In The Beryl
Institute’s recent research report – The
State of Patient Experience in American Hospitals 2013 – I noted in conclusion that the state of patient experience
is growing stronger every day because of the many voices committed to this work.
I too reinforced my belief that a patient experience movement is afoot, one
that requires continuous and focused efforts and one that should be grounded in
and built upon collaboration and alignment versus competition or the desire to
stake a claim.
rests at the very core of the global community of practice we have built at The
Beryl Institute. We do not claim to own the patient experience, but rather to
be a place where people can gather together to share what is best in what they
are working to accomplish. Our philosophy has been and will remain that through
collaboration not just great, but greater things can happen.
It is in
this very spirit of collaboration that I am excited to share the bridging of
two great organizations to expand the alignment and dialogue on patient
experience improvement. We have been in discussion with and will soon be
welcoming the Society for Healthcare Consumer Advocacy (SHCA) into The Beryl
Institute community. After an incredible 40 year history and supportive home
with the American Hospital Association (AHA), our three organizations – The
Beryl Institute, SCHA and AHA – saw great potential in supporting the next 40
years and beyond for SHCA within the Institute (You can read a letter from all of SHCA’s Past Board
Presidents here). As of January 1, 2014, our communities will align to
continue to expand the patient experience conversation and in doing so model
the power of coming together in this critical dialogue.
will soon be available around this exciting next step in the history of focus
on patient advocacy and more broadly patient experience improvement, but
suffice it to say, the commitment to engaging all voices and growing those
engaged in this important work is top of mind for us all. I am excited and
proud to welcome the SHCA community to The Beryl Institute family as their new
professional home and in doing so reiterate the very critical message I share
here. That it is in coming together, not attempts at market distinction, in
which the greatest outcomes are possible.
I have watched
in recent years as patient experience has moved from an emerging term to an
active conversation at the center of policy and now financial focus. I have
also seen a great game of ownership being played out. Much like one might have
experienced during the gold rush, claiming their small bit of mountain stream
to pan for hours, days or more in search of that one bright speck, many
organizations – some well established, and some quite new – have all worked on
positioning for their piece of the pie.
While I am a
true believer in free enterprise and recognize the great potential for market
savvy in this new world of healthcare, I also believe we have something bigger
we are attempting to do in working towards patient experience excellence. It is
in the bringing together of disparate thoughts or competing ideas, be they
those of resource providers of similar services or healthcare organizations
occupying the same market, in which the greatest outcomes can be realized. You
see no one organization owns the patient experience, yet we in healthcare must
all take ownership of it.
reason we have worked to bring the many voices together, for as I asserted
above, this is where the strength of our work and its impact rests. This idea
has been realized in the Institute’s Regional Roundtables where market
"competitors” join together in sharing thoughts and crafting shared plans
focused on improvement. It has been realized at Patient Experience Conference
where numerous resource providers join in and engage in support of a true,
independent community dialogue. It is seen in the willingness of some of the
largest players in experience measurement to come together to share ideas
between the covers of our soon to be released paper on the Voices of Measurement.
If we are to
make the greatest differences in the lives of our patients, families, peers and
community we must be open to the idea that above all else through collaboration
and coordinated effort profound possibility exists for improvement and
sustained impact. And while by my very words, I cannot claim The Beryl
Institute is the only place this can or will be done, I do hope and in fact
commit that we will continue to stand for the bringing together of all ideas,
of every voice and of each hope in each and everything we do. As a community of
practice it is our calling, at The Beryl Institute it is our cause and we are
so very excited to see (and hopefully be a catalyst in) the patient experience family
continuing to grow.