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.

Webinar – How a NYC Health System Served Their Most Vulnerable Patients during the Pandemic (The Beryl Institute)
Jun 16 @ 2:00 pm – 3:00 pm


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.

Learning Objectives

  • 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


Webinar – Improving the Patient Experience during COVID-19 (The Beryl Institute)
Jun 23 @ 2:00 pm – 3:00 pm

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.

Learning Objectives

  • 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


Webinar – Achieving Diagnostic Excellence: Patients as Research Partners (The Beryl Institute)
Jun 30 @ 2:00 pm – 3:00 pm

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.

Learning Objectives

  • 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

Webinar – Parents’ Fears When Their Child is the Patient (The Beryl Institute)
Jul 14 @ 2:00 pm – 3:00 pm

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.

Learning Objectives

  • 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

CPXP Informational Webinar
Jul 15 @ 12:00 pm – 1:00 pm

Join us for an informational webinar to learn more about the Certified Patient Experience Exam



Conference–WRIHC 2020 (Studer Group)
Aug 11 – Aug 12 all-day

Now, more than ever, it is time to celebrate What’s Right in Health Care®. Inspiration, connection to purpose, and resilience are key during this unprecedented time. To continue to provide you an opportunity to connect, learn and rejuvenate, we are excited to host What’s Right in Health Care® virtually this year. We invite you to join us to be inspired by the results others are achieving, share best practices and identify key takeaways to make lasting change in your organization.

Our virtual program will include several key components:

  • Two, half day sessions, August 11-12, where you can join keynotes and discussions live that share actionable takeaways to transform your organization along with lessons learned from the COVID-19 pandemic.
  • A full library of on-demand resources including discussions lead by healthcare organizations, learning resources and stories of inspiration
  • Content will be available for 60 days and completion of all available sessions – both live and on-demand – can earn up to 20 CE credits. More information regarding CE credits is available below.
Webinar–The Keys to Staying Positive During a Crisis (The Beryl Institute)
Aug 11 @ 6:00 pm – 7:00 pm

The Keys to Staying Positive During a Crisis

Shola Richards, Best-Selling Author and Workplace Strategist

August 11, 2020 – 6:00-7:00 PM ET

We are in the middle of a crisis. A deadly pandemic is barreling through the world, and it has created several complex challenges that we now have to navigate. Those challenges exist at work, at home, now, and in the foreseeable future. While all of this is true, it is possible to not only thrive in the face of this new normal, but we can also become unstoppable as well. In this highly-practical webinar, facilitated by best-selling author Shola Richards, you will learn the key strategies that will create positive outcomes for you and for others, now and in the future. If you are looking for an inspiring and actionable webinar to help you to navigate the current uncertainty, look no further.

Learning Objectives

  • Identify the four keys to creating and maintaining a positive mindset, regardless of the circumstances.
  • Apply the aforementioned “four keys” to any challenge that you are currently facing (professionally, personally, or otherwise).
  • Create an accountability plan for your newly-created commitments, and identify how your plan will sustain your positive mindset long after the worst of the pandemic and the current civil unrest is over.

PXE Credit: 1

Webinar NON-PXE–CPXP Informational webinar
Aug 12 @ 1:00 pm – 1:45 pm


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 info@pxinstitute.org to your authorized emails to ensure you receive this information.


Webinar–If You Build It, They Will Come (The Beryl Institute)
Aug 12 @ 2:00 pm – 3:00 pm

If You Build It, They Will Come

Jennifer Loew, Director-Volunteer Services, Mayo Clinic Health System in Eau Claire, WI

August 12, 2020 – 2:00-3:00 PM ET

Join this webinar to discover the importance of being intentional and organized when developing your volunteer program. The success of your recruitment and retention plan is contingent upon it; from onboarding and communication to meaningful positions and recognition.

Learning Objectives

  • Build an organized and Intentional Volunteer Program.
  • Develop an effective onboarding Process.
  • Enhance relationships with volunteers and colleague.

PXE Credits: 1 

Webinar–CAHPS Round-Up 2020 (The Beryl Institute)
Aug 18 @ 2:00 pm – 3:00 pm

CAHPS Round-Up 2020

Jan Gnida, CPXP, Senior Vice President of Research Operations, PRC
Andrea Paseka, Director, CAHPS Production, PRC

August 18, 2020 – 2:00-3:00 PM ET

The Consumer Assessment of Healthcare Providers and Systems (CAHPS) surveys are continually evolving to measure and improve patient experience in the healthcare industry. Jan and Andrea dedicate their time to understanding existing programs, updates to current programs, and new developments to advance patient care. During this webinar, they will review key CAHPS programs including Outpatient/Ambulatory Surgery (OAS), the Accountable Care Organizations (ACOs) and Merit-based Incentive Payment System (MIPS), Hospice, Home Health (HH), and Hospital CAHPS (HCAHPS). They will review the HCAHPS Value-Based Purchasing (VBP) program and trends over the past few years. Jan and Andrea will also review current industry dialogue including star ratings and new approaches to capture the voice of the patient.

Learning Objectives

  • Summarize recent developments in key CAHPS programs.
  • Identify key components of the HCAHPS VBP program.
  • Explain current conversation about how to collect and use patient experience data.

PXE Credits: 1

Conference–NRC Health Symposium Understanding in Focus
Aug 24 – Aug 25 all-day



During the virtual 26th Annual NRC Health Symposium, healthcare professionals will celebrate strides in service and deepen their connection to the patients and customers they serve. High-performing organizations spanning the entire continuum of care will articulate a vision for the future of the industry—a vision that brings human understanding into focus.

The Symposium will provide you with a host of actionable ideas for personalizing care, building a consumer-ready organization, and securing authentic loyalty from your customers.


Sep 1 @ 2:00 pm – 3:00 pm
Elevating the Unimaginable Experience: A Multidisciplinary Initiative to Improve Pediatric End-of-Life Care

Jessika Boles, PhD, CC | Child Life Team Lead, Monroe Carell Jr. Children’s Hospital at Vanderbilt
Annie Duplechain, MEd | Graduate Research Assistant, Vanderbilt University
Camille Fraser, MS, CCL | Certified Child Life Specialist, Monroe Carell Jr. Children’s Hospital at Vanderbilt
Maile Jones, MEd, CIMI | Graduate Research Coordinator, Vanderbilt University

September 1, 2020 – 2:00-3:00 PM ET

Millions of children die each year – most of whom are touched by healthcare providers in traditional hospital settings or home-health agencies. This webinar reviews current findings on the experiences of bereaved families, positioned alongside institutional practices, reported by healthcare providers. Participants will explore the development of a hospital-wide bereavement committee to implement and improve end-of-life services in a pediatric hospital, in collaboration with hospital leadership, front line staff, bereaved parents, and community partners. Lastly, attendees will review the achievements of this committee while highlighting the importance of collaboration between bereaved families and providers to positively impact the patient experience.

Learning Objectives

  • Appraise current research on the experiences of bereaved families and bereaved service provision in pediatric hospital settings.
  • Recognize the application of best practices in the development of a hospital wide, multidisciplinary bereavement committee.
  • Articulate improvements to pediatric bereavement care as demonstrated through a multidisciplinary initiative.

PXE Credits: 1