Contributions to Beryl Institute
Healing Environments & Hospitality
The Beryl Institute Body of Knowledge Online Learning Module
July, 2020
We’ve been tapped to develop an overview, learning objectives and the script for the definitive resource on the built environment. We’ll be soliciting the advice and expertise of both Connect_CX and other Beryl Institute members. PX 101 provides tools and activities to facilitate discussions with staff on what patient experience is, what it means to them and how they can positively impact experience excellence.
Only You Can Prevent PX Wildfires: Systems Thinking and the Patient Experience
Conference Presentation: Beryl Institute 2019
April 3-5 2019, Dallas, TX
In 2017, the US Forest Service spent over $2.5 billion fighting fires. The fires that PX professionals fight every day are the outcome of decades of cultural undergrowth, providing ample fuel: siloed organizations, disconnected communication systems, unclear lines of authority, disagreement on shared measurements. Cost constraints and compliance requirements only add to the tinder-dry conditions.
The victims? Staff, patients, families. The answer: systems thinking. Using examples from frontline experiences, presenters shared stories of patient experience in flames, their underlying causes and the systems that have been designed to prevent them.
Tiffany Fortin, Senior Patient Experience Officer, Munson Healthcare
Sheila Moroney, Patient Experience Officer, Hennepin Healthcare
Mark VanderKlipp, Founding Partner, Connect_CX
Pit Crew: How Communication Fuels the Ambulatory Surgery Center Patient Experience
Beryl Institute 2018 Annual Conference & Webinar Series
April 16-18 2018, Chicago IL
A case study of the Copper Ridge Surgery Center patient experience process presented alongside clients Gayle Bultsma, RN and LoAnn VandeLeest, CEO. One of the highest-rated sessions, we were later asked to present to a wider audience. Along with Tricia Wollam, PX Champion Co-Leader at the Copper Ridge Surgery Center (CRSC), Mark VanderKlipp reviewed the Healthcare Experience Design process and provided an update of the innovations that CRSC Champions have brought to their culture as a result of this initiative.
Click here for an on-demand replay of the Webinar
Patient Experience Roundtable: Discussing the Ambulatory Surgery Center (ASC) Experience
Beryl Institute 2018 Annual Conference
Mark VanderKlipp served as event moderator to discussion groups totaling over 100 conference participants, each with an interest in ASC experience design. Participants were split into tables of 8-12 individuals, then coached to develop topics based on thought starters, engage in discussion and present findings to the larger group.
"Patient Experience Learning Bite: Designing the Healthcare Experience"
September 2018
"Case Study: Copper Ridge Surgery Center"
March, 2018
"Guest Blog Post: The Invaluable Gift of Clarity"
January 19, 2018
Related Blog Posts
The Moral Determinants of Health
No Better Time for Human-Centered Design
A Human-Centered Healthcare Revolution
Reframing Healthcare: a Roadmap for Creating Disruptive Change
Thoughts on the Hospice Experience
This isn’t Rocket Science. In Fact, it’s Harder.
Only YOU Can Prevent PX Wildfires