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Newsletter

Welcome to Patient Experience + News and Trends, AfPE's monthly newsletter. Join us each month for articles, developments and opportunities. If you have information or news you would like considered for the newsletter, please contact Jen Edse.

Code Lavender: The Sweet Smell of Support

Code Lavender: The Sweet Smell of Support

Wednesday, January 29, 2014
By Rev. Amy Greene, Director of Spiritual Care, Cleveland Clinic In any hospital, “CODE” means something needs urgent attention. In an attempt to signal both urgency and calm, Cleveland Clinic uses the term “Code Lavender” to signal the need is urgent, but the point of the code is to try to bring some calming influence to a painful or stressful situation. Tags: culture, empathy
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Every Hospital is a Children's Hospital

Every Hospital is a Children's Hospital

Tuesday, November 26, 2013
By Diane Stover-Hopkins, Vice President, Innovation Lancaster General Health System and Certified Experience Economy Expert When meeting colleagues at a hospital that is new to me, one of my first questions is if they have a children's hospital. Almost always I hear, "No" or "No, we have a small pediatric unit." After further probing I typically learn that they see many children in their emergency department, do frequent outpatient pediatric procedures and may see tons of children in their urgent care or retail care locations. Tags: culture, design
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Rating the Ratings: How the Brazilian Health System Rates its Service Providers

Rating the Ratings: How the Brazilian Health System Rates its Service Providers

Thursday, October 24, 2013
By Feliphe Lavor The health insurance providers’ regulatory agency in Brazil initiated a series of activities to define the most appropriate way to present a rating of health insurance providers to its consumers. Tags: design, transparency
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10 Inexpensive Tools to Build Empathy

10 Inexpensive Tools to Build Empathy

Thursday, October 24, 2013
By John McKeever, MBA The patient experience encompasses much more than the time spent as a patient at your facility. It begins with awareness and information seeking and extends long after discharge and receiving the final bill. Tags: communication, empathy
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Press Ganey Launches Institute For Innovation

Monday, October 21, 2013
By AfPE Staff AfPE is excited to be a parter of the recently launched Institute for Innovation, a nonprofit research collaborative that provides a forum to better understand and act upon the patient voice to advance the science of improving patient care and reducing patient suffering. Tags: Press Ganey
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What Is Your Passion?

Monday, October 14, 2013
By James Merlino, MD, Chief Experience Officer, Cleveland Clinic Health System, President, Association for Patient Experience I recently had the honor of visiting two terrific health systems: West Virginia University (WVU) Healthcare in Morgantown, WV, and Renown Health in Reno, NV. Tags: career, CXO
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The International Patient Experience: Georgia Clinic Introduces Patient-Centered Care

Monday, September 30, 2013
By Eka Rukhadze, MD, Manager of Healthcare Quality, JSC “Curatio”
erukhadze@curatio.ge
Clinic in Tbilisi, Georgia Introduces Course in Patient-Centered Care After Attending Patient Experience Summit Tags:
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Conversations with the CEO: Dr. Marc Boom of Houston Methodist Hospital

Conversations with the CEO: Dr. Marc Boom of Houston Methodist Hospital

Monday, September 30, 2013
CEOs share their perspectives, insights and lessons learned in candid conversations about the patient experience. Tags: employee engagement, culture, leadership
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Family Communication - The Next Frontier for Improving Patient Satisfaction?

Family Communication - The Next Frontier for Improving Patient Satisfaction?

Sunday, September 29, 2013
By Richard B. Siegrist Jr., MBA, MS, CPA The patient’s family can play an important role in how a patient perceives his or her experience at a healthcare facility, either directly through family comments to the patient or indirectly through the patient’s view of how his or her family members are treated. Tags: communication, HCAHPS
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Leading Health Care Innovation Insight Center

Sunday, September 29, 2013
By James Merlino, MD, Chief Experience Officer, Cleveland Clinic Health System, President, Association for Patient Experience I want to share some exciting news with you. Harvard Business Review and the New England Journal of Medicine have teamed up to offer healthcare leaders an eight-week online forum: the Leading Health Care Innovation Insight Center.  Tags: CXO
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