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The Beryl Institute Patient Experience Blog
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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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Reaffirming the Core Values of Patient Experience

Posted By Jason A. Wolf, Ph.D., Friday, February 3, 2017
Updated: Friday, February 3, 2017

The idea that healthcare is, at its core, about human beings caring for human beings is not a new or surprising notion, but the foundations of this concept seem more relevant today for all the challenges we in healthcare, and now in many ways those beyond, are working to overcome. As we look to where the experience movement has come from to where it is rapidly moving, we find it is grounded in the fundamentals of all that is right and good at the core of our humanity. The patient experience in healthcare is ultimately the human experience. It is encountered in every healthcare interaction and impacts and is affected by not just those receiving care, but by all engaged in ensuring it is delivered with the utmost in quality, safety and service.

I have watched the recent events taking place both in the United States and around the world with both great curiosity and some concern. The first words used to define patient experience – the sum of all interactions – may be no more important now as we work to not only be cognizant of the interactions we each have, but also to reinforce the power that exists in ensuring positive interactions are at the core of all we do. These interactions, as the definition continues, are shaped by the very culture we create and espouse in the organizations and systems we build and sustain. And this culture must be grounded in the values we hold true in guiding our decisions and framing our actions.

It seemed now was an appropriate and important time to reinforce and reaffirm the core values we introduced in late 2015 that have been central to our work at The Beryl Institute. We have also continued to find these values implicitly at work in the many organizations striving to achieve experience excellence overall. With all that is pushing and pulling at us in recent days, as people ponder the future of healthcare policy and practice and as we consider the broader implications on human connectivity, it seemed time to reiterate both our commitment to these values, as well as call on all committed to this work, and to the greater human experience, to reflect on what these ideas truly mean. I list our values below with my thoughts on their importance today:

  • ACCESSIBILITY. I have always believed in a focus on experience as in life we have a great opportunity with a mindset of abundance.  Accessibility is about fairness and equity, about providing opportunity and the ability to connect to information and people, and to do so in a way that removes barriers to and actively encourages engagement and a free exchange of ideas.
  • AGILITY. In a world that is no longer measured by years or even months, but rather pushed on one side by rapid increases in technology and on the other by ceaseless waves of information, people and the organizations they comprise must be anything but static in thought, process or action. It is no longer about readiness to change, but the ability to be changing always, while ensuring consistency to your commitments and desired outcomes.
  • INNOVATION. The same pressures that call for our agility require we no longer look backward for how things can, have or should be done. In listening, exploring, doing and being willing to fail we push the very boundaries that could otherwise restrain our ability to move with (and if intentional in our efforts, lead) the very changes we need.
  • INCLUSIVITY. This idea at the heart of experience may be no more critical than today. From all voices matter in patient experience to underlining all voices matter, perspectives have value, diversity adds flavor and difference catalyzes opportunities for even greater outcomes. We cannot and must not let fear or worse, lack of understanding, cause us to shrink from one another when it is the very interactions we create, engage in and encourage that will remain fundamental to the human experience. On this we must remain steadfast.
  • COLLABORATION. At the roots of the Institute itself was the belief that if we are willing to share our ideas openly, without hesitation, we would reap greater returns than we could working alone in the dark. This idea of connection has been essential to our own growth and exemplifies a great opportunity we still have overall. If we all believe we are here for an ultimate goal, be it experience excellence, or something greater, it calls on us to find the bridges that lead us to connection and opportunity, not the chasms that seed distinctions, misunderstanding and missed possibility.

We are at an exciting time in the experience movement. I believe we are entering an experience era that reinforces all that is good about what each and every one of you strive to do each day in working to personally heal and/or provide healing for others. In each of our personal journeys is a great opportunity to travel this path with not only an understanding of ourselves, but perhaps more so with an unwavering commitment to others. In reaffirming the values we hold true to patient experience, we are making a statement about all we believe is right and good as human beings caring for human beings around the world. That must remain our cause.

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

Tags:  collaboration  commitment  community of practice  connection  culture  experience era  global  healthcare policy  policy  values 

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Encouraging Conversations on Patient Experience Excellence

Posted By Jason A. Wolf Ph.D., Tuesday, October 7, 2014
Updated: Tuesday, October 7, 2014

In the last few weeks, I have been fortunate to join in a number of in-person conversations on patient experience improvement. From the gathering of patient advocates and experience champions in South Carolina, for the newly named Carolina Advocates for Patient Experience annual conference, to the impressive Patient Experience Summit put on by Dignity Health in Phoenix, that brought together over 650 front line caregivers and executive leaders in learning and dialogue on how to continue to their system’s trajectory to patient experience excellence. I also recently shared my experience with Value Health Partner’s collaborative dialogue in Michigan, bringing together peer organization’s to share ideas and address performance. 

These gatherings and many others reinforce a simple, but important point. The conversation on patient experience improvement cannot and should not happen in isolation, but in dialogue with others across facility and organizational boundaries, and I would offer national boundaries as well.

I have come to see and strongly believe in two keys to patient experience excellence over the last few years on this journey. One, that there are ultimately no secrets in doing what is not only right for patients, families and our own teams, but also what is best for all involved. And two, answers to excellence in patient experience for you or your organization are not discovered in isolation, but rather in conversation with others. Then, as I have stressed on many occasions, the distinguishing factor is a willingness to do something about it – to commit, to execute, to follow-through and to measure your progress – all the while recognizing experience is not an initiative to accomplish, but an ongoing effort to ensure the best in quality, safety and service outcomes for all.

It is on this very premise that our work at The Beryl Institute has been built – that in convening people working to address this issue, to share successes and challenges, to reveal practices and co-create new ideas is fundamental to experience excellence. It fact it should, and must, sit at the very core of this movement. For this very reason we have built a highly interactive virtual network for our membership community, but more so strive to bring together people together regionally and globally for this very purpose.

In the coming month, starting this week in Boston, we will hold two Regional Roundtables. These events are built on the foundation of creating connection and learning from one another. Our focus on in-person connection is anchored on Patient Experience Conference, the largest annual independent, non-vendor or provider related, gathering of patient experience professionals, healthcare leaders, patient and family members and resource providers. Providing structured means for networking and sharing can only lead us to better overall experience for all in our healthcare systems around the world.

This might seem like a simple idea, but it is not always easy, so I’d like to encourage and maybe even challenge you to think about who you can connect with to engage in this dialogue. Some thoughts in taking advantage of the opportunities for excellence include:

  • Bring together individuals within your system to share ideas and practices. These can be small informal local or regional groups or larger system-wide gatherings.
  • Reach out to peer organizations regionally or globally. For example, peers in academic medical centers, rural healthcare clinics, long-term care residential facilities or children’s hospitals can connect virtually to explore and share patient experience ideas
  • Create local networks. Consider connecting with others in your city, county, province or geographic region (such as exemplified by the Value Health Partner’s example above) to connect in person and showcase practices and lessons learned. While competing for volume and excellence in patient experience can be a market differentiator, the ideas and practices you share will only ensure all are improving at this critical effort.
  • Engage in The Beryl Institute. I would be remiss not to extend our warmest welcome, invitation and encouragement to connect with peers around the world in the continuously growing dialogue on patient experience improvement in the Institute (and consider an Institutional Membership to involve all in your organization).

All of these ideas do not cost much but time, and require the willingness of one or two individuals to step up, and invite others to engage in this important discussion. I am encouraged by the rapidly growing conversation on patient experience excellence and remain convinced that no one organization, vendor, consultant or otherwise should espouse or claim to have all the answers. But you, in connection with your peers very well may have many of the answer you seek, if you choose to do so together. We at the Institute remain committed to creating this environment, where you can both share and learn as we continue to serve as a hub for many other conversations that are, and can be happening, as we ensure the best in experience for all we serve. The next step is yours.

Jason A. Wolf
President
The Beryl Institute

Tags:  community of practice  connection  engagement  networking  patient experience 

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