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 firstname.lastname@example.org.
Patient Experience Institute will hold a series of live webinars over the course of 2020 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 email@example.com to your authorized emails to ensure you receive this information.
Adapt Quickly and Build Connections through Telehealth
Susan Haufe, Chief Healthcare Advisor, Qualtrics
Laura Cooley, PhD, Senior Director, Academy of Communication in Healthcare
Dr. Lars Osterberg, Director, Educators for CARE, Stanford University School of Medicine
Mystique Smith-Bentley, Executive Director, Service Excellence, Stanford Health
Dr. Deepa Thakor, Clinical Assistant Professor, Medicine, Stanford University
June 11, 2020 – 2:00-3:00 PM ET
Social distancing practices resulting from the Covid-19 pandemic have accelerated the use of telehealth and the health care community has clamored to adapt. This session explores the challenges, opportunities, and best practices to enable strong communication and patient experience in the virtual healthcare space.
Join Susan Haufe, Chief Healthcare Advisor at Qualtrics, in a discussion with leaders from Stanford Health and The Academy of Communication in Healthcare to learn:
- Challenges and benefits of delivering exceptional telehealth experiences
- Communication best practices to establish trust in the patient-clinician relationship
- Virtual training opportunities needed to support clinicians
PXE Credit: 1
Better Together – How a NYC Health System Leveraged their Values to Serve Their Most Vulnerable Patients during the Pandemic
Silvina de la Iglesia, CMI Spanish | Associate Director, Language Assistance Program, Patient Service Center, The Mount Sinai Hospital
Erica Rubinstein, LCSW, CPXP | Vice President of Service Excellence & Patient Experience, The Mount Sinai Health System
Lourdes “Lulu” Sanchez, MS, CMI | Director of Implementation, LanguageLine Solutions
June 16 2020 – 2:00-3:00 PM ET
The Mount Sinai Health System in New York City serves a very culturally and linguistically diverse patient population. Delivering safe, compassionate, and patient-centered care to the most vulnerable patients during the COVID19 crisis is only possible when an organization aligns its core values and staff commits to serving a higher purpose. Presenters will discuss how the health system strengthened communication with patients and families by working together to serve limited English proficient (LEP), as well as Deaf and Hard of Hearing patients during the crisis.
- Examine the value of organizational cultural alignment for delivery of patient-centered care during the COVID19 crisis.
- Share best practices for delivering translation, interpretation, and clear patient-facing communication during the crisis while keeping staff interpreters safe.
- Describe how partnering with a language access vendor through ongoing implementations can ensure staff is prepared to deliver healthcare in patient’s preferred language.
PXE Credit: 1
Improving the Patient Experience during COVID-19
Vanessa Mona, Director of Care Experience, Henry Ford Health System
Heather Hallett, RN MBA, VP Customer Success, SONIFI Health
June 23, 2020 – 2:00-3:00 PM ET
The COVID-19 pandemic is putting hospitals — and their patients — in unprecedented situations. Henry Ford Health System is focused on the patient experience, keeping patients comforted and well informed at this time of uncertainty. They are turning to digital tools to help patients and employees stay up to date on new policies and procedures, deliver encouraging messages from the community and enable virtual experiences, including a virtual therapy dog visit.
- Discuss the importance of an accelerated digital transformation.
- Discover how to help isolated patients feel connected.
- Develop ways to help support clinicians who are part of direct patient care.
PXE Credit: 1
Achieving Diagnostic Excellence: Patients as Research Partners
Susie Becken, Patient Advisor – Co-Chair, Regional Patient Advisory Council, Southern California Permanente Medical Group
Kerry Litman, Physician Lead for Patient and Family Centered Care, Southern California Permanente Medical Group
Rochelle McCauley, Senior Consultant, Southern California Permanente Medical Group
June 30, 2020 – 6:00-7:00 PM ET
Although diagnostic errors are often due to unintended and avoidable communication failures, error reduction frequently focuses on the practitioner’s perspective with patients relegated to limited involvement. This webinar will share how Southern California Permanente Medical Group (SCPMG) partnered with Patient Advisors to develop interventions that address diagnostic errors.
- Demonstrate the value of partnering with patients to develop systems to achieve diagnostic excellence.
- Examine collaboration strategy between a medical group and patient partners to develop interventions that address diagnostic errors.
- Explain the development of patient partnership in the development of a patient engagement guides – from design of the guide to testing the utility of the guide.
- Share an example of patient participation in the development of an educational video to increase clinician awareness of diagnostic errors and how to mitigate making them.
PXE Credit: 1
Parents’ Fears When Their Child is the Patient
Mindy Spigel, Director of Patient Experience, CHRISTUS Santa Rosa and the Children’s Hospital of San Antonio
Ann Gonzales, Staff RN in ED, CHRISTUS Santa Rosa and the Children’s Hospital of San Antonio
July 14, 2020 – 2:00-3:00 PM ET
The Children’s Hospital of San Antonio team was curious about how the fears of adult patients compared to parents fears when they bring their children into the health care setting. With the generosity of a research grant from The Beryl Institute, over 200 parents were interviewed about their fears in health care and what health care providers could do to alleviate fears. Understanding people’s fears helps to connect caregivers not just to strategies but to the why. In this webinar, the participants will learn about the impact of fear on patient outcomes and experience. We also explore parent’s greatest fears and how caregivers can best alleviate those fears.
- Describe the impact fear has on the patient experience and outcomes.
- Discuss the most common fears parents experience when they bring their children into the health care setting
- Describe the most important things caregivers can do to alleviate fears of patients and families
PXE Credit: 1