PX Perspective: An Open Forum on Patient Experience

Our patient experience blog is an open forum on patient experience, so if you don't see what you're looking for, leave a comment to let us know and we'll get the conversation started. We're glad you've joined us to take a look at the healthcare industry from a PX Perspective. Please stop back often and join our distribution list to be the first to know about our news, resources and events.

See you at Cleveland Clinic's Empathy and Innovation Summit!

Posted By Sarah Kresnye

CHAMPS Patient Experience's Mia Salvano and Sarah Kresnye discuss the upcoming Cleveland Clinic Empathy and Innovation Summit in our latest video blog.

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Are You Fluent in the Language of Caring?

Posted By Carol Santalucia

Developed by Wendy Leebov, The Language of Caring teaches seven simple skills that incorporate empathy and compassion into everyday communication.

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Empowered Employees are a Must-Have for Your Service Recovery Efforts

Posted By Toya Gorley

If your organization’s culture is to forward patient concerns to a select few, you are missing a key component of a successful service recovery program: Empowered employees who address concerns at the point of service.

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Clinical or Lay Navigator – What’s the Right Fit for your Patient Navigation Program?

Posted By Sarah Kresnye

There are two types of patient navigators: clinical and lay. So, how do you decide if your program should you use a clinical or lay navigator?

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See you at The Beryl Institute Patient Experience Conference 2013!

Posted By Toya Gorley

We are all packed and excited to attend The Beryl Institute Patient Experience Conference in Dallas later this week. We’re looking forward to meeting and sharing ideas with colleagues who are also committed to enhancing the patient, family and employee experiences.

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My Experience at the SHCA 2013 Annual Conference

Posted By Carol Santalucia

Last week, I had the privilege of attending the annual conference of the Society for Healthcare Consumer Advocacy (SHCA) of the American Hospital Association.

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What are a Patient Navigator's Responsibilities?

Posted By Sarah Kresnye

Ultimately, a patient navigator’s responsibilities include guiding patients through and around barriers to care and virtually integrating a fragmented and complex healthcare system.

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See You at the Society for Healthcare Consumer Advocacy Conference Next Week!

Posted By Toya Gorley

Toya Gorley discusses the upcoming Society for Healthcare Consumer Advocacy conference. CHAMPS will be exhibiting at booth #5 and raffling off a $30 Amazon gift card, plus a one-hour consultation with one of their experts.

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Why Complaints are a Gift (When it Comes to Service Recovery)

Posted By Toya Gorley

In my last blog on exceptional service recovery, I outlined five components that are critical to having a strong and sustainable service recovery program. The first component is an organizational culture that embraces complaints – which brings me to my blog topic today, why complaints are a gift to service recovery.

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Patient Navigation: Benefits Beyond Accreditation

Posted By Sarah Kresnye

In 2012, The American College of Surgeons’ Commission on Cancer released new patient-centered cancer program standards propelling patient navigation to the forefront of everyone’s mind. But is this the only reason to implement a program? Absolutely not! The benefits of patient navigation extend far beyond accreditation.

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