to rise, cost pressures and long wait times remain major barriers. Trust in AI is growing slowly, though most people still prefer limited AI involvement in their care.
- [Reflections on White Paper: Defining and Advancing the Use of AI in Healthcare Experience](https://theberylinstitute.org/product/advancing-ai-in-healthcare-insights-from-the-beryl-institute/): Over the past decade, I have focused my career on optimizing our care delivery system. Progress has been slow, but the tide is finally shifting. AI technology is positively impacting how providers interact with patients.
- [From Myths to Truths: Reframing Physician Perceptions of Patient Experience](https://theberylinstitute.org/product/from-myths-to-truths-reframing-physician-perceptions-of-patient-experience/): This publication takes an honest and evidence-based look at some of the most common misunderstandings that can prevent clinicians from fully engaging in patient experience efforts—and, in turn, from realizing the positive impact these practices have on quality, safety, and outcomes.
- [The Triad That Defines High-Quality Care: Quality, Safety, and Patient Experience](https://theberylinstitute.org/product/the-triad-that-defines-high-quality-care-quality-safety-and-patient-experience/): About the Essential Hospitals Workgroup of the Community Council
- [Inclusive Perspectives: Diversifying Patient and Family Advisory Councils](https://theberylinstitute.org/product/inclusive-perspectives-diversifying-patient-and-family-advisory-councils/): Understanding that diversity and inclusivity within Patient and Family Advisory Councils (PFACs) are crucial for addressing the evolving needs of the community, Inova redesigned its advisor recruitment and engagement strategy. Initially met with resistance from some long-term PFAC advisors, Inova's new approaches—including the introduction of term limits, revamped recruitment efforts, enhanced cross-generational digital presence, and the formation of specialized councils (such as Spanish-language, Gender Diverse, and Emeritus PFACs)—have successfully revitalized participation. In this session, join us to explore Inova's ongoing efforts to advance diversity, equity, and inclusion within its PFAC community and learn about actionable strategies that can be implemented in your organization.
- [Co-Designing a Patient-Facing Version of a Mental Healthcare Pathway for People Receiving Dialysis](https://theberylinstitute.org/product/co-designing-a-patient-facing-version-of-a-mental-healthcare-pathway-for-people-receiving-dialysis/): A Community Advisory Committee comprised of nine members with lived experience of kidney failure, identified the need for a patient-facing version of a mental healthcare pathway for people receiving dialysis in Alberta, Canada. Recognizing that healthcare tools to support person-centred care practices should be available in lay language, our team (comprised of Community Advisors and healthcare clinicians and researchers) co-designed a patient-facing pathway: “Your Journey: Coping with and Adjusting to Dialysis.” The Provincial Pathways Unit provided a template for the pathway, and the content was adapted through multiple online and in-person meetings with the Community Advisors. Adaptations were informed by Community Advisors’ insights, and guided by principles of health literacy and centredness. We wrote this paper together to showcase how we worked in partnership, collaborating as a team to co-design a patient-facing version of a mental healthcare pathway for people receiving dialysis. We highlight our co-design, the processes we followed, reflections from our team members, and lessons learned regarding the language used in patient-facing tools, the value of in-person versus online meetings, and the potential barriers to co-design. Our innovative collaboration provided a solution to create a pathway as a comprehensible and accessible tool to those most impacted: people receiving life-saving dialysis who are also experiencing mental health concerns.
- [Leading through Partnership: Development of a Hospital Wide Family Centered Care Collaborative](https://theberylinstitute.org/product/leading-through-partnership-development-of-a-hospital-wide-family-centered-care-collaborative/): Though it has been widely recognized that systematic patient and family engagement plays a critical role in strengthening the provision of family-centered pediatric healthcare, significant gaps in knowledge remain regarding how to develop and build a successful model of engagement. As a group of pediatric health care professionals invested in improving the patient and family-centered care provided by our children’s medical center, we saw the opportunity for family and organizational collaboration as a needed “first step” in model development. In this case study, we describe our institutional journey to build connections and resources though the development of a Family Centered Care Collaborative Summit. We review in detail the entire process we utilized leading up to the Collaborative Summit: the preparatory work of conceptualization, identifying partners, and leadership engagement, initial exploratory meetings, developing a needs assessment and analyzing the results, creating a collective vision and mission statement, and the organization of the Summit itself. We continue to grow as an organization towards systematic patient and family engagement. Though we are still early in our programmatic experience, we share our process for the consideration of other centers seeking to make institutional change and looking for models of how to begin.
- [Virtual Nurse Discharge: Improving Patient and Nurse Experience](https://theberylinstitute.org/product/virtual-nurse-discharge-improving-patient-and-nurse-experience/): This case study reviews the virtual discharge nurse (VDN) process and its impact on patient experience and nursing workflow as an exemplar of an effective telehealth innovation at a community hospital 23-bed Short Stay Unit (SSU). At the SSU, the daily turnover rate of more than 50% of the unit census challenged the nurses’ ability to provide comprehensive individualized discharge education. SSU patient experience scores measured by the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) reflected opportunities to improve the discharge process. Therefore, the direct care nurses on SSU suggested a trial innovation of a VDN to improve patient care and streamline workflow. The team designed a VDN process to provide the patient and their caregiver with an individualized discharge plan with personalized education without numerous patient care interruptions. The goals were to improve patients’ discharge process experience and nurses’ perceptions of SSU efficiency and workflow stress. Quality improvement discharge experience phone calls (n = 192) were used to evaluate differences between in-person and virtual discharge patient experiences. While traditional in-person discharge provided some benefits overall, VDN is an effective method of discharge education that improves patients’ understanding of their medications and positively impacts nurses’ perceptions of work stress.
- [Triad: A Novel Team Structure Pilot and its Impact on Patient Experience in the Pediatric Emergency Department](https://theberylinstitute.org/product/triad-a-novel-team-structure-pilot-and-its-impact-on-patient-experience-in-the-pediatric-emergency-department/): Introduction: Patient experience is inextricably tied to effective communication between the care team and patient. Published trials designed to improve communication and therefore patient experience in the pediatric emergency department setting are lacking. Methods: This is a novel care team reorganization in a single tertiary care pediatric emergency department. A Triad team consisted of a nurse, emergency technician (Tech), and physician or advanced practice practitioner (APP). The team was designed and trained with an emphasis on closed loop communication with the team and patient to test whether improving effective communication can subsequently improve the patient experience. Using a real-time survey, patient responses were compared among three groups: Pre-Intervention, Triad, and Non-Triad intervention. Results: Triad team survey responses were generally as good as or better than comparison Triad survey groups, especially on questions related to care team communication. Responses were found to be statistically significant (p < .05) for two questions: ``How long ED care may take'' and ``Updates on delays in treatment''. The Triad survey was also compared to the standard institutional patient experience survey. Patients and families scored their experience much lower on these as compared to all Triad surveys. Conclusions: Reorganizing our teams had a clear impact on certain experience metrics and may serve as a basis for future efforts to improve patient experience through care team reorganization. It also highlighted the challenges of deviating from our ED's standard team configuration.
- [Empowering Frontline Staff in Service Recovery](https://theberylinstitute.org/product/empowering-frontline-staff-in-service-recovery/): Objective: This study aimed to develop and implement a standardized service recovery training program within the VA healthcare system to enhance patient experiences and address grievances effectively. The purpose of the training was to equip VA employees with the necessary skills and knowledge to resolve service issues promptly and empathetically, adhering to the principles of the VA’s SALUTE model for service recovery. Method: The training program was designed based on feedback from anonymous pre-surveys to identify knowledge gaps and incorporate industry best practices. The VA’s SALUTE model, which emphasizes six key actions—saying hello, apologizing, listening, understanding, taking action, and expressing gratitude—served as the framework for the training. A two-month pilot program was conducted with 41 staff members who volunteered to participate in twice-weekly Microsoft Teams training sessions. Each session was 30 minutes, including 20 minutes of content delivery followed by a 10-minute Q&A segment. Participant feedback was collected using an anonymous post-survey and analyzed continuously to refine and adjust the training content. Results: The standardized service recovery training demonstrated positive outcomes, with participants reporting increased confidence and empowerment in handling service issues effectively. The training facilitated a culture of accountability and empowerment among participants, enhancing their ability to provide exceptional customer experiences. The program reinforced the VA’s commitment to excellence in patient experience and service delivery by adhering to the SALUTE model. The iterative feedback process ensured the training remained relevant and impactful, addressing the evolving needs and challenges of the staff.
- [A Case Report on Meeting the Spiritual Need of Intubated Conscious Patient](https://theberylinstitute.org/product/a-case-report-on-meeting-the-spiritual-need-of-intubated-conscious-patient/): Nurses are showing more interest in including spiritual health to prevent and treat illnesses. For patients who can speak may ask for their spiritual need to the health care provider. But for intubated patients it.s difficult to express such needs. Most of the time caregivers focus on the physical parameters only for intubated patients. Apart from physical symptoms these patients also experience a variety of bio-psycho-socio-spiritual sensations. Research has shown that spiritual therapies can reduce distress, assist in preparing the patient for end-of life care, and enhance overall wellbeing along with improving their quality of life. The purpose of this study is to provide ground work for implementing policy in critical care unit towards religious and spiritual interventions in nursing care to promote mental, physical, and spiritual health of conscious intubated patients. In a surgical ICU, a case study was carried out on a 67 years critically ill patient on a continuous mechanical ventilation with GCS 10T, having no cognitive impairment. Although she responded negatively to all physical care, she responded fairly well to spiritual care. In order to determine the patient’s basic spiritual needs, yes-or-no questions were asked. The patient was asked whether she had anything further to say. This project offered a platform for creating a person-centred communication board in future that would cover the religious and spiritual demands of intubated patients. The activities and communication that professionals had with intubated patient using the participatory design indicate necessity to cater religious and spiritual needs to promote overall wellbeing.
- [A systematic review of the literature on the validity, reliability, and utility of the NHS Friends and Family Test as a method for gathering feedback on and improving the experiences of patients](https://theberylinstitute.org/product/a-systematic-review-of-the-literature-on-the-validity-reliability-and-utility-of-the-nhs-friends-and-family-test-as-a-method-for-gathering-feedback-on-and-improving-the-experiences-of-patients/): The NHS Friends and Family Test (FFT) is widely used across the National Health Service to collect patient feedback on care experiences. Given its scale and cost, there is strong public and organisational interest in the validity, reliability, and utility of the FFT. This study aimed to systematically review the literature on the validity, reliability, and utility of the FFT as a method for gathering feedback on and improving patient experiences. PubMed and ProQuest databases were searched in September 2024. Studies were included if they met the inclusion criteria. Information extracted included study information (e.g., title, authors, publication year, research objectives, country), inclusion/ exclusion criteria (e.g., study design, population, concept, context) and evidence on validity, reliability, and utility. Quality appraisal was conducted using the Mixed Methods Appraisal Tool. Out of 33 articles screened, fifteen studies were identified for inclusion. Twelve studies provided evidence on the validity of the FFT, mainly showing limited associations between FFT scores and other quality indicators. Twelve studies explored utility, with mixed findings: positive responses motivated staff but offered limited value for quality improvement. Reliability was underexplored, addressed in only two studies. The limited and inconsistent evidence base raises concerns about the FFT’s effectiveness in supporting quality improvement and prompts questions about the robustness of existing findings.
- [Reliability and Validity of a Modified Version of the Consumer Assessment of Healthcare Providers and Systems (CAHPS®) Clinician and Group Visit Survey 4.0 (beta) for Ambulatory Behavioral Health Care](https://theberylinstitute.org/product/reliability-and-validity-of-a-modified-version-of-the-consumer-assessment-of-healthcare-providers-and-systems-cahps-clinician-and-group-visit-survey-4-0-beta-for-ambulatory-behavioral-health/): Patient experience is a fundamental indicator of healthcare quality. A patient experience survey that assesses telemedicine and in-person ambulatory behavioral health care is needed. This study aims to adapt the CAHPS Clinician and Group Visit Survey 4.0 (beta) to assess adult patient experience with ambulatory behavioral health services and its reliability and validity. Seven behavioral health subject matter experts (psychiatrists, therapists with master’s degrees, and primary care physicians) at an integrated delivery system aligned with an academic institution provided input to select a subset of items and make minor wording adjustments to the CAHPS survey. The adapted survey was administered to 504 adults receiving ambulatory care in a primary care-based behavioral integrated care model. Internal consistency reliability (item-total correlations corrected for item overlap with scale) was 0.49 (0.46) for a 2-item video scale, 0.90 (0.72–0.83) for a 4-item specialist communication scale, and 0.83 (0.84) for a 2-item staff scale. The communication scale had the largest correlation with the overall visit rating (r = 0.86), followed by the staff scale (r = 0.43) and an item about whether the visit started on time (r = 0.41). This study provides initial support for the reliability and construct validity of an adaptation of the CG-CAHPS 4.0 (beta) survey to assess behavioral health care. Providers of ambulatory behavioral healthcare can administer this survey to assess and improve patient experience.
- [Assessing patient satisfaction with the services provided under the National Health Insurance Scheme at the Outpatient Department of the Levy Mwanawasa University Teaching Hospital in Lusaka, Zambia.](https://theberylinstitute.org/product/assessing-patient-satisfaction-with-the-services-provided-under-the-national-health-insurance-scheme-at-the-outpatient-department-of-the-levy-mwanawasa-university-teaching-hospital-in-lusaka-zambia/): The National Health Insurance Scheme (NHIS), introduced in Zambia in 2019 to enhance healthcare financing and service delivery, still faces challenges impacting patient satisfaction. This study assesses and investigates the factors influencing patient satisfaction with NHIS-provided services at a third-level tertiary public hospital. The study was conducted at the outpatient department (OPD) of Levy Mwanawasa University Teaching Hospital (LMUTH) in Lusaka, Zambia, deliberately chosen as one of the largest publicly financed tertiary referral hospitals and among the first NHIS-accredited facilities. A cross-sectional survey was conducted with 270 respondents using a modified SERVQUAL 5-point Likert scale questionnaire, whose reliability was assessed via Cronbach’s Alpha. Data were analysed using descriptive and inferential statistics, with mean satisfaction percentages calculated. The results showed that 83% of the respondents were satisfied with the NHIS-provided services and 17% were not. Education level, duration of NHIS enrollment, communication from the National Health Insurance Management Authority (NHIMA), drug availability, staff attitude, and waiting time were identified as significant factors. However, the key predictors of NHIS patient satisfaction identified were employment status (OR = 0.237, p = 0.030) and communication and feedback from NHIMA (OR = 2.922, p = 0.001). While these findings show a high NHIS satisfaction level similar to some studies conducted in Nigeria and Ghana, future research should explore the long-term effects and satisfaction levels, including the accessibility and affordability of NHIS services across various demographic groups and regions within Zambia.
- [Using Patient Experience Data with IMPACT: A Framework for Healthcare Improvement](https://theberylinstitute.org/product/using-patient-experience-data-with-impact-a-framework-for-healthcare-improvement/): Background: Despite major investment in patient experience measurement, healthcare organizations often struggle to translate patient feedback into lasting improvements. Existing knowledge translation frameworks provide useful concepts, but often lack the practical detail or contextual relevance needed to improve patient experiences. Objective: To develop and present the IMPACT Framework, an evidence-informed approach designed to bridge the gap between patient experience measurement and meaningful improvement in healthcare. Methods: This framework was informed by a systematic review of patient experience measurement and analysis of barriers to feedback use. Findings from contemporary patient experience research were combined with key principles of knowledge translation, change management, innovation, and service design. Results: The IMPACT Framework consists of six iterative phases: Identify (review and analysis of patient experience data), Measure (co-design of solutions), Partner (collaborative solution development), Action (adaptive implementation), Check (evaluation), and Transform (scaling and sustainability). Each phase provides clear guidance while allowing flexibility for use across diverse healthcare contexts. Conclusion: IMPACT offers healthcare organizations a practical guide for embedding patient feedback into continuous quality improvement. By positioning patients, families, and staff as partners in improvement, the IMPACT framework reframes patient experience measurement from a compliance exercise into a driver of person-centred care.
- [Enhancing System-Level Quality Improvement through Patient-Inclusive Teamwork: A Review](https://theberylinstitute.org/product/enhancing-system-level-quality-improvement-through-patient-inclusive-teamwork-a-review/): Engaging patients in quality improvement (QI) initiatives offers significant advantages, including increased patient satisfaction, improved outcomes, and the integration of creative insights from patient perspectives. This review synthesizes findings from 14 peer-reviewed articles retrieved from PubMed and Google Scholar, focusing on patient-inclusive teamwork in healthcare settings. Despite the recognized benefits, patient involvement remains limited due to cultural and professional barriers, logistical challenges, and the need for structured training programs. The review contrasts conventional provider-centered approaches with patient-centered models, emphasizing the importance of policy reform, organizational culture change, and supportive training to enhance patient engagement. Traditional QI strategies often overlook patient input, which can lead to dissatisfaction and misalignment with patient needs. Conversely, patient-centered strategies foster greater satisfaction, treatment adherence, and innovation. However, successful implementation requires overcoming systemic obstacles through cultural transformation, skill development, and logistical support. The literature underscores that technology, organizational readiness, and policy frameworks play a pivotal role in enabling meaningful patient participation. The findings highlight the need for an integrated quality improvement approach that prioritizes patient collaboration. Future recommendations include implementing digital literacy initiatives and cultural competency training to ensure inclusive, effective, and sustainable patient engagement in healthcare improvement efforts.
- [Understanding Patient Experience Through Narrative Complaint Analysis: A Mixed Methods Study in a Rural Academic Health System](https://theberylinstitute.org/product/understanding-patient-experience-through-narrative-complaint-analysis-a-mixed-methods-study-in-a-rural-academic-health-system/): Patient Experience (PX) is recognized as an independent dimension in assessing healthcare quality and is associated with the quality domain of patient-centeredness. A better understanding of PX can help clinical providers enhance care, guide further research, and inform quality improvement and policies. Our study aims to identify, classify, and prioritize patients’ complaints and grievances at a rural health care system to inform strategic improvement planning. We conducted standard inductive qualitative thematic analysis and quantitative Pareto analyses of narrative comments received from patients and families via phone calls, emails, or standard letters at the four settings under study (one major academic medical center and three smaller ambulatory care centers) from January 2021 to April 2022. Our analysis of a total of 3,257 patients’ feedback on their care experience identified five themes and 23 sub-themes with 4,747 code counts. We found that the top three complaints from patients and their families were lack of response or communication from office staff; not being treated with respect causing adverse feelings; and patients not receiving right or proper treatment and care. Additionally, patients faced issues with timely scheduling of appointments and referrals, as well as not being provided complete information or explanations throughout their care journey. This study provides an approach for understanding the factors that impact patient experience in the health system we studied. This work prompted subsequent strategic initiatives to redesign Patient Relations processes and empower front line service recovery at two of the largest hospitals in the health system.
- [Patient Experience Second Opinion: Expanded Telemed Simulation Broadens Inquiry of Health Care Provider Verbal and Nonverbal Communication Issues](https://theberylinstitute.org/product/patient-experience-second-opinion-expanded-telemed-simulation-broadens-inquiry-of-health-care-provider-verbal-and-nonverbal-communication-issues/): In the quest to improve patient experience and health outcomes, the impact of provider consultation generally earns serious consideration. This study recruited a richly diverse pool of participants to examine how patient demographics and psychographics during a telemedicine consultation simulation impact the perceptions of the provider that contribute to patient satisfaction. Further, this study relies on a between-subject experimental design to investigate how “provider” verbal and nonverbal communication and demographics in addition to patient demographics and psychographics impact patient perceptions and outcomes of the simulated telemedicine experience. Results inform how healthcare provider verbal and nonverbal communication might be improved through training on both the full process of consultative communication and specific skills that contribute to ultimate improvement of patient experience.
- [Communicating Effectively when Engaging People with Lived Experience in Mental Health and Substance use Health Research: A Qualitative Descriptive Study](https://theberylinstitute.org/product/communicating-effectively-when-engaging-people-with-lived-experience-in-mental-health-and-substance-use-health-research-a-qualitative-descriptive-study/): Background. People with lived experience of mental health and/or substance use challenges and families (PWLE/F) are increasingly engaged in research, providing positive impacts. However, effective engagement can be challenging, including ensuring effective communication. This qualitative study sought to understand the communication preferences of PWLE/F who are engaged in mental health and substance use health research. Method. A total of 18 participants (aged 19 to 79) took part in one of four focus group discussions. A semi-structured interview guide was used to facilitate the discussions. Focus group transcripts were analyzed using codebook thematic analysis. PWLE/F were engaged in all stages of the study in the form of a PWLE/F Advisory Group. Results. Four themes were generated from the data: 1) Communicate in trusting and respectful ways, 2) Use an accessible communication style, 3) Employ effective communication approaches before, during, and after meetings, and 4) Use technology effectively to support engagement. Each theme is illustrated by several subthemes and representative quotes. Conclusions. Clear communication can help support strong engagement practices, where everyone involved has the opportunity to contribute. Friendly, accessible, jargon-free communication can help people with lived experience and families feel authentically engaged, but departs from typical scientific communication styles and may require specific effort for some groups to achieve. Communication should be continuous, throughout the engagement cycle. Technology can be used to help support this. Attending to clear communication throughout the research and engagement lifecycle is a key consideration that can help achieve an authentic PWLE/F engagement climate.
- [Impact of Non-Pharmacological Interventions on Patient Experience, Opioid Use, and Healthcare Utilization in Adult Cardiac Surgery Patients: A Randomized Controlled Mixed Methods Trial](https://theberylinstitute.org/product/impact-of-non-pharmacological-interventions-on-patient-experience-opioid-use-and-healthcare-utilization-in-adult-cardiac-surgery-patients-a-randomized-controlled-mixed-methods-trial/): Non-pharmacological techniques designed to reduce anxiety, pain, and healthcare utilization have shown effectiveness in pediatric and non-surgical adult populations; however, their application has not been widely evaluated among adult surgical patients. This study randomized opioid-naive adults undergoing first-time, elective cardiac surgery to receive either targeted interventions from a trained “comfort coach” or usual care. The primary outcome assessed was healthcare utilization, specifically measured as the number of days at home within the first 30 days post-surgery. Secondary outcomes included postoperative opioid use and patient-reported outcomes, collected via validated surveys. Additionally, 50 participants in the intervention group completed semi-structured qualitative interviews to explore their experience and acceptability of the intervention. Among the 160 randomized subjects (COACH: n = 77; USUAL CARE: n = 79), three did not undergo surgery and one was excluded for dementia, leaving 156 participants with a mean age of 63 years, 33% of whom were female. The primary outcome was not statistically different between groups, with the COACH group averaging 22.8 ± 4.4 days at home and the USUAL CARE group 22.0 ± 4.5 days (p = 0.26). Both groups exhibited similar decreases in anxiety and depression from preoperative clinic to 90-days postoperatively, and discharge pain scores averaged below 3/10. Notably, opioid prescriptions were larger than patient-reported consumption (p < 0.001). Qualitative analysis revealed the comfort coach intervention was highly valued, with participants identifying positive themes regarding the role and impact of the coach. These findings suggest that a comfort coach is a valued, novel healthcare role for cardiac surgery patients, and further research should prioritize comprehensive patient-reported outcomes.
- [Perceived Social Support and Its Associated Factors in Patients Undergoing Hemodialysis: A Cross-Sectional Study](https://theberylinstitute.org/product/perceived-social-support-and-its-associated-factors-in-patients-undergoing-hemodialysis-a-cross-sectional-study/): Introduction: Hemodialysis is a vital, lifelong therapy for patients with end-stage kidney disease. Due to various physiological and psychosocial challenges, it is often perceived as traumatic. Social support is recognized as an essential coping strategy for managing chronic illnesses, including advanced kidney failure. This study aimed to assess perceived social support and its related factors among patients undergoing hemodialysis. Methods: This analytical cross-sectional study was conducted from November 2024 to February 2025 at two major hemodialysis centers in Kermanshah, a city in western Iran. A total of 230 patients were selected through convenience sampling based on predefined criteria. Data were collected using a demographic questionnaire and the Multidimensional Scale of Perceived Social Support and analyzed using SPSS version 24 with descriptive and analytical statistics. Results: Most patients (68.7%) reported moderate levels of social support. Family members 23.87 (6.68) and significant others 23.68 (6.67) were identified as the primary sources of support, while friends 8.46 (8.29) provided the least. Significant associations were observed between perceived social support and education level, marital status, and monthly income (p < 0.05). Conclusion: Family members and significant others are the main sources of support for patients undergoing hemodialysis. Healthcare providers should strengthen family support systems and develop interventions to enhance social support. Psychosocial strategies such as support groups, counseling, and family empowerment programs can effectively contribute to achieving this goal.
- [Correlation between Resident Physician and Patient Perceptions of Empathy in the Emergency Department](https://theberylinstitute.org/product/correlation-between-resident-physician-and-patient-perceptions-of-empathy-in-the-emergency-department/): Background: Empathy is essential for emergency medicine physicians, impacting patient outcomes and experiences, especially in the fast-paced emergency department (ED). However, empathy often declines during medical training, negatively affecting care. Little is known about how emergency medicine trainees perceive their empathy compared to their patients. Objective: This study aimed to explore the correlation between patient perceptions of resident physician empathy and residents’ self-perceptions during ED visits. Methods: This was a prospective observational study was conducted at a Level 1 Trauma and Tertiary Care Center in the south-central U.S., using the Consultation and Relational Empathy (CARE) Measure. At patient disposition, ED patients rated their resident physician’s empathy, followed by residents rating their own empathy delivery. Ratings were categorized as high (>81%) or low (≤80%) empathy providers. The primary outcome was the correlation between patient and resident empathy ratings; secondary outcomes examined the effects of age, sex, and race. Results: Residents rated themselves as high empathy providers 32.6% of the time, while patients rated their residents as high empathy providers 68.5% of the time. Only 6% of interactions involved residents rating themselves as high empathy providers when patients did not. Older patients rated residents as low empathy providers slightly more often than younger patients. Differences in race and gender did not significantly impact empathy ratings. Conclusion: Our findings reveal a significant gap between resident physicians’ self-assessments of empathy and patients’ assessments, with residents often rating themselves lower than their patients did, highlighting a disconnect in self-perception among emergency medicine trainees.
- [Patients’ experiences of triage and waiting in emergency departments: A cross-sectional survey](https://theberylinstitute.org/product/patients-experiences-of-triage-and-waiting-in-emergency-departments-a-cross-sectional-survey/): Objective: Patient experience is a core aspect of care quality. Patient experiences of emergency departments (EDs) have been examined, but there has been less focus on ED triage and waiting areas, often patients’ initial point of contact with a health service. This study aimed to understand patients’ experiences of ED triage and waiting room. Methods: A cross-sectional survey was conducted across five Australian EDs to understand experiences of patients 14 years and over before, during and after triage. Quantitative data were analysed descriptively and explored for correlations. Qualitative responses for suggested improvements were analysed using a conventional content analysis approach. Results: A total of 225 respondents completed the survey and reported they were generally satisfied with their triage and waiting room experience. Key areas for improvement were identified. Wait time information was reported to be provided to 24.3% of patients, and pain relief to 52.7% of those who desired it. Following triage respondents reported spending a median time of 60 minutes in the waiting room. Satisfaction with waiting was negatively correlated with increasing wait time (p < 0.001). Suggestions for improvements reflected a need for better staffing, facilities, and processes to support ED efficiencies and care needs while waiting. Conclusions: Wait time was a key influence on reported patient experience. Recommended measures to support the provision of information, comfort and person-centred care while waiting could help to improve this experience.
- [Narrative Medicine Skills for End-of-Life and Palliative Care: A Personal Story](https://theberylinstitute.org/product/narrative-medicine-skills-for-end-of-life-and-palliative-care-a-personal-story/): This paper looks at the potential of applying the skills of narrative medicine to end-of-life and palliative care as a means of enabling its spiritual and existential dimensions often overlooked in clinical practice. It tells the story of a family navigating the complex problem of managing the ending of a beloved mother’s life. It reflects on how the World Medical Association’s 2022 list of essential elements of care may be enacted. Amidst the dominant daily physical regime of medication and physical care, it captures the rare, unscripted moments of meaning and purpose of a lived life. It shows why these were the moments that ought to have dominated. But there were no learned skills to match those of clinical care, no script for professional or personal carers to elicit more of those moments. Both the presence of those unscripted moments and the absence of skill to elicit more speak to what the Lancet Commissioners declared in 2022 as the need for Western cultures to recognise the value of death by restoring the “spiritual or relational” to the process. Re-learning the language and concepts – that lost cultural literacy - is, this paper argues, essential to enabling a much improved ending of life. The field of Narrative Medicine offers a conceptual and practical framework for such learning by clinicians and non-clinicians alike.
- [The Hand We Hold: Reflections on Empathetic Practice in Medicine](https://theberylinstitute.org/product/the-hand-we-hold-reflections-on-empathetic-practice-in-medicine/): In this narrative, I reflect on an early clinical encounter that reshaped my understanding of what it means to provide patient-centered care. As a medical student, I entered the exam room with a preset algorithm of what to say and how to act. Yet, when faced with a patient whose suffering could not be measured or addressed by any checklist, I realized the limitations of my scripted approach. I began to understand that some of the most meaningful contributions we offer in healthcare come not from solutions, but from presence. This experience helped me see that patient partnership is not always about offering answers. Sometimes, it is about creating space to be heard and acknowledged. In a field often driven by outcomes and efficiency, this moment reminded me that healing also depends on connection. I offer this story to encourage clinicians and trainees to recognize empathy and cultural humility as essential to care, and to support healthcare systems in making room to embody these values in daily practice.
- [Changing Myths into Truths: Dispelling Physician Misconceptions on Patient Experience](https://theberylinstitute.org/product/changing-myths-into-truths-dispelling-physician-misconceptions-on-patient-experience/): Patient experience work can be viewed by some physicians as outside their scope of practice and therefore the responsibility of non-medical providers. Assumptions may also be made by providers about what patient experience work is and is not. These myths can make it difficult to pursue meaningful patient experience related work that is in fact rooted in evidence showing improved outcomes. Moreover, these myths can downplay the importance of patient experience improvement work discouraging physicians who may be interested from pursuing it. In order to combat common myths that can be propagated about patient experience, the authors will cite research to dispel commonly held beliefs and instead convert them into truths that demonstrate patient experience work truly is essential to healthcare organizations and should be pursued by clinicians as part of their non-clinical work.
- [Beyond the Numbers: Elevating Meaning through Metrics in Patient Experience](https://theberylinstitute.org/product/beyond-the-numbers-elevating-meaning-through-metrics-in-patient-experience/): This commentary submitted by Patient Experience Journal (PXJ) Associate Editor begins with a simple observation: sometimes, in our effort to measure everything, we miss what’s right in front of us. We look up at the data but fail to notice the larger shape taking form above it, something tall, quiet, and graceful that changes how we see the landscape. Patient experience work demands that we hold both the precision of metrics and the wonder of narrative to truly understand of patients’ experiences of care. Numbers tell us how we are performing and stories remind us why it matters. When we bring the two into focus, we begin to see the patterns that make transformative patient experiences possible.
- [We Are Not THERE Yet! Why the Journey for Experience Excellence Must Persist](https://theberylinstitute.org/product/we-are-not-there-yet-why-the-journey-for-experience-excellence-must-persist/): I am concerned, that many in healthcare think they have gotten to a “THERE” in experience excellence. That the survey scores they received are good enough, that the outcomes they are achieving reflect what they sought to accomplish. And with this in the face of today’s tumultuous healthcare landscape, decisions are being made to sustain efforts at best and in more cases now to reduce investment with the belief that things are ok. Now is NOT the time to cut short our efforts for experience excellence, or to believe there is a “there” to which we have arrived. It must be a journey of purpose, driven by an unwavering commitment to how each of our healthcare organizations chooses to show up each day, through its culture and the people that deliver on its promise. Now is not the time to believe we’ve made it. This may seem like an interesting declaration from someone who fought for these ideas in my own days in healthcare leadership and then turned to try and expand this conversation globally for the last 15 years. I can say even with all that we have done together, through the experience community and beyond, there is still much more to do. Are we in a better place then we have ever been on the experience journey? Yes, we are. And at the same time new people and organizations are discovering this work for the first time in places all around the world or bringing innovations and ideas to the fore that will only help us care for one another a little better each day. So, this may be the tension I hope we can all hold in suggesting “We are NOT there yet!”. For as much as we have done to succeed, there is so much more to learn and give.
- [Assessing the Need for a Digital Pre-Visit Tool to Enhance Prenatal Care Preparedness and Satisfaction](https://theberylinstitute.org/product/assessing-the-need-for-a-digital-pre-visit-tool-to-enhance-prenatal-care-preparedness-and-satisfaction/): A new mixed-methods study shows that preparedness—not parity or other factors—is the strongest predictor of a positive prenatal care experience. Patients already turn to digital resources to prepare, suggesting a promising path for clinics to offer targeted pre-visit tools, especially for first-time moms.
- [Embracing Change: From Equity and Inclusion to Access and Belonging](https://theberylinstitute.org/product/embracing-change-from-equity-and-inclusion-to-access-and-belonging/): Names matter. They shape perceptions, set the tone for our work, and reflect our values and intentions. The Beryl Institute’s  Declaration for Human Experience invites members to set a clear and on-going commitment to dismantle systemic racism and prejudice, tackle disparities, and provide the highest-quality, most equitable care possible. In response to recent developments in the wider social and political environment, our council has been renamed from "Equity and Inclusion" to "Access and Belonging.”
- [Making Volunteer Data Meaningful: Driving Patient Experience Outcomes](https://theberylinstitute.org/product/making-volunteer-data-meaningful-driving-patient-experience-outcomes/): Volunteers play a crucial role in the patient experience, but their impact can remain unseen without the right data. In this PXLB, Roseanna Galindo shares how a simple data strategy can transform volunteer efforts from anecdotal support into measurable, strategic value. She offers quick, practical steps to start small, track what matters, and ensure volunteer contributions are recognized and amplified.
- [PFAC Series – Webinar/Panel: Sustaining & Growing a PFAC](https://theberylinstitute.org/product/pfac-series-webinar-panel-sustaining-growing-a-pfac/): Explore approaches to keep your PFAC thriving over time, expand its influence, and ensure it remains a vital voice in shaping care experiences.
- [At the Ready! An Innovative Volunteer Float Pool and Its Positive Ripple Effects](https://theberylinstitute.org/product/at-the-ready-an-innovative-volunteer-float-pool-and-its-positive-ripple-effects/): Have you ever faced an urgent request from a colleague, knowing the perfect volunteer to fill their request but unsure if they are onboarded, trained, and available? This session will explore the creation and implementation of the "At the Ready!" volunteer float pool at Mount Sinai Hospital, highlighting its transformative impact on our response to hospital needs. We’ll share effective tools for recruiting, tracking, training, and deploying volunteers quickly and efficiently. Additionally, we’ll present our proven volunteer management plans that can be adapted to handle unforeseen circumstances in healthcare settings. While we may not know what challenges lie ahead, preparing for the unknown is essential for every Volunteer Manager's playbook.
- [Breaking Barriers: Strategies for Effective Language Access in Healthcare](https://theberylinstitute.org/product/breaking-barriers-strategies-for-effective-language-access-in-healthcare/): Language access is a vital component of ensuring equitable, safe, and high-quality care for all patients. This panel discussion will explore how health systems are approaching language services from compliance and interpreter models to frontline staff engagement. Panelists will share lessons learned, strategies for training and empowering staff, and approaches for measuring the true impact of language access efforts. Participants will gain practical insights to strengthen communication, enhance patient trust, and advance equity in care delivery.
- [Communication Solution: Stop (just) Training Doctors, Start Training Patients](https://theberylinstitute.org/product/communication-solution-stop-just-training-doctors-start-training-patients/): The Problem with Patient-Centered Care
- [Breaking Down Communication Barriers in Emergency Patient Experience](https://theberylinstitute.org/product/breaking-down-communication-barriers-in-emergency-patient-experience/): Complimentary - Emergency departments face unique challenges in delivering exceptional patient experiences. Unlike inpatient settings where time allows for relationship-building, the ER operates in a high-pressure, fast-paced environment where communication gaps directly impact clinical outcomes and patient satisfaction. This webinar explores the fundamental obstacles to effective ER communication and presents practical, technology-enabled solutions that are transforming emergency care delivery.
- [Leading with Kindness: A Conversation on Courage and Human Connection](https://theberylinstitute.org/product/leading-with-kindness-a-conversation-on-courage-and-human-connection/): In this episode of To Care Is Human, host Jason Wolf sits down with Anne Marie Hadley, Chief Experience Officer for New South Wales Health, to explore what it means to lead with courage, compassion, and authenticity. From her personal journey shaped by resilience and empathy to her groundbreaking work designing kindness into one of the world’s largest healthcare systems, Anne Marie shares how small acts of humanity can spark profound change. Her message is clear: be brave, be kind, and keep showing up.
- [Partnership, Collaboration, and Co-Production to Improve Patient Experience Beyond Conducting Surveys – Lessons from the Quebec Model, Canada Authors](https://theberylinstitute.org/product/partnership-collaboration-and-co-production-to-improve-patient-experience-beyond-conducting-surveys-lessons-from-the-quebec-model-canada-authors/): The objectives of this article are to present how, in the province of Quebec (Canada), healthcare and service partnerships have been implemented, to take stock of the current situation and to suggest ways to continue strengthening the model over the coming years, in Quebec and elsewhere in the world. Methods: Three methods were mobilized: (1) a review of the literature and reports published in recent years on implementations of partnerships in Quebec; (2) a survey sent to the persons responsible for partnerships in Quebec’s health and social services establishments; and (3) a working committee comprised of patient experts, partnership practitioners and researchers to develop recommendations to further consolidate The Patient Revolution that the province of Quebec is currently experiencing. Results: This Québec model, which has been under development since 2010, is based on the following principles: recognition of: (1) the experiential knowledge of individuals with health or psychosocial conditions who use the healthcare system; (2) the capacity of patients/service users to act as their own caregiver; (3) participation as full members of clinical or psychosocial teams, to complement the information needed to make informed decisions and achieve personal goals; and (4) the ability of individuals to make decisions for themselves, with the support of professionals and family members. The model has been implemented at various levels within the healthcare and social systems, as well as in education, training, and community health. There are also various levels of engagement, ranging from information provision to co-construction. However, in order to continue strengthening the model and support its consistent application throughout the health and social services network, recommendations have been made concerning the overall structure of partnership. Conclusions: The health care and service partnership model has proven to be highly adaptable for application in a variety of contexts. By recognizing the complementarity of scientific, professional, and experiential knowledge, the partnership model supports a levelling of power among stakeholders, both to address health issues as well as for setting priorities in the health system. It therefore offers a path to improving patient experience and outcomes.
- [“Psychosocial Dimensions of Living with Hep B: Notes from the Field The Lived Experience of a Mother Raising a Daughter with Hepatitis B”](https://theberylinstitute.org/product/psychosocial-dimensions-of-living-with-hep-b-notes-from-the-field-the-lived-experience-of-a-mother-raising-a-daughter-with-hepatitis-b/): What follows is based on the interweaving of three points of view each of which contributes to an understanding of the experience of living with Hepatitis B: (i) as the mother of a daughter who was diagnosed with HBV at 5 months and who still, at age 22, carries traces of the surface antigen in her blood; (ii) as a participant in the Hepatitis B Foundation’s (HBF) “Storytellers” program in which those impacted by the disease meet with others to share experiences and narrate a short video posted on the HBF website; and (iii) as a PhD research psychologist-turned-psychoanalyst interested in both conscious and unconscious beliefs, emotions and motives which float in and out of awareness and drive behavior. The intent of this paper is to describe 5 psychosocial dimensions for examining the stressful experience of those living with Hepatitis B: (i) Stigma/Shame; (ii) Anxiety; (iii) Guilt/Envy, (iv) Conflict with the Caretaker; and (v) Loss vs. Engagement. This framework is put forth for probing more deeply the nature of the psychosocial impact on those living with Hepatitis B.
- [My Husband Didn’t Have to Die: A Doctor Reflects on all that Went Wrong with Her Husband’s Care in One of the Nation’s Top Medical Centers](https://theberylinstitute.org/product/my-husband-didnt-have-to-die/): The outcomes of complex care are never predictable. Despite this, reflecting on my husband’s care and his untimely death, I am certain that his fate would have been different with better communication, attention to detail, collaboration, and measures of curiosity, humility, and compassion.
- [Holding space: An effective intervention for when hope wanes](https://theberylinstitute.org/product/holding-space-an-effective-intervention-for-when-hope-wanes/): Holding space is a person-centered, non-judgmental approach to working with clients. This approach goes beyond listening to client concerns; it entails deep listening and being present, developing trust with clients, and helping them connect goals with values. Within this brief account, the concept of holding space is described. What it is and is not is explained. Examples of holding space are woven throughout in order illustrate this concept. Finally, implications for professionals are provided.
- [The Art of Diagnosis: How to Actively Participate in Your Healthcare](https://theberylinstitute.org/product/the-art-of-diagnosis-how-to-actively-participate-in-your-healthcare/): Diagnosing illness is one of the most complex and error-prone aspects of healthcare, yet patients are rarely equipped with the knowledge or tools to engage in the process actively. This article demystifies diagnosis by explaining how doctors formulate differential diagnoses, the limitations of medical testing, and the cognitive and systemic factors that contribute to diagnostic errors. Drawing on real-world examples, the article highlights the crucial role of clear communication and collaborative decision-making between patients and clinicians. It offers practical, evidence-based strategies for patients to prepare for consultations, communicate their symptoms effectively, and ask key questions that promote accurate diagnosis. By empowering patients to participate more actively in their care, this article supports ongoing efforts in public health and medical safety aimed at reducing diagnostic errors and improving health outcomes.
- [Taking time and making space for patient and caregiver partners](https://theberylinstitute.org/product/taking-time-and-making-space-for-patient-and-caregiver-partners/): Patient and caregiver engagement is a paramount element to ensure the voice of lived experience is integrated and prioritized in research. However, what it looks like to actually participate in authentic patient and caregiver engagement can be challenging without understanding the experience of our patient and caregiver partners. I had the honour of interviewing a patient and caregiver partner who bestowed rich guidance about what it means to deliver excellent patient and caregiver engagement in research. Themes of the interview included taking time to collaborate, being mindful and giving gratitude, actively listening to partner voices, leading alongside patient and caregiver partners, and making space at the table for all perspectives. Takeaway messages include recognizing the patient and caregiver partners’ value as a whole person, and building genuine relationships. For researchers interested in engaging with patient and caregiver partners, the messages from this interview provide advice to guide future work to encourage sincere collaboration and share the ways in which research can be a meaningful experience for all members of the team.
- [From Fear to Hope: How Communication Transformed Our Pregnancy Journey A Personal Narrative on the Critical Role of Healthcare Communication in Patient Experience](https://theberylinstitute.org/product/from-fear-to-hope-how-communication-transformed-our-pregnancy-journey-a-personal-narrative-on-the-critical-role-of-healthcare-communication-in-patient-experience/): This article emphasises the transformative potential of compassionate healthcare communication, particularly in the context of pregnancy loss. This personal narrative illustrates how varying communication approaches can significantly alter patient experiences, transforming anxiety-laden medical encounters into empowering partnerships with healthcare providers. A ten-month journey through pregnancy after a devastating miscarriage revealed the profound impact of communication quality on both clinical outcomes and emotional healing. The narrative contrasts three distinct communication environments: dismissive administrative systems that induce unnecessary stress, insensitive support staff during vulnerable moments, and a physician whose empathetic approach fundamentally transforms the entire pregnancy experience. Through a detailed examination of these encounters, this study demonstrates how information sharing, coupled with empathetic communication, actively contributes to successful clinical outcomes and emotional recovery from medical trauma. This personal account captures how inadequate communication amplified fear and anxiety, while compassionate, patient-centred communication gradually rebuilt trust and hope in the patient. The narrative illustrates how effective communication during labour provided the emotional strength that supported physical endurance, contributing to a successful natural delivery. Through the lens of our pregnancy journey, this narrative reflects on the urgent need for healthcare systems to recognise communication as fundamental to effective treatment, advocating for treating patients as whole individuals and understanding that the difference between fear and hope in healthcare often lies in how clinical expertise is communicated.
- [Why we need a patient-centered innovation renaissance: a horizontal and vertical integration of knowledge to transform care pathways.](https://theberylinstitute.org/product/why-we-need-a-patient-centered-innovation-renaissance-a-horizontal-and-vertical-integration-of-knowledge-to-transform-care-pathways/): We are at a pivotal moment. The future of healthcare innovation can no longer be defined solely by technological advancement or institutional efficiency. While digital tools, therapies and platforms continue to evolve, they must be embedded within a broader transformation, one that places the human experience at the centre of how we design, deliver and evaluate care. This patient-centred renaissance calls for the integration of both horizontal and vertical forms of knowledge: connecting services across the care continuum. From the literature and our experience, an unexpected byproduct of co-production with patients in health innovation and care delivery is a reduction in complaints, litigation and a significant increase in treatment compliance. 19 This results in a reduction in misdiagnosis, 20 over investigation and treatment, giving a reduction in costs in the overall healthcare economy. Empowering patients as innovators is not a symbolic gesture. It is a practical imperative if we are to create pathways that are not only clinically effective but also meaningful and responsive. Fragmented systems that overwhelm or disorient must give way to cohesive and compassionate journeys, designed with and for the people they are meant to serve. This is a call to rethink not only what we innovate, but how and with whom. Let us commit to building systems that honour not just the science of healing, but the individuals we treat. In doing so, we move closer to a future where innovation and empathy are no longer treated as separate domains, but as interdependent pillars of truly transformative care.
- [“Those boxes do not hold me”: Using Narrative Health Experiences Research to Learn from Patients and Care Partners Beyond Surveys](https://theberylinstitute.org/product/those-boxes-do-not-hold-me-using-narrative-health-experiences-research-to-learn-from-patients-and-care-partners-beyond-surveys/): Stories are fundamental to how we understand individual beliefs and experiences, as well as collective mindsets and institutional practices. Volunteered narratives are abundant, especially on the interweb. We in the health experiences research community, however, are challenged to develop effective, equitable approaches to moving beyond surveys by hearing and responding to not just dominant voices, but also those whom research has historically ignored, silenced, or objectified. In this commentary, we describe one such approach: the Database of Individual Patient Experiences (DIPEx) methodology as adapted by the Health Experiences Research Network (HERN) for use in the U.S. context since 2015. We summarize HERN’s approach to moving the patient experience paradigm outside the boxes characteristic of survey design, and our aspirations for the future.
- [Mastering the Art of Listening: The Human Experience Superpower](https://theberylinstitute.org/product/mastering-the-art-of-listening-the-human-experience-superpower/): As human beings we do not live in isolation. Our existence is framed in the context of others. We are a part of families and teams, communities and countries; all which provide us with ideas and information, most delivered through the interactions we have with others. The very definition of experience itself conveys this as it opens with the words, “the sum of all interactions.”1 Every experience that we have is impacted by interactions with others. This give and take of connection is the breath of our humanity. Through it we transfer thoughts and beliefs, words and emotions. Moments of human connection are powered by communication, be it through words or actions. It is in these moments where we not only speak, but also more importantly listen to others. When we take a simple but committed step in strengthening the art of listening for ourselves and in our organizations, we honor all that we are committed to in healthcare. We show empathy, we take compassionate action, we express deep respect, we get clearer information, and we make better decisions. When we commit to listen, we care for our patients and care partners, we care for our colleagues, and we care for ourselves. Ultimately, we achieve the best in outcomes we aspire to every day. This editorial shares the fundamentals of listening and offers active steps each of us can take to make listening our own superpower as we work to transform the human experience in healthcare.
- [WMTY.world Monthly Meeting (December 16, 2026)](https://theberylinstitute.org/product/wmty-world-monthly-meeting-december-16-2026/): 15:00 UTC | 10:00 ET | 16:00 CET | 18:00 AST | 01:00 AEDT (next day) – WMTY.world monthly meetings are a space for exchanging experiences, connecting with others, and exploring the art of asking, listening, and doing what really matters to people. Join the conversation to share stories, celebrate successes, and learn from challenges as we work together to bring the spirit of “What Matters to You?” into health and social care settings.
- [WMTY.world Monthly Meeting (October 21, 2026)](https://theberylinstitute.org/product/wmty-world-monthly-meeting-october-21-2026/): 3pm UTC / 10am ET / 9am CT / 8am MT / 7am PT – WMTY.world monthly meetings are a space for exchanging experiences, connecting with others, and exploring the art of asking, listening, and doing what really matters to people. Join the conversation to share stories, celebrate successes, and learn from challenges as we work together to bring the spirit of “What Matters to You?” into health and social care settings. WMTY.world monthly meetings are complimentary. This meeting does not offer patient experience continuing education credit (PXEs).
- [WMTY.world Monthly Meeting (September 16, 2026)](https://theberylinstitute.org/product/wmty-world-monthly-meeting-september-16-2026/): 3pm UTC / 10am ET / 9am CT / 8am MT / 7am PT – WMTY.world monthly meetings are a space for exchanging experiences, connecting with others, and exploring the art of asking, listening, and doing what really matters to people. Join the conversation to share stories, celebrate successes, and learn from challenges as we work together to bring the spirit of “What Matters to You?” into health and social care settings. WMTY.world monthly meetings are complimentary. This meeting does not offer patient experience continuing education credit (PXEs).
- [WMTY.world Monthly Meeting (August 19, 2026)](https://theberylinstitute.org/product/wmty-world-monthly-meeting-august-19-2026/): 3pm UTC / 10am ET / 9am CT / 8am MT / 7am PT – WMTY.world monthly meetings are a space for exchanging experiences, connecting with others, and exploring the art of asking, listening, and doing what really matters to people. Join the conversation to share stories, celebrate successes, and learn from challenges as we work together to bring the spirit of “What Matters to You?” into health and social care settings. WMTY.world monthly meetings are complimentary. This meeting does not offer patient experience continuing education credit (PXEs).
- [WMTY.world Monthly Meeting (July 15, 2026)](https://theberylinstitute.org/product/wmty-world-monthly-meeting-july-15-2026/): 3pm UTC / 10am ET / 9am CT / 8am MT / 7am PT – WMTY.world monthly meetings are a space for exchanging experiences, connecting with others, and exploring the art of asking, listening, and doing what really matters to people. Join the conversation to share stories, celebrate successes, and learn from challenges as we work together to bring the spirit of “What Matters to You?” into health and social care settings. WMTY.world monthly meetings are complimentary. This meeting does not offer patient experience continuing education credit (PXEs).
- [WMTY.world Monthly Meeting (June 17, 2026)](https://theberylinstitute.org/product/wmty-world-monthly-meeting-june-17-2026/): 3pm UTC / 10am ET / 9am CT / 8am MT / 7am PT – WMTY.world monthly meetings are a space for exchanging experiences, connecting with others, and exploring the art of asking, listening, and doing what really matters to people. Join the conversation to share stories, celebrate successes, and learn from challenges as we work together to bring the spirit of “What Matters to You?” into health and social care settings. WMTY.world monthly meetings are complimentary. This meeting does not offer patient experience continuing education credit (PXEs).
- [WMTY.world Monthly Meeting (May 20, 2026)](https://theberylinstitute.org/product/wmty-world-monthly-meeting-may-20-2026/): 14:00 UTC | 10:00 ET | 15:00 CET | 17:00 AST | 00:00 AEST (next day) – WMTY.world monthly meetings are a space for exchanging experiences, connecting with others, and exploring the art of asking, listening, and doing what really matters to people. Join the conversation to share stories, celebrate successes, and learn from challenges as we work together to bring the spirit of “What Matters to You?” into health and social care settings.
- [Enhancing Provider Communication with the CURO Conversations Model](https://theberylinstitute.org/product/enhancing-provider-communication-with-the-curo-conversations-model/): Effective communication is vital for exceptional patient care, relying on providers’ integration of communication models into their daily practice. At Cone Health, we've embedded the CURO Conversations Model—Connect, Understand, Reveal/Relate, and Outcomes—into our culture since 2017, championed by Dr. Donald Wickline and the Patient Experience team. New providers undergo comprehensive orientation, receive CE credits, and participate in monthly CURO sessions led by expert providers on topics like difficult conversations and cultural sensitivity. This approach enhances provider interactions and patient experience. In this session, we’ll showcase how the CURO model has improved patient satisfaction, clinical outcomes, and provider engagement.

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