PXE Approved Stamp

 

This page displays all of the events that have been approved to provide Patient Experience Continuing Education Credits.  If you would like to offer PXE credits for your upcoming event, contact us at info@pxinstitute.org.

Oct
2
Tue
2018
Webinar–Peer Navigation in Transgender Care: A Case Study in CoDesigning Care (The Beryl Institute) @ Webinar
Oct 2 @ 2:00 pm – 3:00 pm

Peer Navigation in Transgender Care: A Case Study in CoDesigning Care

Jonathan Bullock | Principal Consultant, National Leader, Person & Family Centered Care, Kaiser Permanente
“Dexter” Janet Borrowman | Director, Care Experience, Maui Health System, Affiliated with Kaiser Permanente

October 2, 2018 – 2:00-3:00 PM ET

This webinar will outline how Kaiser Permanente, in an effort to provide their transgender community expanded and holistic care, utilized a human centered CoDesign methodology to create a large scale, multi-region peer navigation program. While peer navigation is already being used at Kaiser Permanente in a number of care settings, this was an opportunity to take program design to the next level. This webinar will provide an overview of patient-identified need surfacing; ethnographic interviews; observation and shadowing; group brainstorming; rapid prototyping; field testing; and spread. It will showcase the impacts and enhanced cultural relevance for the transgender community.

Learning Objectives

  • Explain how collaborating with patients and their families over the life of a project produces desired outcomes for the patients/families and organizationally.
  • Summarize the utilization of CoDesign in a large organization to improve care across the continuum.
  • Address common challenges associated with a CoDesign project.
Oct
11
Thu
2018
Conference–What Patients Saying: Improving Quality, Safety, and the Patient Experience using Patient Comments (Rush University) @ Chicago, IL
Oct 11 – Oct 12 all-day

What Patients Saying: Improving Quality, Safety, and the Patient Experience using Patient Comments
Chicago, IL | October 11-12, 2018

What patients say in their own words is increasingly being used for many purposes and getting results above and beyond simple patient survey ratings. Patient comments obtained through various sources (social media, open-ended survey questions, online rating sites, patient complaints, advisory councils, storytelling, etc.) add another dimension to improvement efforts in healthcare. This conference will feature research and national best practices about the wide variety of ways that the patients’ own words are being collected and used – and how these efforts can all be linked together in powerful ways.

Public Reporting and the Transparency Movement – use of patient comments on websites to help consumers make decisions, improve care and attract market share.
Using Patient Comments to Improve Care – AHRQ supported work to elicit patient narratives
Complaint Management to improve patient experience and reduce legal risk
Sorting Through Things – Artificial intelligence and natural language processing comes to analysis of patient comments
Improving Care Delivery – through experience-based co-design (EBCD)

Oct
16
Tue
2018
Webinar–Comfort, Dignity, Delight: An Economical Model of Therapeutic Arts and Holistic Services (The Beryl Institute) @ Webinar
Oct 16 @ 2:00 pm – 3:00 pm

Comfort, Dignity, Delight: An Economical Model of Therapeutic Arts and Holistic Services

Alice Kinsler | Manager, Therapeutic Arts and Holistic Service, Concord Hospital 

October 16, 2018 – 2:00-3:00 PM ET

The Concord Hospital department showcased in this webinar, offers a unique range of services designed to bring comfort, delight, and dignity to people during acute hospitalization. Bedside offerings include live therapeutic music by certified practitioners, Reiki treatments, and aromatherapy to alleviate pain, anxiety, and other symptoms; individualized therapeutic art-making; “Art a la Cart”, a large selection of framed art prints for patients to select for their rooms; pet therapy; live televised Bingo; and personalized, individual diversionary activities upon referral from physicians, nurses, and therapists.   This webinar will explain how the department has evolved creatively and frugally since the 1980s and help participants appreciate the impact of these offerings on the inpatient experience.

Learning Objectives

  • Describe three non-pharmacological strategies for reducing anxiety and pain during hospitalization.
  • Explain three positive effects on patients that live therapeutic music by certified practitioners can achieve.
  • Identify three indications in the medical setting for the use of essential oils by inhalation.
Oct
25
Thu
2018
Workshop–PX Pop-Up Berkeley (The Beryl Institute) @ Hotel Shattuck Plaza
Oct 25 @ 2:00 pm – 4:00 pm

PX Pop-UP Berkeley

October 25, 2018 | 11:00 AM – 2:00 PM

PX Pop-Up events bring together the voices of healthcare leaders, staff, physicians, patients and families to convene, engage and expand the dialogue on improving patient experience.

Designed to facilitate networking opportunities and build the local patient experience community, this lunch and learn event provides members and guests the opportunity to further network with colleagues in their region and engage in facilitated discussion to share ideas, hear successful strategies and learn from other challenges on patient experience improvement.
Host Site:
Kaiser Permanente
Hotel Shattuck Plaza
2086 Allston Way
Berkeley, CA 94704

 

Oct
30
Tue
2018
Webinar–Overcoming Caregiver Burnout: Improving the Patient Experience in 60 Seconds or Less (The Beryl Institute) @ Webinar
Oct 30 @ 2:00 pm – 3:00 pm

Overcoming Caregiver Burnout: Improving the Patient Experience in 60 Seconds or Less

Charles Kunkle, Chief Engagement Officer, No Time To Care Solutions

October 30, 2018 – 2:00-3:00 PM ET

Throughout the United States, hospitals are challenged to meet the needs of their patients as well as the overwhelming regulatory and accreditation standards, set forth by governing bodies and accrediting agencies. In this challenging new work environment, patients are often cared for by bedside caregivers who are overwhelmed by the pressure to meet all of the expectations of the patients in their care, in addition to the expectations of their employers. Many caregivers express that they feel overworked and believe they don’t have time to provide compassionate patient centered care. When caregivers feel they don’t have the time to fully care for their parents, burnout is sure to follow. In this webinar, leaders will learn how to provide collaborative and fun working environment, thus decreasing caregiver burnout and improving colleague engagement.  The result?  A compassionate team who create a patient experience that will exceed expectations and get you the patient satisfaction scores you desire.

Learning Objectives

  • Identify the precipitating factors that influence patient behavior and learn skills to regulate their reactions.
  • Create colleague engagement programs that are easy to implement, inexpensive to maintain and fun to do.
  • Implement an action plan focused on energizing, empowering and engaging your bedside caregivers.
Nov
2
Fri
2018
Workshop–PX Pop-UP Tampa (The Beryl Institute) @ Tampa General Hospital
Nov 2 @ 11:00 am – 2:00 pm

PX Pop-Up Tampa

November 2, 2018 | 11:00am-2:00pm

PX Pop-Up events bring together the voices of healthcare leaders, staff, physicians, patients and families to convene, engage and expand the dialogue on improving patient experience.

Designed to facilitate networking opportunities and build the local patient experience community, this lunch and learn event provides members and guests the opportunity to further network with colleagues in their region and engage in facilitated discussion to share ideas, hear successful strategies and learn from other challenges on patient experience improvement.

Nov
12
Mon
2018
Press Ganey National Client Conference
Nov 12 – Nov 14 all-day

PRESS GANEY NATIONAL CLIENT CONFERENCE

November 12-14, 2018 | Orlando, FL

This year, we are proud to host our Executive Leadership ConferenceHPI Press Ganey Safety Summit and National Client Conference concurrently. We will convene leadership from across the patient journey to address the interdependencies of safety, quality, patient experience and engagement.

Executives from across health care and representing multiple care domains will gather for this unparalleled three-day event to learn best practices and proven approaches that will enable the alignment of people, processes and strategies around a shared mission to advance the safety, quality and experience of patient-centered care.

PXE Credits: 10

Nov
13
Tue
2018
Webinar–Empathic Approaches to Writing Meaningful Grievance Letters (The Beryl Institute) @ Webinar
Nov 13 @ 2:00 pm – 3:00 pm

Empathic Approaches to Writing Meaningful Grievance Letters

Amy Crowe, Legal Writer, Novant Health

November 13, 2018 – 2:00-3:00 PM ET

This webinar will provide approaches to writing patient-centered letters in response to grievances received. It will outline steps taken within Novant Health to improve letters and provide consistent grievance responses across all facilities. The changes made to letters are aligned with the guiding principles to have an apologetic and empathetic approach, and this presentation will provide practical ways to incorporate those approaches into letters.

Learning Objectives

  • Develop practical approaches to writing patient-centered letters in response to grievances.
  • Discover ideas on how to train and empower your team members to write quality letters.
  • Explain health literacy and how to incorporate it into your letters.
Nov
27
Tue
2018
Conference–NGPX (NextGen)
Nov 27 – Nov 29 all-day

For healthcare providers, one of the most significant transformations ushered in by the Affordable Care Act is the financial incentive to shift from traditional profit-driven models to be more acutely focused on patient satisfaction. At the same time, patient expectations have also evolved and they are no longer okay with being passive recipients of care. They are more engaged in their own treatment options, more likely to do their own research and increasingly expect to be able to interact with their healthcare providers in the same ways they do with commercial brands.

All this has greatly affected the way hospitals and healthcare networks approach the way they deliver care. Staying competitive has never been more critical. Next Generation Patient Experience brings together senior level PX executives from across the spectrum care, all of whom are tasked with overseeing their organization’s patient experience strategy.

After months of research, the event will tackle top PX challenges including how to:

  • Meet the heightened expectations of today’s empowered patient
  • Shift to a patient and family-centered culture
  • Engage clinical and non-clinical staff in your PX strategy
  • Achieve a single view of the patient
  • Create patient and family advocates

PXE Credits: 12 

Webinar–Pit Crew: How Communication Fuels the Ambulatory Surgery Center Patient Experience (The Beryl Institute)
Nov 27 @ 2:00 pm – 3:00 pm

Pit Crew: How Communication Fuels the Ambulatory Surgery Center Patient Experience

Mark L VanderKlipp, Partner, Connect_CX
Tricia Wollam, R.T.(R), BSHCS | Total Joint Program Coordinator, Copper Ridge Surgery Center

November 27, 2018 – 2:00-3:00 PM ET

Copper Ridge Surgery Center (CRSC) is the largest Ambulatory Surgery Center (ASC) in Michigan and one of the largest in the country. They serve between 85 and 115 patients a day with 11 different service lines: everything from cataracts to hand surgery to whole joint replacement. This webinar will discuss the timeline and learning process that CRSC experienced: from a culture with a vague understanding of patient experience to one that is patient-centered by design. Using the metaphor of a Formula One Pit Crew, the webinar will reveal the theories and stories that, working closely with “Champions” from across the organization, resulted in staff-inspired efforts to improve internal processes, communications and, by extension, a healthier work environment and patient experience

Learning Objectives

  • Summarize how CRSC built an elite internal team to take on a comprehensive patient experience initiative, from leadership to “Champions” across the organization.
  • Explain the foundational theories that helped encapsulate the CRSC care-giving culture: one that went from disjointed individual silos to a well-oiled, patient focused machine.
  • Discover how to unlock change from within the organization rather than impose it from the outside.
Dec
4
Tue
2018
Webinar–Understanding and Advancing the Patient Experience at End of Life (The Beryl Institute)
Dec 4 @ 2:00 pm – 3:00 pm

Understanding and Advancing the Patient Experience at End of Life

Mike DeWitt, Manager, Patient Relations, Moffitt Cancer Center
Laura L. Jantz, Program Manager, Patient Experience, Service Excellence, St. Luke’s Health System

December 4, 2018 – 2:00-3:00 PM ET

Our population is aging. It is critical to engage patients and their loved ones in meaningful dialogue at the earliest possible point in their care continuum. In this didactic and experiential webinar, participants will learn what defines end of life, become familiar with a care continuum, and discover the impact of conversations before the crisis. Learners will empathically explore their own wishes for end of life in order to appreciate and respect others’ cultures and end-of-life wishes. Attendees will participate in guided simulations designed to alleviate the fear and anxiety over having conversations with patients and families about grim diagnoses and the journey ahead. Normalizing the dying experience, supporting loved ones, and accommodating familial and cultural precedent through this process clears the way for both patient and caregiver to be present and participate fully in the end-of-life experience.

Learning Objectives

  • Recognize patient and loved ones need for support and guidance and practice appropriate, humane steps that prepare individuals for the future.
  • Discover the language of loss and familiarize patients and loved ones with resources to navigate end of life.
  • Incorporate patients and loved ones collective wisdom to improve future patient experiences.
  • Give your loved ones the gift of knowing your wishes by completing and communicating one’s own end-of-life documents.

PXE Credits: 1 (Pending)

Dec
11
Tue
2018
Webinar – Hope and Compassion: The Keys to Treating Mental Health Patients & Families (The Beryl Institute)
Dec 11 @ 2:00 pm – 3:00 pm

Hope and Compassion: The Keys to Treating Mental Health Patients & Families

Glenn Kopelson, Co-Chair Resnick PFAC, UCLA
Martha Browning, Member Resnick PFAC, UCLA

December 11, 2018, 2:00-3:00 PM ET

The Resnick Neurospychiatric PFAC at UCLA created an educational lecture series where family members and patients presented personal experiences, issues and solutions to multiple departments throughout the hospital.  This webinar will provide personal stories and educate the audience on specific issues that relate to mental health and provide clear takeaways for participants to use in their organization.

Learning Objectives

  • Gain a greater acceptance into the thoughts, feelings, objectives and especially expectations of families with mental health issues.
  • Summarize how improved communication skills with family members will ultimately make patients/families more responsive to health care provider instructions and thereby enable them to be more effective caregivers at home.
  • Develop skills to better interact with family members of psychiatric patients.

PXE Credits: 1 (Pending) 

Dec
18
Tue
2018
Webinar – Creating a Culture of Caring (The Beryl Institute)
Dec 18 @ 2:00 pm – 3:00 pm

Creating a Culture of Caring

Rana L. Awdish, MD, FCCP | Director of the Pulmonary Hypertension Program and Critical Care Physician, Henry Ford Hospital | Medical Director of Care Experience, Henry Ford Health System

December 18, 2018, 2:00-3:00 PM ET

Creating a Culture of Caring will describe Dr. Awdish’s personal transformation from critical care physician to critically ill patient and describe how the events surrounding her near death changed her understanding of the culture of medicine and lead her to alter the course of her institution. Focusing on Physician communication training, onboarding practices for all employees, and a culture of caring, she will illuminate the path towards creating a more resilient culture for everyone involved in health care.

Learning Objectives

  • Describe the ecosystem of medical training and practice and the way it compromises empathy and compassion.
  • Illustrate how on-boarding can be used to define purpose for new employees and create a culture of caring.
  • Recognize the barriers to implementing institutional change and empowering individuals.
  • Identify practices that will engage providers and leaders in promoting development of resilient systems.

PXE Credit: 1 (Pending) 

Jan
15
Tue
2019
Webinar – Enhancing Staff Engagement and Resiliency by Building a Culture of Respect (The Beryl Institute)
Jan 15 @ 2:00 pm – 3:00 pm

Enhancing Staff Engagement and Resiliency by Building a Culture of Respect 

Rick Evans, Senior Vice-President and Chief Experience Officer, NewYork-Presbyterian Hospital

January 15, 2019 – 2:00-3:00 PM ET

Many healthcare organizations are grappling with the issues of employee engagement and resiliency along with efforts to improve the patient and family experience. Employee experience – particularly addressing the challenges and barriers staff face on a daily basis – is critical for any long term success. In 2016, NewYork-Presbyterian Hospital launched an effort to foster a “culture of respect” that addressed both how individuals and teams work together as well as took on some of the challenging “quality of life issues” that frustrate staff every day. The results have been promising – the improved metrics related to engagement, rising patient experience metrics along with a host of other benefits.  This webinar will share what NewYork-Presbyterian Hospital learned and put in to practice.

Learning Objectives

  • Examine the distinct domains of patient/family experience, employee experience and resiliency and how these issues can be addressed in an integrated way.
  • Summarize specific interventions launched at NYP and leave with an action plan of how these interventions can implemented.
  • Identify the key metrics for success that can be tracked and measured on an integrated “culture of respect” journey.

PXE Credits: 1 (Pending) 

Jan
16
Wed
2019
NON-PXE Webinar– A quick guide to offering Patient Experience Continuing Education credits (PXI)
Jan 16 @ 12:00 pm – 12:30 pm

PXI Logo

With the growing community of Certified Patient Experience Professionals (CPXPs), the need for events that offer Patient Experience Continuing Educations (PXE) credits is steadily growing. PXI offers an alternative for patient experience professionals to acquire continuing education credits that are specific to the topics they find important in their profession. PXEs are required for professionals applying to take the CPXP exam as well as maintaining their CPXP designation.

Join us to learn more about how you can show your commitment to the overall patient experience movement and increase audience engagement by offering PXE credits for your next event or educational activity.

Webinar–CPXP Informational Webinar –Patient Experience Institute (NON-PXE)
Jan 16 @ 1:00 pm – 2:00 pm

PXI Logo

Patient Experience Institute will hold a series of live webinars over the course of 2019 to introduce potential candidates to the CPXP examination process. We will hear from and ask questions of current CPXPs on their experience with the exam process as well as how the CPXP exam has benefited them since they earned their designation. Space will be limited for these webinars and registration is required to participate. You may register for this webinar below. Please add info@pxinstitute.org to your authorized emails to ensure you receive this information.

Jan
29
Tue
2019
Webinar – Physician Shadowing as an Effective Tool (The Beryl Institute)
Jan 29 @ 2:00 pm – 3:00 pm

Physician Shadowing as an Effective Tool for Communication Skill Building and Culture Change

Kelley Dillon, M.A. OD | Director-Physician Communication & Peer Support, Henry Ford Health System
Carol Bridges | Physician Communication Consultant, Henry Ford Health System

January 29, 2019 – 2:00-3:00 PM ET

This webinar will walk you through the practical but effective step-by-step Physician Shadowing Process.  The Physician Shadow Process serves as a primer on communication best practices, which generates quick results and individualized suggestions that can immediately be incorporated.   The process also allows physicians to receive feedback and coaching on communication best practices that are individualized for each provider’s specific communication style.  A format for sharing aggregated shadow results in a large-group Department Summary Meeting will also be shared.

Learning Objectives

  • Understand the steps of a physician shadow process that has been proved to yield positive patient experience results.
  • Learn the communication best practices on the HFHS Shadow Checklist and how the checklist was validated.
  • Discuss how a Physician Shadow Process can serve as a catalyst for department culture change and the cultural information that has been gleaned as a result of the shadow process.

PXE Credits: 1 (Pending) 

Feb
5
Tue
2019
Webinar–Improvement from the Inside Out: The Journey from Good to Great (The Beryl Institute)
Feb 5 @ 2:00 pm – 3:00 pm

Improvement from the Inside Out: The Journey from Good to Great

Natalie Boner, CPXP | Director of Engagement, Greensboro Imaging

February 5, 2019 – 2:00-3:00 PM ET

Greensboro Imaging is committed to improving the patient experience utilizing strategies that actively engage team members in the development of process improvement. This webinar shares lessons learned during the transformative journey to an evidence-based culture using patient experience and employee engagement scores as benchmarks for success. The culture shift included empowerment of teams to build a foundation of excitement, compassion, accountability and trust while establishing a culture of transparency and respect for those who do the work.

Learning Objectives

  • Discover how to drive improvement using creative initiatives.
  • Improve talent acquisition and onboarding to set the stage for cultural understanding and team accountability.
  • Embrace leadership transparency and maximize accountability to ignite team member engagement.
Feb
13
Wed
2019
NON-PXE Webinar–CPXP Informational Webinar (Patient Experience Institute)
Feb 13 @ 1:00 pm – 1:45 pm

PXI Logo

Patient Experience Institute will hold a series of live webinars over the course of 2019 to introduce potential candidates to the CPXP examination process. We will hear from and ask questions of current CPXPs on their experience with the exam process as well as how the CPXP exam has benefited them since they earned their designation. Space will be limited for these webinars and registration is required to participate. You may register for this webinar below. Please add info@pxinstitute.org to your authorized emails to ensure you receive this information.

Feb
19
Tue
2019
Webinar–Communication: “The Main Domain” of HCAHPS (The Beryl Institute)
Feb 19 @ 2:00 pm – 3:00 pm

Communication: “The Main Domain” of HCAHPS

Patricia A. Bradley, Senior Director of Patient Experience,North Kansas City Hospital

February 19, 2019 – 2:00-3:00 PM ET

Ask any patient what is the most important aspect of their care, and they will say communication from their care givers. In a health care climate with many uncontrollable variables, the one thing we do control is how we communicate with our patients and their families. This presentation outlines an organization’s journey to embrace the need for more compassion and empathy in our communication. This presentation shares content to help you achieve an organizational shift in culture. The keys to success that will be presented:

  1. Change begins with Senior Leadership; support, training, expectations and accountability.
  2. Strategic organizational launch for all employees; purpose, skill building, inspiration, practice, mastery of content, and application of skills.
  3. Performance coaching; creating an atmosphere where peer feedback is integral to the success of the organization
  4. Leading your organization; how you take the lead, support the organization and own the initiative.

Learning Objectives

  • Outline an effective strategy to achieve/ sustain improvement in HCAHPS domains, by using an organizational wide approach to improve communication.
  • Identify concrete tactics for engaging and supporting organizational leaders through a strategic communication focused initiative, that includes accountability for measurable results.
  • Summarize the five success factors that are key to short-term and long-term performance improvement.

PXE Credit: 1