Better Communication. Better Understanding. Better Experiences.
Browsing Category
During a large corporate meeting, a Patient Experience (PX) leader dropped his head as he presented the downward trend of patient experiences scores in the quietness of the hospital environment domain. He felt embarrassed and frustrated because the scores did not justify the cost of a pricey quietness tracker. He also spent an exhaustive amount …
Last month, I wrote an article on 7 reasons why you should stop leader rounding on patients. Although there is a vast amount of studies and evidenced based articles citing the benefits of leader rounding on patients, I wanted to bring awareness to the importance of training and educating leaders on how to conduct a …
In the healthcare sector, leader rounding on patients is considered to be a patient experience best practice initiative. Studies support this is one of the most effective ways to improve HCAHPS scores. Leader rounding on patients embeds a patient-centered culture across the organization, increases employee morale, advances patient safety outcomes, and increases productivity and financial …
The Care Experience Lab Framework
Plain language that lands
Designed around people
Ethical, practical AI
Safe, capable teams
Less friction, better care
Grow the profession
Executive Expertise
Strategy for patient experience, communication, and operations.
Ready-to-use tools teams can apply immediately.
Building psychologically safe, capable teams.
Adopt AI safely, ethically, and practically.
Practical sessions for healthcare audiences.
Coaching toward the patient experience credential.
Use Cases
A real example — turning dense colonoscopy prep instructions into a clear, visual patient guide.
From the Resource Library
Adopt AI safely and ethically.
Turn CAHPS data into better experiences.
Make complex content easy to act on.
Book & Thought Leadership
Scripts and techniques for effective interprofessional and patient communication — turning difficult conversations into clear, trusted ones. Authored by Cheri Clancy.
CPXP Education
Preparation, frameworks, and coaching to earn the CPXP credential and lead patient experience with confidence.
Explore CPXP EducationAbout Care Experience Lab
Cheri Clancy, MSN, MS, RN, NEA-BC, CPXP, is a nurse leader, patient experience strategist, author, educator, and healthcare communication expert. Her work focuses on helping healthcare organizations improve how people communicate, lead, teach, and build trust across complex care environments.
She is the author of Critical Conversations in Healthcare, Third Edition, published by Sigma Theta Tau International, and has spent her career helping healthcare professionals navigate difficult conversations with clarity, empathy, and practical skill.
Through Care Experience Lab, Cheri brings together clinical leadership, patient experience expertise, health literacy, adult education, healthcare operations, and responsible AI to help organizations turn complex information into communication patients, caregivers, staff, and leaders can understand and use.
Connect
For leadership roles, advisory work, speaking, or collaboration.
connect@careexperiencelab.com