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Patient Experience Body of Knowledge
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Introduction, Background and Feedback Process Overview#


Introduction
The Patient Experience Body of Knowledge* is a framework to capture the knowledge central to the role of the patient experience leader. The intention of this work is to develop a broadly accepted set of domains and associated skills that fully reflects the core accountabilities associated with being an effective patient experience leader. This work will help to frame the field of patient experience, define its core ideas and provide a clear foundation of knowledge that will support the consistent and continuous development of current and future leaders in the field. The next steps in this work will lead to expanded and ongoing learning opportunities in each domain and the potential for formal certification of Patient Experience Professionals.

Background
Last year, the project steering team mind-mapped and categorized a wide range of knowledge associated with effective patient experience leadership. These thoughts led to an initial framework that was used to engage patient experience leaders and healthcare professionals from around the world in providing invited comments and content suggestions through direct feedback, focus groups and an open comment period. As of today almost 400 individuals from 10 countries have contributed to the process. The result is the fifteen domains outlined in the Patient Experience Body of Knowledge framework below.

The Conversation Continues#
From the global open comment period, which was used to gather the voices and feedback of additional patient experience and healthcare leaders, patients, families and support networks and community members alike, the conversation now continues. The next step in the plan is the development of learning modules for each of the domains with the support of an Instructional Designer (please see the update below). The Institute continues to engage practitioners and thought leaders and collaborates with other leading organizations in each of the domains to ensure the most comprehensive knowledge base possible. This knowledge will then be translated into a formal certification opportunity for Patient Experience Leaders and also help frame the field of "Patient Experience". The intention is to support both the ongoing development of current practitioners and the future development of leaders for the field


Body of Knowledge Process Update - Summer 2013

A number of the PX BOK domain team members participated in a breakfast forum during the PX 2013 Conference held in April. The forum provided an opportunity for the volunteer members to meet Deanna Frings (Director of Education & Professional Development) and to update each other on the work completed over the past year including the development of learning objectives and content outlines for each of the 15 Domains identified as part of the PX BOK. In addition, the dialogue provided the opportunity for the sharing of ideas on the hopes, dreams and concerns the group had related to the next steps of the process and the overall objectives of this critical work.
 
The power of this process has been, and will continue to be, that it includes the voices of hundreds of individuals from around the world in a collective discussion on what it means to truly be a leader in patient experience efforts. The forum was just another example of how we continue to look for ways to include your important voice in the conversation. A guiding principle of this work is that the outcomes are grounded in the voice of the field and a reminder of the core ideas fundamental to any leadership role in today’s healthcare environment.
 
During the summer, several key actions have been taken.
  • Completed a comprehensive review and analysis of the entire BOK (all 15 domains).
  • Conducted a pulse survey seeking feedback from the community on the desire and importance of Professional Certification and/or a Curriculum-Based Certificate program.
  • Plans are now underway to design a prototype learning module.
    • To support this we are seeking individuals who identify as subject matter experts in the domain areas and who would be open to providing input to the Instructional Designer in the development of the learning modules
  • We anticipate the launch of the first learning module later this year with additional modules soon to follow in early 2014.
  • We are also beginning to form the Certification Steering Team that will guide the direction of PX Certification.
For any further questions on the program or process, please contact: Deanna Frings, Director, Education & Professional Development



Patient Experience Body of Knowledge - Domain Overview

Based on the input provided during the open comment period, the fifteen domains below represent an extensive collection of knowledge and skills associated with patient experience leadership.

DOMAINDOMAIN OBJECTIVE
HISTORY
History: Customer Service to Service Excellence and Patient Advocacy to Patient ExperienceUnderstanding of the core concepts of service excellence and the patient experience, their history, general context setting and core knowledge overview.
CONTEXT
Healthcare Leadership & ManagementUnderstanding 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.
CommunicationUnderstanding of interpersonal communication skills and processes for communicating about patient experience efforts.
Organizational Effectiveness, Performance Improvement & ChangeUnderstanding of the processes to address organizational effectiveness, change management and improvement.
Employee EngagementUnderstanding of the processes to engage and reward staff at all levels in key aspects of patient experience.
Coaching & Developing OthersUnderstanding of the effective design and delivery of learning and development and coaching of others in working to achieve desired outcomes.
Cultural Competence and DiversityUnderstanding of the impact that diversity and difference plays in the design and delivery of effective patient experience efforts.
PRACTICE
Patient & Family CenterednessUnderstanding of the various Patient & Family Centered Care models and how to identify and implement their underlying concepts.
Experience DesignUnderstanding of how to design the overall experience, including engaging customer voice, marketing, etc.
Clinical PartnershipsUnderstanding how to establish and sustain effective clinical (physician and nurse leader and practitioner) relationships and ensure engagement with patient experience plans.
Service Recovery & Feedback ManagementUnderstanding the models and processes for establishing effective service efforts and managing recovery efforts.
Hospitality & Healing ServicesUnderstanding the scope, structure and influence of critical hospitality and healing touch-points that can influence and impact overall experience.
Technology ApplicationUnderstanding the range of technology that can influence patient experience and how to integrate into experience efforts.
Metrics & MeasurementUnderstanding the components of an effective measurement process, including the identification of key metrics and the use of data.
Policy & Regulatory IssuesUnderstanding of the policy and regulatory issues that influence or impact patient experience efforts.




Virtual Focus Groups

Virtual Focus Groups were held during the open comment period and provided interactive sessions in which the Body of Knowledge framework was reviewed and feedback discussed on the domains of focus. Participants shared input and ideas and engaged with peers on each topic. The participants feedback helped to influence the continued development of the key domains.


Steering Team Members

A special thank you to the now almost 400 individuals contributing to the process so far from around the world. Special thanks for the continued contributions and leadership of the Patient Experience Body of Knowledge Steering Team listed below.

Paul Clarke, NCH Healthcare System
Andrea Herbert, UCLA Health System
Mary Malone, Malone Advisory Services
Tony Padilla, UCLA Health System
Michelle Serrato, Clovis Community Medical Center
Colleen Sweeney, Sweeney Healthcare Enterprises
Tiffani Darling, Northwestern Memorial Hospital
CJ Merrill, St. David's Healthcare
Carol Santalucia, Santalucia Group
Jason A. Wolf, The Beryl Institute
 
Also special thanks to our 15 domain team leaders who have been guiding the content development process. Many of who are listed in the following page.



*Patient Experience Body of Knowledge and associated content copyright of The Beryl Institute 2012

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