Better Communication. Better Understanding. Better Experiences.
Browsing Archives
Care Experience Lab · Flagship Toolkit Service Recovery & Patient Complaint Resolution Toolkit A practical, ready-to-use system for building consistent, compassionate, and effective service recovery — so your teams can restore trust, resolve complaints well the first time, reduce repeat issues, and feel supported while doing it. Frameworks Templates Coaching Tools Implementation Roadmap Version 1.0 …
Care Experience Lab · Leadership Diagnostic Healthcare Communication Clarity Assessment A practical, scored self-assessment that helps healthcare leaders evaluate how understandable, usable, and patient-centered their organization’s communication really is — and turn the results into a focused improvement plan. Self-Assessment Consulting Diagnostic Workshop Exercise Annual Re-assessment Version 1.0 · 50 questions · 10 categories · …
Care Experience Lab · Prompt Library AI Prompt Library for Healthcare Leaders Copy-and-paste prompts to help leaders use generative AI safely and responsibly to improve communication, patient experience, leadership, quality, and operations. Lab: Responsible AI in Healthcare · Type: Prompt Library · Audience: Healthcare Leaders · Difficulty: Intermediate · Version 1.0 Executive Summary Generative AI …
Care Experience Lab · Quick Win Leader Rounding Question Cards A printable, carry-with-you reference of the most effective questions to ask during leadership rounding. Type: Quick Win · Audience: Healthcare Leaders · Difficulty: Foundational · 1–2 pages · Version 1.0 Purpose Great rounding isn’t about checking a box — it’s about asking the right questions …
Care Experience Lab · Toolkit Patient Journey Mapping & Experience Design Toolkit Systematically understand, visualize, and improve the patient and family experience across the continuum of care — moving from measuring experience to intentionally designing it. Lab: Patient & Family Communication · Type: Toolkit · Audience: Healthcare Leaders Difficulty: Intermediate · Estimated time: 60–75 min …
Care Experience Lab · Toolkit Health Literacy & Plain Language Transformation Toolkit A practical implementation guide for healthcare leaders who want to improve patient understanding, reduce confusion, and redesign communication using health literacy principles. Lab: Patient & Family Communication · Type: Toolkit · Audience: Healthcare Leaders Difficulty: Intermediate · Estimated time: 45–60 min · Version …
Care Experience Lab · Toolkit Psychological Safety Leader Toolkit: Practical Tools for Healthcare Teams Practical tools to help healthcare leaders create environments where staff feel safe to speak up, ask questions, report concerns, and learn from mistakes. Lab: Patient & Family Communication · Type: Toolkit · Audience: Healthcare Leaders Difficulty: Intermediate · Estimated time: 40–55 …
Care Experience Lab · Toolkit Hospital & Home Health CAHPS Leadership Toolkit A practical implementation toolkit for healthcare leaders responsible for improving patient experience and CAHPS performance. Lab: Patient & Family Communication · Type: Toolkit · Audience: Healthcare Leaders Difficulty: Intermediate · Estimated time: 45–60 min · Version 1.0 Executive Summary CAHPS surveys measure what …
Care Experience Lab · Toolkit Responsible AI Governance Toolkit for Healthcare Leaders A practical, editable governance system for safely adopting artificial intelligence in healthcare organizations. Lab: Responsible AI in Healthcare · Type: Toolkit · Audience: Healthcare Leaders Difficulty: Intermediate · Estimated time: 45–60 min · Version 1.0 Purpose This toolkit gives healthcare leaders a ready-to-use …
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