Tag Archives: Improving Patient Experience

Patient Experience

Patient-Provider Communication in a Diverse Culture

Patients and families benefit from strategies that empower them to actively participate with clinicians. The nuance of understanding required to support effective healthcare relationships, however, can be hard to achieve when communication styles make it difficult for clinicians and patients to understand each other. In addition to other stresses, English spoken with regional or foreign […]


Lorri Zipperer Lorri Zipperer, MA, is the principal at Zipperer Project Management in Albuquerque, New Mexico. Lorri was a founding staff member of the US-based National Patient Safety Foundation. Through her work, she promotes a systems-safety orientation to evidence, information and knowledge service (EIK). Lorri's efforts focus on bringing multidisciplinary teams together to envision, design and implement EIK initiatives. She has also been the development editor for the US government-funded AHRQ Patient Safety Network since its inception. Lorri was recognized with an Institute for Safe Medication Practices “Cheers” award for her work with librarians, libraries and their involvement in patient safety. She has designed classes and outreach focused on the value of a system-oriented approach to evidence and information access as a strategy to mitigate diagnostic error. Ms Zipperer spearheaded and contributed to two edited texts on knowledge management and evidence, information and knowledge transfer in patient safety. Her recent editorial collaborations with The Risk Authority Stanford include two projects supporting innovation in healthcare risk management. In her spare time, Lorri is a mystery novelist.

Lorri Zipperer has 1 post(s) at EngagingPatients.org

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patient experience

Patient Experience Is Not a Silo

On June 14, it will have been 18 years since I last saw the sweet face of my 4-year-old son, Noah. He died from a series of medical errors following a tonsillectomy, four hours after having been discharged from the emergency department (ED). One of the primary causes of his death was the disconnect between […]


Tanya Lord, PhD When tragedy strikes an individual, it is common for the impact to be life altering. Life changed for Tanya Lord, a special education teacher turned stay-at -home mom, when her son, Noah, had a devastating healthcare experience. That fired her desire to improve quality, patient safety, and the patient experience. Tanya returned to school and earned a master of public health degree from the University of New Hampshire and a doctorate in clinical and population health research from the University of Massachusetts Medical School. As a graduate student, Tanya learned improvement science, research methods and worked with many experts. However, there always seemed to be something missing: the voices and experiences of patients. Combining her expertise in quality improvement and a passion for including all healthcare stakeholders, Tanya is now director of patient and family engagement at the Foundation for Healthy Communities in Concord, New Hampshire. Tanya works with all NH hospitals as they partner with patient and families to improve care. She also consults, teaches, and presents nationally as a patient safety, quality improvement, and patient/family engagement consultant. Tanya’s passion, initiated by tragedy, is sustained by hope for a safer healthcare system.

Tanya Lord, PhD has 2 post(s) at EngagingPatients.org

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patient experience

The Power of ‘&’ in Patient Experience & Engagement

Editor’s Note: Next week, April 24–28, The Beryl Institute (one of Engaging Patients’ partner organizations) will celebrate Patient Experience Week. Each year, PX Week provides a focused time for organizations to celebrate and reenergize their commitment to improving the patient experience and honoring all healthcare workers for their efforts on behalf of patients. In this […]


Stacy Palmer, Senior Vice President of The Beryl Institute Stacy Palmer is senior vice president of The Beryl Institute, the global community of practice dedicated to improving the patient experience through collaboration and shared knowledge. With a commitment to gather, understand and integrate insights and ideas from The Beryl Institute community, Stacy has helped establish a resource library of proven practices and research sharing how healthcare organizations around the globe are creating positive experiences for patients, family members and caregivers.

Stacy Palmer, senior vice president of The Beryl Institute has 2 post(s) at EngagingPatients.org

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Advancing Health Literacy

Helping Patients Feel Knowledgeable

In an earlier post, we discussed how patients might feel stupid when faced with a medical crisis. Medical professionals can help patients feel knowledgeable and reverse that feeling, which will increase patient satisfaction and improve the organization’s bottom line. Today, patients are smarter and better informed than ever before. Access to information—reliable or not—is as […]


Randi Oster and Kathleen Cattrall RANDI REDMOND OSTER is founder and president of Help Me HealthTM, whose mission is to transform how healthcare thinks about the patient experience to improve outcomes and the bottom line. She is also the author of Questioning Protocol, which helps patients navigate the healthcare system and medical professionals understand the patient perspective. Randi spent the first 18 years of her career at GE working on complex aerospace systems and building profitable financial services businesses. Skills she gained at GE empowered her to effectively navigate the healthcare system for her son, find opportunities for process improvements for hospitals and launch Help Me Health. KATHLEEN CATTRALL is chief experience officer of Help Me Health. She is a customer experience trailblazer credited with establishing new standards and methods for companies dogged by customer challenges. She believes that the experiences customers have with companies have economic value in the same way that a company’s products have value. Her reputation as a subject matter expert in the customer experience space makes her a sought-after contributor to Forrester Research white papers, for blogs and as a speaker.

Randi Oster and Kathleen Cattrall has 1 post(s) at EngagingPatients.org

Patient-Centered Care

Improving the Patient Experience: Best Practices for Becoming Dementia Friendly

The future success of providers hinges on an understanding that societal health is more than just about population health and that ACO players are not just hospitals, physicians and long-term care entities. Rather, employers, banks, supermarkets–in short, the community–all play a role when it comes to understanding dementia, including Alzheimer’s. Caring for family caregivers in […]


Anthony Cirillo, FACHE Anthony is president of The Aging Experience. He helps organizations craft experiences and seize opportunities the mature marketplace. He helps family caregivers thrive and individuals make educated aging decisions. A consultant and professional speaker, Anthony is a monthly contributor on The Charlotte Today program, the about.com expert in Senior Care, an executive board member of CCAL, and a member of the Dementia Action Alliance. In his home community, he participates in Huntersville CARES, a dementia-friendly community initiative, and is a board member of the Lake Norman Family Health Clinic. As someone who helped launch the patient experience movement, Anthony has a unique ability to envision the future state of health care, see solutions before others see problems and formulate answers before people understand the question. He has been called innovative, inventive, original and resourceful. He provides logical support for futuristic thinking and makes difficult to understand ideas easier for people to comprehend. Anthony can connect the dots in healthcare. CEOs retain him for big- picture thinking.

Anthony Cirillo, FACHE, ABC has 5 post(s) at EngagingPatients.org

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2015 JQS Award Finalist

Involving Patients and Families in Care Design

Editor’s Note: The deadline for 2016 nominations for the John Q. Sherman Award for Excellence in Patient Engagement is just around the corner: Friday, March 11.Want to know what it takes to “Wow” our judges? In this week’s post, we take a look back at 2015 finalist Virginia Mason Medical Center. At the end of […]

The Future of Healthcare

Healthcare’s “Moral Era” Focused on Patient-Family Perspective

As closing keynote speaker at the 27th Institute for Healthcare Improvement (IHI) Annual Forum this past December, Don Berwick, former head of the Centers for Medicare & Medicaid Services and senior fellow with IHI, suggested that “relationships will be the foundation of health care’s new age.” “It’s not power or accountability or reward or punishment […]


Pamela Greenhouse, VP, Clinical Operations, Wellbridge Health Pamela has 25+ years of leadership experience in healthcare operations, spanning the continuum of care (ambulatory, acute, rehabilitation, home care and long-term care). She joined Wellbridge Health, Inc. (wellbridgehealth.com) in 2016 as Vice-President, Clinical Operations. Wellbridge Health is a care management solutions company, the goal of which is to reduce hospital re-admissions and avoidable ER visits through integrated methods of tele-monitoring and health coaching by social workers and nurses. Ms. Greenhouse has co-authored over 30 papers in peer-reviewed scholarly journals with a focus on improving care delivery, patient centered care, patient engagement, and experienced based design. She has spoken nationally and internationally on these topics, as well. She holds an M.B.A. in Organizational Behavior.

Pamela Greenhouse, VP, Clinical Operations, Wellbridge Health has 11 post(s) at EngagingPatients.org

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Best Practices and Methodologies

Bariatric Surgery and Weight Management Programs achieve “Trifecta” with PFCC

  This is the third in a series of guest blog posts, spotlighting how hospitals are engaging their patients to transform care delivery, using the Patient and Family Centered Care Methodology and Practice. The Minimally Invasive Bariatric and General Surgery team at Magee-Womens Hospital of UPMC, performs over 1000 procedures annually. By adopting the six-step, […]


Drs. Jeffrey Gusenoff and Vicki March Dr. Jeffrey Gusenoff is Co-Director of UPMC BodyChanger and the UPMC Life After Weight Loss Program. He is a Visiting Associate Professor of Surgery, Division of Plastic Surgery. His interests include post-weight loss plastic surgery combined with lifestyle and nutritional counseling to maintain weight loss. He has authored numerous publications and was a two-time recipient of the Joseph M. Serletti, MD, Resident Award for Excellence in Academic Plastic Surgery. Dr. Vicki March is Co-Director and Co-Founder of UPMC BodyChangers, and is a Clinical Assistant Professor in the Department of Internal Medicine. In addition, she is the Medical Director of The Lifestyle Program in the Minimally Invasive Bariatric and General Surgery Division. Dr. March received her medical degree from the University of Pennsylvania. She then completed her residency at Drexel University in Philadelphia, Pennsylvania. She is March is board-certified in both Internal Medicine and Obesity Medicine and has authored several publications

Drs. Jeffrey Gusenoff and Vicki March has 1 post(s) at EngagingPatients.org

Best Practices and Methodologies

Redesigning the Surgical Care Experience: Patients and Families Lead the Way at UPMC

This is the second in a series of guest blog posts, spotlighting how hospitals are engaging their patients to transform care delivery, using the six-step Patient and Family Centered Care Methodology and Practice (PFCC M/P). In 2007, I became a PFCC Champion of one of the first PFCC Working Groups formed at the University of […]


Suzanne Rocks, MSN,RN Suzanne Rocks, RN, BSN, MSN, is the Patient and Family-Centered Care (PFCC) Clinical Champion for the PFCC Surgical Services Working Group at UPMC Presbyterian, a 500+ bed tertiary academic hospital at the University of Pittsburgh Medical Center. With over 20 years of clinical and management experience, Ms. Rocks is currently the Administrative Director of Perioperative Services at UPMC Presbyterian. She has spoken at numerous PFCC conferences, management forums, and quality board meetings and is the recipient of the Transformational Leadership Award announced during National Nurse’s Week activities at UPMC Presbyterian.

Suzanne Rocks, MSN,RN has 1 post(s) at EngagingPatients.org

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Redesigning the Care Experience

Why We Need a Community Effort for Patient Experience Improvement

When first hearing the term patient experience, some might claim it is the latest healthcare management fad and others a marketing ploy created to attract healthcare clients to new services and solutions. While these reactions may be deserved based on other healthcare precedents, they do not represent what is now taking place. Patient experience has […]


Jason A. Wolf, President, The Beryl Institute Jason is a passionate champion and recognized expert on patient experience improvement, organizational effectiveness and change, and sustaining high performance in healthcare. As President of The Beryl Institute, Jason has led the growth of the organization from a powerful idea for improvement in healthcare to an organization now recognized as a leading global community of practice and thought leader on improving the patient experience, engaging over 38,000 people in more than 50 countries. Jason is also the founding Editor of the Patient Experience Journal, the first open-access, peer-reviewed journal committed to research and practice in patient experience improvement. Prior to joining the Institute, Jason designed and led the organization change, service, and leadership development strategies with HCA and conducted groundbreaking research to identify the characteristics of high performance healthcare organizations. Jason is a sought after speaker and an author of numerous articles and publications including two recent books on organization culture, change and performance in healthcare.

Jason A. Wolf, Ph.D., President, The Beryl Institute has 3 post(s) at EngagingPatients.org

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