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12/2/2014
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Body of Knowledge
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About

The Patient Experience Body of Knowledge is a community-developed framework capturing the knowledge central to the role of the patient experience leader. Almost 400 individuals from 10 countries contributed to the development of the body of knowledge resulting in a broadly accepted set of 15 domains and associated skills reflecting the core accountabilities associated with being an effective patient experience leader. This work frames the field of patient experience, defines its core ideas and provides a clear foundation of knowledge that supports the consistent and continuous development of current and future leaders in the field.

 

 


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Body of Knowledge Domain Courses
The Beryl Institute will offer three-part professional development courses for each of the 15 Body of Knowledge domains:
  • Part 1: On-demand learning session providing comprehensive content overview
  • Part 2: Facilitated virtual classroom offering the ability to discuss practical application
  • Part 3: Online domain learning community for ongoing support

> Register for a course


 

 
Domain: History
What is the history of patient experience and how did healthcare get where it is today? In this course you will travel back in time to explore the past, learning about the many influences that have led to the current patient experience movement that exists today.
Domain: Employee Engagement
An effective and high performing health care team is an essential key to the success of any organization. Attracting and engaging customer-focused employees who are passionate about providing the best and most compassionate care to the patient is a significant ingredient to ensuring a patient experience culture. In this course you will learn the key characteristics and benefits of an engaged workforce, how to hire for service attributes, and implementation techniques to foster ongoing employee engagement.
Domain: Service Recovery
Even in the best care settings things can go wrong. Service recovery is the sincere effort made when patient and family members’ expectations fall short. In this course you will learn the benefits of having a dedicated service recovery culture, strategies and tools to manage patient concerns including proactive strategies to understand and increase the likelihood of exceeding patient and family expectations.
Domain: Patient & Family Centerdness
Engaging patients and families as partners in their healthcare is a national priority and top of mind for healthcare organizations is exploring ways to ensure an approach that is patient and family centered. In this course you will learn the core concepts of patient family centeredness, explore and contrast three different PFCC models and create a plan that supports your organization’s efforts to being a PFCC organization.
Domain: Leveraging the Patient Experience Through Effective Communication
There are an unlimited number of factors that impact interpersonal as well as organization communication effectiveness. Leveraging key internal and external communication strategies is essential for ensuring the optimal patient experience. In this course you will learn proven patient and family communication methods, components and processes necessary to develop and implement a strategic communication plan to support the patient experience, and recommended educational efforts to reinforce the desired service behaviors.
Domain: Organizational Effectiveness
In order to improve the patient experience, significant organizational changes may be necessary. Formulating a strong implementation plan will improve the likelihood of success. In this course you will learn methods to assess organizational change readiness, create an effective improvement plan, and identify the leadership roles and responsibilities necessary to implement the plan.
Domain: Healthcare Leadership & Management
Understanding of the general principles of healthcare management and leadership including strategies that influences structure and/or help shape the patient experience role in an organization.
Domain: Coaching & Developing Others
For coaching to be successful, an organization must adopt a Coaching Culture and embed coaching into the way extraordinary care and service is assured on a daily basis. In this course you will learn how to build a coaching culture with the help of the Patient Experience Leader, as he or she influences others up, across and down the organization, assists people in expanding their visions, builds their confidence and unlocks their potential toward achieving their performance goals.
Domain: Cultural Competance & Diversity
Understanding of the impact that diversity and difference plays in the design and delivery of effective patient experience efforts.
Domain: Experience Design
Understanding of how to design the overall experience, including engaging customer voice, marketing, etc.
Domain: Clinical Partnerships
Understanding how to establish and sustain effective clinical (physician and nurse leader and practitioner) relationships and ensure engagement with patient experience plans.
Domain: Hospitality & Healing Services
Understanding the scope, structure and influence of critical hospitality and healing touch-points that can influence and impact overall experience.
Domain: Technology Application
Understanding the range of technology that can influence patient experience and how to integrate into experience efforts.
Domain: Metrics & Measurement
Being data-driven is essential for the patient experience professional. In this course you will learn how to understand, interpret and analyze data in ways that are both meaningful and purposeful to your organization.
Domain: Policy & Regulatory Issues
Understanding of the policy and regulatory issues that influence or impact patient experience efforts.
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