In The Beryl Institute paper, "The Four
Cornerstones of Patient Experience
”, we discovered that when
organizations choose to have a leader with committed time to guide patient
experience efforts, those organizations outperform their peers in both HCAHPS
performance as well as patient satisfaction results. Finding that intentional
focus on an issue leads to better results is not surprising, but it is important
to note that a focused individual made the difference.
This led us to ask, if we can show that having
an identified patient experience leader is a critical component of success, and
specifically in driving measures that have service, quality and financial
implications for healthcare organizations, can we define what it is that this
We started with a small steering team of
healthcare professionals from hospitals and organizations across the United
States on a mind-mapping exercise to identify key areas of knowledge critical
to patient experience leaders. This exercise led to the development of
domains that started to frame a core body of knowledge. Job descriptions were
explored from roles around the world, competency models were examined from
related fields and organizations, and then broader input was sought engaging patient
experience and healthcare leaders from the US, the UK, Australia and Canada.
The feedback led to hundreds of pages of thoughts on the critical nature and
true complexity of patient experience and of the knowledge needed to
effectively address it.
The discovery was powerful; a body of knowledge
for patient experience leaders that began to shape an identifiable field of practice.
It also brought greater clarity to the findings in the "Four Cornerstones”
paper. While a focused individual was critical, this alone would not drive patient
experience success. Rather an individual needs the skill set and "know-how” to
truly impact this central component of the healthcare world.
That leads us to today, where the input and work
of over one hundred volunteer leaders and contributors provides an initial
framework to explore and a new possibility for shaping the field of patient
experience. On Monday, March 5 we unveiled the Patient Experience Body of
and the 14 domains of knowledge
key to an effective
patient experience leader. With all the work that has led to this point, it is now
that a much broader conversation gets underway.
We invite individuals from all corners of the
healthcare system, including patient experience practitioners, healthcare
leaders and staff, physicians, patients, families and community members to
contribute their voices to the process. For the next 6 weeks, through Monday,
April 16, we will be gathering your input
to further polish this work. We
will share the results of this effort to start Patient Experience Conference
. At The Beryl Institute, we believe the patient experience is about
every player in the healthcare process and should encompass the voices of all
those it impacts.
In healthcare, experience is truly central to
all we do. The opportunity to provide a framework for the important work taking
place every day in healthcare organizations is a critical global dialogue. I
invite and encourage you to join the conversation
Jason A. Wolf, Ph.D.
The Beryl Institute