theberylinstitute.org

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# The Beryl Institute: Elevating the Human Experience in Healthcare

## Sitemaps
[XML Sitemap](https://theberylinstitute.org/sitemap_index.xml): Includes all crawlable and indexable pages.

## Posts
- [New Findings Reveal Identity and Immigration Status  Shape Healthcare Access and Experience in the U.S.](https://theberylinstitute.org/press-release/new-findings-reveal-identity-and-immigration-status-shape-healthcare-access-and-experience-in-the-u-s/): https://theberylinstitute.org/wp-content/uploads/2026/04/Press-Release-PX-Pulse-April-2026.pdf
- [Patient Experience Grant Program Recipients Announced by The Beryl Institute](https://theberylinstitute.org/press-release/patient-experience-grant-program-recipients-announced-by-the-beryl-institute/): https://www.prnewswire.com/news-releases/patient-experience-grant-program-recipients-announced-by-the-beryl-institute-302601259.html
- [Artificial Intelligence and its Impact on Advancing Patient Experience](https://theberylinstitute.org/press-release/artificial-intelligence-and-its-impact-on-advancing-patient-experience/): https://www.prnewswire.com/news-releases/artificial-intelligence-and-its-impact-on-advancing-patient-experience-302580115.html
- [Healthcare Leaders Call for Stronger Commitment to Human Experience](https://theberylinstitute.org/press-release/healthcare-leaders-call-for-stronger-commitment-to-human-experience/): https://www.prnewswire.com/news-releases/healthcare-leaders-call-for-stronger-commitment-to-human-experience-302553118.html
- [Fewer Than Half of Americans See U.S. Healthcare in a Positive Light: Consumers Call for a More Affordable, Accessible, and Trustworthy System](https://theberylinstitute.org/press-release/fewer-than-half-of-americans-see-u-s-healthcare-in-a-positive-light-consumers-call-for-a-more-affordable-accessible-and-trustworthy-system/): https://www.prnewswire.com/news-releases/fewer-than-half-of-americans-see-us-healthcare-in-a-positive-light-consumers-call-for-a-more-affordable-accessible-and-trustworthy-system-302502680.html
- [Restoring the Heart of Healthcare](https://theberylinstitute.org/press-release/patient-experience-university-pxu-launched-by-the-beryl-institute/): https://www.prnewswire.com/news-releases/restoring-the-heart-of-healthcare-302441034.html
- [Patient Experience University (PXU) launched by The Beryl Institute](https://theberylinstitute.org/press-release/patient-experience-university-pxu-launched-by-the-beryl-institute-2/): https://www.prnewswire.com/news-releases/patient-experience-university-pxu-launched-by-the-beryl-institute-302433689.html
- [Consumer Perspective of Experience Remains Strong, Yet Consumers Unaware Of and Don’t Use Public Rating Systems](https://theberylinstitute.org/press-release/consumer-perspective-of-experience-remains-strong-yet-consumers-unaware-of-and-dont-use-public-rating-systems/): https://www.prweb.com/releases/consumer-perspective-of-experience-remains-strong-yet-consumers-unaware-of-and-dont-use-public-rating-systems-302375814.html
- [The Beryl Institute and WMTY.world Unite to Elevate Patient Voices in Global Healthcare](https://theberylinstitute.org/press-release/the-beryl-institute-and-wmty-world-unite-to-elevate-patient-voices-in-global-healthcare/): https://www.prweb.com/releases/the-beryl-institute-and-wmtyworld-unite-to-elevate-patient-voices-in-global-healthcare-302344545.html
- [Return on Human Experience: Eight Principles to Inspire Excellence in Healthcare](https://theberylinstitute.org/press-release/return-on-human-experience-eight-principles-to-inspire-excellence-in-healthcare/): https://www.prweb.com/releases/return-on-human-experience-eight-principles-to-inspire-excellence-in-healthcare-302310410.html
- [Patient Experience Journal Releases Volume 11, Issue 3 In Association with The Beryl Institute](https://theberylinstitute.org/press-release/patient-experience-journal-releases-volume-11-issue-3-in-association-with-the-beryl-institute/): https://www.prweb.com/releases/patient-experience-journal-releases-volume-11-issue-3-in-association-with-the-beryl-institute-302306059.html
- [Expanded Global Study Highlights Consistent Priorities for Healthcare Consumers Worldwide](https://theberylinstitute.org/press-release/expanded-global-study-highlights-consistent-priorities-for-healthcare-consumers-worldwide/): https://www.prweb.com/releases/expanded-global-study-highlights-consistent-priorities-for-healthcare-consumers-worldwide-302273222.html
- [Patient Experience Journal Releases Volume 11, Issue 2 in association with The Beryl Institute](https://theberylinstitute.org/press-release/patient-experience-journal-releases-volume-11-issue-2-in-association-with-the-beryl-institute/): https://www.prweb.com/releases/patient-experience-journal-releases-volume-11-issue-2-in-association-with-the-beryl-institute-302218303.html
- [Essential Hospitals: A Lifeline for Underserved Communities](https://theberylinstitute.org/press-release/essential-hospitals-a-lifeline-for-underserved-communities/): https://www.prweb.com/releases/essential-hospitals-a-lifeline-for-underserved-communities-302197043.html
- [91% of Consumers Prioritize Healthcare Experience, Highlighting Importance of Clear Communication and Personalized Care](https://theberylinstitute.org/press-release/91-of-consumers-prioritize-healthcare-experience-highlighting-importance-of-clear-communication-and-personalized-care/): https://www.prweb.com/releases/91-of-consumers-prioritize-healthcare-experience-highlighting-importance-of-clear-communication-and-personalized-care-302178718.html
- [Patient Experience Journal Releases Volume 11, Issue 1 in association with The Beryl Institute](https://theberylinstitute.org/press-release/patient-experience-journal-releases-volume-11-issue-1-in-association-with-the-beryl-institute/): https://www.prweb.com/releases/patient-experience-journal-releases-volume-11-issue-1-in-association-with-the-beryl-institute-302134778.html
- [Healthcare Leaders Unite to Address Creating the Best Experience for Marginalized Populations](https://theberylinstitute.org/press-release/healthcare-leaders-unite-to-address-creating-the-best-experience-for-marginalized-populations/): https://www.prweb.com/releases/healthcare-leaders-unite-to-address-creating-the-best-experience-for-marginalized-populations-302089646.html
- [Senior Experience Leaders Convene to Drive Healthcare Improvement](https://theberylinstitute.org/press-release/senior-experience-leaders-convene-to-drive-healthcare-improvement/): https://www.prweb.com/releases/senior-experience-leaders-convene-to-drive-healthcare-improvement-302083462.html
- [Hospitals Face Challenges in Safeguarding Patient Belongings](https://theberylinstitute.org/press-release/hospitals-face-challenges-in-safeguarding-patient-belongings/): https://www.prweb.com/releases/hospitals-face-challenges-in-safeguarding-patient-belongings-302050837.html
- [Patient Experience Journal, in Association with The Beryl Institute, Releases Volume 10, Issue 2](https://theberylinstitute.org/press-release/patient-experience-journal-in-association-with-the-beryl-institute-releases-volume-10-issue-2/): https://www.prweb.com/releases/patient-experience-journal-in-association-with-the-beryl-institute-releases-volume-10-issue-2-301910786.html
- [Diminished Workforces and Financial Constraints Impact Efforts to Transform Experience in Healthcare](https://theberylinstitute.org/press-release/diminished-workforces-and-financial-constraints-impact-efforts-to-transform-experience-in-healthcare/): https://www.prweb.com/releases/diminished-workforces-and-financial-constraints-impact-efforts-to-transform-experience-in-healthcare-301909712.html
- [Elevating the Human Experience in Healthcare through the Lived Experience of Patients & Families](https://theberylinstitute.org/press-release/elevating-the-human-experience-in-healthcare-through-the-lived-experience-of-patients-families/): https://www.prweb.com/releases/elevating_the_human_experience_in_healthcare_through_the_lived_experience_of_patients_families/prweb19362018.htm
- [Healthcare Executives Challenged to Prioritize Human Experience](https://theberylinstitute.org/press-release/healthcare-executives-challenged-to-prioritize-human-experience/): https://www.prweb.com/releases/healthcare_executives_challenged_to_prioritize_human_experience/prweb19189678.htm
- [Patient and family recommendations for addressing visitation policies during COVID-19](https://theberylinstitute.org/recent-news/patient-and-family-recommendations-for-addressing-visitation-policies-during-covid-19/): https://cdn.ymaws.com/www.theberylinstitute.org/resource/resmgr/pxpf/pxpf_statement_9.2020.pdf
- [The Beryl Institute Announces New Board and Council Members](https://theberylinstitute.org/press-release/the-beryl-institute-announces-new-board-and-council-members/): https://www.prweb.com/releases/the_beryl_institute_announces_new_board_and_council_members/prweb19140026.htm
- [The Evolving Role of Healthcare Volunteer Programs: Elevating the Human Experience through Generosity and Connection](https://theberylinstitute.org/press-release/the-evolving-role-of-healthcare-volunteer-programs-elevating-the-human-experience-through-generosity-and-connection-2/): https://www.prweb.com/releases/the_evolving_role_of_healthcare_volunteer_programs_elevating_the_human_experience_through_generosity_and_connection/prweb19060938.htm
- [60% Of Americans Have Had A Recent Bad Healthcare Experience, New Survey Shows](https://theberylinstitute.org/recent-news/60-of-americans-have-had-a-recent-bad-healthcare-experience-new-survey-shows/): https://www.forbes.com/sites/debgordon/2022/11/28/60-of-americans-have-had-a-recent-bad-healthcare-experience-new-survey-shows/?sh=63fc89e52adf
- [Consumer Perspectives on Quality of Healthcare Slides to All-Time Low](https://theberylinstitute.org/press-release/consumer-perspectives-on-quality-of-healthcare-slides-to-all-time-low/): https://www.prweb.com/releases/consumer_perspectives_on_quality_of_healthcare_slides_to_all_time_low/prweb19013011.htm
- [Patient Experience Journal, in Association with The Beryl Institute, Releases Volume 9, Issue 3](https://theberylinstitute.org/press-release/patient-experience-journal-in-association-with-the-beryl-institute-releases-volume-9-issue-3/): https://www.prweb.com/releases/patient_experience_journal_in_association_with_the_beryl_institute_releases_volume_9_issue_3/prweb18999868.htm
- [The Impact of Bias on Health Equity and the Human Experience](https://theberylinstitute.org/press-release/the-impact-of-bias-on-health-equity-and-the-human-experience/): https://www.prweb.com/releases/the_impact_of_bias_on_health_equity_and_the_human_experience/prweb18817232.htm
- [Restoring Safe Workplaces in Healthcare: A Commitment to the Human Experience](https://theberylinstitute.org/press-release/restoring-safe-workplaces-in-healthcare-a-commitment-to-the-human-experience/): https://www.prweb.com/releases/restoring_safe_workplaces_in_healthcare_a_commitment_to_the_human_experience/prweb18676705.htm
- [Published in association with The Beryl Institute, Patient Experience Journal Releases Volume 9, Issue 1](https://theberylinstitute.org/press-release/published-in-association-with-the-beryl-institute-patient-experience-journal-releases-volume-9-issue-1/): https://www.prweb.com/releases/published_in_association_with_the_beryl_institute_patient_experience_journal_releases_volume_9_issue_1/prweb18648850.htm
- [Consumer Perspectives on Quality of Healthcare Drop 11 Points from Q4](https://theberylinstitute.org/press-release/consumer-perspectives-on-quality-of-healthcare-drop-11-points-from-q4/): https://www.prweb.com/releases/consumer_perspectives_on_quality_of_healthcare_drop_11_points_from_q4/prweb18578909.htm
- [Integrating Patient Advocacy and Patient Experience Data can Drive Systemic Change in Healthcare](https://theberylinstitute.org/press-release/integrating-patient-advocacy-and-patient-experience-data-can-drive-systemic-change-in-healthcare/): https://www.prweb.com/releases/integrating_patient_advocacy_and_patient_experience_data_can_drive_systemic_change_in_healthcare/prweb18477950.htm
- [Patient and Care Partner Community Introduced by The Beryl Institute](https://theberylinstitute.org/press-release/patient-and-care-partner-community-introduced-by-the-beryl-institute/): https://www.prweb.com/releases/patient_and_care_partner_community_introduced_by_the_beryl_institute/prweb17616025.htm
- [Negative Perspectives on Experience at Hospitals Increase 10 Points from Q1](https://theberylinstitute.org/press-release/negative-perspectives-on-experience-at-hospitals-increase-10-points-from-q1/): https://www.prweb.com/releases/negative_perspectives_on_experience_at_hospitals_increase_10_points_from_q1/prweb18383889.htm
- [The Power of Self-healing: Improving Experience Through Mindfulness](https://theberylinstitute.org/press-release/the-power-of-self-healing-improving-experience-through-mindfulness/): https://www.prweb.com/releases/the_power_of_self_healing_improving_experience_through_mindfulness/prweb18339148.htm
- [Patient Experience Journal, Published in Association with The Beryl Institute, Releases Volume 8, Issue 3](https://theberylinstitute.org/press-release/patient-experience-journal-published-in-association-with-the-beryl-institute-releases-volume-8-issue-3/): https://www.prweb.com/releases/patient_experience_journal_published_in_association_with_the_beryl_institute_releases_volume_8_issue_3/prweb18312197.htm
- [Healthcare Revenue Cycle Identified is a Strategic Driver in Framing the Patient Journey](https://theberylinstitute.org/press-release/healthcare-revenue-cycle-identified-is-a-strategic-driver-in-framing-the-patient-journey/): https://www.prweb.com/releases/healthcare_revenue_cycle_identified_is_a_strategic_driver_in_framing_the_patient_journey/prweb18292348.htm
- [Consumers Returning to Primary and Specialty Healthcare Providers after Sharp Declines during Early Stages of COVID](https://theberylinstitute.org/press-release/consumers-returning-to-primary-and-specialty-healthcare-providers-after-sharp-declines-during-early-stages-of-covid/): https://www.prweb.com/releases/consumers_returning_to_primary_and_specialty_healthcare_providers_after_sharp_declines_during_early_stages_of_covid/prweb18218333.htm
- [Human Experience in Senior Living Communities Examined by The Beryl Institute](https://theberylinstitute.org/press-release/human-experience-in-senior-living-communities-examined-by-the-beryl-institute/): https://www.prweb.com/releases/human_experience_in_senior_living_communities_examined_by_the_beryl_institute/prweb18144198.htm
- [Patient Experience Journal Releases Volume 8, Issue 2 focused on addressing disparities and inequities in healthcare](https://theberylinstitute.org/press-release/patient-experience-journal-releases-volume-8-issue-2-focused-on-addressing-disparities-and-inequities-in-healthcare/): https://www.prweb.com/releases/patient_experience_journal_releases_volume_8_issue_2_focused_on_addressing_disparities_and_inequities_in_healthcare/prweb18114889.htm
- [The Beryl Institute Examines the Human Experience in Healthcare from a Global Perspective](https://theberylinstitute.org/press-release/the-beryl-institute-examines-the-human-experience-in-healthcare-from-a-global-perspective/): https://www.prweb.com/releases/the_beryl_institute_examines_the_human_experience_in_healthcare_from_a_global_perspective/prweb18100896.htm
- [Visitation Restrictions during COVID-19 found to have Negative Impact on Hospital Safety Outcomes and Patient Experience](https://theberylinstitute.org/press-release/visitation-restrictions-during-covid-19-found-to-have-negative-impact-on-hospital-safety-outcomes-and-patient-experience/): https://www.prweb.com/releases/visitation_restrictions_during_covid_19_found_to_have_negative_impact_on_hospital_safety_outcomes_and_patient_experience/prweb18051900.htm
- [Addressing Health Disparities Identified as Essential Factor in Transforming the Human Experience in Healthcare](https://theberylinstitute.org/press-release/addressing-health-disparities-identified-as-essential-factor-in-transforming-the-human-experience-in-healthcare/): https://www.prweb.com/releases/addressing_health_disparities_identified_as_essential_factor_in_transforming_the_human_experience_in_healthcare/prweb17995384.htm
- [Definition of Patient Experience Reexamined to Acknowledge the Human Experience in Healthcare](https://theberylinstitute.org/press-release/definition-of-patient-experience-reexamined-to-acknowledge-the-human-experience-in-healthcare/): https://www.prweb.com/releases/definition_of_patient_experience_reexamined_to_acknowledge_the_human_experience_in_healthcare/prweb17952476.htm
- [The Beryl Institute and Ipsos Release New Issue of PX Pulse](https://theberylinstitute.org/press-release/the-beryl-institute-and-ipsos-release-new-issue-of-px-pulse/): https://www.prweb.com/releases/the_beryl_institute_and_ipsos_release_new_issue_of_px_pulse/prweb17927579.htm
- [Patient Experience Journal Announces 2021 PXJ Award Recipients](https://theberylinstitute.org/press-release/patient-experience-journal-announces-2021-pxj-award-recipients/): https://www.prweb.com/releases/patient_experience_journal_announces_2021_pxj_award_recipients/prweb17912698.htm
- [The Beryl Institute Honors Linda Van der Voort as 2021 Ruth Ravich Patient Advocacy Award Recipient](https://theberylinstitute.org/press-release/the-beryl-institute-honors-linda-van-der-voort-as-2021-ruth-ravich-patient-advocacy-award-recipient/): https://www.prweb.com/releases/the_beryl_institute_honors_linda_van_der_voort_as_2021_ruth_ravich_patient_advocacy_award_recipient/prweb17908949.htm
- [The Beryl Institute Honors Maura Campbell with the 2021 Volunteer Professionals Award for Excellence](https://theberylinstitute.org/press-release/the-beryl-institute-honors-maura-campbell-with-the-2021-volunteer-professionals-award-for-excellence/): https://www.prweb.com/releases/the_beryl_institute_honors_maura_campbell_with_the_2021_volunteer_professionals_award_for_excellence/prweb17908953.htm
- [Carol Santalucia Honored as 2021 Wendy Leebov Championing Experience Award Recipient](https://theberylinstitute.org/press-release/carol-santalucia-honored-as-2021-wendy-leebov-championing-experience-award-recipient/): https://www.prweb.com/releases/carol_santalucia_honored_as_2021_wendy_leebov_championing_experience_award_recipient/prweb17904189.htm
- [Patient Experience Journal Releases Spring Issue, Volume 8, Issue 1](https://theberylinstitute.org/press-release/patient-experience-journal-releases-spring-issue-volume-8-issue-1/): https://www.prweb.com/releases/patient_experience_journal_releases_spring_issue_volume_8_issue_1/prweb17901739.htm
- [Patient Experience Innovation Award Recipients Announced by The Beryl Institute](https://theberylinstitute.org/press-release/patient-experience-innovation-award-recipients-announced-by-the-beryl-institute/): https://www.prweb.com/releases/patient_experience_innovation_award_recipients_announced_by_the_beryl_institute/prweb17897051.htm
- [The great transformation in healthcare: How it will impact patient experience](https://theberylinstitute.org/recent-news/the-great-transformation-in-healthcare-how-it-will-impact-patient-experience/): https://cloudblogs.microsoft.com/industry-blog/microsoft-in-business/health/2021/04/27/the-great-transformation-in-healthcare-how-it-will-impact-patient-experience/
- [Declaration for Human Experience Calls for Transformation of Healthcare](https://theberylinstitute.org/press-release/declaration-for-human-experience-calls-for-transformation-of-healthcare/): https://www.prweb.com/releases/declaration_for_human_experience_calls_for_transformation_of_healthcare/prweb17892968.htm
- [The Human Experience in Ambulatory Care Explored by The Beryl Institute](https://theberylinstitute.org/press-release/the-human-experience-in-ambulatory-care-explored-by-the-beryl-institute/): https://www.prweb.com/releases/the_human_experience_in_ambulatory_care_explored_by_the_beryl_institute/prweb17839156.htm
- [Consumer Perspectives on Patient Experience Explored by The Beryl Institute](https://theberylinstitute.org/press-release/consumer-perspectives-on-patient-experience-explored-by-the-beryl-institute/): https://www.prweb.com/releases/consumer_perspectives_on_patient_experience_explored_by_the_beryl_institute/prweb17790871.htm
- [The Beryl Institute Announces Launch of Global Council, Expanding the Global Experience Movement](https://theberylinstitute.org/press-release/the-beryl-institute-announces-launch-of-global-council-expanding-the-global-experience-movement/): https://www.prweb.com/releases/the_beryl_institute_announces_launch_of_global_council_expanding_the_global_experience_movement/prweb17749931.htm
- [Assessing Patient Financial Experience, Quality of Care Amidst COVID-19](https://theberylinstitute.org/recent-news/assessing-patient-financial-experience-quality-of-care-amidst-covid-19/): https://www.xtelligentmedia.com/podcasts/assessing-patient-financial-experience-quality-of-care-amidst-covid-19
- [Let patients speak for themselves on the Biden task force and elsewhere](https://theberylinstitute.org/recent-news/let-patients-speak-for-themselves-on-the-biden-task-force-and-elsewhere/): https://www.statnews.com/2020/12/14/let-patients-speak-for-themselves-on-biden-task-force-and-elsewhere/
- [The Beryl Institute Announces Launch of Ambulatory Care Council](https://theberylinstitute.org/press-release/the-beryl-institute-announces-launch-of-ambulatory-care-council/): https://www.prweb.com/releases/the_beryl_institute_announces_launch_of_ambulatory_care_council/prweb17586269.htm
- [Patient Experience Journal Releases Fall 2020 Issue: Volume 7, Issue 3](https://theberylinstitute.org/press-release/patient-experience-journal-releases-fall-2020-issue-volume-7-issue-3/): https://www.prweb.com/releases/patient_experience_journal_releases_fall_2020_issue_volume_7_issue_3/prweb17540883.htm
- [Actions That Lead to an Excellent Diagnostic Experience Explored by The Beryl Institute](https://theberylinstitute.org/press-release/actions-that-lead-to-an-excellent-diagnostic-experience-explored-by-the-beryl-institute/): https://www.prweb.com/releases/actions_that_lead_to_an_excellent_diagnostic_experience_explored_by_the_beryl_institute/prweb17526063.htm
- [The New Existence: An Action Plan for the Future of Healthcare Introduced by The Beryl Institute](https://theberylinstitute.org/press-release/the-new-existence-an-action-plan-for-the-future-of-healthcare-introduced-by-the-beryl-institute/): https://www.prweb.com/releases/the_new_existence_an_action_plan_for_the_future_of_healthcare_introduced_by_the_beryl_institute/prweb17518057.htm
- [Americans Re-engaging With Their Physicians and Undergoing Tests](https://theberylinstitute.org/press-release/americans-re-engaging-with-their-physicians-and-undergoing-tests/): https://www.prweb.com/releases/americans_re_engaging_with_their_physicians_and_undergoing_tests/prweb17487884.htm
- [Patient Experience Grant and Scholar Program Recipients Announced by The Beryl Institute](https://theberylinstitute.org/press-release/patient-experience-grant-and-scholar-program-recipients-announced-by-the-beryl-institute/): https://www.prweb.com/releases/patient_experience_grant_and_scholar_program_recipients_announced_by_the_beryl_institute/prweb17420664.htm
- [Innovations in Patient Experience Explored by The Beryl Institute](https://theberylinstitute.org/press-release/innovations-in-patient-experience-explored-by-the-beryl-institute/): https://www.prweb.com/releases/innovations_in_patient_experience_explored_by_the_beryl_institute/prweb17437205.htm
- [The Wendy Leebov Championing Experience Award Introduced by The Beryl Institute](https://theberylinstitute.org/press-release/the-wendy-leebov-championing-experience-award-introduced-by-the-beryl-institute/): https://www.prweb.com/releases/the_wendy_leebov_championing_experience_award_introduced_by_the_beryl_institute/prweb17411890.htm
- [Patient Experience Journal Releases COVID-19 Special Issue](https://theberylinstitute.org/press-release/patient-experience-journal-releases-covid-19-special-issue/): https://www.prweb.com/releases/patient_experience_journal_releases_covid_19_special_issue/prweb17305415.htm
- [Critical Changes to Healthcare Measurement Practices Explored by The Beryl Institute](https://theberylinstitute.org/press-release/critical-changes-to-healthcare-measurement-practices-explored-by-the-beryl-institute/): https://www.prweb.com/releases/critical_changes_to_healthcare_measurement_practices_explored_by_the_beryl_institute/prweb17401457.htm
- [Recommendations Released for Addressing Healthcare Visitation Policies During COVID-19](https://theberylinstitute.org/press-release/recommendations-released-for-addressing-healthcare-visitation-policies-during-covid-19/): https://www.prweb.com/releases/recommendations_released_for_addressing_healthcare_visitation_policies_during_covid_19/prweb17396620.htm
- [Association of Health Care Volunteer Resource Professionals to Join The Beryl Institute](https://theberylinstitute.org/press-release/association-of-health-care-volunteer-resource-professionals-to-join-the-beryl-institute/): https://www.prweb.com/releases/association_of_health_care_volunteer_resource_professionals_to_join_the_beryl_institute/prweb17287183.htm
- [New Data Shows Significant Drop in Number of Americans Visiting Their Primary Care Doctor, Specialists, and Undergoing Medical Tests – As COVID-19 Cases Spike](https://theberylinstitute.org/press-release/new-data-shows-significant-drop-in-number-of-americans-visiting-their-primary-care-doctor-specialists-and-undergoing-medical-tests-as-covid-19-cases-spike/): https://www.prweb.com/releases/new_data_shows_significant_drop_in_number_of_americans_visiting_their_primary_care_doctor_specialists_and_undergoing_medical_tests_as_covid_19_cases_spike/prweb17285659.htm
- [Healthcare’s Shift to Virtual Connection during COVID-19 Crisis Explored by The Beryl Institute](https://theberylinstitute.org/press-release/healthcares-shift-to-virtual-connection-during-covid-19-crisis-explored-by-the-beryl-institute/): https://www.prweb.com/releases/healthcares_shift_to_virtual_connection_during_covid_19_crisis_explored_by_the_beryl_institute/prweb17263150.htm
- [Human Experience 2030 Report Released by The Beryl Institute](https://theberylinstitute.org/press-release/human-experience-2030-report-released-by-the-beryl-institute/): https://www.prweb.com/releases/human_experience_2030_report_released_by_the_beryl_institute/prweb17220382.htm
- [We must partner with patients as we redefine healthcare in the post-COVID-19 era](https://theberylinstitute.org/recent-news/we-must-partner-with-patients-as-we-redefine-healthcare-in-the-post-covid-19-era/): https://www.beckershospitalreview.com/patient-experience/we-must-partner-with-patients-as-we-redefine-healthcare-in-the-post-covid-19-era.html
- [Honoring Human Service Site Launched By The Beryl Institute](https://theberylinstitute.org/press-release/honoring-human-service-site-launched-by-the-beryl-institute/): https://www.prweb.com/releases/honoring_human_service_site_launched_by_the_beryl_institute/prweb17165460.htm
- [An Unwavering Commitment to Human Experience](https://theberylinstitute.org/press-release/an-unwavering-commitment-to-human-experience/): These are trying times. We remain caught in the grips of a global pandemic that is taking its toll on communities economically, placing strain on healthcare workers committed to tackling this crisis head on and revealing the very systemic weaknesses and inherent biases that have been just beneath the surface of our society for years. The challenge of disparity and inequity is not unique to healthcare, but in the era of COVID-19, the realization of what many knew to be true has been laid bare for all with a commitment to truth and a respect for evidence to see.
- [Patient Experience in a Pediatric Setting Examined by The Beryl Institute](https://theberylinstitute.org/press-release/patient-experience-in-a-pediatric-setting-examined-by-the-beryl-institute/): https://www.prweb.com/releases/patient_experience_in_a_pediatric_setting_examined_by_the_beryl_institute/prweb17155919.htm
- [Future of Human Experience 2030 Framework Released by The Beryl Institute](https://theberylinstitute.org/press-release/future-of-human-experience-2030-framework-released-by-the-beryl-institute/): https://www.prweb.com/releases/future_of_human_experience_2030_framework_released_by_the_beryl_institute/prweb17102853.htm
- [Patient Experience Journal Releases Spring 2020 Issue (Volume 7, Issue 1)](https://theberylinstitute.org/press-release/patient-experience-journal-releases-spring-2020-issue-volume-7-issue-1/): https://www.prweb.com/releases/patient_experience_journal_releases_spring_2020_issue_volume_7_issue_1/prweb17086029.htm
- [Patient Experience Innovation Award Recipients Announced by The Beryl Institute](https://theberylinstitute.org/press-release/patient-experience-innovation-award-recipients-announced-by-the-beryl-institute-2/): https://www.prweb.com/releases/patient_experience_innovation_award_recipients_announced_by_the_beryl_institute/prweb17071100.htm
- [The Beryl Institute-Ipsos PX Pulse Shows Fewer Americans Visiting The Doctor Amidst COVID-19 Pandemic, But Americans Are Increasingly Satisfied With Healthcare Quality](https://theberylinstitute.org/press-release/the-beryl-institute-ipsos-px-pulse-shows-fewer-americans-visiting-the-doctor-amidst-covid-19-pandemic-but-americans-are-increasingly-satisfied-with-healthcare-quality/): https://www.prweb.com/releases/the_beryl_institute_ipsos_px_pulse_shows_fewer_americans_visiting_the_doctor_amidst_covid_19_pandemic_but_americans_are_increasingly_satisfied_with_healthcare_quality/prweb17059854.htm
- [Patient Advocacy Council of The Beryl Institute Honors Ashley Egan as 2020 Ruth Ravich Patient Advocacy Award Recipient](https://theberylinstitute.org/press-release/patient-advocacy-council-of-the-beryl-institute-honors-ashley-egan-as-2020-ruth-ravich-patient-advocacy-award-recipient/): https://www.prweb.com/releases/patient_advocacy_council_of_the_beryl_institute_honors_ashley_egan_as_2020_ruth_ravich_patient_advocacy_award_recipient/prweb17053850.htm
- [Improvements to Modernize Patient Experience Surveys Recommended by Patient Experience Policy Forum](https://theberylinstitute.org/press-release/improvements-to-modernize-patient-experience-surveys-recommended-by-patient-experience-policy-forum/): https://www.prweb.com/releases/improvements_to_modernize_patient_experience_surveys_recommended_by_patient_experience_policy_forum/prweb16986180.htm
- [The Beryl Institute Announces Reformatting of Patient Experience Conference 2020](https://theberylinstitute.org/press-release/the-beryl-institute-announces-reformatting-of-patient-experience-conference-2020/): https://www.prweb.com/releases/the_beryl_institute_announces_reformatting_of_patient_experience_conference_2020/prweb16981517.htm
- [Patient Experience Journal Announces Inaugural PXJ Award Recipients](https://theberylinstitute.org/press-release/patient-experience-journal-announces-inaugural-pxj-award-recipients/): https://www.prweb.com/releases/patient_experience_journal_announces_inaugural_pxj_award_recipients/prweb16949750.htm
- [Integration of Safety, Quality and Experience Efforts Believed to Drive the Best in Healthcare Outcomes](https://theberylinstitute.org/press-release/integration-of-safety-quality-and-experience-efforts-believed-to-drive-the-best-in-healthcare-outcomes/): https://www.prweb.com/releases/integration_of_safety_quality_and_experience_efforts_believed_to_drive_the_best_in_healthcare_outcomes/prweb16926541.htm
- [Personal Patient Experience Outranks Health Industry Satisfaction](https://theberylinstitute.org/recent-news/personal-patient-experience-outranks-health-industry-satisfaction/): https://patientengagementhit.com/news/personal-patient-experience-outranks-health-industry-satisfaction?utm_content=114385350&utm_medium=social&utm_source=twitter&hss_channel=tw-2330019438 
- [New Study – The Beryl Institute-Ipsos PX Pulse: Finds U.S. Patients More Positive About Their Own Healthcare Experiences Than Their Overall View of Quality of Care](https://theberylinstitute.org/press-release/new-study-the-beryl-institute-ipsos-px-pulse-finds-u-s-patients-more-positive-about-their-own-healthcare-experiences-than-their-overall-view-of-quality-of-care/): https://www.prweb.com/releases/new_study_the_beryl_institute_ipsos_px_pulse_finds_u_s_patients_more_positive_about_their_own_healthcare_experiences_than_their_overall_view_of_quality_of_care/prweb16863132.htm
- [The Beryl Institute Offers Recommendations to Elevate Experience for those Living with Dementia](https://theberylinstitute.org/press-release/the-beryl-institute-offers-recommendations-to-elevate-experience-for-those-living-with-dementia/): https://www.prweb.com/releases/the_beryl_institute_offers_recommendations_to_elevate_experience_for_those_living_with_dementia/prweb16842511.htm
- [Patient Experience Grant and Scholar Program Recipients Announced by The Beryl Institute](https://theberylinstitute.org/press-release/patient-experience-grant-and-scholar-program-recipients-announced-by-the-beryl-institute-2/): https://www.prweb.com/releases/patient_experience_grant_and_scholar_program_recipients_announced_by_the_beryl_institute/prweb16683507.htm
- [Patient Experience Grant and Scholar Program Recipients Announced by The Beryl Institute](https://theberylinstitute.org/press-release/patient-experience-grant-and-scholar-program-recipients-announced-by-the-beryl-institute-6/): https://www.prweb.com/releases/2015/10/prweb13052053.htm
- [Patient Experience Conference 2020 Program Announced by The Beryl Institute](https://theberylinstitute.org/press-release/patient-experience-conference-2020-program-announced-by-the-beryl-institute/): https://www.prweb.com/releases/patient_experience_conference_2020_program_announced_by_the_beryl_institute/prweb16649826.htm
- [Patient Experience Conference 2020 Keynote Speakers Announced by The Beryl Institute](https://theberylinstitute.org/press-release/patient-experience-conference-2020-keynote-speakers-announced-by-the-beryl-institute/): https://www.prweb.com/releases/patient_experience_conference_2020_keynote_speakers_announced_by_the_beryl_institute/prweb16602968.htm
- [Foundational Role of Experience in Healthcare Affirmed through Global Trends and Insights](https://theberylinstitute.org/press-release/foundational-role-of-experience-in-healthcare-affirmed-through-global-trends-and-insights/): https://www.prweb.com/releases/foundational_role_of_experience_in_healthcare_affirmed_through_global_trends_and_insights/prweb16563254.htm
- [The Role of Healthcare Patient Advocates Examined by The Beryl Institute](https://theberylinstitute.org/press-release/the-role-of-healthcare-patient-advocates-examined-by-the-beryl-institute/): https://www.prweb.com/releases/the_role_of_healthcare_patient_advocates_examined_by_the_beryl_institute/prweb16475818.htm
- [The Beryl Institute Announces Launch of Patient Experience Physician Council](https://theberylinstitute.org/press-release/the-beryl-institute-announces-launch-of-patient-experience-physician-council/): https://www.prweb.com/releases/the_beryl_institute_announces_launch_of_patient_experience_physician_council/prweb16437017.htm
- [What can appliance-seller Abt teach hospitals about keeping patients happy?](https://theberylinstitute.org/recent-news/what-can-appliance-seller-abt-teach-hospitals-about-keeping-patients-happy/): https://www.chicagotribune.com/business/ct-biz-hospitals-happy-patients-satisfaction-20190614-kfviizywivepbhddf4lkpkdxcm-story.html
- [To Care is Human Podcast Series Launched by The Beryl Institute](https://theberylinstitute.org/press-release/to-care-is-human-podcast-series-launched-by-the-beryl-institute/): https://www.prweb.com/releases/to_care_is_human_podcast_series_launched_by_the_beryl_institute/prweb16354380.htm

## Pages
- [September Open Forum Submission](https://theberylinstitute.org/september-open-forum-submission/)
- [Supporting Partner Content Creation](https://theberylinstitute.org/supporting-partner-content-creation/)
- [New Member Toolkit](https://theberylinstitute.org/new-member-toolkit/)
- [Media Access – Wait Times White paper](https://theberylinstitute.org/wait-times-white-paper-media-access/): The Beryl Institute's newest white paper examines one of healthcare's most persistent challenges: waiting.
- [Patient Advocacy Collaboration Interest Form](https://theberylinstitute.org/patient-advocacy-interest-form/)
- [PX Marketplace Listing Information Request Form](https://theberylinstitute.org/px-marketplace-partner-form/)
- [WMTY Community Feedback Form](https://theberylinstitute.org/wmty-feedback/)
- [Media Access – PX Pulse April 2026](https://theberylinstitute.org/media-access-px-pulse-april-2026/): The latest PX Pulse reminds us that experience is deeply personal. With nearly 40% of respondents saying identity impacts their care and more than one-third pointing to immigration status as a barrier, the findings call for greater attention to trust, access, and how we meet people where they are.
- [Access the National Volunteer Services Benchmarking Report](https://theberylinstitute.org/access-the-national-volunteer-services-benchmarking-report/)
- [Beyond the Checklist: Implementing and Sustaining Patient and Family Engagement in CMS Patient Safety Structural Measures](https://theberylinstitute.org/beyond-the-checklist-implementing-and-sustaining-patient-and-family-engagement-in-cms-patient-safety-structural-measures/)
- [PXE Application to Offer Credits](https://theberylinstitute.org/pxe-interest-form/)
- [Email Signup Test](https://theberylinstitute.org/email-signup-test/)
- [WMTY Meeting Archive](https://theberylinstitute.org/wmty-meeting-archive/)
- [ELEVATE PX Speaker Disclosure Form](https://theberylinstitute.org/elevate-px-speaker-disclosure-form/)
- [Conference Outreach](https://theberylinstitute.org/conference-outreach/)
- [PXE Conflict of Interest Disclosure](https://theberylinstitute.org/pxe-conflict-of-interest-disclosure/)
- [Chicago PX Regional Roundtable Tour Interest Form](https://theberylinstitute.org/chicago-px-regional-roundtable-tour-interest-form/)
- [BOK Leadership Bundle](https://theberylinstitute.org/bok-leadership-bundle/)
- [PX Marketplace Webinars](https://theberylinstitute.org/px-marketplace-webinars/)
- [Q1 2026 PX Marketplace Webinars](https://theberylinstitute.org/q1-2026-px-marketplace-webinars/)
- [Invitation Deck](https://theberylinstitute.org/invitation-deck/)
- [Building, Revitalizing, and Sustaining PFACs](https://theberylinstitute.org/building-revitalizing-and-sustaining-pfacs/)
- [Getting the Most Out of Your Membership- Volunteer](https://theberylinstitute.org/getting-the-most-out-of-your-membership-volunteer/)
- [Getting the Most Out of Your Membership- Physician](https://theberylinstitute.org/getting-the-most-out-of-your-membership-physician/)
- [Getting the Most Out of Your Membership- Pediatric](https://theberylinstitute.org/getting-the-most-out-of-your-membership-pediatric/)
- [Getting the Most Out of Your Membership- Patient and Care Partner](https://theberylinstitute.org/getting-the-most-out-of-your-membership-patient-and-care-partner/)
- [Getting the Most Out of Your Membership- Patient Advocacy](https://theberylinstitute.org/getting-the-most-out-of-your-membership-patient-advocacy/)
- [Getting the Most Out of Your Membership- Longterm Care](https://theberylinstitute.org/getting-the-most-out-of-your-membership-longterm-care/)
- [Getting the Most Out of Your Membership – Ambulatory Care](https://theberylinstitute.org/getting-the-most-out-of-ambulatory-care/)
- [Getting the Most Out of Your Membership](https://theberylinstitute.org/getting-the-most-out-of-your-membership/)
- [Global Webinar Series](https://theberylinstitute.org/global-webinar-series/)
- [PX Pulse July 2025 Linkedin](https://theberylinstitute.org/px-pulse-july-2025-linkedin/)
- [PCPC Spotlight Member: Josh Paxton](https://theberylinstitute.org/pcpc-spotlight-member-josh-paxton/)
- [Review of the Elevate PX 2025 PCPC Gathering Rosie Bartel](https://theberylinstitute.org/review-of-the-elevate-px-2025-pcpc-gathering-rosie-bartel/)
- [Sponsorship Opportunities](https://theberylinstitute.org/regional-roundtables/sponsorship-opportunities/)
- [Cambridge, Ontario](https://theberylinstitute.org/regional-roundtables/cambridge-ontario/)
- [Philadelphia, PA](https://theberylinstitute.org/regional-roundtables/philadelphia-pa/)
- [Philadelphia, PA](https://theberylinstitute.org/regional-roundtables/philadelphia-pa-2/)
- [San Francisco, CA](https://theberylinstitute.org/regional-roundtables/san-francisco-ca/)
- [Dallas, TX](https://theberylinstitute.org/regional-roundtables/dallas-tx/)
- [Charlotte, NC](https://theberylinstitute.org/regional-roundtables/charlotte-nc/)
- [Apply for our Community Council](https://theberylinstitute.org/regional-roundtables/apply-for-our-community-council/)
- [Middle East/North Africa](https://theberylinstitute.org/regional-roundtables/middle-east-north-africa/)
- [Chicago, IL](https://theberylinstitute.org/regional-roundtables/chicago-il-px-regional-roundtable/)
- [Philadelphia Regional Roundtable Travel](https://theberylinstitute.org/philadelphia-regional-roundtable-travel/)
- [San Francisco Regional Roundtable Travel](https://theberylinstitute.org/san-francisco-regional-roundtable-travel/)
- [Charlotte Regional Roundtable Travel](https://theberylinstitute.org/charlotte-regional-roundtable-travel/)
- [Dallas Regional Roundtable Travel](https://theberylinstitute.org/dallas-regional-roundtable-travel/)
- [Regional Roundtables Overview](https://theberylinstitute.org/regional-roundtables/)
- [ELEVATE PX Encore Series](https://theberylinstitute.org/elevate-px-encore-series/)
- [Membership Videos](https://theberylinstitute.org/membership-videos/)
- [Celebrating Excellence in Patient Experience](https://theberylinstitute.org/global-commitment/celebrating-excellence-in-patient-experience/)
- [2025 Q4 Community Council Updates](https://theberylinstitute.org/2025-q4-community-council-updates/)
- [2025 Q3 Community Council Updates](https://theberylinstitute.org/2025-q3-community-council-updates/)
- [2025 Q2 Community Council Updates](https://theberylinstitute.org/2025-q2-community-council-updates/)
- [The Beryl Institute Promotional Communications Form](https://theberylinstitute.org/the-beryl-institute-interest-form/)
- [PX Congress Inquiry](https://theberylinstitute.org/px_congress_inquiry/)
- [Fundamentals of Patient Experience (Arabic) Interest Form](https://theberylinstitute.org/arabic-course-interest-form/)
- [Tshirt Interest Form](https://theberylinstitute.org/tshirt-interest-form/)
- [Patient Safety Measures](https://theberylinstitute.org/patient-safety-measures/)
- [Patient Experience University – About](https://theberylinstitute.org/patient-experience-university/patient-experience-university-about/)
- [Russell HIMSS](https://theberylinstitute.org/russell-himss/)
- [WMTY.world Events](https://theberylinstitute.org/wmty-events/)
- [WMTY.world Events](https://theberylinstitute.org/wmty-world-events/)
- [Elevate PX Orgs 2025](https://theberylinstitute.org/elevate-px-orgs-2025/)
- [State of Human Experience](https://theberylinstitute.org/state-of-human-experience/)
- [Michael Fromovitz Award](https://theberylinstitute.org/michael-fromovitz-award/)
- [Simple Page](https://theberylinstitute.org/simple-page/): With nothing much on it.
- [Nurse Executive Roundtable](https://theberylinstitute.org/nurse-executive-roundtable/)
- [WINS](https://theberylinstitute.org/wins/)
- [Introduction to Patient Experience SCORM Files](https://theberylinstitute.org/introduction-to-patient-experience-scorm-files/)
- [ELEVATE PX 2025 Volunteer Opportunities](https://theberylinstitute.org/elevate-px-2025-volunteer-sign-up/): Thank you for your interest in volunteering at ELEVATE PX 2025! The success of this event would not be possible without the incredible support and contributions of our board and council members. Please share your name, contact information, and indicate the volunteer slots where you’re available and willing to serve.
- [December Newsletter](https://theberylinstitute.org/december-newsletter/)
- [WMTYworld Convening Team Information](https://theberylinstitute.org/wmtyworld-convening-team-information/)
- [Convening Team](https://theberylinstitute.org/conveningteam/)
- [Countries WMTY](https://theberylinstitute.org/wmty-countries/)
- [Resources WMTY](https://theberylinstitute.org/what-matters-to-you-old/resources-wmty-test2/)
- [WMTY Resources](https://theberylinstitute.org/what-matters-to-you-old/wmty-resources/): Please find a selection of open-access What Matters To You resources below.
- [Physician Workgroup Inquiry](https://theberylinstitute.org/physician-workgroup-inquiry/)
- [PXPF Webinar Form](https://theberylinstitute.org/pxpf-webinar-form/)
- [Organizational Membership Investment Request](https://theberylinstitute.org/organizational-membership-investment-request/)
- [Survey Request](https://theberylinstitute.org/survey-request/)
- [FAQs Credentialing Center](https://theberylinstitute.org/faqs-credentialing-center/)
- [CAVS](https://theberylinstitute.org/cavs/)
- [CPXP Exam Overview](https://theberylinstitute.org/cpxp-exam-overview/)
- [PXEs Overview](https://theberylinstitute.org/pxes-overview/)
- [March of Dimes Access](https://theberylinstitute.org/march-of-dimes-access/)
- [Book Speaking Pages](https://theberylinstitute.org/book-speaking-pages/)
- [Return on Human Experience](https://theberylinstitute.org/return-on-human-experience/)
- [Credentialing Center Overview](https://theberylinstitute.org/credentialing-center-overview/)
- [Community Council](https://theberylinstitute.org/community-council/)
- [Test](https://theberylinstitute.org/test/)
- [PX Connect Member Survey](https://theberylinstitute.org/px-connect-member-survey/)
- [2026 Community Council Confirmation Form](https://theberylinstitute.org/community-council-confirmation-form/)
- [Patient, Family & Care Partner Workgroup Application](https://theberylinstitute.org/patient-family-care-partner-workgroup-application/)
- [Community Council Interest Form](https://theberylinstitute.org/community-council-interest/)
- [Certificate Badges](https://theberylinstitute.org/certificate-badges/)
- [Global Commitment](https://theberylinstitute.org/global-commitment/)
- [Resources Overview](https://theberylinstitute.org/patient-experience-resources/)
- [2026 Q3 Board & Council Updates](https://theberylinstitute.org/2026-q3-board-council-updates/)

## Products
- [Connection Call: Build a Stronger Foundation for Patient Experience](https://theberylinstitute.org/product/connection-call-build-a-stronger-foundation-for-patient-experience/): Complimentary – 9:00 AM PT / 12:00 PM ET / 5:00 PM London – Looking for a practical, flexible way to strengthen patient experience knowledge across your organization? Join Patient Experience University (PXU), the global learning and credentialing center of The Beryl Institute, to discover how Patient Experience 101 (PX 101) helps organizations build knowledge, strengthen culture, and improve experience.
- [“But What About Me?”, A Structural Redesign for Cascading Trust into an Integrated Culture of Care](https://theberylinstitute.org/product/a-structural-redesign-for-cascading-trust-into-an-integrated-culture-of-care/): In healthcare, patient experience (PX) and employee experience (EX) are often managed as separate priorities despite their interdependence. This article presents a case study from NYC Health + Hospitals/Community Care, a 250-person safety-net division providing home-based services across New York City. In response to frontline staff repeatedly asking, ``But what about me?'' when offered PX best practice suggestions, the organization integrated patient experience, staff engagement, and wellness into a unified Care Experience portfolio led by the Chief Experience Officer. From this structural redesign emerged a practical framework for trust-building organized around three pillars: Purpose, Presence, and Partnership. Purpose aligns staff with mission and frames organizational values as a mutual commitment. Presence emphasizes visible, responsive leadership and a listening ecosystem that identifies strain early and closes feedback loops. Partnership extends beyond listening to shared governance, co-designed safety protocols, staff-led committees, development opportunities, and recognition structures that reinforce agency and belonging. Early indicators from 2025 employee feedback survey data and 2026 participation metrics suggest stronger staff engagement, visibility of support, and voluntary involvement in shared governance. Although these findings do not establish causation, they suggest that integrating PX and EX may serve as an upstream strategy for trust-building, workforce support, and patient care improvement. Implications for scalability, sustainability, and future study are discussed.
- [Building a Culture of Trust: Engaging Teams with Targeted Tactics for Meaningful Improvement in Patient Experience](https://theberylinstitute.org/product/building-a-culture-of-trust-engaging-teams-with-targeted-tactics-for-meaningful-improvement-in-patient-experience/): Rising financial pressures and the need to revitalize culture prompted a renewed emphasis on patient experience at Billings Clinic. This case study describes the impact of redefining patient experience as a measure of trust and a set of care processes. It presents an alternative to the more traditional view of patient experience as an outcome metric based on meeting patient expectations. Billings Clinic chose the patient survey question likelihood of recommending as an organizational goal or key performance indicator (KPI). Under the direction of executive leadership, the patient experience team developed a new strategic framework aimed at driving improvement for this metric. Key features of this framework include reframing likelihood to recommend as a measure of trust, creating strong executive and departmental leadership connections, engaging directly with care teams, developing a patient experience tactic library, sharing patient survey data transparently and utilizing industry developed patient survey goal setting and improvement tools. In all service lines where goals were set, there was an increase in the likelihood of recommending scores. The increase also outpaced the national average increase in several service lines. Patient experience metrics were viewed as a reflection of process consistency rather than individual performance. Overall, this approach created a more focused, collaborative, and actionable way to improve patient experience. By simplifying data, refining communication, and connecting insights to daily workflows, teams were better able to understand their impact and take meaningful action.
- [Plan of Day | Plan of Stay: How Inter-Disciplinary Communication Improved Patient Experience and Hospital Throughput](https://theberylinstitute.org/product/plan-of-day-plan-of-stay-how-inter-disciplinary-communication-improved-patient-experience-and-hospital-throughput/): Background: Effective communication among healthcare team members is critical for delivering high-quality, patient- and family-centered care while optimizing hospital operations. This case study examines the implementation of a structured ``Plan of Day | Plan of Stay'' model, leveraging bedside whiteboards to enhance inter-disciplinary communication in a pediatric hospital setting. By providing a clear, visual summary of daily care plans, care team members, and discharge goals, whiteboards foster transparency, empower patients and families, and facilitate coordinated clinical decision-making. Purpose: This quality improvement initiative evaluated the implementation of a standardized Plan of Day | Plan of Stay communication model on a pediatric gastroenterology (GI) inpatient unit to improve family-centered communication, discharge preparedness, and patient experience. Methods: A multidisciplinary intervention incorporating family-centered rounds, standardized whiteboard utilization, discharge readiness communication, and shared decision-making practices was piloted. Outcomes were assessed using post-discharge patient experience survey data and qualitative feedback from caregivers and staff. Results: Patient satisfaction scores increased significantly from 73.25% to 81.56% (p = .014). Improvements were observed in communication clarity, caregiver involvement, and discharge preparedness. Our analysis demonstrates that routine use of this communication tool during interdisciplinary rounds improves patient and family understanding, reduces anxiety, and enhances satisfaction. Simultaneously, it supports timely discharge planning, optimizes bed utilization, and reduces workflow inefficiencies. Conclusions: Standardizing daily and discharge communication through a Plan of Day | Plan of Stay framework improved patient experience and supported more timely discharges. The model demonstrates promise for broader application across pediatric inpatient settings. The findings underscore that structured, visible communication strategies, such as whiteboard utilization, can serve as a practical, low-cost intervention with measurable benefits for both patient experience and hospital throughput.
- [Patient Psychological Safety: A Qualitative Study of Patient Experiences](https://theberylinstitute.org/product/patient-psychological-safety-a-qualitative-study-of-patient-experiences/): There is growing interest in understanding patients' experiences with psychological safety during healthcare encounters. Recent studies reveal that patients describe needing patient psychological safety (PPS) to form connections with their care providers, which are associated with better health outcomes. Therefore, it is critical to examine indicators of PPS. Using a phenomenological interpretive approach, this study utilized a patient narrative survey methodology to qualitatively explore how and why patients experience a lack of PPS during their healthcare encounters. We surveyed patients from across the U.S. and analyzed responses among a sub-sample of respondents to an open-ended question whose responses indicated they were concerned with PPS in past healthcare encounters (n = 724). Our inductive analysis aimed to identify common themes that emerged for patients with PPS concerns. Four key themes emerged as indicators of lack of PPS: violations of patient dignity, provider distrust of patient stories, disregard of patient input to their care, and inadequate information provided to patients or emotional support of them. Patients who lacked PPS described feeling unseen, unbelieved, uninvolved, and unsupported in their care experiences. These experiences often resulted in emotional distress, frustration, diminished confidence in providers, and reluctance to engage in care, all of which are likely associated with lack of PPS. This study contributes new understanding of patient experiences by conceptualizing them in the context of psychological safety during healthcare encounters. The study offers new patient experience insights, highlighting how providers' words, non-verbal signals, and other actions—even if inadvertent—might interfere with patients' perceptions of PPS.
- [Patient-Centred Care: An Integrated Bibliometric and Structural Equation Modelling Approach](https://theberylinstitute.org/product/patient-centred-care-an-integrated-bibliometric-and-structural-equation-modelling-approach/): This study investigates how communication and service quality in Patient Relationship Management impact patient satisfaction through trust. The literature in this field is predominantly in developed countries, whereas it is scarce in sub-Saharan Africa. Combining bibliometric analysis and structural equation modelling, the study highlights emerging research trends and provides empirical evidence to guide healthcare practitioners, policymakers, and researchers in improving patient care. To strengthen its theoretical foundation, the study integrates the Social Exchange Theory and Expectancy–Disconfirmation Theory to explain the model. The study retrieved quantitative data from the Scopus database for bibliometric analysis. A questionnaire was used to collect data from 310 patients for SEM analysis using purposive sampling. Bibliometric findings revealed that while ``patient satisfaction'' is widely studied, key relational constructs such as trust, communication, and service quality are underutilized, with lower keyword occurrences and limited co-citation networks. This indicates a gap in the literature and highlights the need for empirical investigation of these dimensions. The result of the structural equation modelling revealed that communication and trust had significant direct effects on satisfaction. Service quality had an insignificant direct effect on satisfaction. Trust was found to have a significant mediation effect on the link between communication, service quality, and satisfaction. Patient level of education had a significant moderating effect on the association between perceived service quality, communication, and satisfaction. The study explores provider-patient interaction dynamics within healthcare institutions using a mixed-methods framework, contributing to scholarly discussions and benefiting lawmakers and managers.
- [From Anticipation to Relief: Anxiety Reduction and Patient Experience as Indicators of Trust During Dental Extractions in Orthodontic Treatment](https://theberylinstitute.org/product/from-anticipation-to-relief/): Trust is central to healthcare encounters involving fear and uncertainty. This quasi-experimental study evaluated changes in anxiety before and after dental extractions performed during orthodontic treatment planning and examined whether patient experience factors were associated with post-extraction anxiety. Fifty patients aged 11–40 years undergoing fixed orthodontic treatment requiring extraction were recruited consecutively at a tertiary care hospital from October 2023 to June 2024. Anxiety was measured immediately before and after extraction using the Beck Anxiety Inventory. Post-procedure patient experience was assessed with a structured questionnaire addressing reassurance, communication, privacy, shared decision-making, perceived understanding, and overall experience. Paired t-tests and simple linear regression were applied at p ≤ 0.05. Mean anxiety scores decreased significantly from 18.84 ± 4.09 before extraction to 13.12 ± 4.55 after extraction (p ≤ 0.001), indicating a transition from anticipatory distress to post-procedural relief. Most participants reported positive experiences, including feeling reassured (60%) and well cared for (66%). Positive overall patient experience and feeling understood by the doctor were significantly associated with lower post-extraction anxiety, whereas perceived exclusion from decision-making and lack of privacy were associated with higher anxiety. Female gender and previous painful dental experiences were associated with higher pre-extraction anxiety. These exploratory findings suggest that relational aspects of care, particularly communication, privacy, shared decision-making, and feeling understood, may influence emotional outcomes during orthodontic extractions and strengthen patient confidence through patient-centered care.
- [Self-Medication Experience and Healthcare Trust Among Youth: A Regionally Concentrated Digital Survey in Indonesia](https://theberylinstitute.org/product/self-medication-experience-and-healthcare-trust-among-youth-a-regionally-concentrated-digital-survey-in-indonesia/): Self-medication has become a central experience for youth transitioning toward independent medical decision-making. In the digital era, young people must navigate a complex landscape of health information while seeking independent health solutions. This study investigates self-medication experiences and healthcare trust among youth, utilizing a regionally concentrated digital survey approach in Indonesia. Data were collected via a cross-sectional approach using digital platforms (Instagram, TikTok, and Twitter/X), facilitated by 76 trained enumerators. While respondents from all 38 provinces participated, the sample (N = 2,790) exhibits a major geographical concentration in the Sumatra region. The study employed a validated 16-item instrument to evaluate health-seeking behaviors, following a 100-participant comprehensibility pilot study. Among the total respondents, 2,168 (77.71%) reported active self-medication experiences (mean age 20.05 ± 1.97 years; 71.61% female). These independent choices were primarily driven by perceived mild symptoms (84.59%) and prominent operational barriers at primary health centers, specifically long waiting times (35.65%), driving them toward the convenience of independent health management. Notably, among the self-medicating subsample (n = 2,168), 51.75% (n = 1,122) utilized non-prescription antibiotics, representing 40.21% of the total sample. In navigating self-medication, respondents relied on drug packaging labels (71.22%) and pharmacist advice (46.96%), with drowsiness being the most frequent adverse reaction (38.42%). Ultimately, a fundamental erosion of trust in formal healthcare, coupled with the convenience of independent decision-making, drives this cohort to pursue self-medication. This trend requires urgent interventions to rebuild clinical trust, as high non-prescription antibiotic use directly amplifies the global threat of antimicrobial resistance.
- [Trust Earned Through Relational Care: How Adverse Childhood Experiences Shape Patient Trust in Their Inpatient Physicians—A Convergent Mixed-Methods Study](https://theberylinstitute.org/product/trust-earned-through-relational-care-how-adverse-childhood-experiences-shape-patient-trust-in-their-inpatient-physicians-a-convergent-mixed-methods-study/): Background: Adverse childhood experiences (ACEs) are common, with approximately 60% of the population reporting at least one exposure. Despite well-established links between ACEs and adverse health outcomes, little is known about how ACE exposure shapes hospitalized patients' trust in inpatient physicians. Objective: To examine the association between ACEs and hospitalized patients' trust in inpatient physicians and to explore how trust is formed among patients with high ACE exposure. Methods: In this convergent mixed-methods study, 86 patients admitted to a general internal medicine teaching service at a large urban academic medical center were surveyed across six data-collection sessions (January–July 2024). Participants completed the Trust in Physicians Scale (TPS) and the Philadelphia ACE Survey assessing conventional ACEs (cACEs: abuse, neglect, household challenges) and expanded ACEs (eACEs: neighborhood/community adversity). Descriptive statistics characterized the cohort, and multivariable linear regression examined associations between ACE exposure and TPS scores adjusting for demographic covariates. To contextualize quantitative findings, we conducted in-depth semi-structured interviews with 10 patients with high cACEs; transcripts were analyzed using thematic analysis. Results: The mean cACE score was 3.0 (out of 15) and 40.7% reported ≥ 3 ACEs. After adjustment for race, age, gender, and ethnicity, higher cACEs were associated with higher physician trust (β = 0.49, 95% CI ; p = 0.04). Qualitative interviews (mean cACE 7.8/15) demonstrated that trauma-informed, relational communication—including listening, transparency, and collaborative decision-making—strengthened trust during hospitalization. Conclusion: Trauma-informed relational care represents an actionable strategy to strengthen patient trust in inpatient physicians among individuals with high ACEs.
- [Navigating Uncertainty: Patient Experiences of BIRADS 0 Mammogram Results](https://theberylinstitute.org/product/navigating-uncertainty-patient-experiences-of-birads-0-mammogram-results/): Objective: Describe experiences of patients receiving BIRADS 0 (inconclusive) mammogram results in electronic health portals. Methods: Recruited eighteen patients who had received BIRADS 0 results via the portal in the last 5 years.Semi-structured interviews yielded qualitative data, analyzed sequentially using the immersion crystallization method to identify content and then iterative coding both individually and in groups. A team of 4 researchers coded and analyzed the transcripts, using repeated meetings and a shared spreadsheet to organize codes and develop thematic elements via visual organization. Results: Themes included baseline comfort/trust with healthcare and how it interacted with anxiety about the uncertainty of the results. Searching online for logistical and reassuring information was common, which was also impacted by anxiety and distress. Participants who expressed baseline trust were more likely to use online searches and outreach to reassure them, while those with pre-existing mistrust in healthcare were often made more anxious by looking for information. Conclusions: Patients with BIRADS 0 results handle uncertainty in ways which interact with their trust or mistrust in healthcare, including reaching out to friends and using the internet. There is a need for reliable, on-demand information regarding these results which is accessible via online health portals.
- [From Hospital to Home After Lower-Extremity Open Reduction and Internal Fixation: Patients’ Experiences of Pain Self-Management and Trust-Building Discharge and Follow-Up Support](https://theberylinstitute.org/product/from-hospital-to-home-after-lower-extremity-open-reduction/): After lower-extremity open reduction and internal fixation (ORIF), patients often return home while pain, wound care, mobility restrictions, medication routines, and follow-up needs are still evolving. During this transition, trust in discharge information may shape how patients interpret symptoms, use analgesics, mobilise, involve family members, and decide when to seek help. This qualitative descriptive study explored patients' experiences of pain self-management after lower-extremity ORIF in an Indonesian public hospital context, with attention to trust-building needs across discharge and early follow-up. Eighteen adults participated in individual face-to-face semi-structured interviews at an orthopaedic outpatient clinic. Interviews were audio-recorded, transcribed verbatim, and analysed using reflexive thematic analysis. Three themes were identified: (1) making sense of pain and medications amid uncertainty; (2) pain and fear shaping graded mobilisation; and (3) turning advice into action in real home contexts. Patients used discharge instructions as an initial reference point but often needed clearer guidance on expected versus concerning pain, safe analgesic use, mobilisation progression, and help-seeking. Family involvement was important, although family-related findings reflected patients' accounts rather than direct caregiver perspectives. Findings suggest that trust-building discharge and follow-up support should provide practical symptom thresholds, medication counselling, task-specific mobilisation guidance, family-aligned education, and accessible escalation pathways to reduce uncertainty and support safer recovery at home.
- [Nurses’ Perceptions of Medical Services in Acute Care Hospitals in the Post-COVID-19 Era](https://theberylinstitute.org/product/nurses-perceptions-of-medical-services-in-acute-care-hospitals-in-the-post-covid-19-era/): Purpose: This study aimed to clarify nurses' perceptions of healthcare services in acute care hospitals. Methods: A cross-sectional, anonymous, web-based questionnaire was conducted using SurveyMonkey. Participants were selected using convenience sampling. The survey included questions about the participants' basic attributes and the 22-item M-SERVQUAL scale (a modified multiple-item scale for measuring consumer perceptions of medical service quality). Data analysis involved age-based comparisons using the Kruskal–Wallis test, followed by multiple comparisons using the Bonferroni method. The significance level was set at p < 0.01. Results: The survey was distributed to 1,542 participants, yielding 566 valid responses, with an effective response rate of 36.7%. Age distribution revealed that the largest group was 40–49 years old (26.0%). Among the job positions, 57.6% of the respondents aged 50–59 were nurse managers. Significant differences were found in the first factor, reliability, and the second factor, assurance and responsiveness of the M-SERVQUAL when comparing the age groups. However, no significant differences were found in the third factor, empathy, or tangibles in the fourth. Post-hoc analysis revealed significant differences in reliability, assurance, and responsiveness between the 20–29, 30–39, and 50–59 age groups. Conclusion: Although introducing new healthcare services is necessary in the post-pandemic era, providing care based on trust between patients and providers remains important. Strengthening educational involvement and creating an environment in which nurses of all ages can provide optimal care is essential for achieving this goal.
- [Pathways to Patient-Provider Conflict in Nigeria: A Structural Equation Model of Expectations, Communication, Trust, and Organizational Constraints](https://theberylinstitute.org/product/pathways-to-patient-provider-conflict-in-nigeria/): Objective: This study empirically investigated the drivers of patient-provider conflict and tested a conceptual model linking treatment expectations, communication, trust, and organizational constraints to conflict intensity in Nigerian tertiary care. Methods: A cross-sectional survey of 400 patients (response rate 82.3%) and 150 healthcare providers (response rate 71.2%) from three Nigerian tertiary hospitals was conducted using stratified random sampling. Validated, culturally adapted scales measured unrealistic treatment expectations, communication barriers, organizational constraints, trust, and conflict intensity. Data were analyzed using Structural Equation Modeling (SEM) with maximum likelihood estimation and bootstrapping for mediation testing. Multi-group confirmatory factor analysis established measurement invariance across samples. Results: The model demonstrated good fit (CFI = .94, RMSEA = .05, SRMR = .04). Unrealistic expectations (β = 0.38, p < .001) and communication barriers (β = 0.32, p < .001) were direct, significant predictors of conflict. The effect of expectations on conflict was partially mediated by a decrease in patient trust (indirect β = 0.10, p < .01; total effect β = 0.48). Organizational constraints significantly moderated the relationship between communication barriers and conflict (β = 0.18, p < .01), with the relationship being stronger in high-constraint environments (simple slope β = 0.48 vs. 0.22). Conclusion: Patient-provider conflict is directly fueled by misaligned expectations and communication failures, with effects exacerbated by eroding trust and amplified by systemic resource constraints. Effect sizes exceed those reported in high-income settings, suggesting context-specific amplification. A multi-level intervention strategy targeting patient education, provider communication skills, and systemic bottlenecks is essential.
- [Centering Community Voices to Address Healthcare Inequities in Underserved Utah Populations](https://theberylinstitute.org/product/centering-community-voices-to-address-healthcare-inequities-in-underserved-utah-populations/): Persistent disparities in health outcomes across the United States are often driven by systemic inequities and social determinants of health. In Utah, these inequities are particularly pronounced among racially, ethnically, and geographically underserved populations. Community healthcare workers (CHWs) who share lived experiences with these communities are uniquely positioned to bridge the gap between patients and a fragmented healthcare system. This study aimed to explore how underserved communities in Utah perceive and interact with the healthcare system, centering their lived experiences to inform more equitable care models. We conducted eight focus groups with 73 participants from six medically underserved communities: African American, African Refugee, Native American, Pacific Islander, Hispanic-Latino, and Rural Utah. Each group was co-facilitated by trained CHWs from respective communities. Using a phenomenological approach and inductive analysis, we identified key themes based on shared narratives of health, healthcare access, and cultural context. Eight major themes emerged: barriers to accessing care, personal or systemic trauma, humanistic healthcare, building relationships, cultural competency, dimensions of health, navigating the healthcare system, and advocacy. While some themes were common across groups, community-specific priorities also emerged, highlighting the need for culturally grounded approaches. CHWs were consistently described as trusted advocates, helping participants navigate care and elevate their concerns in ways traditional systems often fail to accommodate. Findings underscore the urgent need to reform healthcare systems around the lived experiences of marginalized communities. Embedding CHWs in care delivery, emphasizing cultural humility, and promoting trauma-informed, relationship-centered models can help address persistent health inequities.
- [Caring But Still Hurting: Uninsured Patients’ Illness and Healthcare Experiences at a U.S. Free Clinic](https://theberylinstitute.org/product/caring-but-still-hurting-uninsured-patients-illness-and-healthcare-experiences-at-a-u-s-free-clinic/): While free clinics provide essential healthcare to socioeconomically disadvantaged populations, patients' lived experiences in these settings remain underexplored. This qualitative study examined how uninsured patients at a U.S.-based free clinic perceive their illness experiences and interactions with healthcare providers. From October to December 2024, semi-structured interviews were conducted with 21 adult patients (ages 18–72; M = 49.14), most of whom were non–U.S.-born and primarily Spanish-speaking. Participants described illness as entangled with emotional distress, social isolation, stigma, and disruptions to identity and family roles—revealing a psychological burden that extends beyond physical symptoms. These findings highlight the need to integrate psychosocial and culturally responsive support into primary care delivery in resource-constrained settings like free clinics.
- [From Drifting to Anchored: How Online Health Communities Can Transform Care for Complex Chronic Illness](https://theberylinstitute.org/product/from-drifting-to-anchored-how-online-health-communities-can-transform-care-for-complex-chronic-illness/): This personal narrative recounts a 25-year diagnostic odyssey with Ehlers-Danlos syndrome, defined by medical fragmentation, dismissed symptoms, and profound isolation. It illustrates how Online Health Communities (OHCs) bridged the chasm between lived experience and a clinical system ill-equipped for complex chronic illness. For patients like me, these digital forums provide the peer validation, practical knowledge, and self-advocacy tools necessary to navigate a disjointed healthcare landscape. For providers, this story underscores a critical opportunity: proactive, non-judgmental engagement with OHCs is not a threat to expertise but a foundational strategy for patient-centered care. By acknowledging and constructively partnering with these patient-led spaces, clinicians can transform the therapeutic alliance, combat isolation, and co-create a more collaborative, effective, and humane model of care for the most vulnerable populations.
- [Secondary Infertility: A Personal Story of Loss and Grief](https://theberylinstitute.org/product/secondary-infertility-a-personal-story-of-loss-and-grief/): An increasing number of people worldwide are experiencing fertility and this trend is reflected in the data from the United Kingdom. However, most research focuses on the experiences of women and so the male perspective is largely missing from the literature. This narrative is an account of my personal journey of secondary infertility. Presenting a male perspective of infertility provides a point of view which is rarely explored and is about a topic which feels largely a societal taboo. I chart how infertility has changed me, what it has meant to me through my years of trying to come to terms with it, and so also represents a search for meaning and personal identity in a fragmented world. My experiences indicate that men's responses to secondary infertility can be similar to those of women, with feelings of grief, loss, frustration, guilt, depression, and a loss of identity and role. Little support is offered for couples and individuals experiencing secondary infertility and men are generally not thought to experience these emotions. As a result, this grief is felt to be largely disenfranchised.
- [When Hope Meets Harm: A Story of Trust, Pain, and Consent in Intimate Care](https://theberylinstitute.org/product/when-hope-meets-harm-a-story-of-trust-pain-and-consent-in-intimate-care/): Transparent communication is key to building and maintaining strong patient-provider relationships. In this article, I interviewed a patient who shared her experience undergoing treatment for a chronic vulvar condition and the consequences that followed. She described a painful procedure for which she felt unprepared and later realized she had not been educated about the need for ongoing care. Years later, this gap in understanding contributed to irreversible disease progression. After re-establishing care with a dermatologist she felt comfortable confiding in, the patient expressed a desire for her story to be shared. This narrative presents her experience as she shared it with me and reflects on the lessons it offers for clinical practice. As a resident physician, listening to her story reshaped how I think about informed consent, patient education, and the responsibility to prepare patients not only for procedures, but for their sequelae.
- [AI as a Physician Companion in Enhancing Trust in Healthcare](https://theberylinstitute.org/product/ai-as-a-physician-companion-in-enhancing-trust-in-healthcare/): Trust remains a fundamental pillar of the physician–patient relationship, ensuring care that is safe, evidence-based, and grounded in shared decision-making; however, the increasing use of artificial intelligence tools such as ChatGPT has introduced a new dynamic in how patients interpret symptoms and seek medical advice. This narrative describes a clinical encounter involving an elderly patient with multiple myeloma whose caregiver used ChatGPT to evaluate new-onset slurred speech suggestive of stroke, resulting in an urgent recommendation driven by incomplete clinical information. Through comprehensive history-taking, physical examination, and careful review of the Artificial Intelligence (AI)-generated response, the physician reassured the caregiver, contextualized the limitations of AI input, and provided guidance on its appropriate use. Rather than undermining trust, this interaction demonstrated that AI can serve as a catalyst for patient engagement and timely care-seeking, while offering physicians an opportunity to validate concerns, enhance communication, and reinforce clinical reasoning. When integrated thoughtfully into clinical conversations, AI has the potential to strengthen trust, improve patient satisfaction, and support safer, more collaborative care.
- [Building Trust in the Absence of Certainty: Community as Trust in Action](https://theberylinstitute.org/product/building-trust-in-the-absence-of-certainty-community-as-trust-in-action/): This personal narrative explores how trust is experienced and sustained in the context of serious illness, where uncertainty is persistent and control is limited. Drawing on the lived experience of caregiving for a child with an undiagnosed congenital diaphragmatic hernia (CDH), this personal narrative examines how trust emerges not as a matter of belief or individual choice, but as something recognized through the actions of others.
- [Rebuilding Trust After Bondi Beach: Healing Patients, Protecting Caregivers, and the Sacred Work of Care](https://theberylinstitute.org/product/rebuilding-trust-after-bondi-beach-healing-patients-protecting-caregivers-and-the-sacred-work-of-care-authors/): The Bondi Beach tragedy of December 14, 2025 profoundly disrupted Australia's collective sense of safety, belonging, and trust. Beyond the immediate loss of life and injury, such events exert lasting impacts on healthcare systems and the people who work within them. This article explores how trust can be rebuilt not only for patients and communities, but also for caregivers themselves. Drawing on trauma-informed care, psychological safety, and human experience design, it examines the often-overlooked dimensions of staff safety, the essential role of pastoral care and chaplaincy, and the particular vulnerabilities experienced by faith-based caregivers during periods of social fracture and fear. Rebuilding trust, it argues, is not simply a return to pre-trauma norms, but a collective and relational practice grounded in belonging, protection, reflection, and moral courage.
- [Supporting the Human Experience: Why Compassion Outperforms Empathy in Care Delivery](https://theberylinstitute.org/product/supporting-the-human-experience-why-compassion-outperforms-empathy-in-care-delivery/): Healthcare professionals are often taught that empathy, defined as imagining oneself in the emotional experience of another, is essential to providing excellent care. Yet in high-stress, high-stakes clinical environments, the very tool given to increase patient and employee connection can contribute to disengagement, burnout, and diminished resiliency. This research review article examines the longstanding conflation of empathy and compassion in healthcare and argues that the distinction between the two is not merely semantic but critical to provider well-being and patient outcomes. Drawing on research from neuroscience, psychology, and communication studies, the piece outlines how emotional, perspective-taking empathy activates the brain's pain and stress centers, increasing emotional load for clinicians who are already working in environments defined by high emotion and low control. In contrast, compassion, defined as recognizing another's suffering paired with a desire to help, engages neural pathways associated with regulation, problem-solving, and connection. Compassion-based approaches have been associated with improved resilience, enhanced patient satisfaction, and increased provider engagement. By separating these concepts and examining their distinct impacts, this article highlights why ``compassion fatigue'' may be a misnomer for what is actually empathy-driven overload. The intended takeaway is a reframing of how caring connections are taught and practiced in healthcare: shifting from empathy as emotional immersion to compassion as a sustainable, action-oriented tool that protects providers while still strengthening the quality of connection at the heart of the patient experience.
- [Racial Concordance and the Assumption of Trust: Why Engagement Is Often Mistaken for Partnership in the Care of Black Men](https://theberylinstitute.org/product/racial-concordance-and-the-assumption-of-trust-why-engagement-is-often-mistaken-for-partnership-in-the-care-of-black-men/): Race concordance between patients and clinicians is frequently promoted as a strategy to improve trust and engagement for Black men in healthcare. Evidence suggests that encounters with Black male clinicians often increase patient comfort and observable engagement; however, engagement alone does not necessarily reflect trust. Drawing on professional experience as a nurse and researcher working with Black men, and on prior research examining shared decision-making preferences among Black men with hypertension in the U.S. Mid-South, this Personal Narrative examines how race-concordant encounters may rely on presumed trust, leading clinicians to advance diagnosis and treatment planning without adequate co-construction of care. When engagement is conflated with trust, Black men may appear receptive while remaining insufficiently involved in clinical decision-making. Recent evidence further suggests that high-quality shared decision-making (SDM) is independently associated with reduced healthcare expenditures, and that these effects are amplified within racially concordant relationships, findings that underscore the imperative to move beyond surface-level engagement. This article argues that trust must be deliberately cultivated through practices that assess patient knowledge, elicit preferences, and support shared decision-making. Evidence-informed recommendations are presented to support clinicians and healthcare leaders in strengthening patient-clinician partnerships and advancing equitable patient experience for Black men.
- [Building or Breaking Trust in Healthcare Through Patient and Family Engagement in Research and Service Design: The Need for Authentic Engagement Practices](https://theberylinstitute.org/product/building-or-breaking-trust-in-healthcare-through-patient-and-family-engagement-in-research-and-service-design/): Trust in the healthcare system is an important driver of public health, but is sometimes lacking among individuals and communities. Patient and family engagement in research and service development is one proposed means of influencing trust. Patients and families can be engaged authentically and meaningfully as partners in the conduct of research and the development of healthcare services. When engagement is conducted following best practices, patients and families have the opportunity to build strong mutual relationships with project leads, hold a share of the power in the discipline, and exercise choice to influence the research and service development agenda. These mechanisms might increase trust in researchers and clinicians, potentially extending to institutions and entire systems of care. However, if conducted poorly, patient and family engagement may erode trust, creating frustration, skepticism, and retraumatization. When engagement goes wrong, the utmost care must be taken to building shared solutions to challenges, with the goal of rebuilding trust that has been lost. Importantly, no amount of high-quality engagement can be expected to erase the substantial historical and current harms that have been done to patients and communities within the healthcare system. In order for patient and family engagement to increase trust in the healthcare system, it is incumbent on project leads to be worthy of the trust they seek, while always maintaining the context of a historical backdrop that was not.
- [Co-Designing Trust: Patient Experience, Relationships, and the Design of Care](https://theberylinstitute.org/product/co-designing-trust-patient-experience-relationships-and-the-design-of-care/): Trust can have a positive or negative impact on patients, families, and community healthcare experience. Although important, it is often treated as something soft and intangible rather than something intentionally measured and designed. Currently, healthcare organizations collect and report patient experience data related to communication, courtesy, respect, and responsiveness. But these measures do not capture the specific behaviors that influence whether trust builds or whether it stalls. This commentary explores trust as a foundational behavioral and environmental element in healthcare and challenges that improving trust requires more than good intentions; it requires bringing voices to the table through co-design. Starting with the historical changes in care delivery and relationship building to emerging trust-building frameworks, this commentary highlights the need to move beyond indirect indicators and toward measurable, observable trust-building behaviors, patient and team member co-design, and the design of organizational environments that support relationship-centered care.
- [A Modern Playbook for Trust Across the Health Ecosystem](https://theberylinstitute.org/product/a-modern-playbook-for-trust-across-the-health-ecosystem/): Public trust in health care delivery, public health, and biomedical innovation is at a historic low. While many place the blame on the COVID-19 pandemic and the proliferation of social media, the reality is that distrust is a deeply rooted structural challenge that has plagued the U.S. for centuries. It is tied to historical movements for medical freedom and centuries of systemic discrimination and earned mistrust among minoritized communities. Today, this crisis is compounded by a lack of shared values and facts and the rising dominance of tribal identity over objective science. The Coalition for Trust in Health & Science is working across the entire health ecosystem to bring a new approach to trust-building. Approaches targeting macro- and micro-level interventions have promise in establishing, rebuilding, and/or maintaining trust between the field and the American people.
- [Healing the Social Covenant: Rebuilding Trust and Re-humanizing Healthcare](https://theberylinstitute.org/product/healing-the-social-covenant-rebuilding-trust-and-re-humanizing-healthcare/): Violence against healthcare workers continues to escalate despite substantial investments in security measures, workplace violence prevention programs, and legislative protections. Although these interventions are necessary, they have not produced sustained improvements in workforce safety or retention, suggesting that workplace violence is more than a behavioral or security problem. This commentary argues that it also reflects a deeper erosion of trust within healthcare. Drawing on evidence linking workplace violence to burnout, moral injury, psychological distress, and turnover intention among nurses, we propose that repairing trust is essential to sustaining the workforce and healthcare. Building on our earlier work, Rebuilding a Foundation of Trust (2021), we examine how fractured relationships among clinicians, healthcare organizations, patients, families, and communities have weakened the moral infrastructure that supports healing.1 We suggest that reframing healthcare as a social covenant, rather than a transactional contract, offers a stronger ethical foundation for restoring mutual responsibility, accountability, and shared purpose. Within this framework, trust becomes a collective responsibility.This commentary describes two public engagement initiatives developed through the R³: Renewal, Resilience, and Retention of Maryland Nurses Initiative—Humanizing Healthcare and A World Without Nurses—that strengthen dialogue between healthcare professionals and the public. These initiatives illustrate how structured dialogue, storytelling, and community engagement foster empathy, rebuild trust, and promote shared responsibility for creating safe, humane healthcare environments. Renewing the social covenant between healthcare professionals and the communities they serve may be an underrecognized strategy for restoring trust, sustaining the workforce, and advancing more humane healthcare.
- [Trust: Why a Commitment to Human Experience Matters](https://theberylinstitute.org/product/trust-why-a-commitment-to-human-experience-matters/): Trust is one of the most essential elements in our overall human existence. It is a critical part of our human experience, one that reaches well beyond the boundaries of healthcare. Trust is the element that holds society together. It emerges in the relationship of one human being connecting with another human being, and it reaches to the engagements people have with organizations, institutions, and systems as well. Trust, while hard to hold, is ever present. It is a powerful force that guides our way of being, our interactions, our choices, even if we ourselves are not directly conscious of it. With that, it stands firmly as a cornerstone of experience excellence overall and is why a commitment to human experience matters. Ultimately, a commitment to human experience matters in our conversation specifically here, as it is an essential driver of trust itself. It is not trust that creates experience, but rather it is trust that is fostered by it. And trust provides a path of us to achieve that outcomes we aspired to and that all people deserve.
- [Front & Center: Disability Rights, Community Care, and the Future of the Olmstead Decision](https://theberylinstitute.org/product/front-center-disability-rights-community-care-and-the-future-of-the-olmstead-decision/): The U.S. Department of Justice released a new legal opinion in June regarding the Olmstead decision from the Supreme Court. It was a landmark decision and victory for those with disabilities to receive state-funded services in the most integrated setting appropriate. Prior to the court’s decision, the disabled were largely institutionalized – many of them unable to stay with their loved ones. Some called the ruling the “Brown v. Board of Education” of the disability rights movement.
- [Using Social Media to Support Quiet at Night](https://theberylinstitute.org/product/using-social-media-to-support-quiet-at-night/): Discover how Northwell Health used short-form social media content to reinforce Quiet at Night practices, engage nursing staff, and keep the importance of patient rest top of mind. Learn practical strategies for using creative, authentic messaging to support a culture of healing beyond traditional education. 
- [When Feedback Gets Real: Turning Insights into Action](https://theberylinstitute.org/product/when-feedback-gets-real-turning-insights-into-action/): In a world of unfiltered feedback, healthcare leaders must listen with intention and respond with purpose. This webinar explores how to turn candid patient, family, and staff input into targeted action. Through real-world examples, attendees will gain tools to identify patterns, foster accountability, and build a culture of learning and responsiveness.
- [The Strategic Value of Healthcare Volunteers](https://theberylinstitute.org/product/the-strategic-value-of-healthcare-volunteers/): What if your volunteers stopped showing up? Houston Goodwin, CEO of Better Impact, joins Stacy Palmer to discuss how healthcare organizations can better leverage volunteer programs to improve patient experience, support staff, and make the case for greater investment. Learn how volunteer leaders can measure impact, tell their story with data, and position volunteerism as a strategic arm of healthcare.
- [Hard-Wiring Engagement: Embedding Patient and Family Voice through Policy](https://theberylinstitute.org/product/hard-wiring-engagement-embedding-patient-and-family-voice-through-policy/): This session brings the webinar series together by focusing on how organizations can hard-wire patient, family, and care partner engagement through organizational policy. Participants will explore policy levers, language, and governance strategies that support long-term sustainment of Domain #5 elements and ensure engagement is embedded in decision-making, accountability, and safety structures.
- [Compassion and Empathy as a Strategic Intent](https://theberylinstitute.org/product/compassion-and-empathy-as-a-strategic-intent/): Complimentary Headliner Webinar - 11:00 AM PT / 2:00 PM ET / 7:00 PM London - Compassion and empathy, often treated as optional “soft skills” in healthcare, are recast as essential strategic capabilities that shape how care is designed, delivered, and led. Drawing from neuroscience, psychology, organizational science, and lived experience, we will discuss how empathy is a perceptual skill and compassion is empathy in action; both are measurable, trainable, and operationally consequential. We will describe practical tools for embedding compassion into healthcare systems, including structured empathy training, narrative learning, deep-listening workshops, compassionate leadership development, experience-based co-design, and the integration of empathy metrics into quality frameworks.
- [Elevating the Imaging Experience Through Music](https://theberylinstitute.org/product/elevating-the-imaging-experience-through-music/): Learn how MD Anderson Cancer Center partnered with patients, staff, and music therapy experts to reduce "scanxiety" in imaging settings. This Learning Bite explores how thoughtfully prescribed music can create a calmer environment, improve the patient experience, and contribute to measurable gains in satisfaction.
- [What Matters Most: Advancing Human-Centered Care Through a Simple Question](https://theberylinstitute.org/product/what-matters-most-advancing-human-centered-care/): In this episode, host Kiia Lappalainen sits down with Claire Snyman and Angela DeVanney of What Matters to You World to explore how one simple question—"What matters to you?"—can transform healthcare experiences. Drawing on both professional and personal perspectives, they share powerful stories illustrating how understanding what matters most to patients leads to more personalized care, stronger relationships, and better outcomes. They also offer practical advice for organizations looking to embed this human-centered approach into everyday practice, demonstrating that meaningful change often begins with a single conversation.
- [Little Stories with Big Impact: Where Healthcare Integration Comes to Life](https://theberylinstitute.org/product/healthcare-experience-storybook/): Little Stories with Big Impact is the companion storybook to our white paper, The Sum of All Interactions: Advancing Human Experience through an Integrated Ecosystem. Through 29 real stories shared by healthcare organizations from The Beryl Institute community, it brings the principles of an integrated ecosystem to life, illustrating how collaboration, communication, partnership, and compassion shape meaningful human experiences.
- [Vibe Check: Is Your Healthcare Teen Volunteer Program Sigma or Beta?](https://theberylinstitute.org/product/vibe-check-is-your-healthcare-teen-volunteer-program-sigma-or-beta/): This blog is part of a series on Teen/Youth Volunteer Programs in Healthcare. Please see below to explore other resources on this topic.
- [Teen Volunteers are Shaping the Human Experience in Healthcare](https://theberylinstitute.org/product/teen-volunteers-are-shaping-the-human-experience-in-healthcare/): Podcast: Turning Teen Volunteers into Healthcare Leaders - The Beryl Institute
- [Closing the Loop: Using Real-Time Feedback to Improve Patient Experience](https://theberylinstitute.org/product/closing-the-loop-using-real-time-feedback-to-improve-patient-experience/): Healthcare organizations have long relied on post-discharge surveys to understand the patient experience. While valuable, these tools often provide feedback too late to address concerns, recover service failures, or improve care while patients are still receiving treatment. Providence Holy Cross Medical Center sought a more proactive approach by implementing real-time patient feedback that enabled immediate action and meaningful improvement.
- [Turning Teen Volunteers into Healthcare Leaders](https://theberylinstitute.org/product/turning-teen-volunteers-into-healthcare-leaders/): (This podcast is Part 1 of a content series on Teen/Youth Volunteer Programs.)
- [Taking Action in Hearing Care: Building on Patient Motivation](https://theberylinstitute.org/product/taking-action-in-hearing-care-building-on-patient-motivation/): This is also true in hearing care, where taking action often requires significant behavior change. A patient may understand that hearing aids could improve communication but still feel reluctant to move forward. They may worry about appearing old, struggle to accept that their hearing has changed, feel overwhelmed by technology, or have heard negative stories from friends and family.
- [Transforming Care from the Inside Out: The Impact of Peer Coaching on Provider Well-Being and Patient Experience](https://theberylinstitute.org/product/transforming-care-from-the-inside-out-the-impact-of-peer-coaching-on-provider-well-being-and-patient-experience/): Learn how Dartmouth Health is transforming care from the inside out through peer coaching. Jason Vallee, PhD, explores how supporting provider well-being through a structured coaching program improves engagement, reduces burnout, and enhances the patient experience.
- [Beyond the Clock: Improving the Human Experience of Waiting in Healthcare](https://theberylinstitute.org/product/beyond-the-clock-improving-the-human-experience-of-waiting-in-healthcare/): This white paper examines one of healthcare's most persistent challenges: waiting.
- [Spiritual Care Connection Call – Celebrating Spiritual Care Week](https://theberylinstitute.org/product/spiritual-care-connection-call-celebrating-spiritual-care-week/): 11:00 AM PT / 2:00 PM ET / 7:00 PM London - Spiritual Care Week offers an opportunity to recognize and celebrate the vital contributions of chaplains and spiritual care providers across healthcare and community settings. Join the Spiritual Care Workgroup for a connection call as we reflect on the impact of spiritual care, share stories of meaningful practice, and explore ways organizations can honor and support spiritual care professionals.
- [Temporary Medical Lodging: The Distance Between Home and Here](https://theberylinstitute.org/product/temporary-medical-lodging-the-distance-between-home-and-here/): But what if we thought about it differently? Research on the social determinants of health has increasingly documented the pathways by which unmet social needs shape health outcomes. Temporary medical lodging fits squarely within that framework. And for many patients and caregivers navigating domestic medical travel, it is the need that remains most systematically unaddressed.
- [From Call Light to Connected Care: Advancing Safety, Communication, and Engagement](https://theberylinstitute.org/product/from-call-light-to-connected-care-advancing-safety-communication-and-engagement/): St. James Parish Hospital transformed its nurse call system into a digital care platform that improved patient communication, strengthened safety monitoring, and expanded family engagement. Discover the solution that helped create a more informed and connected patient experience.
- [The Healing Power of Human Connection](https://theberylinstitute.org/product/the-healing-power-of-human-connection/): Complimentary Headliner Webinar - 11:00 AM PT / 2:00 PM ET / 7:00 PM London - Every day, acts of compassion, kindness, and human connection shape the experiences of patients, families, and healthcare professionals. Drawing on insights from millions of stories shared around the world, this webinar explores how meaningful human interactions foster healing, build trust, strengthen teams, and create cultures where everyone can thrive. Participants will discover why compassion, meaningful recognition, and belonging are essential drivers of safety, quality, workforce engagement, and the human experience.
- [Monthly Member Meet-up (December 2026)](https://theberylinstitute.org/product/monthly-member-meet-up-december-2026/): 9:00 AM PT / 12:00 PM ET / 5:00 PM London – Join us for an informal member networking meet-up designed for open conversation and connection. With no formal agenda, this session is simply a space to show up with questions, engage with peers, and exchange ideas with fellow members and our membership team. All are welcome – new and longtime members alike.
- [Monthly Member Meet-up (November 2026)](https://theberylinstitute.org/product/monthly-member-meet-up-november-2026/): 9:00 AM PT / 12:00 PM ET / 5:00 PM London – Join us for an informal member networking meet-up designed for open conversation and connection. With no formal agenda, this session is simply a space to show up with questions, engage with peers, and exchange ideas with fellow members and our membership team. All are welcome – new and longtime members alike.
- [Monthly Member Meet-up (October 2026)](https://theberylinstitute.org/product/monthly-member-meet-up-october-2026/): 9:00 AM PT / 12:00 PM ET / 5:00 PM London – Join us for an informal member networking meet-up designed for open conversation and connection. With no formal agenda, this session is simply a space to show up with questions, engage with peers, and exchange ideas with fellow members and our membership team. All are welcome – new and longtime members alike.
- [Monthly Member Meet-up (September 2026)](https://theberylinstitute.org/product/monthly-member-meet-up-september-2026/): 9:00 AM PT / 12:00 PM ET / 5:00 PM London – Join us for an informal member networking meet-up designed for open conversation and connection. With no formal agenda, this session is simply a space to show up with questions, engage with peers, and exchange ideas with fellow members and our membership team. All are welcome – new and longtime members alike.
- [Compassion Connected Communication](https://theberylinstitute.org/product/compassion-connected-communication/): Compassion is a critical driver of patient experience, staff well-being, and trust. Grounded in emotional intelligence, this presentation explores compassion as a learnable skill that is expressed through observable behaviors, especially in moments when emotions escalate or dignity is threatened.
- [CPXP Informational Connection Call: Your Guide to the CPXP Credentialing Process (August 2026)](https://theberylinstitute.org/product/cpxp-informational-connection-call-your-guide-to-the-cpxp-credentialing-process-august-2026/): Complimentary - 9:00 AM PT / 12:00 PM ET / 5:00 PM London - Considering the Certified Patient Experience Professional (CPXP) designation? Join Patient Experience University (PXU), the global learning and credentialing center of The Beryl Institute, for an informational connection call that clarifies what CPXP is, who it’s designed for, and how to move forward. The PXU team will walk you through what the credential represents, the application process, what to expect from the exam, and answer your questions.
- [What We Wear Shapes Patient Trust](https://theberylinstitute.org/product/what-we-wear-shapes-patient-trust/): In healthcare, first impressions are formed in seconds, and our research shows that what we wear plays a powerful role in shaping trust, comfort, and confidence during some of life’s most vulnerable moments.
- [From Personal Loss to Global Change: Vita Steina’s Mission to Advance Human Experience in Healthcare](https://theberylinstitute.org/product/from-personal-loss-to-global-change-vita-steinas-mission-to-advance-human-experience-in-healthcare/): Jason Wolf sits down with Vita Steina, one of the leading voices advancing human experience across Europe. In this inspiring conversation, Vita shares how the loss of her young son to cancer transformed her life and sparked a mission to improve healthcare for patients, families, and caregivers. From pioneering patient experience efforts in Latvia to advocating for human experience as a cornerstone of healthcare quality and policy, Vita discusses the power of purpose, the importance of supporting the workforce, and her vision for creating lasting change across healthcare systems. A powerful conversation about resilience, leadership, and the human heart at the center of care.
- [Reducing LWBS Through Operational Excellence in the ED](https://theberylinstitute.org/product/reducing-lwbs-through-operational-excellence-in-the-ed/): Explore how a multidisciplinary team improved Emergency Department flow, communication, and patient experience. By addressing inefficiencies through collaborative redesign, the initiative achieved a sustained drop in “left without being seen” (LWBS) and better patient feedback. This webinar offers data-driven, replicable methods to optimize operations and enhance the ED experience for both staff and patients.
- [When Communication Is Safety: Why Testing Bilingual Staff Matters](https://theberylinstitute.org/product/when-communication-is-safety-why-testing-bilingual-staff-matters/): What happens when bilingual staff speak with patients in another language, but their medical language skills have never been validated? In this Learning Bite, Rebecca Ruckno of Geisinger Health System shares how the organization partnered with LanguageLine Solutions to implement a systemwide bilingual proficiency testing program that ensures accurate clinical communication and supports regulatory compliance. Learn how validated language testing reinforces a simple but powerful principle: communication is safety.
- [Change Leadership: Five Tactics to Make Best Practices Stick](https://theberylinstitute.org/product/change-leadership-five-tactics-to-make-best-practices-stick/): Complimentary - Change in healthcare is inevitable - and often challenging. Yet it’s essential for sustaining the patient experience behaviors and practices that matter most to patients and for bringing meaning and joy to the work of healthcare professionals. Change feels even harder when patient experience best practices fall short because real world circumstances and barriers get in the way. Join this webinar to learn five practical tactics that help patient experience best practices truly stick. You’ll gain insights that make it easier to lead teams through change and support teams in doing the right thing consistently. You’ll leave with a renewed perspective and a clearer path to lasting improvement.
- [Spiritual Care Connection Call – Demystifying Chaplaincy](https://theberylinstitute.org/product/spiritual-care-connection-call-demystifying-chaplaincy/): Chaplaincy is often misunderstood, yet it plays a critical role in supporting patients, families, and care teams. Join the Spiritual Care Workgroup on a connection call to demystify chaplaincy - exploring what chaplains do, how they integrate into care teams, and the impact they have across care settings.
- [Care Partners as Essential Team Members in Safe Care](https://theberylinstitute.org/product/care-partners-as-essential-team-members-in-safe-care/): This session explores the role of care partners as essential members of the care team and their impact on patient safety. Participants will examine strategies to support care partner presence and engagement across the care continuum, including bedside rounding, shift reports, discharge planning, and flexible visitation practices that promote safety and partnership.
- [Healing Happens at Night: Improving Sleep Health in Pediatric Hematology & Oncology Patients and Caregivers](https://theberylinstitute.org/product/healing-happens-at-night-improving-sleep-health-sleep/): Cook Children’s Hospital shares how a simple, family-centered approach significantly improved sleep quality for pediatric hematology/oncology patients and their caregivers. In this case study, discover practical, low-cost strategies that reduce sleep disruptions and enhance the overall care experience.
- [The State of Patient Experience 2019: Reflections and Four Considerations for Action](https://theberylinstitute.org/product/the-state-of-patient-experience-2019-reflections-and-four-considerations-for-action/): by Jason A. Wolf, PhD, CPXP
- [Lessons from the Lived Experience: What Your Vented Patients Would Ask if they Could](https://theberylinstitute.org/product/lessons-from-the-lived-experience-what-your-vented-patients-would-ask-if-they-could/): by Tiffany Christensen, CPXP
- [A Special Welcome to the Volunteer Professionals Community](https://theberylinstitute.org/product/a-special-welcome-to-the-volunteer-professionals-community/): Posted By Stacy Palmer, Monday, August 17, 2020
- [Reflections on “What Matters”](https://theberylinstitute.org/product/reflections-on-what-matters/): Complimentary - Learn how the “What Matters to You?” movement began in Scotland and how 14 years of asking this powerful question has influenced person-centered care around the world. Through practical examples and lessons learned, this webinar explores ways to strengthen partnerships, support shared decision-making, and ensure care is guided by what matters most to people and families.
- [What Matters Most: A Conversation with Maureen Bisognano](https://theberylinstitute.org/product/what-matters-most-a-conversation-with-maureen-bisognano/): In this special What Matters to You episode of To Care Is Human: Leading the Conversation, Jason Wolf sits down with healthcare pioneer Maureen Bisognano to explore the question that sparked a global movement: “What matters to you?” Drawing on personal stories as a nurse advocating for critically ill patients to the moments that shaped her lifelong commitment to person-centered care, she shares powerful examples of how listening deeply can change lives. Listeners will leave inspired by practical ways to bring the What Matters to You philosophy into everyday interactions with patients, families, colleagues, loved ones, and themselves.
- [Reframing Physician Perceptions of Patient Experience: A Physician’s Perspective](https://theberylinstitute.org/product/reframing-physician-perceptions-of-patient-experience-a-physicians-perspective/): This PX Learning Bite features physician leader Amit Singh, M.D., of Cook Children’s Medical Center, sharing a powerful perspective on why patient experience is not separate from clinical care, but fundamental to better outcomes, safety, trust, and healing relationships. Drawing from key themes in From Myths to Truths: Reframing Physician Perceptions of Patient Experience, this video reveals small but powerful actions that signal respect, attention, and compassion while requiring very little additional time.
- [Planting a Seed in Hostile Soil: Reclaiming Humanity in Healthcare](https://theberylinstitute.org/product/planting-a-seed-in-hostile-soil-reclaiming-humanity-in-healthcare/): In this episode of To Care is Human, Victor Montori, M.D., joins Jason Wolf for a thought-provoking conversation on the humanity of healthcare. Together, they explore how healthcare has become increasingly industrialized, why human connection and curiosity matter in care, and what it will take to create a future grounded in “careful and kind care for all.”
- [Prioritizing Patient Rest: Response to the New HCAHPS Restfulness Questions](https://theberylinstitute.org/product/prioritizing-patient-rest-response-to-the-new-hcahps-restfulness-questions/): This case study explores how The Queen’s Medical Center prioritized patient rest and healing through systemwide practices focused on communication, environment, staff training, and volunteer support in response to new HCAHPS restfulness measures. Their efforts reinforced rest as an essential part of recovery and contributed to top quartile patient experience performance.
- [Volunteer Professionals Community Connection Call – Introducing the First Annual National Volunteer Services Data Dashboard](https://theberylinstitute.org/product/volunteer-professionals-community-connection-call-introducing-the-first-annual-national-volunteer-services-data-dashboard/): Volunteer programs are evolving rapidly, and leaders across the field are seeking meaningful data to better understand how their services compare, grow, and adapt. Join a conversation with the survey development team, along with our sponsor Samaritan, as we explore why this data dashboard was created and the key trends it reveals.
- [Trust is the First Safety Protocol](https://theberylinstitute.org/product/trust-is-the-first-safety-protocol/): This learning bite explores the critical connection between trust, communication, and patient safety in healthcare. Drawing on personal experience and emerging research, Amber Maraccini of Medallia highlights how trust influences whether patients speak up, seek care, and engage in their treatment. The piece outlines practical behaviors and organizational strategies that strengthen trust and make it a foundational driver of safer, more collaborative care.
- [The Cost of Silence: Addressing Disenfranchised Grief in Healthcare](https://theberylinstitute.org/product/the-cost-of-silence-addressing-disenfranchised-grief-in-healthcare/): This webinar shines a light on disenfranchised grief, the often-unrecognized loss experienced by both patients and healthcare professionals. Through real-world stories and frontline insights, presenters will explore how acknowledging unseen grief can transform care experiences and strengthen human connection. Participants will learn how empathetic, developmentally appropriate care supports patients and families while also addressing the emotional toll on caregivers. The session offers actionable strategies to reduce burnout, foster resilience, and promote emotional well-being within healthcare teams. By validating the experiences of both those who give and those who receive care, this conversation invites a shift toward a more compassionate and sustainable healthcare culture.
- [Leveraging PFACs to Strengthen Emergency Department Care](https://theberylinstitute.org/product/leveraging-pfacs-to-strengthen-emergency-department-care/): This webinar will describe how Mount Sinai’s Department of Emergency Medicine conceived, launched, and sustained a system-wide, Emergency Department–focused Patient and Family Advisory Council (PFAC). We will explore how the PFAC’s work moved beyond the traditional “PX silo” to influence ED operations, quality, research, digital tool development, and medical education. The session will highlight the key building blocks that supported the PFAC’s growth and the department’s increasing recognition of the council as an invaluable resource. Participants will gain an understanding of the resources and preparation needed to build and sustain an advisory council within one of the most challenging areas of hospital patient experience.
- [Driving Inpatient HCAHPS: 3 Interventions to Strengthen Human Experience](https://theberylinstitute.org/product/3-interventions-to-strengthen-human-experience/): A collaborative effort at Bon Secours St. Mary’s Hospital demonstrates how standardizing communication across care teams can strengthen trust, improve patient understanding, and drive measurable gains in HCAHPS performance. Through three targeted interventions, this case highlights the power of reliable, team-based communication in advancing the human experience in healthcare.
- [Partners in Healing: The Role of Family Advocacy in Care](https://theberylinstitute.org/product/partners-in-healing-the-role-of-family-advocacy-in-care/): This webinar highlights the vital role of Family Advocates as key members of the interdisciplinary care team. Participants will learn how Family Advocates provide peer support, facilitate communication, and offer emotional guidance to families during hospital admissions. Presenters will explore operational elements such as funding models, defined scopes of practice, and strategies for effective team integration. A physician will share insights on how Family Advocates enhance patient- and family-centered care, followed by firsthand reflections from advocates illustrating their impact in strengthening relationships, supporting informed decision-making, and improving outcomes. Attend this webinar to discover how Family Advocates bring empathy and collaboration together to elevate the care experience.
- [Preventing Delirium After Surgery: A Qualitative Study of Patients, Caregivers, and Providers](https://theberylinstitute.org/product/preventing-delirium-after-surgery-a-qualitative-study-of-patients-caregivers-and-providers-2/): Post-operative delirium is the most common complication in older adults following surgery. Symptoms include agitation, difficulty focusing, sluggishness, hallucinations, slurred speech, restlessness, rapid mood swings, and uncooperative or aggressive behaviour. It can result in longer hospital stays, increased mortality, loss of functional independence, increased need for a higher level of care post-surgery, and an increased risk of readmission to hospital. We aimed to understand and describe the experiences of patients, families, and healthcare providers with postoperative delirium, and to identify targeted initiatives to support patient and family centered care for high-risk patients. We conducted a qualitative descriptive study using interviews and surveys with two patients with lived experience, five family caregivers, and 11 perioperative healthcare providers between June 2023 to September 2024. Interview transcripts and open-ended survey responses were analyzed deductively according to expert recommendations. Participants reported that preoperative screening for delirium risk factors was uncommon and suggested risk factors be discussed with patients and families. Participants shared that no formal anesthesia protocols were in place intraoperatively, but anesthesiologists aim to use fewer high-risk medications in at-risk patients. Healthcare providers asked basic reorientation questions after surgery, but patients did not undergo formal delirium assessments. Four main suggestions to improve care for patients at risk for postoperative delirium included standardizing protocols, sharing information about cognitive risks with patients and families, focusing on environmental and behavioural interventions, and conducting ongoing evaluation. These findings will inform the development of a patient-centered multi-hospital postoperative delirium prevention pathway to reduce delirium amongst older patients.
- [Human Experience: A Catalyst for Global Connection](https://theberylinstitute.org/product/human-experience-a-catalyst-for-global-connection/): As I think about the state of play in our world today, I find we have two choices in how we react. One is with a sense of despair driven by the intentional efforts to disconnect humanity being perpetuated by some. The other, with a sense of hope, that even in the face of these forces, there are those that strive relentlessly to foster connection and opportunity. I find the path forward in holding the tension of pragmatic idealism – that we can dream, with big and noble goals, while recognizing our path forward must be grounded in practical and realistic action. That, in so many ways, reflects the power of our community. I see it in the words of our authors in this issue who push us to think bigger, understand more broadly, while laying out pathways and practices that can move us forward with intention. There is a foundational theme that emerges from our authors across PXJ. It is a commitment to something bigger, to the human experience we can and must foster and sustain, not only in healthcare, but for our world.
- [Human Experience, The Boarding Crisis, and Moral Injury-A Call to Action](https://theberylinstitute.org/product/human-experience-the-boarding-crisis-and-moral-injury-a-call-to-action/): Patient experience has evolved to a broader definition of human experience, including workforce experience, and community experience. Hospital boarding is a common, pervasive problem facing healthcare, which threatens all levels of human experience, from patient experience, to workforce experience (moral injury and burnout in healthcare professionals), and community experience (delayed and denied access to care for patients, Emergency Medical Services, and even interhospital transfers. Effective system leadership across the systems and processes of healthcare, as well as stakeholder and boundary management, will be essential to deliver acceptable human experience, in addition to solutions to smooth surgical flow, improve discharge systems, create ``Bed Czars'' to improve admissions, as well as pursuing reform of healthcare finance mechanisms. Boarding represents a quintessential example of how human experience is affected by failure of effective system leadership.
- [Navigating Medical Ambiguity: A Patient’s Perspective on Communication, Timing, and Risk](https://theberylinstitute.org/product/navigating-medical-ambiguity-a-patients-perspective-on-communication-timing-and-risk/): This essay recounts the experience of navigating re-vaccination decisions after an initial diagnosis of vaccine-associated myocarditis. A diagnosis later contested by other specialists. It is not a tale of medical error, but of diagnostic ambiguity and divergent clinical reasoning. My intent is to show how, in the absence of consensus, a patient was compelled to assume a central role in adjudicating between competing medical narratives. Recommendations are offered to make medical advice more available to patients and bridge a growing gap between medicine and the public.
- [The Quiet End of the Visit](https://theberylinstitute.org/product/the-quiet-end-of-the-visit/): Reassuring language is a common and often well-intentioned feature of clinical encounters, frequently used to convey clinical confidence and bring visits to a close. This personal narrative reflects on an observed outpatient encounter during a physician shadowing experience in which reassurance appeared to function not only as comfort, but also as an implicit signal of conversational closure. From the perspective of a student observer, the piece describes a moment of patient hesitation that arose after reassurance was offered, then quietly disappeared as the visit concluded. Although the encounter was clinically appropriate and efficient, the unspoken pause highlighted how uncertainty can remain unaddressed even in visits that appear successful on the surface. Drawing on observations across multiple similar encounters, the narrative examines how time pressures and established communication patterns can unintentionally limit opportunities for patients to voice lingering questions. The reflection situates this experience within broader discussions of patient experience, emphasizing that uncertainty is often invisible in standard quality metrics and patient satisfaction measures. Rather than critiquing individual clinicians or discouraging reassurance, the piece invites consideration of small, practical adjustments, such as brief pauses or explicit invitations for questions, that may allow uncertainty to surface without disrupting care. Ultimately, this narrative argues that patient experience is shaped not only by what is said and done, but also by what goes unspoken, and that acknowledging quiet uncertainty may be an important step toward more humane, patient-centered care.
- [The Voices I Never Heard: Reflections from a Public Health Advocate on Representation, Silence, and Struggle](https://theberylinstitute.org/product/the-voices-i-never-heard-reflections-from-a-public-health-advocate-on-representation-silence-and-struggle/): Representation of ethnic minorities among trial participants in the UK is poor. It is true that the need for diversity and inclusive language is important in research, but the practicality of making this a reality for patients from under-represented groups has not generally been the case. As a patient advocate, I have been a participant in clinical trial reviews and advisory boards during the past three years and have engaged in a national-level conversation about patient voice and equity. I draw connections between structured frameworks for patient and public involvement (PPI) in the UK and the more informal, community-based caregiving practices in Nepal. This article examines how, across different systems, exclusion creates a similar kind of invisibility for patients and what it means to be an advocate across borders.
- [Beliefs Regarding Patient Experience in the Emergency Department Among Individuals With Sickle Cell Disease](https://theberylinstitute.org/product/beliefs-regarding-patient-experience-in-the-emergency-department-among-individuals-with-sickle-cell-disease/): Individuals with sickle cell disease (SCD) frequently experience intense, unanticipated pain episodes known as vaso-occlusive events (VOEs), which often require emergency department (ED) treatment. However, they often report suboptimal experiences in the ED. Using the Theory of Planned Behavior (TPB), this study aimed to elicit salient beliefs regarding SCD patient experience in the ED. Three virtual focus group sessions were conducted with individuals with SCD recruited through a Texas SCD Association and Rare Patient Voice. Nine open-ended questions were used to elicit participants' behavioral, normative, and control beliefs regarding ED use when experiencing VOEs. Qualitative analysis was performed using a thematic inductive approach. A total of 21 individuals with SCD, aged 18 to 48 years (mean± SD: 35.3± 7.2), participated in the study. The majority were female (85.7%) and Black (95.2%), with over one-half having HbSS genotype (57.1%). A total of 22 beliefs were identified as salient, including 11 behavioral, 4 normative, and 7 control beliefs. Disadvantages of using the ED, including provider bias and stereotypes, were the most cited behavioral beliefs. Family, friends, spouses/partners, and hematologists were considered individuals who would influence the decision to use the ED. Control beliefs included ED-related factors, such as the presence of SCD treatment protocols; disease-related factors, such as the inability to manage pain at home; and support-related factors, such as reliable transportation. Findings provide insights into the ED experiences of individuals with SCD and could inform future intervention strategies to enhance patient experiences and health outcomes.
- [Capturing Patient-Centered Quality of Life: Usability and Initial Validation of the Pediatric Patient-Generated Index Following Esophageal Atresia Repair](https://theberylinstitute.org/product/capturing-patient-centered-quality-of-life-usability-and-initial-validation-of-the-pediatric-patient-generated-index-following-esophageal-atresia-repair/): The Patient-Generated Index (PGI) is an individualized measure that allows patients to define the domains most important to their quality of life (QoL). This study evaluates the usability and preliminary validity of the pediatric Patient-Generated Index (pPGI) in children who previously underwent esophageal atresia (EA) repair. We conducted a mixed-methods study including the pPGI, EuroQol-5D-Youth (EQ-5D-Y), and PROMIS Life Satisfaction Short Form-8a. Children aged 7–17 years completed self-reports, while parents served as proxies for younger children. Cognitive interviews explored how children understood and completed the pPGI, and clinician interviews assessed clinical usability. Among 25 participants, the pPGI generated 104 text responses covering a wide range of individualized domains, with eating, respiratory concerns, school impacts, and ``looking after one's health'' emerging most frequently. Weak correlations were observed between pPGI scores and both EQ-5D-Y (r = 0.33) and PROMIS (r = 0.19), consistent with the individualized nature of the measure. Cognitive interviews highlighted overall ease of understanding but identified challenges with the coin-distribution (weighting) step. Clinicians valued the pPGI for its specificity to EA-related concerns, though some preferred standardized measures for quantification. The pPGI demonstrated initial construct validity and strong acceptability, providing nuanced insights not captured by generic or disease-specific tools. These findings support the potential of the pPGI as a complementary, patient-centered measure for long-term EA follow-up.
- [Improving Patients’ Experience Through Nurturing Care for Patients Undergoing Kidney Biopsies: A Feedback Survey](https://theberylinstitute.org/product/improving-patients-experience-through-nurturing-care-for-patients-undergoing-kidney-biopsies-a-feedback-survey/): Background: Renal biopsies are a key tool in diagnosing kidney diseases, providing histopathological insights for personalised treatment plans. Despite their clinical value, little is explored about how patients experience this invasive procedure. Understanding these experiences is important for improving care quality, safety, and ensuring the process is as patient friendly as possible. There is also a lack of research capturing patient experience feedback on renal biopsies, making studies like this essential for guiding service improvement initiatives. Method: Observational study, May 2022 to June 2024. Eighty-six percutaneous renal biopsies performed. Fifty eligible patients invited to complete the Kidney Biopsy Patient Experience Survey. Twenty-nine patients responded, response rate 58%. The survey, distributed four weeks after the procedure, considered different phases of the experience; before, during, and after the biopsy. It focused on the clarity of information, emotional support, pain management, and post-procedure care. Quantitative results were summarised using descriptive statistics, while written feedback was reviewed to identify recurring themes. Results: The results showed high levels of patient satisfaction. Respondents included both male (44.8%) and female (55.2%) participants, with ages ranging from 25 to over 80 years. All patients reported feeling emotionally supported during the biopsy, and 96.6% were satisfied with pain control. After the procedure, 96.6% said their recovery was as expected or better, and everyone received clear discharge instructions. Most (75%) had no post-discharge issues, while others experienced minor symptoms like localised pain, blood in the urine, or mild fever. Conclusion: Findings highlight the value of listening to patients to improve kidney biopsy care and support, especially in nephrology where such surveys are underexplored.
- [Using Artificial Intelligence to Enhance Patient Comprehension and Risk Perception of Pathology Reports: Findings From a Survey of Patients and Pathologists](https://theberylinstitute.org/product/using-artificial-intelligence-to-enhance-patient-comprehension-and-risk-perception-of-pathology-reports-findings-from-a-survey-of-patients-and-pathologists/): Context: Electronic health records (EHRs) provide patients with direct access to their pathology reports, often before physician consultation. However, the complexity of medical terminology can lead to misinterpretation and anxiety. Artificial intelligence (AI), particularly large language models such as ChatGPT, may improve patient comprehension by simplifying medical language. Objective: This study evaluates ChatGPT's ability to enhance patient understanding and risk perception of pathology reports by generating patient-friendly explanations and assigning a numerical concern level. Pathologists assessed the accuracy of AI-generated summaries. Design: A publicly available colonoscopy pathology report was analyzed using ChatGPT, which produced a simplified summary and concern score. Two surveys were conducted: one among patients (n = 208) to assess comprehension and perceived usefulness and another among gastrointestinal pathologists (n = 33) to evaluate the accuracy and reliability of AI-generated concern levels. Results: Among patients, 83% found the AI-generated summary beneficial, with 58% rating it as "very helpful." However, 36% of pathologists reported omissions of key clinical details, and 26% identified misleading content. ChatGPT assigned a concern level of 6/10, whereas pathologists reported an average concern level of 2.75, suggesting an overestimation of risk. Conclusions: While AI tools like ChatGPT may improve patient comprehension of pathology reports, concerns regarding accuracy, reliability, and clinical applicability remain. Further research is required to evaluate the consistency of AI-generated interpretations and to establish standardized methodologies for integrating AI-assisted summaries into clinical workflows while ensuring alignment with expert assessment and medical guidelines.
- [The Implementation of Family-Centered Care and Family Satisfaction in Caring for Children With Cancer](https://theberylinstitute.org/product/the-implementation-of-family-centered-care-and-family-satisfaction-in-caring-for-children-with-cancer/): Background: Family-Centered Care (FCC) is an approach that involves families actively in their children's care by emphasizing respect, collaboration, and support. The goal is to increase family satisfaction with the care of children with cancer. FCC covers six subscales: general satisfaction, information, family inclusion, communication, technical skills, and emotional needs. Objective: This study aims to analyze the relationship between implementing FCC and family satisfaction when caring for children with cancer. Methods: A cross-sectional quantitative study was conducted at the Estella Children's Cancer Center in Manado, Indonesia, from June to October 2024. Parents of hospitalized children with cancer were selected for the research sample using convenience sampling. The instruments used were the Family Centered Care Assessment Scale (FCCAS) to evaluate FCC implementation and the PedsQL\texttrademark 3.0 Healthcare Satisfaction Hematology/Oncology Module to evaluate parental satisfaction. Results: The mean total score for FCC implementation was 74.23 (SD = 11.308), and the mean total score for family satisfaction was 74.64 (SD = 10.426). Pearson's correlation test revealed a significant, moderate positive correlation between FCC implementation and family satisfaction (r = 0.509, p = 0.000). Conclusion:The better the implementation of FCC, the higher the level of family satisfaction in children with cancer undergoing treatment.
- [No One-Size-Fits-All: Patient Perspectives of Key Factors Influencing Their Inpatient Rehabilitation Experience](https://theberylinstitute.org/product/no-one-size-fits-all-patient-perspectives-of-key-factors-influencing-their-inpatient-rehabilitation-experience/): Although patient experience in healthcare settings has historically been an ambiguous concept, it has received increasing recognition as a measure of healthcare quality. Despite this growing recognition and efforts to define patient experience, few studies have explored patient perspectives on the key factors driving this quality indicator. This study aimed to explore the core elements patients view as influencing their experiences in the inpatient rehabilitation setting. This was a single-visit, cross-sectional qualitative interview study. Thirteen patients with diverse diagnoses who received at least one week of rehabilitation services were recruited from a single inpatient rehabilitation facility. Purposive sampling was employed to identify information-rich participants, and semi-structured individual interviews were conducted to elicit in-depth perspectives. Constant comparative analysis was used to identify themes characterizing patients' perceptions. To establish credibility and trustworthiness, peer debriefing, two independent coders, and repeated review of the data were implemented. The themes identified from the qualitative interviews suggest that the patient experience of inpatient rehabilitation is multifaceted; while there are core commonalities, each patient's rehabilitation journey is unique. A better understanding of the aspects patients consider most impactful to their experiences can help guide quality improvement efforts.
- [Expanding Family Participation in Inpatient Rounds Through Remote Access: A Feasibility Study Using Automated Messaging](https://theberylinstitute.org/product/expanding-family-participation-in-inpatient-rounds-through-remote-access-a-feasibility-study-using-automated-messaging/): Patient representatives (PR) often wish to be part of the care of their loved ones when hospitalized. However patients are frequently alone during morning bedside rounds. A feasibility study was conducted at a large New England Academic Center to evaluate whether short messaging service (SMS) notifications of morning round times with ability to conference-in could improve remote PR participation in inpatient rounds and assess its impact on communication, acceptability, and care experience. After IRB approval, 17 patients were recruited, resulting in 61 bedside encounters. PRs received daily SMS reminders with scheduled round times and joining instructions; care teams received daily email reminders with call-links. The outcomes measured were successful conference-in/in-person attendance of PRs and feedback from stakeholders. Of 61 encounters, 66%(40/61) PRs confirmed their intent to attend during appointment time; 93%(37/61) of those were successfully conferenced-in during the encounter. The average call duration of call-ins was 7.7 minutes. At end of study, 52%(9/17) of surveyed PRs gave superior rating for their experience. Thematic analyses of PR testimonials were overall positive. Based on the findings, the initiative was subsequently piloted on – Adult Oncology Ward, Pediatric Ward and Hospital Patient Family relations (PFR). By enabling PRs to attend inpatient bedside rounds remotely, hospitalists can improve the overall perception of care.
- [Applying a Patient Journey Mapping Approach to Understand Maternal Care Patient Journeys: A Pilot Study](https://theberylinstitute.org/product/applying-a-patient-journey-mapping-approach-to-understand-maternal-care-patient-journeys-a-pilot-study/): Introduction: In the United States, giving birth is the most common cause of hospitalization. Maternal care frequently represents birthing people's first experiences of prolonged interactions with the healthcare system. However, the structure of services is often fragmented and misaligned with individuals' needs, particularly for Black birthing people. Documenting birthing people's experiences during pregnancy and postpartum allows for identification of practices working well and opportunities to improve patient-centered maternal care. Methods: The mixed-methods study was conducted in the southeastern United States and used patient journey mapping(PJM) to document experiences of patients receiving maternal care at a large academic hospital during . Surveys and semi-structured interviews were conducted during the prenatal and postpartum periods to assess maternal care experiences, patient education, and health outcomes. Descriptive phenomenology was used to code and analyze data. Visuals were created to highlight key experiences. Results: A total of 10 patients (6 prenatal, 4 postpartum) participated in the study. Reported experiences were mainly positive including being provided sufficient education and feeling listened to. However, gaps in care included delayed access to prenatal services, challenges contacting clinicians between appointments and coordinating care, lack of racial concordance between patients and clinicians, and little continuity of care. Conclusion: Our research identified aspects of birthing peoples' positive and negative experiences with maternal care. The results of this pilot study demonstrate the applicability of patient journey mapping to analyze maternal experiences of healthcare systems. The results can be extended through PJM studies using larger study samples to improve equity and patient-centered care.
- [The Patient’s Lived Experience: A Phenomenological Study on Factors Influencing Tuberculosis Treatment Outcomes in Medan, Indonesia](https://theberylinstitute.org/product/the-patients-lived-experience-a-phenomenological-study-on-factors-influencing-tuberculosis-treatment-outcomes-in-medan-indonesia/): This qualitative phenomenological study was conducted to analyze the factors influencing tuberculosis (TB) treatment outcomes from the patient's perspective in Medan, North Sumatra, Indonesia. The objective was to uncover the nuanced human factors shaping the patient's treatment journey, moving beyond a sole reliance on statistics and quantitative methods. The research was conducted across all 41 Primary Health Centers (PHCs) in Medan. Through a purposive sampling strategy, data was collected from 22 TB patients via in-depth interviews until data saturation was achieved. The collected data was analyzed using thematic, narrative, and phenomenological approaches to interpret the detailed lived experiences of the participants. The findings identified six primary themes influencing treatment outcomes: patient demographics, knowledge about TB, adherence, medication side effects, healthcare provider services, and family support. The study found that intrinsic motivation, driven by a desire for recovery, was a paramount factor for positive treatment outcomes, and family support played a crucial role. Patient-reported challenges included a lack of formal education from healthcare providers and misconceptions within their families, which often hindered adherence. In conclusion, achieving successful TB treatment outcomes requires a holistic approach that goes beyond standard care. It is essential to focus on enhancing patient knowledge, boosting intrinsic motivation, and strengthening family support networks to improve treatment outcomes and effectively manage the disease. These findings provide a crucial foundation for developing more empathetic and effective healthcare policies that prioritize patient-centered education and psychosocial support.
- [Inaccessibility and performative inclusivity: higher-weight Francophone and Newcomer adults’ experiences in a Canadian Atlantic province](https://theberylinstitute.org/product/inaccessibility-and-performative-inclusivity-higher-weight-francophone-and-newcomer-adults-experiences-in-a-canadian-atlantic-province/): Weight stigma research is needed in diverse populations. Two populations that may experience compromised healthcare in New Brunswick, Canada's only officially bilingual province (English/French), are Francophone New Brunswickers and newcomers to Canada. As such, this study explores the experiences of higher-weight (Body Mass Index ≥ 30) adults (≥ 18 years of age) who also identify as primarily Francophone or as having moved to Canada ≤ 5 years ago in and out of healthcare contexts. Participants were interviewed according to a semi-structured interview guide face-to-face, by telephone, or video-call two times, at 2-to-3-month intervals. Interviews included questions about experiences and effects of stigma, positive/negative healthcare experiences, and places wherein they felt particularly accepted or stigmatized. Data were analyzed thematically. Among the Francophone subsample (n = 12), emergent themes included Language Tension, System Navigation, and Performative Bilingualismand Stigma, Acceptance, and Avoidance, which indicates that French services are not easy to access in New Brunswick and linguistic and weight stigma are present. Emergent themes among the newcomer subsample (n = 10) included Acceptance and Isolation and Inaccessibility. Newcomers felt accepted in healthcare, but isolated socially, and had difficulty accessing healthcare. Higher-weight Francophone New Brunswickers experience difficulties accessing French healthcare services and report experiences of perceived weight and linguistic stigma. Higher-weight newcomer New Brunswickers experience healthcare access issues and social isolation but size acceptance. Anti-stigma policies and improved healthcare access are necessary.
- [Development and Psychometric Assessment of the Sub-scales of the Ontario Perception of Care tool for Mental Health and Addictions (OPOC-MHA)](https://theberylinstitute.org/product/development-and-psychometric-assessment-of-the-sub-scales-of-the-ontario-perception-of-care-tool-for-mental-health-and-addictions-opoc-mha/): Historically, the tools designed to measure of ``patient satisfaction'' or ``perception of care'' have been developed and evolved separately for the mental health and substance use health sectors. This presents challenges for implementation and usefulness of the results for quality improvement and evaluation given recent efforts aimed at more integrated services and systems. The objective of this study was to psychometrically evaluate eight domain-specific sub-scales of a perception-of-care tool developed specifically for mental health, substance use and/or concurrent disorder services - the OPOC-MHA. The development and process for widescale implementation of the OPOC-MHA has resulted in a large provincial dataset used for the present analysis; the dataset containing results of 70476 tool administrations as of May 2021. Within sub-scales, items showed very good to excellent internal consistency with values for Cronbach's alpha ranging from 0.84 to 0.92. Further, average sub-scale scores were consistently lower for those who had left treatment early and those in the ``other'' category, relative to those who had completed or were still in treatment; thereby supporting construct validity. Results suggest that it is statistically defensible to use the domain-specific sub-scale scores of the OPOC-MHA in evaluation and quality improvement efforts.
- [Veteran Emergency Waiting Areas and Turned-Off Televisions: An Overlooked Variable](https://theberylinstitute.org/product/veteran-emergency-waiting-areas-and-turned-off-televisions-an-overlooked-variable/): The significance of environmental design in emergency department (ED) waiting areas is increasingly acknowledged as a vital element affecting patient experience and stress levels, especially among veterans who may already encounter heightened psychological susceptibility. Aim: To investigate the impact of a non-operational television (TV) at a veteran's medical center emergency department waiting area on patient behavior, perceived stress, and environmental involvement. Methods: This naturalistic observation study employed non-participatory observation of 19 patients in the waiting area of a Veterans Affairs hospital. Field notes captured behavioral responses, seating patterns, and nonverbal stress cues. Observable engagement with the physical environment, particularly with inactive TV, was measured by the frequency of glances, seating preferences, social interactions, and signs of stress or coping behavior. Results: Patients repeatedly engaged with the turned-off TV (TOT), indicating an ingrained expectation for passive distraction. No patients requested the TOT be turned on, yet their behavior suggested its absence was noticed and possibly missed. Conclusion: This study provides preliminary observational evidence that a TOT, far from being a neutral absence, actively influences how patients interact with the environment and with one another. The findings support further mixed-methods or experimental studies to determine whether the removal or replacement of passive media can enhance patient-centered care and inform emergency department design policy.
- [Patient-Centered Care to Improve Recruitment and Retention in Clinical Trials: Insights from a Real-Time Interview-Based Satisfaction Study](https://theberylinstitute.org/product/patient-centered-care-to-improve-recruitment-and-retention-in-clinical-trials-insights-from-a-real-time-interview-based-satisfaction-study/): Patient-centered care is increasingly recognized as essential for understanding participant expectations and generating more accurate and reliable clinical trial results. This study aimed to evaluate an interview-based feedback tool designed to provide a comprehensive assessment of patient experience at a free standing high-enrolling clinical site in the Pacific Northwest. The primary objectives were to identify strengths and weaknesses in current procedures, enhance recruitment and retention, and develop a model adaptable to other sites. A structured interview tool was independently developed based on literature supporting the integration of qualitative and quantitative feedback to capture a multidimensional view of patient experience. The tool was administered to 73 patients over a four-day period in July 2025 and included one Likert-scale question and seven open-ended questions addressing areas such as participation motivation, staff communication, time efficiency, and areas for improvement. Participants ranged in age from 18 to 87 years, with a mean age of 54 and a median age of 58. Common motivations for participation included personal health benefits and access to healthcare advancements, and all participants reported positive interactions with staff. Dissatisfactions primarily arose from long waits and complex study procedures. This study highlights the importance of real-time feedback as a low-cost, high-impact strategy for identifying inefficiencies and strengthening trust in a responsive research environment. These findings have broad applicability for designing participant-centered protocols across many clinical sites.
- [Cartoon-Printed Uniforms: A Strategy to Ease Pediatric Hospital Anxiety](https://theberylinstitute.org/product/cartoon-printed-uniforms-a-strategy-to-ease-pediatric-hospital-anxiety/): This quasi-experimental study evaluated the effectiveness of cartoon-printed nurse uniforms in reducing anxiety among hospitalized children aged 3–12 years. Conducted at a tertiary care hospital in Maharashtra, India, the study included 100 participants (50 intervention, 50 control) who received care from nurses wearing either cartoon-printed uniforms or traditional clinical attire. Anxiety was assessed at baseline and on hospital days 2, 3, and 4 using validated age-appropriate scales: the modified Faces Anxiety Scale (ages 3–6) and the STAI-C short form (ages 7–12). Mixed-effects repeated-measures ANOVA demonstrated a significant group × time interaction (F(3,294) = 42.67, p < .001, partial η² = .304). Children cared for by nurses in cartoon uniforms showed a 48.8% reduction in anxiety compared to 14.7% in controls. Between-group effect sizes increased progressively across days (d = 0.87 to 2.13), indicating cumulative benefit rather than transient novelty. Clinically meaningful improvement (≥30% reduction) was achieved by 76% of intervention participants versus 24% of controls (NNT = 1.92). Staff acceptability was high (95%). Findings indicate that cartoon-printed uniforms are a simple, low-cost, high-impact environmental intervention that significantly enhances pediatric patient experience. Their strong clinical utility, ease of implementation, and alignment with child-centered care principles support adoption across pediatric healthcare settings.
- [A Study to Assess PROM and PREM of CLD Patients in a Tertiary Care Hospital](https://theberylinstitute.org/product/a-study-to-assess-prom-and-prem-of-cld-patients-in-a-tertiary-care-hospital/): Chronic liver disease (CLD) leads to progressive liver dysfunction, significantly affecting patients quality of life (QOL). Patient-reported outcome measures (PROMs) and patient-reported experience measures (PREMs) are critical in evaluating the health status and care experiences of CLD patients. This study aimed to assess the impact of PROMs and PREMs in CLD patients undergoing endoscopic procedures. A prospective study was conducted in the Gastroenterology and Hepatology Department over three months, involving 245 CLD patients (160 inpatients and 85 outpatients). PROMs were assessed using the Liver-specific PROM (LC PROM), which focused on daily living, symptom management, psychological well-being, and treatment effectiveness. PREMs were evaluated using the CAHO questionnaire, which examined patient experiences with endoscopic procedures, including preparation, communication, comfort, and satisfaction. Data were collected through face-to-face and telephonic interviews. The study population had a mean age of 60.56 years, with a predominance of males (202 males and 43 females). A significant negative correlation was found between QOL and age, with older patients reporting lower QOL. Comorbidities such as hypertension, hepatic encephalopathy, and acute kidney injury were significantly associated with decreased QOL. However, there was no significant correlation between QOL and gender, hepatocellular carcinoma, diabetes, or Child-Pugh classes. PREM scores were not significantly associated with QOL. The study highlights that comorbidities and older age negatively impact QOL in CLD patients. Despite assessing patient experiences through PREMs, no significant relationship was found between care experiences and QOL, emphasizing the need for comprehensive management of comorbid conditions to improve patient outcomes.
- [Validation of a COPD Patient-Reported Experience Measure (PREM-C9) in Ontario, Canada](https://theberylinstitute.org/product/validation-of-a-copd-patient-reported-experience-measure-prem-c9-in-ontario-canada/): Objective: Patient-reported experience measures (PREM) are important tools for evaluating healthcare quality, yet their implementation in chronic obstructive pulmonary disease (COPD) care within Canada remains limited. Our objective was to examine the construct validity of the PREM-C9 instrument in a Canadian context and explore its potential clinical applications beyond measuring patient experience. Methods: A two-phase, prospective, cross-sectional, mixed-methods study was conducted across 41 Best Care COPD sites in Ontario, Canada. In the quantitative phase, confirmatory factor analysis assessed the construct validity of the PREM-C9. In the qualitative phase, focus group interviews with COPD case managers explored implementation experiences and perceived clinical utility. Data collection occurred from November 2023 to February 2024. Results: Confirmatory factor analysis supported the three-factor structure of the PREM-C9 with good internal consistency reliability (McDonald's Omega and Cronbach's alpha). The instrument demonstrated validity in the Canadian context with significant correlation between global healthcare ratings and total PREM scores. Case managers reported favorable perceptions of the assessment and described using patient responses to guide care actions, suggesting potential as a clinical conversation tool beyond its original purpose as an experience measure. Conclusion: The PREM-C9 demonstrates construct validity within Canadian COPD care settings. Our adaptations, including terminology changes reflecting Canadian healthcare context and addition of a global healthcare rating item, enhanced its relevance. Further refinements addressing implementation challenges and scaling presentation could improve usability. The instrument shows promise as both a quality measurement tool and a communication aid that facilitates personalized care planning in integrated COPD management programs.
- [Supporting Families of Children With Craniosynostosis: A Qualitative Exploration of Parental Usage of Online Forums](https://theberylinstitute.org/product/supporting-families-of-children-with-craniosynostosis-a-qualitative-exploration-of-parental-usage-of-online-forums/): Objective: Craniosynostosis is characterised by the early fusion of cranial sutures, resulting in an abnormal head shape. This study examines the psychosocial impact of a child's craniosynostosis diagnosis on families, by analysing online forum discussions. While surgery is often needed to address appearance-related and neuropsychological concerns, parents face challenges navigating their child's diagnosis. Many seek support through online forums, yet research on their experiences remains limited. This study aims to understand parental needs and experiences by analysing forum discussions. Method: Online forums were analysed using reflexive thematic analysis. Significant features of the data were systematically coded and themes reflecting patterns of shared meaning were developed. Results: After applying study criterion, an online discussion board and public social media group were analysed. Seventy-eight threads (78 opening posts + 675 responses), totalling 753 posts were extracted and four themes developed: Emotional Support, Seeking Information to Guide Decision-Making, Challenges of Diagnosing Craniosynostosis, and Navigating Treatment Concerns. Online forums appeared to provide a safe environment for parents to exchange emotional and informational support. Parents used online support to guide their own decision-making, particularly during the diagnosis and treatment of craniosynostosis. Conclusions: This study underscores the critical role of online forums in supporting parents of children with craniosynostosis, offering valuable insights into their psychosocial needs and experiences. By amplifying the voices and experiences shared in these digital spaces, this research contributes to a deeper understanding of how online communities facilitate coping strategies and support networks among families facing craniosynostosis.
- [Leveraging Digital Patient and Family Advisory Councils to Drive Patient Engagement](https://theberylinstitute.org/product/leveraging-digital-patient-and-family-advisory-councils-to-drive-patient-engagement/): Patient and Family Advisory Councils (PFACs) have been integral in enhancing patient care, but their limited reach often excludes underrepresented populations. Digital PFACs present an opportunity to overcome these barriers and engage a broader spectrum of patients and families, fostering more inclusive healthcare decision-making. We implemented a Digital Patient and Family Advisory Council (DPFAC) at HonorHealth, as part of the Patient Centered Outcomes Research Institute (PCORI) capacity building grant. We used the RE-AIM and PRISM frameworks to engage participants through a digital platform. The process began with a needs assessment and was followed by the development of the platform, during which we incorporated patient feedback on its design and functionality. Launched in September 2024, the DPFAC platform has engaged 30,461 participants, with 2,075 responding to a welcome survey. Key insights revealed strong interest in digital health engagement, with 64% expressing willingness to participate in further activities, though barriers like time constraints were prevalent. The DPFAC model proved effective in reaching a broader patient population, improving engagement, and enhancing care feedback loops. The digital platform offers potential for ongoing patient involvement in healthcare decision-making, influencing areas such as patient satisfaction, clinical research, and patient-centered outcomes.

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## Community Profile
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