On our journey to grow the experience movement and The Beryl Institute community, we have built a vibrant and dynamic network of committed professionals and practitioners, innovators and researchers, patients and family members, caregivers and partners from around the world. This network, through its commitment to “share wildly and ‘steal’ willingly”, first shared in acknowledging the experience era in which we now find ourselves, helped shape an Experience Framework introduced by the Institute last year (Figure 1). The Framework is comprised of eight strategic lenses that represent the broad and integrated perspective needed to ensure a comprehensive focus on experience. Aligning efforts on these lenses is essential to ensuring the ultimate achievement of experience excellence.
Figure 1. The Beryl Institute Experience Framework
The Experience Framework, grounded in research from the Institute and the experiences of our community, offers a means to better codify, digest and access the information and resources that will support the community on our shared experience journey. It provides a structure through which we can individually, organizationally and collectively understand where we are on our experience journey, identify the opportunities we have and then connect to the resources and solutions that will help us continue on the road to experience excellence.
In our commitment to observe, learn, and adapt and to not just support the continuous improvement of the experience conversation, but also to elevate innovation, support sharing and ensure ongoing value for our community, we realized the Framework was only the core of the conversation. What we realized was the Framework was a means for identifying and connecting the vast collection of resources, organizations and solutions that comprise the broad efforts to positively impact the patient experience and the human experience in healthcare.
This recognition ultimately helped us to identify the Experience Ecosystem, which represents the comprehensive collection and interconnected system of resources and assets committed to experience excellence. The Ecosystem addressed a critical opportunity for our community and the movement by ensuring ease of access, expanded awareness and speed to action in tackling experience efforts by connecting people to the information and tools that could support their success. In developing the ecosystem three principal levels were identified and established:
- RESOURCES. This level is comprised of the resources offered by and through The Beryl Institute. The full extent of content, resources, research and tools available via the Institute community is now aligned with each segment of the Experience Framework for easy identification, access and application.
- ASSOCIATED ORGANIZATIONS. This level is comprised of the organizations that provide insights and resources beyond the Institute’s boundaries and/or complement our efforts. Providing a clear link to this vast network of organizations and underlining their connection to experience both reinforces the opportunity in alignment and the importance of connection and collaboration in this work.
- SOLUTIONS PROVIDERS. This level is comprised of product and solutions providers – those that have invested in being part of The Beryl Institute’s Patient Experience Marketplace – who have solutions and offerings that can support you in your experience efforts.
All Resources, Associated Organizations and Solutions Providers are now segmented by and aligned to at least two of the eight strategic lenses of the Experience Framework with which they best connect. This identification, curation and linking to this growing collection of content and knowledge is central to our purpose at the Institute to serve as a center for collaboration, connection and shared knowledge. Each strategic lens has its own landing page linking you directly to the information available under each of the eight lenses of the Framework. Ultimately, the opportunity with the Experience Ecosystem is to serve as a bridge from discovery to solution, need to action, opportunity to outcome. And this will happen in some new and exciting ways.
Within the Experience Ecosystem you will have the means to identify where you are excelling or have opportunities to address in your experience efforts. To complement the launch of the Ecosystem, we have introduced the Experience Assessment; a quick assessment tool through which you can individually or organizationally identify how you are performing in each of the eight strategic lenses. The Assessment is built on global research conducted via the Institute identifying the issues and actions of greatest importance to consumers in healthcare and those actions that high performing healthcare organizations have deemed essential to experience success. In aligning the data from consumer voices and the insights from healthcare organizations, the Assessment was built to evaluate the current efforts of an organization, provide insights for reflection and quickly uncover opportunities for action.
While the assessment can be taken individually by anyone as a single point of data, we encourage you to consider an organizational evaluation (currently available to organizational members of the Institute). The results report you receive provides a breadth of information from your overall Human Experience Index (HXI) score to individual scores on each strategic lens as you identify strengths and opportunities. On your score report, you will also find a link to the landing pages noted above leading you to more resources for each strategic lens.
In the end, the potential of the Experience Assessment is two-fold. Not only does it help with individual improvement efforts, but as the database of responses grows, we will have the ability to provide both insights and benchmarking comparisons to how the general market is doing. It will also help identify the broader opportunities we have as a community to focus our efforts on experience improvement, support shared opportunities for learning and identify those organizations that can help one another with the challenges they continue to face.
The Experience Assessment is built on our value at the Institute that there is not one right model for everyone, not one best solution for all to choose, and yes, not one organization that can say it will solve all your experience answers. This underlines the unique power of being part of the Institute family. As an independent, global community of collective voices with a commitment to experience excellence and to one another, we can ensure you find the best resources for your needs in a safe, helpful and impactful way.
The ultimate goal of this effort is to provide the means to support connection and ensure that what can sometimes feel like a disparate and disconnected range of information is now a thoughtful, codified and focused resource that supports and reinforces the ultimate purpose we live at the Institute every day: To change healthcare by ensuring an unwavering commitment to the Human Experience.
This purpose highlights our shared commitment as a community and reinforces the independent nature of the Institute itself. Our opportunity remains to objectively provide access and connection to the breadth of resources available and being sought by patients and family members, clinicians and caregivers alike in organizations and systems around the world. If we can bridge identified needs to the resources needed, if we can elevate and share strengths in a way that we all win, then we have truly done what calls us together in the experience community. In the end the Assessment and Ecosystem shortens your distance to discovery, builds a bridge to supporting resources, and quickens your pace to outcomes.
We believe introducing the Ecosystem does a few critical things. It helps ensure The Beryl Institute’s site is easier to navigate. It elevates and expands our reach and opportunity for excellence by connecting people to Associated Organizations and Solutions Providers that bring value to the conversation. In doing so it reinforces our philosophy at The Beryl Institute that through collaboration and cooperation, connection and purpose, we can and will ultimately elevate the experience conversation together.
The Experience Ecosystem, Framework and Assessment provides a means to help us get from now to the tomorrow we know we can achieve, and it is a tomorrow we WILL achieve together. We invite you to join us in the journey, take the assessment, apply the Framework, contribute your knowledge to the Ecosystem and we will ensure that healthcare is the place in which experience is not the outlier, but truly the heart of all we do.
Jason A. Wolf, PhD, CPXP
President & CEO
The Beryl Institute