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5 Ways to Impact Your Patient Experience Success in 2019

Posted By Stacy Palmer, Monday, January 7, 2019
Updated: Monday, January 7, 2019

Embarking on a New Year tends to bring forth much reflection and anticipation. While 2018 was often shadowed by political tensions and shifting pressures on our healthcare systems globally, it was also a year of significant reinforcement of the value and purpose of the patient experience movement. 

We introduced two new research studies at The Beryl Institute in 2018, both intended to help validate and focus the patient experience field. A study on Consumer Perspectives on Patient Experience confirmed that 91% of consumers believe patient experience is extremely or very important and will be significant to the healthcare decisions they will make. And most recently, we published To Care is Human, exploring the factors influencing experience in healthcare today and reinforcing the relational nature where healthcare is grounded in human beings caring for human beings. 

As we begin 2019, I believe the patient experience movement is better prepared than ever to accelerate its efforts. And as your organization embarks on the new year, I encourage you to consider a few suggestions that have potential to positively impact your success:

  • Evaluate Your Strengths and Opportunities – As you reflect on the direction your PX journey took in the past year and plan for future success, I encourage you to take time to examine where your organization excels and where you have opportunities to grow. The Beryl Institute’s Experience Framework identifies the strategic areas through which any experience endeavor should be framed, provides a means to evaluate where you are excelling or may have opportunities for improvement and offers a practical application to align knowledge, resources and solutions. If you find there are areas of great strength for your organization, let us know so we can share your successes with the community. And if you identify potential opportunities in your journey, contact us and we’ll help you navigate the many resources available in the Institute’s library of content. To further assist the overall community, we’ll also begin highlighting a new strategic lens each month, offering new webinars and other programming around that lens and curating a selection of resources to help you amplify your efforts in that area.

  • Enhance Your Organization's Foundation in Patient Experience – When building a culture of patient experience excellence, it is essential to establish a foundation where all team members clearly understand what patient experience is, what it means to them and how they can positively impact experience excellence. Consider ways in which you can share patient experience knowledge on the front lines of care to positively impact experience outcomes. Last year the Institute introduced PX 101, a community-inspired and developed resource for use in orientation programs and other staff education. While not intended to be used in isolation or as a stand-alone resource, PX 101 can enhance your journey by distilling the resources and knowledge available via the Institute into practical, transferable learning to support your larger patient experience training strategy. 

  • Celebrate Your Patient Experience Efforts – Wherever you are in your journey, it’s important to recognize successes and commitment. Not only does this offer a chance to celebrate great work, it also provides an opportunity to reinforce the significance and impact of your efforts. Start planning now for Patient Experience Week 2019: April 22 - April 26. Patient Experience Week is an annual event to celebrate healthcare staff impacting patient experience. Inspired by members of the Institute, it provides a focused time to celebrate accomplishments, create enthusiasm and honor the people who impact patient experience everyday. 

While I believe the suggestions above can have great impact on your organization’s patient experience focus, I encourage you to be just as thoughtful in developing your own growth plan for the new year. We likely all have personal resolutions around health, fitness, finances, etc., but it’s important to also consider ways we can grow professionally as patient experience leaders. Whether you’re looking to make a career move in 2019 or build knowledge and value in your current role, consider these key steps to impact your success: 

  • Expand Your Patient Experience Network – One of the greatest benefits cited by members of The Beryl Institute is the power of the community – the ability to network, share and learn with others passionate about improving experience. Make a commitment now to attend Patient Experience Conference 2019 to be held April 3-5 at the Hyatt Regency Dallas. It’s the largest independent, non-provider or vendor hosted event bringing together the collective voices of healthcare professionals across the globe to expand the dialogue on improving patient experience, and you’re sure to leave with new information, inspiration and connections. 

  • Distinguish Yourself as an Expert in Patient Experience Performance – The best way to impact your professional success is to ensure you have the knowledge and tools necessary to succeed in today's healthcare environment. Through PX Body of Knowledge courses, The Beryl Institute offers certificate programs in Patient Experience Leadership and Patient Advocacy. With over 440 certificate program recipients to date, the PX Body of Knowledge frames the field of patient experience, defines its core ideas and provides a clear foundation of knowledge that supports the consistent and continuous development of current and future leaders in the field. Also consider earning your formal certification as a Certified Patient Experience Professional (CPXP) which is awarded through successful completion of the CPXP examination, offered through our sister organization, Patient Experience Institute. CPXP Prep Course workshops are available through The Beryl Institute to help you prepare.
At the Institute, our 2019 commitment to you is that we will continue seeking ways to support and elevate your efforts through offering the most relevant research, resources and connections – and by helping you to easily navigate these offerings. We have tremendous respect and gratitude for the work happening globally each day to improve experiences for patients, families and caregivers, and we will continue to provide a place for our community to share, learn, celebrate and inspire together.

If you have specific needs we can assist with as you embark on your 2019 organizational or personal PX journey, please let us know. We’re here to help!

Stacy Palmer, CPXP
Senior Vice President
The Beryl Institute

Tags:  accountability  body of knowledge  celebration  collaboration  community  community of practice  connection  culture  Field of Patient Experience  global healthcare  healthcare  Human Experience  improving patient experience  Leadership  member benefit  member value  movement  Patient Experience  patient experience community  patient experience week 

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Nurse Leadership Matters in Patient Experience Performance

Posted By Jason A. Wolf Ph.D., Tuesday, March 4, 2014

As shared by the Robert Wood Johnson Foundation and known by many in practice, nurses represent the single largest group of health professionals who deliver hospital care. This represents a broad range of caregivers from the senior ranks of CEOs or CNOs, to the bedside, from managing triage in emergency departments to conducting post discharge follow-up calls.

With this expansive reach, nurses and in particular nurse leaders, have a significant opportunity to impact the experiences of patients and families. I say this reinforcing the strong point found in the definition of patient experience that experience is created in every interaction – meaning by everyone that plays a role in the healthcare system and at all points in the continuum of care, from well before to well after a clinical encounter. With that we would be short sighted to miss the fact that the experience most patients and family members relate to, reflect on and remember is the one they had with their nurses.

In a Hospital Impact blog last year, I wrote about my own experience of quickly leaving at the close of Patient Experience Conference to become a family member at the bedside for the birth of our son. I spoke of Kristen, our L&D nurse, who was responsive and took every opportunity to not only set appropriate expectations, but also answer our questions. She served as a guide through one of life’s most important and incredible moments.

In inquiring why she and other nurses in the unit were so positive and engaged (and not revealing my profession), I was told about how their leaders take time to support the nurse team not simply as individuals there to work, but as professionals, people and partners in care delivery.

In thinking back on this moment I had the chance to share some thoughts with the nurse leaders at my most recent On the Roadsite – Presbyterian Health Services. My realization in the conversations reminded me of how as a family member I had clear expectations about clinical excellence, quality and responsiveness from my nurse team. It was the things they did beyond that though that drove my experience.

As we talked at Presbyterian, it became clear in the dialogue that in the fast-paced world of healthcare, specifically in the nursing realm, nurse leaders have a critical role to play. They set the stage for behavior, they reinforce actions and responses, and they coach, guide, cajole and celebrate with their teams. In the end these nurse leaders, whether aware of it or not, are indirectly driving the experience for so many in their care.

This observation and discussion was supported by the data revealed in the 2013 State of Patient Experience Benchmarking Study. In both the 2011 and 2013 research "clinical managers who visibly support patient experience efforts” was the second greatest driver of experience success after visible support from the top. Here again leadership was reinforced as critical, and more so the clinical managers, those guiding the largest part of the healthcare workforce and with the greatest contact with those served, were identified as central to patient experience performance.

What does all this mean in action. Based on what I have experienced and learned from the many nurse leaders I have had the fortune to work with, the ideas are simple in concept, but sometimes require great effort to execute. Nurse leaders must:

  • Nurture and develop their teams beyond core clinical skills to the behaviors they see as critical to the total delivery of care.
  • Model expectations at all times in their own actions and hold themselves and everyone else accountable when these expectations are broken.
  • Listen and create a space for the words of all team members to be heard. Sometimes the greatest of ideas come from the unlikeliest of sources.
  • Reinforce and create a sense of ownership in staff at all levels that they are leaders in every moment. As every experience happens in the interaction between one human being and another, every individual has the power to choose how they lead in every moment.

In a world where nurse leadership faces continued and growing pressures to perform, these, what some might call, "softer”, non-clinical aspects of leadership and action can easily be pushed aside. But it continues to be the strongest and most successful leaders I see that find the space and time to consider and act on these aspects of the total experience.

It is simple. In whatever way fits their style or the organization in which they provide care, nurse leaders matter in patient experience performance. Of that there is truly no question.

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


In recognition of the importance of nurse leadership in impacting patient experience, The Beryl Institute is excited to join one of our supporting partners, TruthPoint, to offer patient experience resources at the upcoming American Organization of Nurse Executives (AONE) Annual Meeting in Orlando, Florida.

Related Body of Knowledge courses: Healthcare Leadership and Management .

Tags:  celebration  Continuum of Care  culture  employee engagement  healthcare  improving patient experience  Leadership  Nurse  Nurse Leadership  Patient Experience  service excellence 

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The Power of Celebration: A Simple Secret in Improving The Patient Experience

Posted By Jason A. Wolf Ph.D. CPXP, Tuesday, June 5, 2012
Updated: Monday, June 4, 2012

Last week I had the privilege of attending an award ceremony designed to recognize the accomplishments of healthcare organizations for performance on patient experience measures, HCAHPS scores and service innovations. The recipients came from across the spectrum of care settings including acute care, critical access, physician practices, outpatient and home health. I have attended a number of events like this in the past and have always been moved by the enthusiasm and excitement generated by this type of recognition. Yet at this event, I was struck by something I may have been missing all along.

Whether a large national event of this type or a recognition event in a single healthcare organization, what I discovered is that there is something significant hiding just beyond our efforts at recognition. Recognition is a powerful tool in organizational settings. It has been shown to bolster engagement of staff, increase satisfaction and even boost motivation. Yet, what I suggest is often missed is taking one more step beyond acknowledgement and recognition. It is a magic opportunity we often fall short of in healthcare, the power of celebration.

I am not talking about hanging a sign on a unit to say congratulations for a performance achievement or even singing happy birthday at monthly staff forums. All these activities are important, but remain the rational part of creating cultures of engagement. One could argue these are celebrations, and while I would not disagree, they seem more often to be a thoughtful acknowledgement of accomplishment. By celebration I also don't suggest the need for costly or even lavish events, I am talking about the emotional connection we have to our success. Celebration is not a certificate or sign, it is the true expression of appreciation from the heart and shared with colleagues and peers.

So how can you use celebration? It may be the attendance of a senior leader at a unit huddle to express why the service efforts of a staff member had a positive impact on the experience of a patient or family member. It could be bringing the prom or an anniversary or birthday party to a patient’s room. It could be a red carpet welcome in the lobby for a volunteer on her 20 years of service or a thoughtful send off for a long time patient who healed and is now leaving your facility. So how do you know that you are celebrating versus recognizing? You feel it on the inside. Versus a virtual handshake, it is a virtual hug. Recognition is something you do; it is rational and thoughtful. Celebration is something you experience; it is emotional and heart-felt.

In a work environment where stress can run high and emotion sits just below (and at times above) the surface in every encounter, by moving beyond recognition (not leaving it behind) and ensuring true celebration, we intentionally provide an experience for our team, our patients, our families and our communities. The reality is they are having an experience whether we design one or not. In celebration we create lasting memories, the very essence of experience itself – that which is remembered. In doing so we unleash the potential of our people, acknowledge the humanity of our patients and allow the true purpose and passion in our work to emerge. Through celebration we enliven and enrich our organizations and we create new opportunities to positively impact the patient experience.

At The Beryl Institute we work tirelessly to ensure we celebrate the amazing work taking place in healthcare every day. I invite you to share your story. How do use celebration to enliven the patient experience in your organization? Provide your comments below.

Jason A. Wolf
Executive Director
The Beryl Institute

Related Body of Knowledge courses: Employee Engagement.

Tags:  bottom line  celebration  culture  improving patient experience  Patient Experience  recognition  service excellence 

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