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Strengthening the Field of Patient Experience: The Journey to Certified Patient Experience Professional (CPXP) Preparation

Posted By Deanna LW Frings, Friday, April 7, 2017
Updated: Sunday, April 9, 2017

Reinforcing The Beryl Institute’s commitment to framing and expanding the field of patient experience, we held the first CPXP preparation workshop last month in conjunction with Patient Experience Conference. The foundation for this preparation course began years earlier with the development of the Patient Experience (PX) Body of Knowledge, one of the most significant illustrations of our community of practice model at work.

The PX Body of Knowledge is a community-developed framework capturing the knowledge central to the role of all healthcare leaders supporting patient experience. Over 400 individuals from 10 countries contributed to its development resulting in a broadly accepted set of 15 domains and associated skills. This work reinforces the concepts central to patient experience and provides a clear foundation of knowledge that supports the development of current and future leaders.

A guiding principle of this work is that the outcomes are grounded in the voice of the field and fundamental to any leadership role in today’s healthcare environment. It represents an important step in The Beryl Institute’s commitment to support leaders and organizations in today’s healthcare environment.

Using the Body of Knowledge framework as a guide, 15 courses were developed and made available in the summer of 2015. To date, over 400 individuals have engaged in completing the courses and over 200 people have achieved a certificate in Patient Experience Leadership or Patient Advocacy.

In recognizing the need to not only provide knowledge, but also create a foundation to certify professionals in the field, Patient Experience Institute (PXI), our sister organization, developed a psychometrically developed and validated examination process to become a Certified Patient Experience Professional (CPXP).  In December 2015, PXI launched the first inaugural CPXP examination and as of December 2016, 290 individuals have earned their designation as CPXPs.

With these two major milestones, (PX Body of Knowledge offered through The Beryl Institute and CPXP, offered through PXI) we felt there was a need and opportunity to support our community and aspiring CPXPs by providing a preparation course for those seeking CPXP Certification.  Using the Body of Knowledge course content and facilitated by the BOK faculty, 36 individuals participated in the first in person course offering held in conjunction with Patient Experience Conference 2017. It was an exciting moment seeing individuals with a variety of healthcare experiences from across the continuum of care participate in this interactive workshop. There were even a few individuals in the course currently not working in healthcare, but hoping to one day contribute to the patient experience movement in a future healthcare role. One participant shared, “I have a much clearer direction on how to prepare and a greater sense of confidence, having participated in this prep course.”

Achieving this milestone is an exciting and incredible reminder of how far patient experience has come. At the Institute, we understand and are committed to evolve our learning framework recognizing we have seasoned veterans in roles such as Chief Patient Experience Officers to those just entering the field and a range of individuals in between. If we believe all who work in healthcare are the patient experience then we understand we must continue to look for ways to support both individuals and organizations in their journey to provide excellence in experience.

Tags:  certificate program  certification  cpxp  framework  learning  networking  professional development  workshop 

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How Will You Invest in Patient Experience in 2016?

Posted By Stacy Palmer, Tuesday, December 1, 2015
Updated: Tuesday, December 1, 2015

We recently celebrated our first five years as a community of practice and looked back, somewhat in awe, at the incredible growth of this organization over such a short time. The Beryl Institute is now a global community of almost 40,000 individuals passionate about improving the healthcare experience for patients, families and caregivers.

The momentum continues, as does the realization that organizations are making significant investments in time, energy and dollars to ensure they are prepared to deliver the best possible patient experience. We see these investments in many forms from hiring teams to training leaders and staff to building and supporting cultures of excellence.

As we shared in the 2015 State of Patient Experience Benchmarking study, senior patient experience leadership and staff investment is growing with 42% of respondents having a Chief Experience Officer (or comparable position) compared to only 22% two years ago.  Along with that, the size of patient experience teams is growing; 33% of organizations reported having five or more staff members supporting patient experience efforts. 

The Beryl Institute community reflects this trend as well. This year over 200 organizations will invest in institutional membership – meaning they provide unlimited access to the Institute’s white papers, webinars, topic calls, learning bites, etc. to everyone within their facility. They are making a statement that people in ALL roles impact the patient experience and should have access to research and collaboration that will assist their efforts.

We have also seen tremendous interest in learning and professional development programs intended to train patient experience leaders and other staff. We recently increased our virtual classroom offerings in the Patient Experience Body of Knowledge courses to support growing participation in the community-developed program that provides Certificates in Patient Experience Leadership and Patient Advocacy.

Patient Experience Conference had its largest attendance to date this year and we were honored to partner with member organizations to host sold out Regional Roundtable events in San Francisco, Charlotte and Minneapolis. Our community is eager to gain (and share) knowledge and to invest in their personal career growth. In fact, today our sister organization, Patient Experience Institute, will offer the first testing opportunity for those hoping to earn their CPXP, the professional certification for Patient Experience Leaders.

While we’re excited to celebrate the five-year milestone, we acknowledge how much work is still to be done. We imagine (and hope to help inspire) a world where all healthcare organizations appreciate the power and impact of patient experience efforts and make without hesitation the investments necessary to be the best they can be for patients and families.

Earlier this year we released Our Stand, a list of guiding principles we’ve identified in our five years of leading this work that can have significant impact on patient experience success. I share them again as a reminder as you evaluate your own efforts and consider what investment opportunities make sense to support your specific needs.

We believe organizations and systems committed to providing the best in experience WILL:

  • Identify and support accountable leadership with committed time and focused intent to shape and guide experience strategy
  • Establish and reinforce a strong, vibrant and positive organizational culture and all it comprises
  • Develop a formal definition for what experience is to their organization
  • Implement a defined process for continuous patient and family input and engagement
  • Engage all voices in driving comprehensive, systemic and lasting solutions
  • Look beyond clinical experience of care to all interactions and touch points
  • Focus on alignment across all segments of the continuum and the spaces in between
  • Encompass both a focus on healing and a commitment to well-being

As you prepare for the coming year I challenge you to reflect on your organization’s commitment to experience improvement. Where are you exceling and where are your opportunities to do even more for your patients, families, caregivers and staff? Our patient experience community is here to support your journey and I encourage you to take full advantage of the incredible resources and knowledge available. 

Wishing you a wonderful holiday season and a successful New Year!

 

Stacy Palmer
Vice President, Strategy and Member Experience
The Beryl Institute

Tags:  body of knowledge  certification  collaboration  community of practice  Continuum of Care  culture  employee engagement  Field of Patient Experience  global healthcare  healthcare  improving patient experience  Interaction  Interactions  Leadership  Nurse Leadership  patient  patient engagement  Patient Experience  Patient Experience Conference  Regional Roundtable  service excellence 

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Creating a Body of Knowledge for Patient Experience Leaders

Posted By Jason A. Wolf Ph.D. CPXP, Tuesday, March 6, 2012
Updated: Tuesday, March 6, 2012
In The Beryl Institute paper, "The Four Cornerstones of Patient Experience”, we discovered that when organizations choose to have a leader with committed time to guide patient experience efforts, those organizations outperform their peers in both HCAHPS performance as well as patient satisfaction results. Finding that intentional focus on an issue leads to better results is not surprising, but it is important to note that a focused individual made the difference.

This led us to ask, if we can show that having an identified patient experience leader is a critical component of success, and specifically in driving measures that have service, quality and financial implications for healthcare organizations, can we define what it is that this individual does?

We started with a small steering team of healthcare professionals from hospitals and organizations across the United States on a mind-mapping exercise to identify key areas of knowledge critical to patient experience leaders. This exercise led to the development of domains that started to frame a core body of knowledge. Job descriptions were explored from roles around the world, competency models were examined from related fields and organizations, and then broader input was sought engaging patient experience and healthcare leaders from the US, the UK, Australia and Canada. The feedback led to hundreds of pages of thoughts on the critical nature and true complexity of patient experience and of the knowledge needed to effectively address it.

The discovery was powerful; a body of knowledge for patient experience leaders that began to shape an identifiable field of practice. It also brought greater clarity to the findings in the "Four Cornerstones” paper. While a focused individual was critical, this alone would not drive patient experience success. Rather an individual needs the skill set and "know-how” to truly impact this central component of the healthcare world.

That leads us to today, where the input and work of over one hundred volunteer leaders and contributors provides an initial framework to explore and a new possibility for shaping the field of patient experience. On Monday, March 5 we unveiled the Patient Experience Body of Knowledge and the 14 domains of knowledge key to an effective patient experience leader. With all the work that has led to this point, it is now that a much broader conversation gets underway.

We invite individuals from all corners of the healthcare system, including patient experience practitioners, healthcare leaders and staff, physicians, patients, families and community members to contribute their voices to the process. For the next 6 weeks, through Monday, April 16, we will be gathering your input to further polish this work. We will share the results of this effort to start Patient Experience Conference 2012. At The Beryl Institute, we believe the patient experience is about every player in the healthcare process and should encompass the voices of all those it impacts.

In healthcare, experience is truly central to all we do. The opportunity to provide a framework for the important work taking place every day in healthcare organizations is a critical global dialogue. I invite and encourage you to join the conversation.

Jason A. Wolf, Ph.D.
Executive Director
The Beryl Institute

Tags:  body of knowledge  certification  community of practice  culture  defining patient experience  improving patient experience  leadership  open comment period  Patient Experience  service excellence  thought leadership 

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