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Increasing the Value of The Beryl Institute Membership

Posted By Denise R. Weathers, Thursday, March 8, 2018
Updated: Thursday, March 8, 2018

For years, The Beryl Institute has offered the community a growing library of resources to support you in leading a positive patient experience effort for your organization. Over the past year, the Institute has experienced some major accomplishments highlighted in our 2017 Year In Review. As we continue the commitment to improving the human experience by offering value-added resources and services, the need for our members become ever so important. The question has become – how can The Beryl Institute best serve its members and the patient experience community?

Through our Annual Member Experience Survey distributed in December 2017, you helped us address this question by providing your much-deserved feedback. To highlight a few observations, we asked what you thought of the services that are being offered by the Institute. Similar to previous survey results, the top six most-valued and accessed member benefits are Publications, such as White Papers and Research Reports, Webinars, E- Newsletters (PX Monthly and PX Newslink), Learning Bites, PX Connect, the latest member benefit and the PX Conference.

Although the above-mentioned resources were rated as the most-valued resources, the one word that was consistent throughout the survey feedback and placed an even wider smile on our faces was “Community.” Relationships are considered by many to be the most important and satisfying aspect of life, and your partnership with The Beryl Institute provides you with a diverse global community of physicians, nurses, patient experience leaders, patient and family advisors, consultants, etc., in various healthcare settings, coming together to support one common goal…to improve the patient and human experience in healthcare. Community matters in patient experience and we must ensure it does for the power of the collection of voices in our movement and in the work, it calls us to do every day.

Community speaks to the heart of who we are and to the resources and opportunities we develop for you to engage in for learning, the collection and dissemination of ideas and the connection among peers such as your ability to connect in the recent addition of the online member community, PX Connect, and by attending the 2018 PX Conference, coming up next month April 16-18 at the Hyatt Regency Chicago.

The Power of community has also been elevated with the recent emergence of the PX Policy Forum and the newly formed Nurse Executive Council. To further increase the value of your membership, the Institute has or is taking steps to improve your member experience by providing:

 

Enhanced offerings for professional development and learning exploring how the Institute can elevate the partner organizations and speakers who present at its professional development learning areas such as webinars, PX Conference, Regional Roundtables and PX Grand Rounds; engaging and leveraging discussions in the online patient experience member community, PX Connect, to develop untapped content and resources; and, organizing content collaboration targets for specific areas we recognize may have some gaps such as Ambulatory Care, Physician Office Setting and Long-Term Care, to name a few.

 

 Increased member benefit awareness with enhanced communications highlighting targeted member benefits such as: Career Center, expanded volunteer opportunities and PX Connect, and include Patient Experience Continuing Education (PXE) credit offerings through most of the professional development and learning programs, pending approval.

 

Innovation, research and global presence by adding an Experience Innovation position to expand the Institute’s global landscape of groundbreaking advancements in the PX evolution.


It is our commitment to be that organization…that patient experience community that identifies and address your needs more effectively and one that provides an optimal suite of patient experience resources, products and services at the most affordable investment and value.

The Beryl Institute staff are here to serve you. We hope the continued focus on improving the resources, products and services display our commitment and our drive to showcase and support you and your organization on your patient experience journey.

Do you have ideas on how we could continue to increase the value of The Beryl Institute membership? Email me at denise.weathers@theberylinstitute.org with your ideas and suggestions.

 

Denise R. Weathers
Vice President, Membership
The Beryl Institute

Tags:  commitment  Community  community of practice  member benefit  member survey  member value  px connect 

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Announcing PX Connect: A New Member-Powered Virtual Patient Experience Community is Coming

Posted By Denise R. Weathers, Wednesday, September 20, 2017

The idea of community aligns strongly with the definition of patient experience that asserts patient experience across the entire continuum of care. This means to provide a true experience, you must think well beyond the physical nature of your facilities or practices to recognize the experience resides in the network of people that surround and are connected to your organization, both near and far. This is at its heart, the essence of experience. The experience you provide is a community story and one you must be willing to acknowledge, address and oftentimes, share.

The essence of patient experience thrives in much bigger ideas of community, which is why we have worked effortlessly in creating a true community of practice in The Beryl Institute itself. We recognize, through observation of the listserv discussions and feedback from member surveys, our members are seeking the option to engage with peers in a more personalized manner according to specific special interests, as well as an enhanced organized, streamlined way to discover, share and connect. As the Institute continues to grow and evolve, so does the communication and engagement needs of its patient experience member community. 

We listened and PX Connect, the Institute’s newest enhanced virtual patient experience community benefit, is coming soon, replacing the current PX Listservs.  Exclusively for members, this powerful virtual community will enhance the ways you engage, share and learn with the Institute’s patient experience community around the world. It has been designed with a simple focus: to share special-interest knowledge and resources through connection with your peers and other healthcare organizations focused on patient experience efforts to foster the creation of strong national and global networks.

The PX Connect community, will allow members to:

  • Easily search for content, viewing calendars of events and deadlines.
  • Share challenges and best practices in real-time.
  • Get direct access to current information and timely news. Search and contribute to the powerful Library of patient experience resource models and samples designed to generate ideas and save your peers and you time from reinventing the wheel.
  • Stay connected with participating Patient Experience Conference attendees and Learning and Professional Development course classmates.
  • Engage with committee members real-time.
  • View community content on any screen size or mobile device.
  • Receive special recognition for contributions to the PX Connect Community.
  • Create an instant infrastructure for patient experience communication across systems enabling their staff, key stakeholders, patients and family members to virtually engage, network and share knowledge through a private online community platform (Exclusive to Organizational Members).
  • And more!

The PX Connect community will support your patient experience resource solution needs—and to celebrate and share in your patient experience victories. The community will also provide you with a virtual high-five and a shared laugh.

Thank you for your continued support of the Institute. Membership with the Institute shows that your organization is committed to creating market distinction by supporting a culture where staff at all levels have access to patient experience resources, show their understanding that patient experience is an integration of quality, safety and service and display a commitment to provide the best in outcomes for those in our care.

If you have any questions about your membership, or wish to have your organization join our patient experience community, please feel free to contact me at denise.weathers@theberylinstitute.org.

 

Denise R. Weathers
Vice President, Membership
The Beryl Institute

Tags:  community  connection  member benefit  member value  membership  networking  px connect 

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At the Heart of Patient Experience is Caring for Those Who Care: A Call to Action for Those in Need

Posted By Jason A. Wolf, PhD, CPXP, Thursday, September 7, 2017

For the last two weeks, I have had the opportunity to visit two amazing healthcare institutions in São Paulo, Brazil – Hospital Sírio Libanêse and Hospital Israelita Albert Einstein – and meet healthcare leaders from across Latin America committed to improving patient experience. While there I had the unique experience of watching the approach of and resulting impact of Hurricane Harvey on Texas and Louisiana from outside the United States. As was evident in every report, the challenge this storm posed for the communities it impacted, their infrastructure and their healthcare organizations placed a significant strain on the system and created great need.

As we have seen in patient experience efforts around the globe, a central priority has emerged, one focused on taking care of not just those we serve in healthcare, but the people serving as well. This idea of caring for our team and staff in healthcare, of ensuring the engagement and care of our employees, was in fact the fastest growing point of focus in supporting patient experience success in The State of Patient Experience 2017. It is clear that taking care of those who give of themselves in healthcare is something we cannot and should not take lightly. This is no more relevant than at this moment in cities such as Houston, TX in the aftermath of Harvey (and now for those in the path of Hurricane Irma).

For all that healthcare organizations have done to support the needs of their communities impacted by Harvey, they too have been literally underwater. With many instances of organizations with disrupted and/or discontinued services, these organizations have stretched their capacity to care for the communities they serve. Yet, what we must realize is that those providing care are not only caregivers, they are the affected themselves. They too may be displaced by flooding or damage, their families impacted and their lives disrupted, yet they have remained steadfast in their efforts to care for those in need.

It is in times like this where the need to care for those who provide care is impossible to miss. It also reinforces that we cannot and should not overlook this need any day in which we are looking to provide the best in care for our communities, for the best in care starts with taking care of our own people. And this critical time calls on not just the organizations impacted to step up, but truly all of us with the means and/or desire to help to do the same.

Our colleagues at ACHE last week called for the support of an effort at the Texas Hospital Association, which has established the THA Hospital Employee Assistance Fund to help hospital employees who experienced significant property loss or damage due to Hurricane Harvey. There are also still significant needs for all those impacted by this event that can be supported via the American Red Cross and numerous other charitable opportunities.

These needs and the opportunities to help are now being elevated by the latest storm, Irma. With her eye already impacting many and set at one of the busiest hubs of healthcare activity in the United States, the need to care for one another and our call to take care of others is only further reinforced. This is not a time to sit idly by, but rather recognize that whether in the path of a literal storm or in the dynamic and chaotic environment that healthcare globally presents, we must never overlook the opportunity to care for those who care.

In the industry of caring for others that healthcare represents and the profession of patient experience that is emerging at its core, we must not forget that our primary means of delivering on our purpose, promise and commitments is through the very people who give of themselves every day to care for others. It is in times like this that we all must step up to care for and support them.

I invite you to join us in this effort, to support the affected members of our community and all those in need. For in healthcare, where we are human beings caring for human beings, and with an unwavering commitment to the human experience in healthcare (and beyond), we are called to act and help those in our communities who need us. There may be no greater purpose in our work, and no greater effort in ensuring we maintain the best in experience for all we care for and serve. Thank you for joining us in this effort as our deepest thoughts and warmest wishes go to all impacted by Harvey and those preparing for the arrival of Irma.

The following links will allow you to learn more about and contribute to the following causes and I invite you to share other means of support for these efforts via the comments section below:

THA Hospital Employee Assistance Fund

 American Red Cross

 

Jason A. Wolf, PhD, CPXP 
President 
The Beryl Institute

Tags:  community  compassion  compassionate care  employee engagement  houston  hurricane harvey  hurricane relief 

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The Spirit of the PX Movement – Sharing, Learning and Improving Together

Posted By Stacy Palmer, Monday, December 12, 2016
Updated: Monday, December 12, 2016

After six years as a membership community focused on improving patient experience, we continue to be amazed and inspired by the generosity of our members and guests committed to this movement. The spirit of this work is illustrated perfectly by the willingness to share, learn and grow together.

Just last week we released a great example of this in action through the white paper, Guiding Principles for Patient Experience Excellence. We’re careful to always acknowledge there is no one recipe for improving patient experience, but we have identified eight themes consistent in organizations who have found success in this work. The paper shares those principles, reflects on why each is a critical consideration and, perhaps most importantly, highlights specific examples from 15 organizations who excel in one or more of these areas.

As in all the work shared through the Institute, the examples represent only a sample of the many approaches that could be tied to each principle. They are offered to spark thinking in ways others can move from concept to action. It’s the willingness of these organizations to share their successes that fuels that thinking for others.

The gifting of knowledge and experiences has helped to build the field of patient experience and establishes both credibility and accountability for our efforts. This year our sister organization, Patient Experience Institute, recognized the first three classes of Certified Patient Experience Professionals (CPXPs), an incredible statement and stride for the movement. We continue to see this work validated and see our community eager to spread the word on the importance of addressing experience excellence and sharing successes and challenges encountered along the way.

We wholeheartedly offer thanks to every individual and organization who contributed to this work over the past year. Thank you for every case study shared, On the Road visit or regional roundtable hosted, webinar or conference session presented, ListServ email sent, topic call or connection call attended and learning bite delivered. It’s through these and other collective efforts that we can truly shape this movement and positively impact the experiences of patients, families and caregivers.

Interested in learning more about how you can personally contribute to the community in 2017? Visit http://www.theberylinstitute.org/?page=CONNECTIONIDEAS.

 

Stacy Palmer, CPXP
Senior Vice President
The Beryl Institute

Tags:  accountability  collaboration  community  community of practice  engagement  Field of Patient Experience  healthcare  improving patient experience  networking  patient experience  thought leadership 

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Supporting the Expanding Field of Patient Experience

Posted By Stacy Palmer, Thursday, June 9, 2016
Updated: Thursday, June 9, 2016

This week we opened the call for submissions for Patient Experience Conference 2017. It will mark the seventh official year for this event, the annual gathering bringing together the collective voices of healthcare professionals and patients/families across the globe to convene, engage in and expand the dialogue on improving patient experience. 

Each year we’ve seen significant increases is conference participation, with almost 1,000 people gathering in Dallas this past April to share, learn and network with one another. Similarly The Beryl Institute community itself continues to grow, now made up of over 45,000 members and guests from 55 countries. We believe this growth signifies the expansion of the patient experience movement. Leaders are realizing a focus on experience is a necessity for survival in the ever-changing healthcare environment.

We’ve watched the field develop with some organizations now appointing Chief Experience Officers to guide efforts and strategy. Patient Experience Institute, a sister organization of The Beryl Institute, has established a formal designation for Certified Patient Experience Professionals – and over 140 organizations now have one or more CPXPs on staff. Hundreds of individuals are expanding their professional development through the PX Body of Knowledge certificate programs. And Patient Experience Week was established to celebrate those who positively impact experience every day. 

Without a doubt, the field of patient experience is expanding.

This expansion continues to change the dynamics of The Beryl Institute Community. When we began as a membership organization in late 2010, most of our members were just getting started on their patient experience journeys. They were incredibly willing to share the successes and struggles along the way – which led to the abundance of community-developed content that exists and continues to grow today.

While we’ll always offer resources, support and encouragement to those beginning their efforts, we must continue to elevate the conversation to also support those further along on their journeys. Many of you are now looking to the community for information on how you can take things to the next level. How do you sustain your programs? What can you do to develop deeper engagement opportunities with patients and family members? How can you bring down silos that exist within your organization? How do you integrate social media into experience efforts?

The expansion of the field and our commitment to provide the breadth and levels of content needed to support the community led us to a significant change in the conference call for submissions process for 2017. As you complete the submission form for a standard breakout, mini session or poster – and we invite you to consider doing so – you’ll be asked to identify the development stage for your content, specifically your submission is ideal for individuals with:

  • Minimal knowledge and experience. Looking for some basic information, key principles and "how to’s” on the subject.
  • Working knowledge and some proven experience. Looking for breath or depth in the subject, how to sustain and engage others and/or dealing with resistance to change on the subject. 
  • Authoritative knowledge and proven success. Looking for advanced knowledge and examples to evolve their understanding and practice on the subject. 

This is the scale our Learning and Professional Development team considers regularly as they develop content for our webinars, topic calls and other resources, and we're excited to now apply this process to Patient Experience Conference. This information will guide our volunteer reviewers and conference planning committee to develop a well-balanced program that meets the needs of participants at all levels. We’ll identify sessions as beginning, intermediate or advanced so you can make the most-informed choices on what sessions you will attend to customize your learning experience. 

It’s important to acknowledge, however, that levels of learning can be both subjective and cyclical. Organizations who once excelled at certain facets of patient experience may find themselves slipping in that area over time and in need of a basic refresher. And organizations just beginning a patient experience journey might have certain areas in which they already perform well ahead of the curve. There will always be a need to support all levels of development and we are committed to sharing that breadth of resources.  We thank you in advance for your contributions to the community. Sharing your story and knowledge truly represents the core idea that we are ALL the Patient Experience!


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

Tags:  collaboration  commitment  community  community of practice  engagement  Field of Patient Experience  global healthcare  healthcare  improving patient experience  patient  patient engagement  Patient Experience  Patient Experience Conference  service excellence 

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Reflecting on the Field of Patient Experience

Posted By Deanna Frings, Tuesday, April 5, 2016
Updated: Tuesday, April 5, 2016

I was recently invited to participate in a panel discussion on the topic of talent and the patient experience at an event for healthcare human resource professionals.  The event says so much about how far we have come in our understanding of what it takes to support patient experience excellence and this emerging field.  Preparing for this event gave me the opportunity to step back and reflect on the field of patient experience. 

Prior to joining the team at The Beryl Institute, I was a member of this global community of practice and attended the PX Conference in 2012.  It was here that I first heard about the Patient Experience Body of Knowledge, a framework of 15 broadly accepted domains reflecting the knowledge and skills of a patient experience professional.  

As I sat listening to the details of the framework and how it came to be, I was thrilled not only because over 400 individuals from 10 countries contributed to its development but it was the first time I began thinking about what I did as a growing profession, a field of practice and an emerging field.  I had something concrete to take back to my own organization that so clearly framed this field of patient experience and defined its core ideas.  

You see, my entry into patient experience started like many across the country.  I was asked to be part of a committee within my health system charged with implementing tactics that would improve our patient satisfaction scores.  Over the next several years, that committee membership evolved to a dedicated role as the Director of Patient and Family Relations leading the organization’s efforts on building a culture of experience excellence.  Our journey was very similar to others as evidenced in the findings of The State of the Patient Experience 2015 Study showing a growing acknowledgement from senior executives on the importance of investing resources dedicated to patient experience leaders. 

Fast forwarding to late spring 2014, I had been in my role with The Beryl Institute as the Director of Learning & Professional Development for one year and we had launched the first five PX Body of Knowledge courses.  In 2015, we achieved a major milestone when all 15 courses became available, one for each domain.   It was the first time a comprehensive program was available supporting professional development of healthcare leaders in the field of patient experience. 

We have since awarded a total of over 60 Certificates in Patient Experience Leadership and Patient Advocacy and there are over 250 currently completing the PX Body of Knowledge courses.  Not only do these numbers show the high level of interest patient experience professionals have in developing their knowledge and skills but they show again the acknowledgement by senior executives of the critical role of leadership in achieving patient experience excellence.

As I come to a close with my reflections, I would be remiss if I did not mention the incredible work at our sister organization, Patient Experience Institute.  Following a rigorous and standardized process and involving hundreds of members of the global patient experience community, the first inaugural Certified Patient Experience Professional (CPXP) exam was launched this past December. Achievement of CPXP certification highlights a commitment to the profession and to maintaining current skills and knowledge in supporting and expanding the field of patient experience and demonstrates clear qualifications to senior leaders, colleagues, and the industry. 

It’s always nice to reflect back as a means to identify the progress made. We know patient experience matters, it continues to be a top priority and there is a growing acknowledgement of the critical need and value for dedicated patient experience leaders.  And to that end, we must all take action in shaping the future field of patient experience.

  1. There is a recognized need for individuals with the knowledge and skills to lead patient experience efforts.  Use the PX Body of Knowledge framework to assess your professional development needs and build a plan to advance your knowledge and skills.
  2. Everyone plays an important role in the patient experience.  Share the framework with your Human Resource partners and work with them integrating the patient experience leadership competencies as part of an overall talent management strategy.
  3. Senior Leaders recognize that leadership is a strategic asset.  Be a role model and distinguish yourself as a leader in today’s healthcare marketplace.  Work within your organization's advocating and in supporting all healthcare leaders have the skills and knowledge critical to ensure the best experiences for your patients, their families and your employees positioning your organization to drive the best in outcomes for all you serve.  

As the journey continues, I’m excited about the future.  I encourage each of you to be part of the ongoing conversation sharing your ideas on how to support, educate and influence the many leaders across all functions within your organization.  I know I'm looking forward to the conversation next week with healthcare human resource professionals as they explore their role in ensuring an excellent experience for all.

Deanna Frings
Director, Learning and Professional Development
The Beryl Institute

 

Tags:  community  community of practice  employee engagement  engagement  healthcare  improving patient experience  Leadership  Patient Experience  service excellence 

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When the Patient Experience becomes more Personal

Posted By Stacy Palmer, Wednesday, March 2, 2016

We have an incredibly passionate community at The Beryl Institute. I know for many that passion has been fueled by personal experiences that drove them to be part of this work. Others have been inspired to join the patient experience movement to spread what they believe is the right thing to do for those we serve. And sometimes while doing this work they have encountered their own life experiences, whether small bumps in the road or larger life-changing events, that reinforced the importance of patient experience and provided new perspective to guide their efforts.

Last year I experienced this firsthand when my daughter, Maya, dislocated and fractured her elbow while cheerleading. She had an emergency reduction surgery the night of the accident to put her elbow back in place and a second surgery a few days later to insert a screw to correct the fracture. All went well, but they decided to keep her overnight to help control her pain and that one night provided an incredible opportunity for reflection and perspective for me as a person who has built a career in patient experience. 

While I work everyday to share stories and practices of how our community works to improve the healthcare experience, I’ve been fortunate to have very few patient or family experiences myself. It’s amazing how your perspective intensifies when you’re sitting inside a hospital room observing the care of a loved one.

A few ideas were reinforced for me that night and, as simple as they are, I believe they are important considerations as we address overall experience.

  • Patients (and those who love and care for them) are incredibly vulnerable in a healthcare setting. Maya and I are pretty confident in our regular routines, but we were a bit clueless at the hospital – even with simple things such as ordering meals and turning on the TV. More significantly, we were at the hands of the staff to know what medicines she should have, if her body was reacting as it should to the surgery and how to best control the pain. We had to trust the healthcare team. As a children’s hospital, I must acknowledge they had several things in place that helped Maya feel more comfortable. Volunteers brought her a stuffed lamb and they let her select from a fun collection of super soft blankets to use while there that she could also take home. The hospital even had a Build-a-Bear Workshop on site, which I believe was the key motivator in getting her walking around post-surgery. Any steps, however large or small, an organization can to take to comfort and ease the feeling of vulnerability can have a significant impact.  
  • Healthcare workers are human. I think people often place doctors and nurses on pedestals in their minds assuming they should have perfect accuracy, bedside manners and responsiveness. While Maya had some great people caring for her, I was quickly reminded they were human. They had varied levels of experience, focus and relationship skills. As humans they also had their own lives that did have an impact on how they cared for my daughter – maybe stresses at home, conflict with co-workers or even their own health challenges. Regardless of how dedicated and professional, humans make mistakes. I came to appreciate all the checks and balances they implemented to help prevent that. At first I was a little disturbed by the redundant questions like “What is your name? Birthday? Any allergies?” But as I reminded myself the staff were each caring for multiple patients, I learned to appreciate their diligence to make sure everything matched up. I encourage healthcare workers to explain the needs for these steps to patients as this goes a long way in giving them confidence in their healthcare team.
  • Patients need advocates. The vulnerability and realization that the staff treating Maya were human reinforced a point that sometimes gets overlooked in healthcare – the important role of the caregiver. A few years ago a co-worker’s husband was in the hospital and she refused to leave his side. As much as she respected the healthcare team caring for him, she realized no one had his best interest at heart as much as she did. She was there to be sure they gave him the right medicines, at the right times and in the right amounts. She kept a journal of his condition and symptoms to share with the doctor, and she was there to be sure he ate, had food choices he liked and any assistance he needed. After being in the hospital with Maya for just one night, I understood her point completely, and not just because Maya was 11. The caregiver can play a vital role in helping ensure quality, safety and experience are what they should be in all care settings.

Maya was lucky that her hospital stay was short and she was quickly on the road to recovery. Being with her that night enriched my perspective and purpose, both as a mom caring for a child and as a professional committed to help make the healthcare experience the best it can be for everyone.

We are currently working on a white paper at the Institute that will share the stories of many patient experience leaders who, in the face of a personal health experience – however large or small, shifted their perspective from PX leader to patient or patient’s family member. If you are willing to share your story, we encourage you to participate in this project. 

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

Tags:  choice  community  engagement  Field of Patient Experience  improving patient experience  patient  patient and family  patient engagement  Patient Experience  perception  service excellence  voice 

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Reframing the Core Values for Patient Experience

Posted By Jason A. Wolf, Ph.D., Tuesday, November 10, 2015

When we began the patient experience journey at The Beryl Institute just five years ago, we were surprised to find that in a healthcare landscape peppered with talk of patient centeredness and an expanding dialogue on patient engagement and grounded in the fundamental principles of quality and patient safety, there was not an overarching discussion on the broader experience of patients and families – beyond that is what was dubbed the patient experience of care. I believe we have from and through that time to today come to recognize that when we talk about experience – the healthcare experience – it encompasses all those ideas. We can also acknowledge that in its simplest of forms, patients, family members and loved ones and individuals serving as care providers or in support services all have an experience in healthcare every day – whether it is strategically planned or just left to fate.

For this reason, in our first steps at the Institute, we gathered a team of individuals to wrap our arms around what we meant in discussing the patient experience. From the contributions of many voices, we found a broad and encompassing idea. That patient experience is the sum of all interactions shaped by an organizations’ culture that influences patient perceptions across the continuum of care. The simplicity of these words was meant, and still does mean, to reflect much more. Experience is about interactions across the continuum, in the spaces in between, grounded in who we are as organizations in our actions and engagement with both those who encounter and work within them. Ultimately, it is about the partnership we establish with patients and the perceptions they take away. These are the lasting ripples of personal and quality care that represents the dimensionality of any human journey across the healthcare continuum today.

This need for definition was reinforced by the rapid focus on these core ideas in the experience conversation and was supported by an integrated and broad conversation on what the patient experience, and the healthcare experience, truly means today. In continuing to watch these ideas in action, I also saw a pattern emerging in those organizations with a commitment and focus on positive outcomes. Interestingly enough, these same ideas were evolving as fundamental to who we were at The Beryl Institute ourselves, as a collective community of front line caregivers and healthcare executives, resources providers and consultants, physicians, patients and families alike. What we saw emerging was a core set of values fundamental to community and experience success overall.

In this, we came to offer the following ideas as core values for our work at The Beryl Institute. I, too, believe in traveling the experience journey over the last five years and seeing all the good being done in providing the best in experience that these values, whether made explicit or not, are central to experience excellence overall. They include:

  • Accessibility: A commitment to open access, a spirit of generosity and the active invitation to engage and contribute that continuously expands reach and sustains growth
  • Agility: The ability to rapidly reconfigure and realign resources to lead new directions and respond as needed within the industry
  • Innovation: A vigilance in continuously searching for new ways of thinking, doing and disseminating ideas
  • Inclusivity: The purposeful consideration of expansive ideas and the engagement of all voices to ensure the broadest perspective and awareness
  • Collaboration: A recognition that overall success is driven by a willingness to partner with others in the sharing of ideas, information and action that ensures better outcomes for all involved

In a healthcare marketplace now expanding its efforts to get at not just the science of healthcare, but the humanity on which it is built, reframing and aligning around a set of core values becomes a fundamental opportunity. As we see efforts now to broaden the conversation, just years ago grounded in clinical checklists alone to now purposefully engaging in not just how patients and families are cared for, but also the fulfillment and well-being of those providing care, we are experiencing a fundamental shift.

I do not believe we ever forgot that this was a caring industry; rather, our caring came in appropriate models. In reframing our efforts around shared values – on a sense of openness and a mindset of abundance; on the capacity of agility, not just a willingness to change; on the acknowledgement that the status quo leaves us slipping behind in the face of a world of innovation; that all voices matter and must be sought with intention; and that in a world of value, competition is now driven in how we execute and in the sharing, not in the secreting of ideas – we are setting a foundation for perhaps one of the most revolutionary periods in healthcare. A focus on experience, on what it represents and the values on which it is built is not a soft idea. Rather it is the bedrock on which the best in outcomes will be built for years to come. It is quality, safety and service, it is cost and the health of our populations globally, it is about the well-being of those delivering care and it is represented in an integrated perspective of bringing ideas together. That is the opportunity we have been presented with today. Our choice now is a simple one: take the first step and act.

 

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

Tags:  collaboration  community  foundation  Patient Experience 

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Community Matters in Patient Experience

Posted By Jason A. Wolf, Ph.D., Tuesday, October 13, 2015

Earlier this year at Patient Experience Conference we introduced our latest video, What really matters in Patient Experience?, which called us, through the voices of patients and family members, to consider "all voices matter”, "every interaction matters” and "you matter” in patient experience performance. The subtle message in this video was that for as much as there is clear and recognized individuality in each patient experience story, the needs identified and the outcomes achieved, there are also strong and important commonalities of which we should be aware and on which we must be ready to act.

This same consideration of the value of individuality, yet the power of commonality has arisen with the recent emergence of special interest communities in The Beryl Institute. These groups of individuals focus on key areas of healthcare including patient advocacy, physicians, pediatrics and now patient and family advisors, represent an interesting and critical dichotomy and a balancing we see is needed as we address patient experience. In fact we are encouraged by the interest from all corners of the community to look at other opportunities of focus, such as behavioral health, emergency departments, post acute care, home health and others.

It is clear then that there is a definitive need, one asked for by members of The Beryl Institute, in focusing conversations around shared and special interests. This provides an important opportunity for learning, the collection and dissemination of ideas and the connection among peers. Yet we must also be aware that in doing this, we run the risk of missing opportunities for broader learning and collective focus. While we believe and fully support these independent conversations for all they represent, we too reinforce that there is power in the greater community in which these groups exist. More importantly we cannot lose sight of the opportunity for these communities to learn and share with one another, cross fertilize ideas and grow stronger together as a result.

This idea of creating distinction, or as often seen in healthcare, the delineation of our work in silos, provides us an opportunity to seize, especially as it related to the idea of patient experience. While we might distinguish our efforts and even establish infrastructure and resources in areas such as quality, safety, and service, we too must recognize that these investments collectively are part of our overall experience effort. The question we then should ask, is how are we framing our broader investment in experience excellence overall.

Our recent State of Patient Experience Benchmarking Study revealed that people identified clinical outcomes as the top result of effective experience efforts. This trumped consumer loyalty, customer service and others. Outcomes are what we strive for in healthcare – be they healing and recovery or managing the remaining days of life or be they financial imperatives to create a healthy, vibrant and sustained system of healthcare services. This is the very opportunity we then have in creating alignment among our efforts; weaving together quality, safety, and service, a focus on cost and outcomes, honoring the individuality of all we care for and serve while finding strength in our common actions and purpose; identifying special areas of interest and learning, while striving for collective understanding.

These ideas all come down to one core idea – community matters. In the bringing together of ideas or functions, we do two things – honor and address individual needs, while strengthening our collective stand. This captures the unspoken essence of patient experience itself. As we learned from the voices of the patient and family members so gracious in sharing their stories, while each unique, they too have common desires – to have voice, to be heard, to be treated with dignity and respect, to feel compassion and to receive clinical expertise, to be understood and cared for.

As no two people and in the same light, no two healthcare organizations can or should be alike. We must respect that distinction, while honoring all that brings us together. In balancing this intention in every encounter and every moment we create the opportunity for the best interactions and the most positive of experience. Community matters in patient experience and we must ensure it does for the power of the collection of voices in our movement and in the work it calls us to do every day. We must remain vigilant in ensuring the critical balance of individuality and community. In doing so, we reinforce our call to action - we are all the patient experience.

 

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

Tags:  collaboration  community  patient experience  voice 

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A Research Agenda for Patient Experience Excellence

Posted By Jason A. Wolf, Ph.D., Tuesday, September 1, 2015
Updated: Tuesday, September 1, 2015

As we continue our work at The Beryl Institute in moving the patient experience conversation from one at the fringes of healthcare just a few years ago to a central discussion point in healthcare globally today, we remain committed to developing a true field of practice for this work. This idea, of building a field and framing a profession, requires some fundamental cornerstones be put in place. This includes a professional community from which ideas are percolated and connections are made, a foundational and widely supported body of knowledge that drives professional alignment, a process for identifying and certifying those formal professionals in the field and a solid grounding in research from both an academic and practitioner perspective.

The community is represented by the over 35,000 of you around the world actively involved in accessing and engaging with resources of The Beryl Institute. The Body of Knowledge continues to find great value and expanding reach now through not only a conceptual framework, but also 15 full courses and the ability to achieve certificates of completion for coursework in Patient Experience Leadership and Patient Advocacy. Formal certification is now available through The Beryl Institute’s sister organization – Patient Experience Institute (PXI) – with the inaugural offering of the Certified Patient Experience Professional exam later this year. The first class of CPXPs, our profession’s pioneers, will be announced early next year. All of these efforts have been born from the contributions of hundreds of voices across our global community.

The last cornerstone builds on this idea of community contribution. It is a focus on rigorous research, and the importance of expanding the research agenda for patient experience. This has been building over the 5-year history of The Beryl Institute; first with the establishment of the Patient Experience Grant Program in June of 2010 (applications for the 2015 Grant and Scholar programs are open now), followed by the launch of the open access, peer-reviewed, Patient Experience Journal (PXJ) in April of 2014 (the next call for submissions closes January 2016), and lastly through PXI’s expanding philanthropic outreach to establish even greater support of research efforts (opportunities to donate will soon be available).

This type of reflective thinking, is seen in such government-supported programs as the groundbreaking comparative effectiveness work found at The Patient-Centered Outcomes Research Institute (PCORI), whose mandate is specifically "to improve the quality and relevance of evidence available to help patients, caregivers, clinicians, employers, insurers, and policy makers make informed health decisions.” It is also seen in many of the recent efforts supported by the Gordon and Betty Moore Foundation, and their focus on patient and family engagement.

And while there are even other efforts taking place, I still believe we have a significant opportunity to tackle the real tangible nature of the human experience in healthcare itself. The essence of these opportunities is reflected in the patient experience grants, in recent journal articles found in PXJ and elsewhere. When I look to the definition of patient experience itself and the simple, yet intricate nature of the key concepts such as interactions, organization culture, perceptions and cross continuum issues, all linked to outcomes and driven by safe, quality-focused, high reliability, service-driven efforts, there are incredible variables to explore at each point on the continuum of care and across all segments of the healthcare experience. This reaches from chronic illnesses to primary care encounters, long-term residential issues to rural settings or underserved populations. Underlying it all is the nature of human dignity and respect we all know is central to providing the best in healthcare overall.

To drive these ideas, we need to continue to frame, refresh and execute on a robust, thoughtful and I dare say edgy research agenda for patient experience. This is not research to just validate the usefulness of new solutions, but rigorous explorations of what practices, processes, systems, behaviors, communication styles, engagement efforts, tactics and tools not only show promise, but lead to lasting and sustained positive outcomes.

I ask you as the patient experience community what it is that we need to be asking, exploring and proving on we move forward. Are there practices you have taken for granted we could test? How can we explore key elements of the Guiding Principles for Patient Experience Excellence and determine which have the greatest impact, what that looks like and where we should focus our efforts first? How can you partner with your own vendors and resource providers to test new solutions? Or perhaps I will push you even further…how can we as a community come together to provide global insights into many other questions. Our biennial Benchmarking Study represents the kind of opportunity we have at hand to explore ideas both locally and around the world in identifying new concepts that can and should push our thinking in the realm of patient experience overall.

If we are to continue our endeavor in not just shaping, but solidifying and expanding a true field of practice and a profession that can positively influence outcomes for years to come, what questions should we be asking? What should we include in our PX research agenda? I look forward to your thoughts and commit to pulling together these ideas so we can collectively engage and continue to push the patient experience movement forward together. We now just need the right questions to ask.

 

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

Tags:  collaboration  community  global  patient experience  research 

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