This month’s Patient Experience blog is an excerpt from the recently released research report, The State of Patient Experience 2017: A Return to Purpose.
We have always maintained that in patient experience there are no major secrets and with that believe strongly that the differentiator is not in the private processes you create or the proprietary models an organization might produce. Rather it is in the spirit of an open sharing of ideas through which all should play and in the distinction of a true commitment to execution through which you should compete. Experience will be and is already emerging as a key, if not the primary, differentiator in healthcare. The opportunity in front of each organization is how they will seize this moment.
For us at the Institute, part of this moment is to acknowledge that patient experience will forever be central to healthcare, but also as we learn from the community and from the very data in this year’s benchmarking study the healthcare experience we are speaking to reaches beyond patient experience itself. In an environment where we clearly base all work on human beings caring for human beings we are ultimately addressing and impacting the human experience in our midst. For this reason, we believe at The Beryl Institute as we remain committed to patient experience we must address the reality of the human experience that is central to healthcare overall.
With this, we have set a bold and fundamental desired impact for how we look to move into the years ahead. Our intended focus is simple, clear and true:
Changing healthcare by advancing an unwavering commitment to the human experience.
In doing this we honor the work each of you are doing and the reality of the healthcare world we find ourselves collectively creating around the globe. In a commitment to shift how healthcare works, we must dedicate ourselves to the broader human experience, honoring both the patient experience at its core and the experience of all driving and supporting healthcare’s efforts every day. With that we believe this commitment must be grounded on four key points:
- Understanding experience is defined as the sum of all interactions shaped by an organization’s culture, that influence patient perceptions across the continuum of care.
- Acknowledging experience (1) encompasses the critical elements of healthcare from quality, safety and service, to cost and population health issues that drive decisions, impact access and ensure equity and (2) reaches beyond the clinical encounter to all interactions one has with the healthcare system.
- Recognizing that human experience reinforces the fundamental principle of partnership and is therefore inclusive of the experiences of those receiving and delivering care as well as all who support them.
- Reinforcing that focused action on experience drives positive clinical outcomes, strong financial results, clear consumer loyalty, solid community reputation and broad staff and patient/family engagement.
This commitment has been spurred by all we have seen in this work and by all each member of the broader patient experience community has taught us. As we travel a journey to reinforce the critical role of the human experience in healthcare all that we learned in this year’s study takes on even greater relevance.
We must strive for what we believe is important collectively and then ensure we find ways in each and every one of our organizations to apply these principles, practices, ideas and findings for the good of all engaged. This is not idealism, but rather a practical reflection on where we are and what we can achieve. The state of patient experience is about much more than what we have or will do, to what we are and what we can become. That is the inspiration we glean from those that contributed their voices in this year’s study and the motivation we garner from working collectively as a community dedicated to the human experience in healthcare.
The state of patient experience is strong, your efforts and commitment are true and the possibilities of all we can accomplish as a result are yet to be realized. That makes this perhaps one of the most exciting times to be committed to this work. We look forward to traveling the next steps of this journey with each of you.
> Download the full State of Patient Experience 2017 research report
Jason A. Wolf, Ph.D., CPXP
The Beryl Institute