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Reflecting on the Future of Patient Experience: Four Considerations for the Year Ahead

Posted By Jason A. Wolf Ph.D. CPXP, Tuesday, December 09, 2014
Updated: Wednesday, December 10, 2014

The end of the year always brings a flurry of activity to finish what we set out to do and/or plan for what awaits in the year to come. It also serves as a time for reflection and looking ahead. This can be both an exciting and overwhelming exercise, but one that simmers at the core of our humanity, one filled with hopes and aspirations, commitments and goals. This is no different when we look to the very humanity at the heart of excellence in patient experience itself.

I remain inspired by the exponential growth in energy, commitment, resources and interest in positively impacting the experience for patients, residents and families and for those providing care at all touch points across the continuum. Our commitment at the Institute remains to ensure this conversation continues to grow. I reinforce often that experience is not a fad, but rather it is fundamental to all we do in healthcare. It is both what we expect as participants in our respective healthcare systems and what we aspire to deliver in every encounter.

To support this in the last year we have expanded our resources and increased accessibility to The Beryl Institute. We have added both complimentary offerings, such as the new open-access and peer reviewed Patient Experience Journal (with forty new articles and commentaries this year) and community member benefits with PX Learning Bites, providing short educational insights into experience excellence. We have developed the core of the PX Body of Knowledge, our community developed framework of learning and development, and will offer twelve new modules before year’s end.

We have also expanded access to our community of practice in launching new Institutional Memberships, engaging thousands of individuals at all levels in healthcare organizations with a passion for patient experience improvement. We also have broadened the experience dialogue across the continuum with new content and engagement for Patient Advocates and in one of the fastest-growing segments in healthcare – Long-Term Care. And while these items were initiated in this year, they also represent a looking ahead and an investment in where we can go together as an experience movement.

This commitment, grounded in the contributions of our almost 28,000 members and guests in over 55 countries, is driven by four considerations I believe are central to driving patient experience excellence across care settings (and have been critical to our work in growing The Beryl Institute community itself). Consider these ideas as you look to the year ahead and your own experience efforts.

  • A mindset of abundance. Experience excellence is grounded in a spirit of generosity, in openness and access, sharing, and the active invitation to engage and contribute. It is the expanding of possibility and an understanding that rather than a zero-sum game, there is much to learn from and enough to spare for all; for those we care for and serve and for those with whom we work.
  • A commitment to inclusivity. The greatest opportunity we have in driving the best in experience is to ensure all voices are not only acknowledged, but also engaged and heard. In expanding our listening and the opportunity for contribution we open up possibilities we have yet to consider or even knew existed.
  • A focus on agility. In the dynamic world of healthcare and in our human environment in general, static state is now equivalent to falling behind and change in many ways is simply treading water. We must build the muscles of agility – the capacity to rapidly reconfigure and realign resources to lead new directions or shift as needed with the needs of our communities and the industry.
  • A drive for innovation. Excellence in experience may be best served by a vigilance to continuously searching for news ways of thinking, doing and disseminating ideas. This is beyond improvement of existing systems to look for concepts, constructs and practices that can lead us to new levels and to positive and lasting outcomes. 

I offer these considerations as we look to the year ahead to suggest something significant. Yes, we have defined experience; yes, we are aware of the critical strategies and tactics that can frame and drive positive outcomes; but, if we are truly committed to a lasting and positive future in this work, we need to think not only about what we do, but also how we continue to stretch ourselves in doing it. The year ahead for patient experience will bring exciting new discoveries, powerful lessons and compelling stories that will move and inspire us to new levels. We do this not only out of passion, but out of our commitment to one another and the care we hope to provide to all.

I wish you all the best of holiday seasons, may it be warm and joyous as you connect with loved ones and friends. And as we look forward, here is to each of you for the positive impact you have committed to in caring for others and each other, as we continue this critical and exciting journey. I am honored and grateful to travel this road with you and anticipate with great excitement all that the days ahead will bring.

Jason. A. Wolf, Ph.D.
The Beryl Institute

Tags:  abundance  agility  culture  defining patient experience  improving patient experience  inclusivity  innovationemployee engagement  patient engagement  Patient Experience  service excellence 

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