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Best Practices And An Agenda For Research In Benefits Communication, Kristi Egbert, Anne Kerber Aug 2026

Best Practices And An Agenda For Research In Benefits Communication, Kristi Egbert, Anne Kerber

Communication and Theater Association of Minnesota Journal

Benefits communication is information an employer/organization provides to employees about the types of benefit plans offered and information about them (i.e., health insurance, retirement, vacation time). Despite its importance to jobs across all sectors of the workforce, there is a dearth of current academic research regarding benefits communication. This paper defines benefits communication, examines its impact on organizations and workers, and explores existing research on best practices. Findings underscore the complexity of benefits material and emphasize the need for simpler and clearer language, employee-preferred formats, and adequate time for employees to review information and receive guidance from a knowledgeable source. …

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Growth, Governance, And Organizational Crisis In Nonprofit Rowing Club: Failures In Leadership In A Growing Organization, Noah Legendre, Ehren R. Green Aug 2026

Growth, Governance, And Organizational Crisis In Nonprofit Rowing Club: Failures In Leadership In A Growing Organization, Noah Legendre, Ehren R. Green

The COSMA Journal

This case explores governance and leadership challenges within a growing nonprofit sport organization governed by a volunteer board of directors. Within this case, the Litchberg Valley Rowing Club (LVRC), a rowing organization in a small community, experienced rapid growth in membership, financial resources, and competitive success. Despite this growth, the organization maintained informal governance structures and policies to guide its decision-making. In this case, the board of directors elected to terminate the head coach because of difficult contract negotiations and other issues at hand. This decision was met with public backlash, raising concerns about club leadership and the future of …

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Strategic Information System Leadership And Information System Function Performance In Universities In Kenya: A Pls-Sem Analysis, Joseph K. Muchina, James M. Njihia Prof., Agnes N. Wausi Prof. Aug 2026

Strategic Information System Leadership And Information System Function Performance In Universities In Kenya: A Pls-Sem Analysis, Joseph K. Muchina, James M. Njihia Prof., Agnes N. Wausi Prof.

International Journal of Applied Management and Technology

Information systems as enablers have evolved from an efficiency and effectiveness focus to enterprise-wide performance, placing strong demands on information system leadership. Emerging leadership models call for collaborative practices. Information systems leadership in higher education is a challenging task. Universities' top management team members and their information system executive counterparts lack a common and shared vision and understanding of information systems capabilities and roles. As the highest-ranking officers in organizations, they make strategic IS decisions. Yet, noting that existing approaches are ineffective, there is a growing concern about the kind of leadership needed to guide the institutions. Four sets of …

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Shadow Learning And Knowledge Redistribution: How Workers Appropriate Generative Ai Outside Formal Organisational Systems, Eduardo Carlos Dittmar, Martin Sposato Aug 2026

Shadow Learning And Knowledge Redistribution: How Workers Appropriate Generative Ai Outside Formal Organisational Systems, Eduardo Carlos Dittmar, Martin Sposato

All Works

Organisations are ceding visibility over how their employees develop knowledge. As generative AI tools become widely accessible, workers are steadily building capabilities and co-producing knowledge through informal AI engagements that operate entirely outside sanctioned training systems. This paper theorises shadow learning, the informal and autonomous appropriation of AI by workers for knowledge expansion beyond managerial design, as a process that fundamentally reconfigures how knowledge authority is distributed in organisations. Integrating critical management learning with sociomaterial and post-human perspectives, and drawing on current debates in AI ethics and human–AI interaction, the paper conceptualises shadow learning through a recursive model of constraint, …

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Corporate Social Responsibility And Firm Value: A Critically Appraised Topic, Shinika L. Byrd Aug 2026

Corporate Social Responsibility And Firm Value: A Critically Appraised Topic, Shinika L. Byrd

Engaged Management ReView

Corporate social responsibility (CSR) has become an important component of strategic management, yet whether it enhances firm value remains a debated question. This Critically Appraised Topic (CAT) synthesizes the most recent peer-reviewed evidence to examine the relationship between CSR and the firm value of U.S. publicly traded companies. The guiding research question is: Does corporate social responsibility improve firm value? Findings indicate that CSR does not consistently improve firm value. Rather, its impact depends on factors such as strategic alignment, governance quality, transparency, stakeholder perceptions, and market conditions. Evidence suggests that strategically integrated, employee-centered CSR initiatives are more likely to …

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Professionalism And Performance Expectations In The Modern Aviation Industry, Anayah Smith, Spencer Baldock Spencer Baldock Aug 2026

Professionalism And Performance Expectations In The Modern Aviation Industry, Anayah Smith, Spencer Baldock Spencer Baldock

Discovery Day - Daytona Beach

The aviation industry operates as a highly regulated, safety-critical environment in which professionalism and consistent performance are essential to maintaining operational safety and reliability. However, emerging shifts in workforce composition, communication styles, and technology integration have created misalignment between traditional professional standards and evolving employee expectations. Established aviation cultures emphasize structured procedures, formal feedback mechanisms, and communication hierarchy, while newer entrants, shaped by digital communication norms and contemporary academic environments, often expect continuous feedback, collaborative leadership, and adaptive performance evaluation. Prior research on crew resource management, human error frameworks, and generational work values highlights how inconsistencies in communication, feedback expectations, …

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Exploring The Motivations Of Undergraduate Sport Management Students, Kyle J. Brannigan, Tyler J. Hajek Aug 2026

Exploring The Motivations Of Undergraduate Sport Management Students, Kyle J. Brannigan, Tyler J. Hajek

The COSMA Journal

This study explored the motivations of undergraduate sport management in four university programs. Convergent mixed-methods research through the theoretical framework of Self-Determination Theory was incorporated with an adapted questionnaire of the Academic Motivation Scale and semi-structured interviews through Thematic Analysis. Ninety-six surveys with nine interviews were deemed usable across four regionally focused, vocationally minded, and accessible universities. Overall, students reported higher levels of extrinsic motivation than intrinsic motivation. The findings suggested intrinsic motivation to know and extrinsic motivation through regulation for identification scored highest with the participants. No significant differences were found between classes and ethnicities. However, male students experienced …

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Revisiting The Flutie Effect: The Impact Of Collegiate Athletics On College Choice, Robin Hardin, Michelle L. Childs, Win G-Y Koo Aug 2026

Revisiting The Flutie Effect: The Impact Of Collegiate Athletics On College Choice, Robin Hardin, Michelle L. Childs, Win G-Y Koo

The COSMA Journal

This study revisits the Flutie Effect by examining factors that influence a student’s college choice which includes the role of athletics and its brand. The study assessed items related to academics, interpersonal influences, campus culture, and athletics through a survey of first-year students. An exploratory factor analysis produced a seven-factor model explaining 71.51% of the variance. The strongest factor was emotional and behavioral identification with university athletics, reflecting fandom, affiliation, and pride in athletic success. Athletics significantly influenced college choice, but their impact extends beyond athletic success to include broader dimensions of branding, fandom, and affiliation. For institutions seeking to …

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Anatomiya Ng Karinderya: An Exploration On The Reflected Filipino Cultural Values On The Visual Identity Of Carinderias In Cavite, Dan Gabriel V. Bagadiong, Ellaine Marie L. De Castro, Miriam Joan C. Generoso, Ej Jimenez, Fernando R. Lacson Aug 2026

Anatomiya Ng Karinderya: An Exploration On The Reflected Filipino Cultural Values On The Visual Identity Of Carinderias In Cavite, Dan Gabriel V. Bagadiong, Ellaine Marie L. De Castro, Miriam Joan C. Generoso, Ej Jimenez, Fernando R. Lacson

DLSU Arts Congress Conference Proceedings

This study explored Filipino cultural values reflected in the visual identity of carinderias and examined their sociocultural and psychological significance within Filipino society. Known for serving lutong bahay (home-cooked meals), carinderias have long been embedded in Filipino culture, embodying values such as bayanihan (community spirit), kapwa (shared identity), and resilience while fostering community connections through food. Grounded in the framework of Pantayong Pananaw, the study investigated how these cultural and psychological values shape the identity and perception of carinderias. Focusing on selected small carinderias in Cavite, the research analyzed their cultural relevance, visual identity, and sociopsychological dimensions. Findings revealed …

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Shock-Absorption Capacity In Menaap: A Regional Diagnostic Using The Policy Space Index, Alexei Kireyev Aug 2026

Shock-Absorption Capacity In Menaap: A Regional Diagnostic Using The Policy Space Index, Alexei Kireyev

Arab Economic and Business Journal

This paper assesses the short-term shock-absorption capacity of the Middle East, North Africa, Afghanistan, and Pakistan (MENAAP) using the Policy Space Index (PSI). The PSI integrates fiscal, monetary, and reserve indicators and adjusts them for institutional constraints to measure nominal and effective shock-absorption capacity. The key finding is that MENAAP effective policy space averaged about 11 percent of GDP in 2024, roughly half the global average and heavily concentrated in oil exporters. The constraints lie in MENAAP's institutional arrangements and insufficient fiscal discipline. Easing them requires fiscal consolidation alongside structural reforms to address the institutional bottlenecks.

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Beyond Procedural Participation: A Process Perspective Of Disability-Inclusive Digital Innovation, Millicent Agangiba, David Aboagye-Darko, Salah Kabanda, William Agangiba, Ralitsa Diana Debrah Aug 2026

Beyond Procedural Participation: A Process Perspective Of Disability-Inclusive Digital Innovation, Millicent Agangiba, David Aboagye-Darko, Salah Kabanda, William Agangiba, Ralitsa Diana Debrah

African Conference on Information Systems and Technology

While previous research has recognized the importance of participation, how the structurally embedded inclusion of PWDs reshapes digital innovation processes and their outcomes in resource-constrained contexts remains underexplored. The study addresses this gap through a longitudinal qualitative case study of a five-year recurring hackathon organized in Ghana from 2021 to 2025, with a focus on disability inclusion. Drawing on Adaptive Structuration Theory as an analytical lens, normatively supported by critical disability studies, this study analyzes the qualitative interview and observation data from 20 participants. The results reveal that inclusion is a structuring force through four interrelated mechanisms: (1) lived experience …

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Big Data Analytics Strategy Formulation In South African Organisations, Never Kondo, Maureen C. Tanner Aug 2026

Big Data Analytics Strategy Formulation In South African Organisations, Never Kondo, Maureen C. Tanner

African Conference on Information Systems and Technology

The main goal for organisations investing in big data analytics (BDA) is to derive business value. However, most organisations struggle to gain a competitive advantage from BDA insights. As a result, top management continues to grapple with pervasive BDA issues that they find difficult to comprehend. This research explores the foundational components that inform the formulation of a BDA strategy for organisations in South Africa. The research followed a general inductive approach through a multiple-case study of two South African BDA organisations. The findings revealed 5 components that inform the formulation of a BDA strategy. In particular, organisations require well-articulated …

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Proposing An Electronic Government Procurement Conceptual Framework For African Governments, Tichaona Chinyerere, Walter F. Uys Aug 2026

Proposing An Electronic Government Procurement Conceptual Framework For African Governments, Tichaona Chinyerere, Walter F. Uys

African Conference on Information Systems and Technology

Electronic Government Procurement (e-GP) significantly contributes to the economic growth of African Economies (AEs). However, many e-GP projects fail due to a disconnect between the initial design assumptions and real-world conditions. Guided by Hevner's (2004) Design Science Research (DSR) approach, the research is rooted in Information Systems Design Theory (ISDT). The methodology involves a two-layered analysis: descriptive and prescriptive, using abductive reasoning to link real-world conditions with the theoretical insights. The analysis was conducted in three phases: Informing (assessing context readiness), Designing (iterative development), and Explaining (causal reasoning and theoretical contribution). The ASTI framework offers Design and Action Theory centered …

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Artificial Intelligence And Marginalised Enterprises: A Systematic Literature Review, Rahinatu Haruna, Muftawu Dzang Alhassan, Isahaque Mahama Aug 2026

Artificial Intelligence And Marginalised Enterprises: A Systematic Literature Review, Rahinatu Haruna, Muftawu Dzang Alhassan, Isahaque Mahama

African Conference on Information Systems and Technology

The rapid diffusion of artificial intelligence (AI) technologies across economic sectors has intensified debate about whether such innovations exacerbate or alleviate structural inequalities, particularly for actors excluded from mainstream economic systems. Marginalized enterprises, including micro, small and medium enterprises operating in informal economies, occupy a structurally vulnerable position in digital transformation. Despite growing scholarly attention, limited attempts have been made to synthesize the body of knowledge specifically at the intersection of AI and marginalized enterprises. As such, this paper fills this gap by developing a comprehensive framework that synthesises and provides an overall direction of AI-marginalized enterprise (AI-ME) research, pointing …

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Assessing Factors Affecting User Satisfaction With Health Information Technology: A Case Study Of Komfo Anokye Teaching Hospital Of Ghana, Braimah Wadudu, Augustine Kwame Acheampong, Kwame Boateng Opoku Agyeman, Aku Humphery-Ackumey, Phyllis Sakyiwaa Anning, Vida Asante, Abubakar Essilfie, Lawrence Amakye Jnr Aug 2026

Assessing Factors Affecting User Satisfaction With Health Information Technology: A Case Study Of Komfo Anokye Teaching Hospital Of Ghana, Braimah Wadudu, Augustine Kwame Acheampong, Kwame Boateng Opoku Agyeman, Aku Humphery-Ackumey, Phyllis Sakyiwaa Anning, Vida Asante, Abubakar Essilfie, Lawrence Amakye Jnr

African Conference on Information Systems and Technology

Health information technology (HIT) is central to modern healthcare, yet its value depends on user satisfaction with system performance, support services, and institutional commitment. At Komfo Anokye Teaching Hospital (KATH), the Lightwave Health Information Management System (now GHIMS) has transformed workflows, but frontline user experiences remain underexplored. This study assessed factors influencing user satisfaction with HIT and examined how satisfaction affects job performance. A quantitative survey instrument was administered to sample 352 staff at KATH. System quality, service quality, and top-management support were all significant predictors of user satisfaction. System quality had the strongest effect, followed by service quality and …

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What, Exactly, Is Surveillance Pricing?, Kaylina Stroud Aug 2026

What, Exactly, Is Surveillance Pricing?, Kaylina Stroud

McNair Summer Research Program

Surveillance pricing is a method of price discrimination in which firms use personal data to set individualized prices. While this practice is often criticized on grounds of privacy, unfairness, or exploitation, these objections do not fully explain what is morally objectionable about surveillance pricing. This paper examines surveillance pricing through the lenses of price discrimination, market competition, efficiency, exploitation, and deception. I argue that surveillance pricing is not inherently unethical merely because it results in different consumers paying different prices for the same product. Nor is it necessarily objectionable when it promotes mutually beneficial exchanges and efficient market outcomes. The …

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Design And Evaluation Criteria For Community-Based Ict4d Artefacts, Tinaye Tanatswa Mushore, Gwamaka Mwalemba Aug 2026

Design And Evaluation Criteria For Community-Based Ict4d Artefacts, Tinaye Tanatswa Mushore, Gwamaka Mwalemba

African Conference on Information Systems and Technology

The widespread use of Information and Communication Technologies (ICTs) worldwide has underscored the importance of research initiatives in Information and Communication Technologies for Development (ICT4D). It has become crucial to understand the extent to which ICTs contribute to development, particularly for relatively disadvantaged members of society, given the persistent inequality despite technological advancements. However, many ICT4D projects launched to address challenges in multidisciplinary contexts suffer chronic failure rates, often linked to researchers' limited understanding of and consideration for local conditions and the contexts in which the projects are intended. This study proposes design and evaluation criteria that embed ICT4D guidelines …

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Predicting Agile Success: The Critical Few Factors, Ridewaan Hanslo, Maureen Tanner Aug 2026

Predicting Agile Success: The Critical Few Factors, Ridewaan Hanslo, Maureen Tanner

African Conference on Information Systems and Technology

While Agile projects are more successful than traditional software development project management approaches, their overall success rate remains relatively low, with a high percentage of projects still deemed challenged or failed. This low project success rate is attributed to projects not being rigorously evaluated against critical success factors (CSF) of Agile projects and contemporary project success criteria. To identify the CSF that contribute to Agile software development project success as perceived by Agile practitioners, this study used a positivist approach to investigate the CSF of Agile software development projects. PLS-SEM with SmartPLS was used to analyse the data and test …

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The Role Of Organisational Culture In Implementing Cybersecurity Practices To Address Insider Threats In South Africa, Thamsanqa Ngcobo, Salah Kabanda, Ronald Chiwariro Aug 2026

The Role Of Organisational Culture In Implementing Cybersecurity Practices To Address Insider Threats In South Africa, Thamsanqa Ngcobo, Salah Kabanda, Ronald Chiwariro

African Conference on Information Systems and Technology

Cybersecurity is a critical component of organisational resilience as digital transformation reshapes operations and risk management. Despite substantial investment in technical controls, insider threats remain a persistent challenge, shaped as much by cultural and organisational factors as by technology. This study examines how cultural factors influence the implementation of cybersecurity practices aimed at mitigating insider threats in South African organisations, considering national, organisational, and individual dimensions. Using a qualitative research design, semi‑structured interviews were conducted from nine participants working across a range of industries including ICT consulting, financial services, IT services, gaming, telecommunications, pharmaceuticals, and IT managed services. The findings …

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Factors Hindering E-Procurement Adoption In South African State-Owned Enterprises: A Scoping Review, Lumka T. P. Salamntu, Zintle Ntlokwana Aug 2026

Factors Hindering E-Procurement Adoption In South African State-Owned Enterprises: A Scoping Review, Lumka T. P. Salamntu, Zintle Ntlokwana

African Conference on Information Systems and Technology

e-Procurement is a digital management system that oversees the entire purchasing process, encompassing acquisition, procurement, and payment. e-Procurement aims to enhance efficiency, minimise redundancies and reduce paper-based processes. In South Africa, State-Owned Enterprises (SOEs) view e-Procurement as a strategic tool used to optimise processes, improve efficiency, accountability and transparency. This study followed a scoping review protocol and analysed eighteen articles which were written in the English language. The Rayyan screening software was used to screen and manage articles during the selection process. A search strategy was developed, and the search was conducted across four electronic databases from 2020 to 2025 …

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Ai-Driven Financial Forecasting, Risk Assessment And Decision Making In Start Up Enterprises, Ntando S. Sibanda, Petronella Muziti Aug 2026

Ai-Driven Financial Forecasting, Risk Assessment And Decision Making In Start Up Enterprises, Ntando S. Sibanda, Petronella Muziti

African Conference on Information Systems and Technology

Start-up enterprises operate in uncertain and rapidly changing financial environments characterized by volatile cash flows, limited historical data, and high exposure to financial risk. Conventional financial forecasting and risk assessment methods are often static and assumption-driven, limiting their effectiveness in supporting managerial decision making. Within the Decision Support Systems (DSS) domain, this study analyses the effect of AI-driven DSS on financial forecasting, risk assessment and managerial decision making among start-up enterprises in the Harare Central Business District, Zimbabwe. The study adopts a quantitative approach using structured questionnaires administered to founders, financial managers, and senior decision makers. Data were analysed using …

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Digital Health Adoption And Sustainability In Ghana's Public Hospitals: Lessons From Covid-19, Braimah Wadudu, Peter Darko, Rufai Adjei Aug 2026

Digital Health Adoption And Sustainability In Ghana's Public Hospitals: Lessons From Covid-19, Braimah Wadudu, Peter Darko, Rufai Adjei

African Conference on Information Systems and Technology

This study examines the adoption of digital health technologies in Ghanaian public hospitals during the COVID-19 pandemic, drawing on the Technology-Organization-Environment (TOE) framework and the Unified Theory of Acceptance and Use of Technology (UTAUT). A mixed-methods design was employed, combining a quantitative survey of 262 healthcare workers with qualitative insights from open-ended responses. The findings show that the pandemic accelerated the use of electronic medical records, telemedicine, and digital communication tools. However, institutional readiness varied, with gaps in internet reliability, device availability, and technical support. Technology acceptance was generally high, though confidence and ease of use differed across staff groups. …

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Social Media Motivations And Crisis Engagement Among Generation Z: A Uses And Gratification Perspective, Edina Galaa, Sulemana Bankuoru Egala, John Asibuo Boakye, Abdul-Hamid Sokun Alhassan Aug 2026

Social Media Motivations And Crisis Engagement Among Generation Z: A Uses And Gratification Perspective, Edina Galaa, Sulemana Bankuoru Egala, John Asibuo Boakye, Abdul-Hamid Sokun Alhassan

African Conference on Information Systems and Technology

Generation Z's growing use of social media during crises raises important questions about their motivations. This study applies Uses and Gratification Theory to investigate how four motivations — entertainment, social recognition, information sharing and altruism- drive Gen Z’s media use during emergencies and whether empathy moderates these effects. Using a scenario-based survey of 319 respondents and Partial Least Squares Structural Equation Modelling analysis, findings reveal that social recognition and altruism motivation significantly influence social media use intensity, while entertainment seeking and information sharing intention do not. Importantly, social media use intensity simultaneously predicts both prosocial need fulfilment and content validation …

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Robbed With Permission: Toward A Receiver-Consent Architecture For Trust-Preserving Mobile Money Transactions In Africa, Raphael Amponsah Aug 2026

Robbed With Permission: Toward A Receiver-Consent Architecture For Trust-Preserving Mobile Money Transactions In Africa, Raphael Amponsah

African Conference on Information Systems and Technology

Mobile money transacted more than USD 2 trillion globally in 2025 across 2.3 billion registered accounts, with Sub-Saharan Africa holding over half of all accounts and two-thirds of transaction value. Between 58 and 72 percent of mobile money fraud on the continent exploits trust rather than technology, yet current security architecture authenticates the sender and merely notifies the receiver, leaving the transaction execution moment structurally unguarded. This paper introduces the Receiver-Consent Transaction Protocol (RCTP), a USSD-native protocol requiring the receiver's active PIN consent on their physical SIM before any credit completes, grounded in Design Science Research with Routine Activity Theory …

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Genai Goes To Campus: A Narrative Literature Review Of Benefits, Challenges And Policies, Jayson Warren Peters, Mmasechaba J. Seopa, Justin T. Maistry, Tebogo J. Matome, Christen Du Toit, Maureen C. Tanner Aug 2026

Genai Goes To Campus: A Narrative Literature Review Of Benefits, Challenges And Policies, Jayson Warren Peters, Mmasechaba J. Seopa, Justin T. Maistry, Tebogo J. Matome, Christen Du Toit, Maureen C. Tanner

African Conference on Information Systems and Technology

This study examines the role of Generative Artificial Intelligence (GenAI) in the learning and administrative experiences of students and educators in higher education, through a narrative literature review of thirty-one articles. The literature was thematically reviewed and coded to identify themes and factors contributing to challenges, benefits, and policies and guidelines. These themes were explored in depth with their relation to GenAI for learning outcomes, the role of GenAI in student’s learning experiences and the effectiveness of using GenAI tools to support educators’ administrative processes. In light of the challenges and deterrents identified (e.g. implementation - maintenance, privacy and security, …

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Reconfiguring Organizational Information Processing: The Role Of Ai-Enabled Analytics In Shaping Information Processing Alignment And Decision Quality, Abdul-Hamid Sokun Alhassan, Sulemana Bankuoru Egala, John Asibuo Boakye, Edina Galaa Aug 2026

Reconfiguring Organizational Information Processing: The Role Of Ai-Enabled Analytics In Shaping Information Processing Alignment And Decision Quality, Abdul-Hamid Sokun Alhassan, Sulemana Bankuoru Egala, John Asibuo Boakye, Edina Galaa

African Conference on Information Systems and Technology

Across public and private sector institutions in Ghana’s developing economy, accelerating digital transformation is reshaping organizational decision-making under conditions of uncertainty. This study examines how AI-enabled analytics reconfigures organizational information processing and improves decision quality through the lens of Organizational Information Processing Theory (OIPT). It investigates the relationships between AI-enabled analytics, information processing capacity, information processing requirements, information processing alignment, and decision quality. Using survey data from 410 respondents drawn from mixed public and private sector organizations in Ghana and PLS-SEM analysis, the findings reveal a dual role of information processing requirements: they strengthen alignment between informational demands and processing …

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Medical Tourism Patient Guidance: A Content Analysis Of Risk Reduction Guidelines Available To Global Health Seekers., Alicia Mason, Angela Ashmore Aug 2026

Medical Tourism Patient Guidance: A Content Analysis Of Risk Reduction Guidelines Available To Global Health Seekers., Alicia Mason, Angela Ashmore

Faculty Submissions

This study examines medical tourism (MT) patient guidance messages intended to reduce procedural risks—those directly related to biomedical treatments—and process risks, which involve logistical, administrative, and interpersonal challenges of seeking healthcare abroad. The analysis focuses on print and digital publications authored by individuals independent of the MT industry, including policy researchers, travel health experts, lifestyle reporters, and consumer-focused medical travel writers. Using a two-phase digital and database search strategy, 27 publications from 2009 to 2024 were identified and analyzed using exploratory content analysis methods. Findings reveal important differences in the scope and depth of guidance aimed at reducing risks for …

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``But What About Me?'': A Structural Redesign For Cascading Trust Into An Integrated Culture Of Care, Hazelin Hei Laam Ngan Aug 2026

``But What About Me?'': A Structural Redesign For Cascading Trust Into An Integrated Culture Of Care, Hazelin Hei Laam Ngan

Patient Experience Journal

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 …

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Building A Culture Of Trust: Engaging Teams With Targeted Tactics For Meaningful Improvement In Patient Experience, Anna Buckner, Kimberly Lewis Aug 2026

Building A Culture Of Trust: Engaging Teams With Targeted Tactics For Meaningful Improvement In Patient Experience, Anna Buckner, Kimberly Lewis

Patient Experience Journal

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 …

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Plan Of Day | Plan Of Stay: How Inter-Disciplinary Communication Improved Patient Experience And Hospital Throughput, Theresa Jean Dionne, Felicia Hurst, Danna Qunibi, Lauren Lazar, Sydney Mccurdy, Ashlyn Coenraad, Brittney Ward, Whitney Black, Ashley Nelson, Judd Salem, Luisa Restrepo Aug 2026

Plan Of Day | Plan Of Stay: How Inter-Disciplinary Communication Improved Patient Experience And Hospital Throughput, Theresa Jean Dionne, Felicia Hurst, Danna Qunibi, Lauren Lazar, Sydney Mccurdy, Ashlyn Coenraad, Brittney Ward, Whitney Black, Ashley Nelson, Judd Salem, Luisa Restrepo

Patient Experience Journal

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 …

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