Podcasts about beryl institute

Russell Senger, Vice President of Community Development at The Beryl Institute, describes in this video the multiplicity of services focused on "improving the patient experience" and how they play out at the Institute's conference.Some of the services that Senger includes in his overview are technologies for digital front doors, bedside devices, entertainment, and patient feedback, along with such low-tech services as valets and laundry. He points out that technology can integrate all these for seamless solutions, and that many have started to incorporate AI.Learn more about The Beryl Institute: https://theberylinstitute.org/Health IT Community: https://www.healthcareittoday.com/

Joseph Michelli is an internationally sought-after speaker, author, and organisational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives.A Wall Street Journal, USA Today, Publishers Weekly, Nielson BookScan, and New York Times #1 bestselling author. Joseph's most recent book, All Business Is Personal, features proven strategies for boosting customer loyalty, engagement, and sustainable growth, and offers insights leaders can apply across industries to create high-performing, customer-focused organisations.Joseph holds the Certified Speaking Professional designation from the National Speakers Association (NSA). He is a member of the Authors Guild, an editorial board member for the Beryl Institute's Patient Experience Journal (PXJ), and is on the founders' council of CustomerExperienceOne. Other achievements include winning the Asian Brand Excellence Award and being named as one of the Top 10 thought leaders in Customer Service by Global Gurus. He received his master's and doctorate from the University of Southern California.In this episode, Dominic explores the intersection of AI and human interaction, questioning the ability of AI to replicate genuine human care and creativity, and the complexities of customer experience, loyalty, and referrals. With Joseph advocating the necessity for CEOs to be passionate and unreasonable in their pursuit of exceptional customer service. He explores strategies for activating referrals, the importance of emotional engagement, and the design of customer journeys that foster loyalty. Joseph shares his insights on the transformation of patient experience in US healthcare, and the innovative approach that led One Medical to being acquired by Amazon. Emphasising the importance of redesigning processes to enhance care delivery, he highlights the cost reduction achieved through proactive health management and the role of technology in creating human-centric services. DiscoverThe Power of Emotional Connection in Business: Building an emotional connection with customers, beyond merely offering a product or service, fosters loyalty and helps establish a strong brand identity.The Importance of Customer Experience: Exceptional customer experience can significantly impact a business's success. By fostering emotional connections and going beyond basic transactional value, businesses can create loyalty and referrals among their customer base.Word-of-Mouth as a Powerful Marketing Tool: Customer referrals play a crucial role in business growth. Companies that focus on delivering exceptional experiences often benefit from organic word-of-mouth promotion, resulting in reduced sales and marketing costs.Balancing Cost-Cutting with Customer Experience: While reducing costs is a strategy some businesses consider, focusing solely on cost can lead to commoditisation. Prioritising customer experience and value can differentiate a business and create long-lasting success.The Influence of Net Promoter Score (NPS): Net Promoter Score is a useful metric for understanding customer loyalty and satisfaction. By asking customers how they found the business, insights can be gained that highlight the importance of customer recommendations and the overall impact of positive experiences.Book recommendations:Joseph's book

Dr. Joseph Michelli offers invaluable insights on balancing AI and human interaction in customer experience, drawing from his extensive research and work with renowned brands like Starbucks, Ritz-Carlton, and Mercedes-Benz. His expertise in understanding the emotional drivers behind consumer decisions and the importance of self-reflection for business leaders makes this episode a must-listen for anyone interested in enhancing their customer experience strategy. Excited to share insights from the latest episode of the Delighted Customers podcast featuring Dr. Joseph Michelli, internationally renowned speaker, author, and organizational consultant! Here are three intriguing questions addressed during our conversation: How should CEOs approach the incorporation of AI and its intersection with customer experience? What are some common missteps companies make when balancing technology and human experience? How can businesses effectively leverage both technology and human touch to enhance customer relationships? Don't miss Dr. Michelli's upcoming book, All Business is Personal available now for pre-order!   Meet Dr. Joseph Michelli   Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives. Dr. Michelli is a Wall Street Journal, USA Today, Publishers Weekly, Nielson BookScan, and New York Times' #1 bestselling author. His books include: • Stronger Through Adversity: World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges • The Airbnb Way: 5 Leadership Lessons for Igniting Growth Through Loyalty, Community, and Belonging • Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way • Leading The Starbucks Way: 5 Principles for Connecting with Your Customer, Your Products, and Your People • The Zappos Experience: 5 Principles to Inspire Engage and WOW • Prescription for Excellence: Leadership Lessons for Creating a World-Class Customer Experience from UCLA Health System • The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company • The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary • When Fish Fly: Lessons for Creating a Vital and Energized Workplace co-authored with the owner of the "World- Famous" Pike Place Fish Market in Seattle • Customer Magic: The Macquarie Way -How to reimagine customer experience to transform your business Joseph: • is a Visiting Professor of Service Excellence at Campbellsville University • is the recipient of the Customer Experience Professional Association's – Impact on the Customer Experience Profession award • is a Certified Customer Experience Professional (CCXP) • has been inducted into the Customer Experience Hall of Fame • has been named one of the Top 5 Customer Experience thought leaders for six consecutive years by Global Gurus • is on the founders' council of CustomerExperienceOne • has served on the editorial board member for the Beryl Institute's Patient Experience Journal • won the Asian Brand Excellence Award • holds the Certified Speaking Professional (CFP) designation from the National Speakers Association • is a member of the Authors Guild He received his master's and doctorate from the University of Southern California. Having journeyed with a close family member through a six-year battle with breast cancer, Dr. Michelli is committed to social causes associated with curing cancer and abating world hunger.

Stacy Palmer, Senior Vice President and COO of The Beryl Institute, joins Steven Peltzman, CEO of FeedbackNow, to explore how their innovative feedback devices are transforming the healthcare experience. Tune in as Peltzman discusses the profound impact of empowering patients with a sense of control in situations that often feel beyond their grasp.

A Dynamic Chat With Beryl Institute's Jason Wolf Jared welcomes Jason Wolf, Founder of the Beryl Institute, a luminary in the patient experience field, and recent author of Transforming the Future of Healthcare. Pay attention to what Jason has to say about the current and future state of the patient experience, and the aspects of consumer experience that have been instrumental in pushing the industry forward as he looks back at 15 years of the Beryl Institute.  All that, plus the Flava of the Week about four major health systems forming Longitude Health. Is it like a rock supergroup, a Power 4 conference, or neither, and what can we deduce from the limited information available so far? Find all of our network podcasts on your favorite podcast platforms and be sure to subscribe and like us. Learn more at www.healthcarenowradio.com/listen/

Stacy Palmer, Senior Vice President & COO of The Beryl Institute, sits down with Pattie Cuen, Senior Vice President of Jarrard Inc., to discuss a recent consumer survey about public values in healthcare experience. Listen in as Cuen shares key insights and emphasizes the importance of seeing the bigger picture of experience by focusing on multiple factors simultaneously.

Marcelo Alvarenga, CEO of ConectaEXP Brazil, joins Jason Wolf, CEO & President of The Beryl Institute to discuss his passion for education in the healthcare experience space in Brazil. Listen in as Alvarenga describes the innovative efforts he has helped lead that have inspired Brazilian healthcare institutions to commit to a focus on human-centered care.

Patient  Experience Week provides an opportunity to celebrate those who have made a positive impact on patient experience, in this episode, we shine a spotlight on Nicole Cable.Fanatical about process improvement, Nicole delves into her own experiences as a patient and the importance of finding a trusted care provider, even if that requires driving three counties over! She also shares what she thinks is going to be revolutionary in the patient experience movement.Key Moments:00:00 – Introductions01:05 – Nicole Cable introduces herself and shares her passions and a promise she made herself and mother.04:45 – Nicole shares how her own healthcare experience has grounded and honed her professional career. Sometimes words can be a patient's catalyst.15:18 – Marcus asks what are some key elements in patient experience.20:30 – Nicole talks about witnessing compassion and being there for her mother.24:15 – Marcus and Nicole talk about leadership and exciting trends in Nicole's work.31:18 – Rapid-fire questions! Nicole wants to leave us with, “Words create worlds. Speak well.”38:07 – Thank yous and goodbyes! Resources for you: More communication tips and resources for how to cultivate compassion: https://marcusengel.com/freeresources/Connect with Marcus on LinkedIn: https://www.linkedin.com/in/marcusengel/Connect with Nicole Cable on LinkedIn: https://www.linkedin.com/in/nicolelcable/Learn more about Ignite Human Experience: https://www.ignitehx.comLearn more about Marcus' Books: https://marcusengel.com/store/Subscribe to our podcast through Apple: https://bit.ly/MarcusEngelPodcastSubscribe to our podcast through YouTube: https://bit.ly/Youtube-MarcusEngelPodcast More About Nicole Cable, CPXP, MHS, LSSBB:Nicole Cable brings a wealth of executive experience to the forefront, having held prominent roles such as Chief Experience Officer at CareMax and InnovaCare Health, Corporate Director of Patient Experience Programs for ChenMed Family of Companies, and Director of Patient Experience at the University of Maryland Medical Center & Capital Region. Currently collaborating with Lifestyle Medical, she focuses on empowering individuals to embrace healthier lifestyles, fostering health and joy.Her leadership has not gone unnoticed. Her achievements include being named one of the Women We Admire Top 50 Women Leaders in Wellness & Fitness and being honored as one of South Florida Business Journal's Influential Business Women of 2023. She has also been recognized as a top 20 CX Leader to Watch and included in the inaugural Global Power List by the CX Network. Nicole's expertise is highly regarded and frequently sought after as a speaker at events globally.Her commitment to advancing the healthcare experience extends beyond her professional roles. She serves on the Strategic Advisory and Patient Experience Policy Boards for The Beryl Institute, a global community dedicated to elevating the human experience in healthcare. Additionally, she contributes as an Advisory Board Member of the Society for Health Systems, an organization focused on healthcare engineering and performance improvement.Date: 4/29/2024 Name of show: Compassion & Courage: Conversations in Healthcare Episode number and title: Episode 142.5 – The Importance of Patient Experience - Nicole Cable, CPXP, MHS, LSSBB

Listen to The Beryl Institute's inaugural live podcast recorded at ELEVATE PX. Sven Gierlinger, Chief Experience Officer at Northwell Health and the 2024 recipient of the Wendy Leebov Championing Experience Award, sat down with Jason Wolf to reflect on his experience journey from hospitality to healthcare. Gierlinger shares how his health system is navigating the healthcare landscape post-pandemic.

Dr. Joseph Michelli breaks down the most impactful ways to optimize the customer experience in your business.WANT THE FULL EPISODE? Check out yesterday's episode, Ep.92 I Dr. Joseph Michelli I Deciding to Optimize Customer Experience, or download it using this link. KEY TOPICS Building resources as you make bold decisions.Becoming genuinely interested in your customers.Why personalization isn't the single solution for improving client experience.What you want your business to be known for.Empowering your employees.What your customers are seeking from you. CONNECT WITH USwww.decidedlypodcast.com Join us on Instagram: @decidedlypodcast Join us on FacebookShawn's Instagram: @shawn_d_smith Sanger's Instagram: @sangersmith MAKING A FINANCIAL DECISION?At Decidedly Wealth Management, we focus on decision-making as the foundational element of success, in our effort to empower families to purposefully apply their wealth to fulfill their values and build a thriving legacy. LEARN MOREwww.decidedlywealth.comSUBSCRIBE TO OUR WEEKLY DECISION-MAKING TIP EMAIL Join us every Wednesday for more strategies to DEFEAT bad decision-making - one episode at a time! CONNECT WITH DR. JOSEPH MICHELLIWebsite: https://www.josephmichelli.com/ Books: https://www.josephmichelli.com/bestsellers/ Podcast: https://open.spotify.com/show/2H8Rz1uCMu9giW70vYMERo Blog: https://www.josephmichelli.com/blog/ Instagram: @josephmichelli Facebook: https://www.facebook.com/TheMichelliExperience Twitter: @josephmichelli LinkedIn: https://www.linkedin.com/in/josephmichelli/ Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives. Dr. Michelli is a Wall Street Journal, USA Today, Publishers Weekly, Nielson BookScan, and New York Times #1 bestselling author. His latest book is Stronger Through Adversity: World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges. Joseph's other titles include The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, Leading The Starbucks Way: 5 Principles for Connecting with Your Customer, Your Products, and Your People, The Zappos Experience: 5 Principles to Inspire Engage and WOW, Prescription for Excellence: Leadership Lessons for Creating a World-Class Customer Experience from UCLA Health System, The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary, The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company, and When Fish Fly: Lessons for Creating a Vital and Energized Workplace which was co-authored with the owner of the "World-Famous" Pike Place Fish Market in Seattle. Joseph holds the Certified Speaking Professional designation from the National Speakers Association (NSA). He is a member of the Authors Guild, an editorial board member for the Beryl Institute's Patient Experience Journal (PXJ) and is on the founders' council of CustomerExperienceOne. Other achievements include winning the Asian Brand Excellence Award and being named one of the Top 10 thought leaders in Customer Service by Global Gurus. He received his master's and doctorate from the University of Southern California. Having journeyed with a close family member through a six-year battle with breast cancer, Dr. Michelli is committed to social causes associated with curing cancer and abating world hunger.

Dr. Joseph Michelli breaks down the most impactful ways to optimize the customer experience in your business. KEY TOPICS Building resources as you make bold decisions.Becoming genuinely interested in your customers.Why personalization isn't the single solution for improving client experience.What you want your business to be known for.Empowering your employees.What your customers are seeking from you.DON'T HAVE TIME FOR THE FULL EPISODE? Check out the 6-minute highlight clip, Ep.92 HIGHLIGHT I Providing your team freedom within boundaries. You can download it directly using this link. CONNECT WITH USwww.decidedlypodcast.com Join us on Instagram: @decidedlypodcast Join us on FacebookShawn's Instagram: @shawn_d_smith Sanger's Instagram: @sangersmith MAKING A FINANCIAL DECISION?At Decidedly Wealth Management, we focus on decision-making as the foundational element of success, in our effort to empower families to purposefully apply their wealth to fulfill their values and build a thriving legacy. LEARN MOREwww.decidedlywealth.comSUBSCRIBE TO OUR WEEKLY DECISION-MAKING TIP EMAIL Join us every Wednesday for more strategies to DEFEAT bad decision-making - one episode at a time! CONNECT WITH DR. JOSEPH MICHELLIWebsite: https://www.josephmichelli.com/ Books: https://www.josephmichelli.com/bestsellers/ Podcast: https://open.spotify.com/show/2H8Rz1uCMu9giW70vYMERo Blog: https://www.josephmichelli.com/blog/ Instagram: @josephmichelli Facebook: https://www.facebook.com/TheMichelliExperience Twitter: @josephmichelli LinkedIn: https://www.linkedin.com/in/josephmichelli/ Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives. Dr. Michelli is a Wall Street Journal, USA Today, Publishers Weekly, Nielson BookScan, and New York Times #1 bestselling author. His latest book is Stronger Through Adversity: World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges. Joseph's other titles include The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, Leading The Starbucks Way: 5 Principles for Connecting with Your Customer, Your Products, and Your People, The Zappos Experience: 5 Principles to Inspire Engage and WOW, Prescription for Excellence: Leadership Lessons for Creating a World-Class Customer Experience from UCLA Health System, The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary, The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company, and When Fish Fly: Lessons for Creating a Vital and Energized Workplace which was co-authored with the owner of the "World-Famous" Pike Place Fish Market in Seattle. Joseph holds the Certified Speaking Professional designation from the National Speakers Association (NSA). He is a member of the Authors Guild, an editorial board member for the Beryl Institute's Patient Experience Journal (PXJ) and is on the founders' council of CustomerExperienceOne. Other achievements include winning the Asian Brand Excellence Award and being named one of the Top 10 thought leaders in Customer Service by Global Gurus. He received his master's and doctorate from the University of Southern California. Having journeyed with a close family member through a six-year battle with breast cancer, Dr. Michelli is committed to social causes associated with curing cancer and abating world hunger.

For this super special one-year anniversary episode, Marcus sits down with Jason Wolf, Ph.D., CPXP to talk compassion, patient experience and how the two cross and mingle. Jason shares a fundamental experience in his early life that guided his work in Patient Experience and the two discuss what CPXP stands for and what CPXPs actually do. For this special episode, Marcus shares the wisdom and insight of Jason Wolf's thought leadership in the realms of Patient Experience and how PX differs from just being kind. If you've ever complained about the state of healthcare in America, listen in to get a perspective on the human side of healthcare.   Key topics:00:00 – Introduction01:31 – Jason talks about his career path and The Beryl Institute.04:29 – The two talk about the transition to a Patient Experience focused healthcare and how important that is for everyone.11:18 – Marcus asks where Jason thinks about the future of Patient Experience.14:38 – Marcus poses questions to Jason about presence and compassion in his life. 24:07 – Marcus asks his rapid-fire questions. Jason wants you to know that… You should care for each other. 30:20 – Thank you and conclusions!  Resources for you: Connect with Marcus on LinkedIn: https://www.linkedin.com/in/marcusengel/Connect with Jason on LinkedIn: https://www.linkedin.com/in/jasonwolf/Learn More About The Beryl Institute: https://www.theberylinstitute.orgYou Can Follow Everyone on Twitter: @Berylinstitute @jasonawolf Subscribe to the Compassion & Courage podcast through Apple: https://bit.ly/MarcusEngelPodcast More About Jason Wolf, Ph.D, CPXP:Jason is a passionate champion and recognized expert on patient experience improvement, organization culture and change and sustaining high performance in healthcare. Jason has led the growth of The Beryl Institute into the leading global community of practice and thought leader on improving the patient experience, establishing the framework for the emerging profession of patient experience. Jason is the Founding Editor of the Patient Experience Journal, the first open-access, peer-reviewed journal committed to research and practice in patient experience improvement. He also established and currently serves as President of Patient Experience Institute, an independent, non-profit, committed to the improvement of patient experience through evidence-based research, continuing education and professional certification. Jason is a sought-after speaker, provocative commentator and respected author of numerous publications and academic articles on culture, organizational change and performance in healthcare, including two books on Organization Development in Healthcare and over 50 white papers and articles on patient experience excellence and improvement. Jason also received the American College of Healthcare Executives (ACHE) 2018 Dean Conley Award for his article "Patient Experience: The New Heart of Healthcare Leadership," published in the spring 2017 issue of Frontiers of Health Services Management.  A recovering marathoner – having run seven – Jason's proudest "accomplishment” remains his family. He currently resides in Nashville, TN with his wife, Beth, and sons, Samuel and Ian. Date: 09/19/2022Name of show: Compassion & Courage: Conversations in HealthcareEpisode title and number: Episode 68 – Jason Wolf - Why Patient Experience Is Based in Compassion

Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives. Joseph holds the Certified Speaking Professional designation from the National Speakers Association (NSA). He is a member of the Authors Guild, an editorial board member for the Beryl Institute's Patient Experience Journal (PXJ) and is on the founders' council of CustomerExperienceOne. Other achievements include winning the Asian Brand Excellence Award and being named as one of the Top 10 thought leaders in Customer Service by Global Gurus. He received his master's and doctorate from the University of Southern California.

Paul Spiegelman is the co-founder of the Small Giants Community, a peer-group of purpose-driven business leaders. He is the former chief culture officer of Stericycle, the co-founder and former CEO of BerylHealth and the founder and chairman of The Beryl Institute. Paul is a New York Times best-selling author and has been honored with the Ernst & Young Entrepreneur of the Year award. Key Insights: 00:00 Introduction 00:50 Paul's entrepreneurial story 05:05 Building a business 08:50 Meaningful growth 13:40 How much do you care 17:39 People first 21:40 Commitment to values 27:44 Working with Jake and Gino 29:40 Benefits of being a Small Giant 35:35 Finding your reason 39:16 Shor-termism hurts 43:30 Keep reading 45:15 Wrap up Check out Paul's website: https://paulspiegelman.com/ In real estate, your network is your net worth, attend our Live Events and network with the fellow investors and professionals: https://jakeandgino.com/live-events/ About Jake & Gino Jake & Gino are multifamily investors, operators, and mentors who have created a vertically integrated real estate company that controls over $175,000,000 in assets under management. They have created the Jake & Gino community to teach others their three-step framework: Buy Right, Finance Right and Manage Right®, and to become multifamily entrepreneurs. Subscribe to this channel: https://ytube.io/3McA Sign up for free training: https://jakeandgino.mykajabi.com/freetraining The resources you need to succeed at every level of apartment investing: https://jakeandgino.com/resources/

Joining us for this week's installment of our podcast is Barry Fleming from the Healthcare Experience Foundation (HXF) Team. We discuss takeaways, inspiring stories about elevating the patient experience, and more from The Beryl Institute ELEVATE PX 2022 Conference. This event took place late last month in Indianapolis.  Learn more: https://healthcareexperience.org/elevate-px-2022/ 

HFMA President and CEO Joe Fifer interviews Jason Wolf, president and CEO of The Beryl Institute and a speaker at HFMA's upcoming Revenue Cycle Conference, about the importance of remembering the "human experience" in all aspects of healthcare.   Mentioned in this episode: The role of revenue cycle in elevating the human experience in healthcare

Segundo o Beryl Institute, referência global sobre o tema, a experiência do paciente pode ser definida como “todas as interações, moldadas pela cultura da organização, que influenciam a percepção do paciente por meio da continuidade do cuidado.” Neste episódio falo mais sobre o tema.

Have any of your colleageus offerd you diet advice during a Zoom call? Has anyone ever told you you might dissapear if you turned sideways? Tanya and Sick Girl Speaks ask "why are we talking about my body at work?" In this week's episode, you'll learn if size really does matter. 

Nikki Montgomery is the executive director of Madvocator Educational & Healthcare Advocacy Training and the author of the Super Safe Kids patient safety book series. Nikki is a patient advocate, a former hospital Board member, and the past president of the Patient and Family Partnership Council at University Hospitals Rainbow Babies & Children's Hospital in Cleveland, Ohio. She is also the project coordinator for The Beryl Institute's Patient Experience Policy Forum (PXPF) and serves on the Global Patient and Family Advisory Board. As the parent of a child with complex medical needs, and a person with chronic health issues of her own, Nikki has spent lots of time in healthcare settings and is interested in improving equity, engagement and communication with patients. Her paper in the Journal of Health Design is here: https://www.journalofhealthdesign.com/JHD/article/view/136

This week Quint talks with Jason Wolf, PhD, CPXP, from The Beryl Institute, an organization committed to elevating the human experience in healthcare through research and the sharing of best practices. They focus on patients and families, as well as those who work in healthcare and the communities they serve. In this episode, Jason shares with Quint the latest research from the Institute around understanding the human experience in healthcare. He reveals which ideas gained strength during the pandemic, as well as upcoming trends, including the growing acknowledgment of patients as consumers, a bigger spotlight on the healthcare workforce, healthcare inequities and disparities, the importance of communities, and how all these things impact the human experience in healthcare. In May, Jason will be presenting at The Gratitude Symposium, a free month-long series of online presentations from 45 well-known experts meant to thank, teach, and inspire those in healthcare. His session is entitled “To Care Is Human: Elevating the Human Experience in Healthcare and Beyond.” All you have to do is register to view the material, and you can watch the videos on your schedule. Information on how to register can be found at www.thegratitudesymposium.com/. To make it easy to register your entire workforce or student body, please contact Nicole Webb Bodie at Nicole@QuintStuder.com or 850-748-2027.  To Care Is Human: Elevating the Human Experience in Healthcare and Beyond In this talk, Jason Wolf discusses how healthcare at its heart is built on a simple premise: We are human beings caring for human beings. This idea is grounded in the reality that both those who seek care and those who provide it agree that what matters most is the relationships they build through listening and communicating clearly, teamwork, and respect. The evidence shows that with a commitment to caring and to the human experience provided in every healthcare encounter, healthcare organizations can and will achieve the quality and financial results desired and the loyalty they seek. In the end, the humanity on which healthcare is built may be its greatest key to success.Resources: Consumer Perspectives on Patient Experience 2021This report is a follow-up to The Beryl Institute's 2018 study, Consumer Perspectives on Patient Experience 2021 reveals the qualities healthcare consumers look for in a healthcare experience remains much the same, even during a global pandemic. The data also provides a clear call to action. In order for healthcare providers to remain viable and competitive long-term, they must reinforce their efforts to deliver an exceptional experience and focus on being genuinely patient/consumer-centered.

Vishal Bhalla is the VP and Chief Experience Officer at Parkland Hospital. He is a sought-after thought leader for his unique approach to patient, physician and team member experience, and an HR professional with a solid operations background.Vishal and Chris get deep by sharing past life experiences that led them to question and identify their life purpose, recognizing the difference between work and fulfillment, and understanding the value of compassion for oneself and others to be a virtuous leader.Vishal completed his Master of Business Administration from the Massachusetts Institute of Technology (MIT) along with a Healthcare Certificate from the joint Harvard-MIT Healthcare Innovation Initiative. He is certified in Diversity & Inclusion from Cornell and a Senior Professional in Human Resources (SPHR). Vishal is also a member of Press Ganey's Patient Experience Regulatory Advisory Council, on the Advisory Board of HR Exchange Network and Editorial board of Beryl Institute's “Patient Experience Journal,” and serves on the Dallas Fort Worth Hospital Council and the Patient Experience Board of The Beryl Institute.

Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives. Dr. Michelli is a Wall Street Journal, USA Today, Publishers Weekly, Nielsen BookScan, and New York Times #1 bestselling author. His latest book is Stronger Through Adversity: World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges. Joseph's other titles include The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging; Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way; Leading The Starbucks Way: 5 Principles for Connecting with Your Customer, Your Products, and Your People; The Zappos Experience: 5 Principles to Inspire Engage and WOW; Prescription for Excellence: Leadership Lessons for Creating a World-Class Customer Experience from UCLA Health System; The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary; The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company; and When Fish Fly: Lessons for Creating a Vital and Energized Workplace which was co-authored with the owner of the “World-Famous” Pike Place Fish Market in Seattle. Dr. Michelli holds the Certified Speaking Professional designation from the National Speakers Association (NSA). He is a member of the Authors Guild, an editorial board member for the Beryl Institute's Patient Experience Journal (PXJ), and is on the founders' council of CustomerExperienceOne. Other achievements include winning the Asian Brand Excellence Award and being named as one of the Top 10 thought leaders in Customer Service by Global Gurus. He received his master's and a doctorate from the University of Southern California. Having journeyed with a close family member through a six-year battle with breast cancer, Dr. Michelli is committed to social causes associated with curing cancer and abating world hunger. What you'll learn about in this episode: How Dr. Michelli created for himself an opportunity to break out of working in the corporate world and become an independent consultant Why one of the fundamental keys to getting out of a corporate job and working for yourself is understanding the process of serving customers in a profitable way Why it is important to create an experience that encourages your customers to stay with you for the long haul What actionable steps Dr. Michelli recommends to anyone who wants to navigate difficult challenges, and why asking “what if” can be a powerful tool Why it is important to find a mentor or coach you can trust and then stick with them, building a fruitful relationship and learning everything you can Why it is important to make rock-solid promises you can deliver on, and how the Ritz-Carlton Hotel in Dubai can teach an important lesson on overvaluing customers How Dr. Michelli realized the important lesson that he doesn't need to know everything or always have an answer Why empathy is a powerful skill to develop to help you better understand the journey your customers experience working with you How to deal with Imposter Syndrome and accept your flaws and still recognize the value that you offer others Resources: Website: www.josephmichelli.com Facebook: www.facebook.com/TheMichelliExperience LinkedIn: www.linkedin.com/in/josephmichelli/ LinkedIn: www.linkedin.com/company/the-michelli-experience/about/ Twitter: @josephmichelli Additional resources: Real Estate on Your Terms by Chris Prefontaine SmartRealEstateCoachPodcast.com/webinar SmartRealEstateCoachPodcast.com/ebook SmartRealEstateCoach.com/QLS Smart Real Estate Coach Podcast Sponsor: Paul G. Dion CPA, CTC  

Patient caregiver activist, Nikki Montgomery, brings voices to healthcare Board of Directors for safety, access, and equity. Orientation, dashboards, mentorship Blog subscribers: Listen to the podcast here. Scroll down through show notes to read the post. Subscribe to Health Hats, the Podcast, on your favorite podcast player Please support my podcast. CONTRIBUTE HERE Episode Notes Prefer to read, experience impaired hearing or deafness? Find FULL TRANSCRIPT at the end of the other show notes or download the printable transcript here Contents with Time-Stamped Headings to listen where you want to listen or read where you want to read (heading. time on podcast xx:xx. page # on the transcript) Proem 00:54. 1 Introducing Nikki Montgomery 01:33. 1 Patient-caregiver member on Board 04:43. 2 Story collector 08:29. 3 Keeping fingers on the pulse of an organization 11:21. 4 Building coalitions on a board 14:54. 4 Begin the board relationship 16:42. 5 Recognizing success 20:07. 6 Continual safety and equity 24:18. 7 Sustaining the gains and then some 25:32. 7 Leveraging privilege 26:57. 8 Reflection 30:28  8 Please comments and ask questions at the comment section at the bottom of the show notes on LinkedIn via email DM on Instagram or Twitter to @healthhats Credits Music by permission from Joey van Leeuwen, Boston Drummer, Composer, Arranger Sponsored by Abridge Web/social media coach, Kayla Nelson Thanks to these fine people who inspired me for this episode: Hala Durrah, Dr. Knitasha Washington, Desiree Collins Bradley, Fateemah Idia, Diane Gould, Dick Argys, Jan Oldenburg, Kara Ayers, Lynda Mitchell, Ellen Schultz, Libby Hoy, Michelle Horvath Links Nikki Montgomery Executive Director, Madvocator Educational & Healthcare Advocacy Training Author, Super Safe Kids patient safety book series Patient advocate, hospital board member, and the past president of the Patient and Family Partnership Council at University Hospitals' Rainbow Babies & Children's Hospital in Cleveland, Ohio. Project coordinator for The Beryl Institute's Patient Experience Policy Forum (PXPF) and serves on the Global Patient and Family Advisory Board American Institutes for Research and ATW Health Solutions Recommendation Fateemah Idia's, Thriving with Sickle Cell Related podcasts and blogs https://health-hats.com/zen_relationshipcentered_measure/   https://health-hats.com/leadership-the-gift-that-keeps-on-giving/ https://health-hats.com/teachable-spirit-patient-family-advisors/ About the Show Welcome to Health Hats, learning on the journey toward best health. I am Danny van Leeuwen, a two-legged, old, cisgender, white man with privilege, living in a food oasis, who can afford many hats and knows a little about a lot of healthcare and a lot about very little. Most people wear hats one at a time, but I wear them all at once. We will listen and learn about what it takes to adjust to life's realities in the awesome circus of healthcare. Let's make some sense of all this. To subscribe go to https://health-hats.com/ Creative Commons Licensing The material found on this website created by me is Open Source and licensed under Creative Commons Attribution. Anyone may use the material (written, audio, or video) freely at no charge. Please cite the source as: ‘From Danny van Leeuwen, Health Hats. (including the link to my website). I welcome edits and improvements. Please let me know. danny@health-hats.com. The material on this site created by others is theirs and use follows their guidelines. The Show Proem As you know, I'm on the Board of Governors for PCORI (Patient-Centered Outcomes Research Institute). The view, the possibilities, and the levers of power are different in a Board seat than in an advisory, leader, or staff seat. I'm gaining my sea legs, building trust, relationships, and learning about strategy,

Patient caregiver activist, Nikki Montgomery, brings voices to healthcare Board of Directors for safety, access, and equity. Orientation, dashboards, mentorship Blog subscribers: Listen to the podcast here. Scroll down through show notes to read the post. Subscribe to Health Hats, the Podcast, on your favorite podcast player Please support my podcast. CONTRIBUTE HERE Episode Notes Prefer to read, experience impaired hearing or deafness? Find FULL TRANSCRIPT at the end of the other show notes or download the printable transcript here Contents with Time-Stamped Headings to listen where you want to listen or read where you want to read (heading. time on podcast xx:xx. page # on the transcript) Please comments and ask questions at the comment section at the bottom of the show notes on LinkedIn via email DM on Instagram or Twitter to @healthhats Credits Music by permission from Joey van Leeuwen, Boston Drummer, Composer, Arranger Sponsored by Abridge Web/social media coach, Kayla Nelson Thanks to these fine people who inspired me for this episode: Hala Durrah, Dr. Knitasha Washington, Desiree Collins Bradley, Fateemah Idia, Diane Gould, Dick Argys, Jan Oldenburg, Kara Ayers, Lynda Mitchell, Ellen Schultz, Libby Hoy, Michelle Horvath Links Nikki Montgomery Executive Director, Madvocator Educational & Healthcare Advocacy Training Author, Super Safe Kids patient safety book series Patient advocate, hospital board member, and the past president of the Patient and Family Partnership Council at University Hospitals’ Rainbow Babies & Children’s Hospital in Cleveland, Ohio. Project coordinator for The Beryl Institute’s Patient Experience Policy Forum (PXPF) and serves on the Global Patient and Family Advisory Board American Institutes for Research and ATW Health Solutions Recommendation Fateemah Idia's, Thriving with Sickle Cell Related podcasts and blogs https://www.health-hats.com/zen_relationshipcentered_measure/   https://www.health-hats.com/leadership-the-gift-that-keeps-on-giving/ https://www.health-hats.com/teachable-spirit-patient-family-advisors/ About the Show Welcome to Health Hats, learning on the journey toward best health. I am Danny van Leeuwen, a two-legged, old, cisgender, white man with privilege, living in a food oasis, who can afford many hats and knows a little about a lot of healthcare and a lot about very little. Most people wear hats one at a time, but I wear them all at once. We will listen and learn about what it takes to adjust to life's realities in the awesome circus of healthcare. Let's make some sense of all this. To subscribe go to https://www.health-hats.com/ Creative Commons Licensing The material found on this website created by me is Open Source and licensed under Creative Commons Attribution. Anyone may use the material (written, audio, or video) freely at no charge. Please cite the source as: ‘From Danny van Leeuwen, Health Hats. (including the link to my website). I welcome edits and improvements. Please let me know. danny@health-hats.com. The material on this site created by others is theirs and use follows their guidelines. The Show Proem As you know, I’m on the Board of Governors for PCORI (Patient-Centered Outcomes Research Institute). The view, the possibilities, and the levers of power are different in a Board seat than in an advisory, leader, or staff seat. I’m gaining my sea legs, building trust, relationships, and learning about strategy, dashboards, and figuring out how to best support staff and leadership from my perch. Introducing Nikki Montgomery I met Nikki Montgomery a couple of months ago when Dr. Knitasha Washington and Desiree Collins Bradley, and Hala Durrah interviewed us together about the practice of equitable, patient-centered measurement.  A collaborative partnership had been formed between the American Institutes for Research and ATW Health Solutions to exam...

Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives.Dr. Michelli is a Wall Street Journal, USA Today, Publishers Weekly, Nielson BookScan, and New York Times #1 bestselling author. His latest book is Stronger Through Adversity: World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges. Joseph’s other titles include The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way,Leading The Starbucks Way: 5 Principles for Connecting with Your Customer, Your Products, and Your People, The Zappos Experience: 5 Principles to Inspire Engage and WOW, Prescription for Excellence: Leadership Lessons for Creating a World-Class Customer Experience from UCLA Health System, The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary, The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company, and When Fish Fly: Lessons for Creating a Vital and Energized Workplace which was co-authored with the owner of the "World-Famous" Pike Place Fish Market in Seattle.Joseph holds the Certified Speaking Professional designation from the National Speakers Association (NSA). He is a member of the Authors Guild, an editorial board member for the Beryl Institute's Patient Experience Journal (PXJ), and is on the founders' council of CustomerExperienceOne. Other achievements include winning the Asian Brand Excellence Award and being named as one of the Top 10 thought leaders in Customer Service by Global Gurus. He received his master's and doctorate from the University of Southern California.Having journeyed with a close family member through a six-year battle with breast cancer, Dr. Michelli is committed to social causes associated with curing cancer and abating world hunger. Follow cityCURRENT: www.cityCURRENT.newsFollow Dr. Joseph Michelli online: https://www.josephmichelli.com/Order Dr. Michelli's latest book, Stronger Through Adversity: World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges: https://amzn.to/2IxQHaZ

Elevating the Patient Experience with Jason WolfWelcome to Difficult Conversations with Dr. Anthony Orsini. Do you want to feel more optimistic about healthcare? Well, today is the day because on this episode, my special guest is Jason Wolf, a passionate champion and recognized expert on patient experience. As President of the Beryl Institute, he has led the growth of the organization into the leading global community of practice and thought leadership on improving the patient experience. Jason is also the founding editor of the Patient Experience Journal and serves as President of the Patient Experience Institute. Jason is a sought after speaker, provocative commentator, and respected author of numerous publications, including two books on organization development in healthcare, and over 25 white papers on Patient Experience Improvement. As always, Dr. Orsini keeps his promise about two things, that you will feel inspired, and you will have learned valuable lessons to be a better and more compassionate communicator. Jason tells us about himself and his personal journey. Dr. Orsini and Jason discuss how patient experience is in front of medicine right now. Jason talks about why the patient is so different than they were ten years ago, and he shares a great story about his grandfather who was a pediatrician. We hear a little story from Dr. Orsini about a doctor that he was very close too and was a mentor. Jason describes patient experience and how important communication is to success. Dr. Orsini asks Jason why executives keep putting patient experience as a top priority but many haven’t provided the proper resources needed. Jason tells us that until we do what we need to do to match that disconnect we’re going to consistently be at risk in healthcare of not meeting the ultimate needs of our patients and families. Jason explains why “Patient experience shouldn’t be a thing to do” Jason explains how COVID affected us and he points out that it has shown us what is possible in a moment of dire need and the highest level of exhaustion in healthcare. We end with Dr. Orsini sharing a touching story of patient experience with a friend of his and Jason mentions that humanity is so essential to medicine and so essential to healthcare and so prevalent. IHost: Dr. Anthony OrsiniGuest:Jason WolfSponsor:The Finley ProjectFor More Information:The Orsini WayThe Orsini Way-FacebookThe Orsini Way-LinkedinThe Orsini Way-InstagramThe Orsini Way-TwitterIt’s All In The Delivery: Improving Healthcare Starting With A Single Conversation by Dr. Anthony OrsiniResources Mentioned:Jason Wolf TwitterJason Wolf LinkedinJason Wolf WebsitePatient Experience Journal-Jason A. Wolf PhD, CPXPPatient Experience InstituteThe Beryl InstituteThe Beryl Institute TwitterThe Beryl Institute White Papers

Evergreen issues with affordability and quality of care have become even more apparent in light of the coronavirus pandemic. Jason Wolf, president and chief executive officer of The Beryl Institute, shares how the pandemic has shaped patient experience, both financially and clinically, and how healthcare organizations can build on industry successes in patient experience. Thanks to our sponsor: The digital patient experience is becoming more critical to your organization’s success. Change Healthcare can help you provide the digital self-serve solutions that help you acquire new patients, collect more revenue, and deliver a touchless patient intake experience for the safety of your patients and team members. For more information, call 1-866-817-3813 today and ask how Change Healthcare’s digital patient experience solutions can help you meet the demands of price transparency and consumerism.

Medicine, like it seems everything else, is undergoing an experiential transformation. The movement toward redefining healthcare in terms of patient experiences is not necessarily new. While it might not ebe new, it still is evolving. Not only our understanding of patient experiences, but the broadening out of that into provider experiences as well. As we have turned our attention to frontline heroes in healthcare, the question arises of to what extent does an emphasis on patient experience potentially negatively impact provider experience. To explore the question of healthcare experience, we welcome Dr. Justin Bright to the ExD studios. Dr. Bright is a real doctor, unlike Adam and me. He is an ER doctor at Henry Ford Health Systems in Detroit, my hometown. I heard Justin speak at a Patient Experience online conference, and knew he had to be on ExD. He also is the Assistant Medical Director for Patient Experience at Henry Ford Emergency Medicine, and Co-Chair of the Physicians Council at the Beryl Institute. We talk about understanding provider perspectives in delivering patient experiences, comparing famous television doctors like Doc Martin versus Doc McStuffins, how to innovate in regulated spaces, whether patients are customers, and ER medicine in a pandemic. 

Host Jeremy C. Park talks with Dr. Joseph Michelli, who highlights his new book, "Stronger Through Adversity," which is available for pre-sale now through mid-December 2020. The book is the synthesis of conversations Dr. Michelli conducted throughout the pandemic with more than 140 CEOs and senior leaders from nonprofits, public safety organizations, and global brands like Starbucks, Lexus, Airbnb, Barron's, Godiva, Salesforce, and PwC. It offers insight on leadership, self-care, how to effectively manage uncertainty, the art of transparent and authentic communication, and much more. A portion of the book's royalties is also going to Direct Relief, an international organization providing food and supplies to those most affected by the virus.About Dr. Michelli: Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives. Dr. Michelli is a Wall Street Journal, USA Today, Publishers Weekly, Nielson BookScan, and New York Times #1 bestselling author. His latest book is The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging. Joseph's other titles include Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, Leading The Starbucks Way: 5 Principles for Connecting with Your Customer, Your Products, and Your People, The Zappos Experience: 5 Principles to Inspire Engage and WOW, Prescription for Excellence: Leadership Lessons for Creating a World-Class Customer Experience from UCLA Health System, The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary, The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company, and When Fish Fly: Lessons for Creating a Vital and Energized Workplace which was co-authored with the owner of the "World-Famous" Pike Place Fish Market in Seattle.Joseph holds the Certified Speaking Professional designation from the National Speakers Association (NSA). He is a member of the Authors Guild, an editorial board member for the Beryl Institute's Patient Experience Journal (PXJ), and is on the founders' council of CustomerExperienceOne. Other achievements include winning the Asian Brand Excellence Award and being named as one of the Top 10 thought leaders in Customer Service by Global Gurus. He received his master's and doctorate from the University of Southern California.Having journeyed with a close family member through a six-year battle with breast cancer, Dr. Michelli is committed to social causes associated with curing cancer and abating world hunger.Visit www.StrongerThroughAdversity.com  to learn more and pre-order your book.

Priya Mishra has a chat with Dr. Joseph Michelli on customer psychology, customer expectations and how current technology helps improve the customer experience . Other topics covered are, the value proposition of emerging corporate leaderships in a post Covid-19 world, " The Michelli experience", customer engagements, expectations for a post covid scenario and much more.

The Patient Experience - Discovering the Best in Others with Diane RogersWelcome to the Difficult Conversations with Dr. Anthony Orsini. Today, my special guest is Diane Rogers, Founder and President of Contagious Change, LLC. She has a diverse background and a big heart. Both of which power a simple and focused mission: to inspire individuals and organizations to harness the strengths and magnificence of people. She is best known for her breakthrough programs for healthcare organizations, where she has been a trusted coach sought after for her ability to inspire strength-based leadership behaviors among medical professionals who want to optimize performance experience and engagement. Her first book, “Leading hArtfully: The Art of Leading Through Your Heart to Discover the Best in Others” is schedule to be released in October. Dr. Orsini keeps his promise about two things, that you will feel inspired, and you will have learned valuable lessons to be a better and more compassionate communicator. Diane tells us her story, her background, and how she started what she’s doing right now. Diane shares with us her technique on how she connects with a physician and anyone else in the coaching relationship. She mentions creating an intention and being confident. Dr. Orsini states that the difference between a basic manager and a real leader is bringing out the best in everybody. Diane talks about her book and an “AHA moment” after completing a corporate presentation that changed her life. She mentions that we really have to want to step into a space where we are choosing to discover, reflect, act differently, and be differently and that all takes work. Dr. Orsini explains Claude Silver’s concept about leadership and how that ties into patient experience. Diane tells a story from her book about a doctor she coached named Bob, who was great, except for one problem. Find out what that problem was. Dr. Orsini shares a story about how the impact of someone walking into a room can be so powerful and find out what Diane means by, “Access your superpower to make people uninvisible.” Dr. Orsini reveals something about himself that will make you say, “No way!” In closing, Diane talks about how she got involved with the Beryl Institute and the patient experience. If you enjoyed this podcast, please hit the subscribe button to find out more about what we do and how we teach communication. Go ahead and download this episode now! Host:Dr. Anthony Orsini Guest:Diane RogersFor More Information:The Orsini WayThe Orsini Way-FacebookThe Orsini Way-LinkedinThe Orsini Way-InstagramThe Orsini Way-TwitterIt’s All In The Delivery: Improving Healthcare Starting With A Single Conversation by Dr. Anthony OrsiniResources Mentioned:Contagious ChangeLeading hArtfully: The Art of Leading Through Your Heart to Discover the Best in Others by Diane RogersThe Empathy Effect by Helen Reiss, MDThe Orsini Way-“Leading with the Heart with Claude Silver of VaynerMedia”-Podcast: Episode 107The Beryl Institute

Cooper and Nicole continue their conversation with Tiffany Christensen, Vice President of Experience Innovation at The Beryl Institute, as she shares a personal story of dealing with kidney failure. The conversation shifts to being a patient during COVID-19.

Paul Spiegelman is the co-founder of the Small Giants Community and the co-owner of the Wine Gallery Laguna Beach. He is also the former chief culture officer of Stericycle and the founder of BerylHealth and The Beryl Institute. Paul is a New York Times best-selling author and has been honored with the Ernst & Young Entrepreneur of the Year award. Paul is a sought-after speaker and author on leadership, employee engagement, entrepreneurship, corporate culture, and customer relationships. He makes frequent radio and TV appearances and his views have been featured in the Wall Street Journal and Inc. Magazine. Paul practiced law for two years prior to founding BerylHealth. He holds a bachelor’s degree in history from UCLA and a law degree from Southwestern University. To learn more about Paul, please visit Connect with Paul Spieglemen Website: www.paulspiegelman.com LinkedIn: https://www.linkedin.com/in/paulspiegelman/ Twitter: @paulspiegelman Instagram: https://www.instagram.com/paulspiegelman/ Facebook: https://www.facebook.com/paulspiegelman Connect with Jon Dwoskin: Website: http://jondwoskin.com/ Twitter: @jdwoskin Facebook: https://www.facebook.com/jonathan.dwoskin Instagram: https://www.instagram.com/Thejondwoskinexperience/ LinkedIn: https://www.linkedin.com/in/jondwoskin/ Email: jon@jondwoskin.com    

Cooper and Nicole welcome back Tiffany Christensen, Vice President of Experience Innovation at The Beryl Institute, as she shares a personal story of dealing with kidney failure.

Allison Chrestensen, MPH, OTR, is a licensed occupational therapist with over 10 years of experience specializing in cancer rehabilitation. After earning her Masters of Public Health degree, Allison worked in healthcare quality improvement, leading large-scale projects for Medicaid waiver programs and conducting training programs for providers. Inspired by her own patient experience after a catastrophic cardiac event, she co-created a Patient/Family Engagement-focused workshop series that has empowered healthcare organizations around the country to build models for partnership with patients and families. She has served as an advisory board member for the Canadian Patient Safety Institute and the Institute for Patient and Family-Centered Care and is currently faculty for The Beryl Institute for Patient Experience. Allison has a special interest in medical humanities and has trained internationally in mindfulness and narrative medicine practices through the University of Rochester’s Mindful Practice Program. She serves as a faculty member for Duke University’s Reimagine Medicine program, which aims to improve provider wellbeing and patient-provider relationships through the exploration of arts & humanities in medical training. Allison’s consulting company, Tandem Healthcare Solutions, offers “Replenishing the Well” workshops and talks, which teach creative and contemplative practices to help healthcare practitioners cultivate joy in work and reduce emotional distress.On the episode, Allison talks about burnout and compassion fatigue and shares resources to help occupational therapy practitioners and other healthcare providers combat issues related to these conditions. For more information including resources mentioned on the show, visit the website www.ontheair.us

Allison Chrestensen, MPH, OTR, is a licensed occupational therapist with over 10 years of experience specializing in cancer rehabilitation. After earning her Masters of Public Health degree, Allison worked in healthcare quality improvement, leading large-scale projects for Medicaid waiver programs and conducting training programs for providers. Inspired by her own patient experience after a catastrophic cardiac event, she co-created a Patient/Family Engagement-focused workshop series that has empowered healthcare organizations around the country to build models for partnership with patients and families. She has served as an advisory board member for the Canadian Patient Safety Institute and the Institute for Patient and Family-Centered Care and is currently faculty for The Beryl Institute for Patient Experience. Allison has a special interest in medical humanities and has trained internationally in mindfulness and narrative medicine practices through the University of Rochester’s Mindful Practice Program. She serves as a faculty member for Duke University’s Reimagine Medicine program, which aims to improve provider wellbeing and patient-provider relationships through the exploration of arts & humanities in medical training. Allison’s consulting company, Tandem Healthcare Solutions, offers “Replenishing the Well” workshops and talks, which teach creative and contemplative practices to help healthcare practitioners cultivate joy in work and reduce emotional distress.On the episode, Allison talks about burnout and compassion fatigue and shares resources to help occupational therapy practitioners and other healthcare providers combat issues related to these conditions. For more information including resources mentioned on the show, visit the website www.ontheair.us

Inspired by the recent release of The Beryl Institute's 2019 State of Patient Experience Report, this encore podcast features Dr. David Zaas. The 2019 State of Patient Experience Report shows us how far we have come and Dr. Zass provides a vision for where we can go in the future.

Dr. Avi and Jason Wolf - President & CEO of The Beryl Institute, Founding Editor of Patient Experience Journal, and President of Patient Experience Institute, presented a discussion last June 19, 2019 on the Beryl Institute's definition of Patient Experience and the challenges that hinders us to attain it. Learn about sustainable strategies, financial incentives in a health organisation and how to improve the health system.

This week, I interviewed Tiffany Christensen, a nationally recognized public speaker and the author of three books exploring advocacy, end of life planning and partnership strategies in healthcare. Tiffany approaches her work from the perspective of a life-long CF/transplant patient and a professional patient advocate. Today, Tiffany is Vice President for Experience Innovation at the Beryl Institute, https://www.theberylinstitute.org. For a more detailed version of Tiffany's story, visit https://youtu.be/25yMixnf_PU. 

We discuss the latest developments and 'The Longest Day' with Lisa Roberts and Amy Julian of the Alzheimer's Association Eastern North Carolina Chapter. We also welcome Sarah Fisher with Now Hear This to discuss hearing loss and a link to dementia. We wrap up the show talking all about the patient experience with Tiffany Christensen of The Beryl Institute.

We discuss the latest developments and 'The Longest Day' with Lisa Roberts and Amy Julian of the Alzheimer's Association Eastern North Carolina Chapter. We also welcome Sarah Fisher with Now Hear This to discuss hearing loss and a link to dementia. We wrap up the show talking all about the patient experience with Tiffany Christensen of The Beryl Institute.

Nicole and Cooper speak with Tiffany Christensen, Vice President of Experience Innovation at The Beryl Institute, about the patient experience and how focusing care on that experience can improve outcomes.

Paul Spiegelman is the co-founder of the Small Giants Community, a peer-group of purpose-driven business leaders. He is the former chief culture officer of Stericycle, the co-founder and former CEO of BerylHealth and the founder and chairman of The Beryl Institute. Paul is a New York Times best-selling author and has been honored with the Ernst & Young Entrepreneur of the Year award. Paul is a sought-after speaker and author on leadership, employee engagement, entrepreneurship, culture, and leading a purpose-driven life. He has made many radios and TV appearances and his views have been featured in the Wall Street Journal, Inc. Magazine and he is currently a columnist for Forbes.com. Paul practiced law for two years prior to starting BerylHealth. He holds a bachelor’s degree in history from UCLA and a law degree from Southwestern University. What you’ll learn about in this episode: How Paul became aware that culture and engagement were important to a successful organization Why creating a powerful culture helped grow Paul’s business and allowed him to hire great employees How Paul demonstrates the importance of culture to the leadership he works with How Paul uses indicators like the link between employee and customer satisfaction to show a tangible return on investment Why it’s sometimes difficult to overcome the “command and control” leadership style ingrained in many companies Why the mission, vision and values of an organization need to go beyond a plaque on the wall and become a commitment How having an atmosphere of fun in the workplace can benefit the culture of the organization Why an organization should have a caring attitude toward its employees and community Why Paul believes that every employee wants purpose, appreciation, and the opportunity to learn and grow How to benefit your own organization’s culture by assessing where it is now and being honest about where you want it to go How to contact Paul Spiegelman: Website: www.paulspiegelman.com Website: www.smallgiants.org

In our first podcast of the series, Tiffany Christensen, CPXP, VP of Experience Innovation at The Beryl Institute and author of Sick Girl Speaks, shares her story as a cystic fibrosis patient and double lung transplant recipient to offer insights about how to improve the patient experience of imaging. Having undergone scores of imaging procedures, Tiffany provides a personal perspective on what chronically and acutely ill patients need from radiology staff and offers professional guidance on how to deliver compassionate and sustainable patient-centered imaging care. For more information: https://www.usa.philips.com/healthcare/medical-specialties/radiology/podcasts/a-beds-eye-view-of-imaging

This evening Dr. Batcheller and her guest Jason Wolf will be discussing the Beryl Institute and patient experience.

This evening Dr. Batcheller and her guest Jason Wolf will be discussing the Beryl Institute and patient experience.

Paul Spiegelman is the co-founder of the Small Giants Community, a peer-group of purpose-driven business leaders. He is the former chief culture officer of Stericycle, the co-founder and former CEO of BerylHealth and the founder and chairman of The Beryl Institute. Paul is a New York Times best-selling author and has been honored with the Ernst & Young Entrepreneur of the Year award. Paul is a sought-after speaker and author on leadership, employee engagement, entrepreneurship, culture, and leading a purpose-driven life. He has made many radio and TV appearances and his views have been featured in the Wall Street Journal, Inc. Magazine, and he is currently a columnist for Forbes.com. Paul practiced law for two years prior to starting BerylHealth. He holds a bachelor’s degree in history from UCLA and a law degree from Southwestern University. What you'll learn about in this episode: The Small Giants community that was formed by Paul after reading a book of the same name by Bo Burlingham, what makes the community so important, and how it is used to teach others how to run their business like a small giant The fairly new idea of the Small Giants philosophy of leadership for business owners that focuses on the collaborative nature of businesses and encourages it even though it is not the most prominent form today The Small Giants offerings of a leadership certification program that details what it is but also how to sustain it for the future People focused culture: one of the key components of success with this type of leadership The definition of a Small Giant leader that surrounds true leadership with values where those core values are the crux of how decisions are made The way to differentiate in the market through not selling on what the company can do but by selling based on who the company is, how they treat employees, and how they treat customers Putting employees first and the impact that has on a company A focus on employees that is proven to drive sales and company success Why it is easier to make employees the focus if it is ingrained in the culture but why culture can also be changed to make employees a focus Ways to contact Paul: Website: smallgiants.org Website: paulspiegelman.com

Hospitals and health systems often use the term “patient experience” to mean a multitude of things, from ensuring good clinical outcomes to developing Ritz-Carlton-like encounters. But how do actual patients define “patient experience?” In this episode, hosts Reed Smith and Chris Boyer share thoughts on a recent conference on healthcare consumerism, and then explore findings in the 2018 Consumer Expectations of Patient Experience from the Beryl Institute. The conversation extends into an expert interview with Dr. Jason Wolf, president of the Beryl Institute in which he shares ways technology can be used to enhance the customer experience. Mentions from the Show: Health systems look to mend fractured consumer experience Consumer Perspectives on Patient Experience 2018 study The Beryl Institute Jason A. Wolf on LinkedIn Jason A. Wolf on Twitter Samuel M. Gore: Blessed with Tired Hands Find Us Online: Touchpoint podcast Twitter Reed Smith Twitter Chris Boyer Twitter Chris Boyer website Social Health Institute This episode is made possible by our sponsors, Loyal, Influence Health, & Binary Fountain

Paul Spiegelman is the co-founder of the Small Giants Community, a peer-group of purpose-driven business leaders. He is the former chief culture officer of Stericycle, the co-founder and former CEO of BerylHealth and the founder and chairman of The Beryl Institute. He’s a New York Times bestselling author and has been honored with the Ernst & Young Entrepreneur of the Year award. Paul is a columnist for Forbes.com and has been featured in the Wall Street Journal and Inc. Magazine. What you'll learn about in this episode: How the Small Giants community got its start The impact that accepting outside capital can have on your business How to measure the ROI of your business’ culture How to create a values and purpose-driven business that is sustainable The three things that every team member wants The power of focusing not just on your company’s vision, but on every employee’s vision How to approach having tough conversations with your employees The value of having a mentor as an entrepreneur Why you shouldn’t underestimate what your gut is telling you Why you need to pay attention to how you spend your time and prioritize your work Ways to contact Paul: Website: paulspiegelman.com Website: smallgiants.org

Listen to Jason Wolf, President of the Beryl Institute, discuss survey results about patients' healthcare preferences. Find out the three most important qualities of patient and clinician interactions.

Paul Spiegelman is the co-founder of the Small Giants Community, a peer-group of purpose-driven business leaders.  He is the former chief culture officer of Stericycle (https://www.stericycle.com/) , the co-founder and former CEO of BerylHealth and the founder and chairman of The Beryl Institute. We discuss: What it takes to build recurring revenue in different kinds of businesses How to determine the differentiated value you offer to your customers How to measure how aspects of your culture relate to your ROI How to tap into the knowledge of those around you Why being part of a community of peers is so powerful How solopreneurs can avoid being perceived as a commodity Paul is a New York Times best-selling author and has been honored with the Ernst & Young Entrepreneur of the Year award. Paul is a sought-after speaker and author on leadership, employee engagement, entrepreneurship, culture, and leading a purpose-driven life. He has made many radio and TV appearances and his views have been featured in the Wall Street Journal, Forbes.com (http://www.forbes.com/sites/paulspiegelman/#1ad3c82d666d) . Paul practiced law for two years prior to starting BerylHealth. He holds a bachelor’s degree in history from UCLA and a law degree from Southwestern University. Learn more about Paul at Facebook (https://www.facebook.com/smallgiantsbuzz/) . (http://www.stitcher.com/podcast/smashing-the-plateau) Facebook Twitter LinkedIn 0Shares

Bailey and Jen celebrate Child Life Month and share some important updates about recent collaborations with the Beryl Institute and Disney. Tune in for updates and reminders on the many happenings in the child life community. Episode run time: 19:42

Specialty Pharmacy Podcast co-host Christopher Kennedy, COO with Heritage Biologics interviews Jason A. Wolf, Ph.D., CPXP President of the Beryl Institute. Jason A. Wolf, PhD. Bio: Jason is a passionate champion and recognized expert on patient experience improvement, organization culture and change, and sustaining high performance in healthcare. As President of The Beryl Institute, Jason has led the growth of the organization into the leading global community of practice and thought leader on improving the patient experience, engaging members and guests and establishing the framework for the emerging profession of patient experience.  Relevant Credentials: A central leader in expanding the patient experience movement, Jason is the Founding Editor of the Patient Experience Journal, the first open-access, peer-reviewed journal committed to research and practice in patient experience improvement. He also established and currently serves as President of Patient Experience Institute, an independent, non-profit, committed to the improvement of patient experience through evidence-based research, continuing education and professional certification. Prior to leading the Institute, Jason designed and led the organization change, service, and leadership development strategies with HCA, working with over 45 facilities on improvement and change efforts. He also conducted groundbreaking research to identify the characteristics of high performance healthcare organizations.  Jason is a sought after speaker, provocative commentator, and respected author of numerous publications and academic articles on culture, organization change and performance in healthcare, including two books on Organization Development in Healthcare, and over 25 white papers on patient experience improvement. Co-Host Specialty Pharmacy Podcast Christopher W. Kennedy, MSM Chief Operating Officer Heritage Biologics, Inc. See omnystudio.com/listener for privacy information.

Specialty Pharmacy Podcast co-host Christopher Kennedy, COO with Heritage Biologics interviews Jason A. Wolf, Ph.D., CPXP President of the Beryl Institute. Jason A. Wolf, PhD. Bio: Jason is a passionate champion and recognized expert on patient experience improvement, organization culture and change, and sustaining high performance in healthcare. As President of The Beryl Institute, Jason has led the growth of the organization into the leading global community of practice and thought leader on improving the patient experience, engaging members and guests and establishing the framework for the emerging profession of patient experience.  Relevant Credentials: A central leader in expanding the patient experience movement, Jason is the Founding Editor of the Patient Experience Journal, the first open-access, peer-reviewed journal committed

In this episode, Dr. Britt Berrett welcomes Dr. Jason Wolf of The Beryl Institute to discuss the patient experience, defined by Wolf's organization as the sum of all interactions, shaped by an organization's culture, that influence patient perceptions across the continuum of care. Berrett and Wolf  talk about the success that the Beryl Institute has had in creating what Wolf describes as “a global community of practice dedicated to improving the patient experience through collaboration and shared knowledge.” Wolf also offers advice to future healthcare leaders on how to succeed in the industry.

How do you work through your caregiving situations at work? Geri Lynn Baumblatt, Executive Director of Patient Engagement at Emmi Solutions, will share her perspectives on how caregiving affects the workplace, drawing on her experiences as she cared for her dad and now cares for her mom. Geri will also share her perspectives as a panelist at our Caregiving and the Workplace Summit on June 2 in Chicago. Register to join us in person or virtually. About Geri Geri Lynn Baumblatt, MA is the Executive Director of Patient Engagement at Emmi Solutions, which produces interactive programs and calls to empower, engage and educate patients and family caregivers. She regularly speaks at patient experience, health literacy, shared decision making, and patient advocate conferences and panels for organizations like AHRQ, The Institute for Healthcare Advancement, Stanford Medicine X, the Society for Medical Decision Making, the Cleveland Clinic, the Beryl Institute, Duke, the Brookings Institute, the ONC, and the Center for Plain Language. She is on the editorial board for the Journal of Patient Experience, a regular contributor to the Association for Patient Experience, hosts an annual Health Literacy blog series, and is an advisor for Roobrik and Helpsy Health. --- Send in a voice message: https://anchor.fm/caring-conversations/message

How do you work through your caregiving situations at work? Geri Lynn Baumblatt, Executive Director of Patient Engagement at Emmi Solutions, will share her perspectives on how caregiving affects the workplace, drawing on her experiences as she cared for her dad and now cares for her mom. Geri will also share her perspectives as a panelist at our Caregiving and the Workplace Summit on June 2 in Chicago. Register to join us in person or virtually. About Geri Geri Lynn Baumblatt, MA is the Executive Director of Patient Engagement at Emmi Solutions, which produces interactive programs and calls to empower, engage and educate patients and family caregivers. She regularly speaks at patient experience, health literacy, shared decision making, and patient advocate conferences and panels for organizations like AHRQ, The Institute for Healthcare Advancement, Stanford Medicine X, the Society for Medical Decision Making, the Cleveland Clinic, the Beryl Institute, Duke, the Brookings Institute, the ONC, and the Center for Plain Language. She is on the editorial board for the Journal of Patient Experience, a regular contributor to the Association for Patient Experience, hosts an annual Health Literacy blog series, and is an advisor for Roobrik and Helpsy Health. --- Send in a voice message: https://anchor.fm/caring-conversations/message

Co-hosts Jan Rutherford and Jim Vaselopulos interview Paul Spiegelman, Chief Culture Officer of Stericycle, a NASDAQ listed global services organization, with more than 25 thousand employees. Jan and Jim talk with Paul about his journey from starting a small company, exiting, and taking on a C-suite role. They also discuss The Small Giants community, Paul’s three books, and the reality that the problem is not change, but a lack of transparency. Listen in to learn how culture is truly about leader engagement throughout the organization.   Key Takeaways [4:27] If you create an environment in which people love the work and feel cared for personally; if you help them achieve their personal vision, as well as the company vision, they perform better. [7:48] What was the intention of founding the Small Giants community? [10:06] Paul and his brothers started their business based on their Dad’s saying, “Always be nice; treat people with respect; and don’t burn bridges.” [10:55] ‘Command and Control’ leaders need to acquire new skills for a collaborative culture. [15:02] Leadership balance is a promise to provide an environment in which leaders care as much about employees and their personal growth, as leaders expect employees to care about the organization and its growth. Responsibility and accountability is required on both sides. [18:52] Respect and trust at the highest level can cascade to the rest of the organization, which takes time. [29:03] Change becomes problematic when there is no transparency, when employee buy-in is not sought. Leaders lose trust when they don’t communicate the ‘why.’ [30:06] People adjust willingly, as long as you keep them in the loop with what’s going on. [37:26] Paul recommends reading business books, and seeking mentors to learn and grow. And, as a leader, mentor other people, and master the art of storytelling. [45:02] Paul’s message is to lead with your heart, and allow people to be themselves.  Culture then becomes the driving force of the success.   Quotable Quotes "When the kids knew that you cared about them, they performed better, and they took feedback better." “We sold, not what we did as a business, but who we are -- who we were, as a company.” “I became passionate about this idea of people being the driver for business success.” “We all want to grow our businesses, but they wanted to grow with purpose. They wanted to lead with values.” “You not only have to perform, but you also have to have the engagement and respect of your team.”     Books Mentioned on the Show Small Giants: Companies That Choose to Be Great, Instead of Big, by Bo Burlingham Good to Great: Why Some Companies Make the Leap...And Others Don't, by Jim Collins Why Is Everyone Smiling?: The Secret Behind Passion, Productivity, and Profit, by Paul Spiegelman Smile Guide: Employee Perspectives on Culture, Loyalty and Profit, by Paul Spiegelman Patients Come Second: Leading Change by Changing the Way You Lead, by Britt Berrett, ‎Paul Spiegelman   Bio Paul Spiegelman is the founder of BerylHealth, the Beryl Institute, and the Small Giants community. Paul is a New York Times bestselling author, and has been honored with the Ernst & Young Entrepreneur of the Year award. Paul is a sought-after speaker, and author on leadership, employee engagement, entrepreneurship, corporate culture, and customer relationships. He makes frequent radio and TV appearances, his views have been featured in the Wall Street Journal, and Inc. Magazine, and he’s currently a columnist for Forbes.com. Paul’s passion is to make culture into a core competency of an organization, not just an accident of leadership.   Website: SmallGiants.com

In this podcast for HMF's September 2016 issue, Walter Rojenko from the St. Joseph's Health Centre Toronto,  discusses the article "All voices matter in experience design: A commitment to again in engaging patient and family voice" with author Jason A. Wolf, PhD, CPXP, of The Beryl Institute.   To view the article, click here.

Wah Wah Wah ... Is it Charlie Brown's parents or is it the discharge nurse sending you home with unintelligible instructions? Pat shares some going home tips and tools to help you return home and stay there.Guest, Jason Wolf of the Beryl Institute answers some listener questions about the patient experience.The boys play Are You in Jeopardy or Are You Safe? A bit of humor with a serious message. For more visit http://www.speakupandstayalive.comThis show is brought to you by Talk 4 Radio (http://www.talk4radio.com/) on the Talk 4 Media Network (http://www.talk4media.com/).

Hit the Road Jack - better known as dangerous hospital discharge. Missing instructions, pending test results and general haste make this an important time to pay attention. Jason Wolf of the Beryl Institute joins the show to discuss the patient experience and Dr. Chuck Gerba - aka Dr. Germ, a world famous microbiologist from the University of Arizona plays a fun word association game. It's all about germs and it's fun and crazy too!http://www.speakupandstayalive.comThis show is broadcast live on W4CY Radio (www.w4cy.com) part of Talk 4 Radio (http://www.talk4radio.com/) on the Talk 4 Media Network (http://www.talk4media.com/).

Guest - Jason Wolf, president of the Beryl Institute answers emails about the patient experience. Intelligent questions and insightful answers.Healthcare Hazard of the Week - Wah Wah Wah ... what do Charlie Brown's parents and teachers have to do with post hospital syndrome?Game Time - the boys enjoy another game and of course, the Naked Mole Rat is exposed.This show is broadcast live on W4CY Radio (www.w4cy.com) part of Talk 4 Radio (http://www.talk4radio.com/) on the Talk 4 Media Network (http://www.talk4media.com/).