Having the opportunity to work for an organization like Stanford Health Care, a pioneer of science and experience innovation1, I wasn’t sure whether the Patient Experience (PX) Body of Knowledge program would be of great benefit to our organization. Through my love for learning and trust in the high quality work of The Beryl Institute, I pursued the program anyway. This blog serves as a brief reflection on my experience with the PX Body of Knowledge program.
Upon receiving my PX Body of Knowledge account information, I was flooded with an exhilaration that I hadn’t felt since enrolling for classes freshman year of college. I was eager to plan out my learning path, but nervous in knowing I had to balance this with an already very busy schedule (then with collegiate sporting events, mixers and bonding with my dorm mates – now with a fulfilling career, professional board responsibilities and visits to wine country). I was pleased to find a great amount of flexibility in the course schedule, both in the order of topics and in dates offered for the virtual classrooms.
As someone who suffers from the all-too-common multi-tasking condition, I was delighted with how engaging the on-demand online modules were. The navigation was easy, the visual design was pleasing, the content was progressive and the built-in gamification was a fun way to test information absorption. The most helpful game was the Policy and Regulatory Issues Jeopardy Challenge, and my overall favorite activity was the interactive Touchpoint Journey Mapping, as it brought visibility to the real flow of a patient’s experience, including handoffs, the environment and their emotional highs and lows.
The virtual classrooms are where the content really comes to life. With guidance from The Beryl Institute’s facilitators, participants share stories and insights related to the course topic. The dialogue deepens the understanding and application of the on-demand learning modules. An effective feature of the virtual classroom is the chat function, allowing for questions and networking to occur throughout the session. Though everyone chooses a unique course sequence, I enjoyed connecting with a cohort of familiar names and voices throughout the duration of the PX Body of Knowledge program.
Overall, I found that some of the content wasn’t brand new to me, but a much needed refresher and validation that we as a healthcare institution and I myself as a healthcare executive are on the right track. I was introduced to enhancement ideas for programs we currently have in place, and I certainly learned many new approaches to problems or unmet needs of our patients, families and staff. The PX Body of Knowledge program was also a helpful guide in preparing for (and passing!) the Patient Experience Institute’s Certified Patient Experience Professional (CPXP)2 exam.
Without spoiling too much of the PX Body of Knowledge plot, these were a few of my key takeaways, which I have been able to incorporate at Stanford Health Care:
- The Platinum Rule, "Treat others how they want to be treated”, and other patient-centered care best practices
- Cultural sensitivities, training, and competency assessment (e.g. workforce generations, beliefs and customs, and the nine elements of cultural competence)
- Evolution of patient experience, patient advocacy and glossary of healthcare policy acronyms (e.g. NQF, MOC, AF4Q, CMMI, PQRS, SIM, HEDIS, and many others)
- Employee engagement drivers and coaching toolkits (e.g. Harvard Business School Model: how to identify issues before beginning to coach, encourage employees, highlight skills, praise, conduct respectful inquiries, offer sound and confidential advice, provide guidance)
- Patient experience statistics refresher (standard deviation, correlations and run charts, oh my)
- Many additional fun facts that were included in Stanford’s Patient Experience Week Trivia game3
To answer the question posed by the title of this blog, is the PX Body of Knowledge Program worth it? I’d say absolutely!
1Stanford Health Care People Magazine, C-I-CARE Program Overview, pages 6-7: https://issuu.com/stanfordhospital/docs/shc_people_4.26
2Patient Experience Institute and CPXP: http://www.pxinstitute.org/
3Stanford Health Care Patient Experience Week Overview and Jeopardy: http://c.ymcdn.com/sites/www.theberylinstitute.org/resource/resmgr/PX_Week/C-I-CARE_Patient_Experience_.pdf and http://c.ymcdn.com/sites/www.theberylinstitute.org/resource/resmgr/PX_Week/C-I-CARE_PXTrivia.pdf
Bryanna Gallaway, MPA-HSA, CPXP, is the Director of Service Excellence at Stanford Health Care. Bryanna is driven and inspired to create a positive impact on the patient, family and colleague experience through design thinking and process improvement, empathy and compassion training, servant leadership and team development, and collaboration across national patient experience and healthcare leadership communities. Stanford Health Care has been on a patient experience and process improvement journey for some time now. Over the past five years they have improved their inpatient patient satisfaction scores from the 63rd to the 89th percentile and cancer center scores from the 22nd to the 90th percentile. Stanford has cultivated a culture of compassion through the C-I-CARE Program, not only improving patient experience, but also improving their overall employee engagement from the 61% to 75%.