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5 Ways to Accelerate Your 2020 Experience Efforts

Posted By Stacy Palmer, Tuesday, January 14, 2020

I recently stumbled upon a list of New Year’s jokes. My favorite asked, ‘What’s the first thing you’ll say in 2021?’ The answer made me chuckle, ‘Hindsight is 20/20.’ I thought it was clever and kind of cute, but it also made me reflect on what I hope my hindsight on 2020 will be. And when we look back at this year, what do we hope 2020’s hindsight for patient experience will be?

In 2019, we saw great strides in the patient experience movement as we introduced the Experience Ecosystem highlighting the resources, associated organizations and solution providers supporting each of the eight strategic lenses of the Experience Framework. Also in 2019, our biennial State of Patient Experience benchmarking study revealed that patient experience efforts continue to mature and remain established within healthcare organizations. We saw a growing recognition that the types of organizations we build are foundational as people globally reinforced culture is vital in achieving positive experience efforts. Overall, 2019 marked a shift to patient experience not being something healthcare does but being who healthcare is.

When we look back at 2020, what will we have learned and accomplished? I believe that as a community we have built a foundation on which global experience efforts will continue to accelerate. As you plan for the new year, I offer some suggestions that may help accelerate your 2020 efforts as well:

  1. Acknowledge your organization’s strengths and opportunities. If you have not yet participated in an Organizational Experience Assessment, I encourage you to do so. The process is grounded in the Experience Framework and built on global research identifying factors seen as critical to positive experience outcomes by both high performing healthcare units and consumers of healthcare. Your assessment will provide a comprehensive picture of the strengths and opportunities you have in your efforts to improve the patient experience. 
  2. Enhance your team’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 a program such as PX 101, a community-inspired resource for use in orientation programs and other staff education that shares patient experience knowledge on the front lines of care to positively impact experience outcomes.
  3. Celebrate your team’s patient experience efforts. Rewarding and recognizing great work is also an important component of building a culture of experience excellence. And the new year is a great time to evaluate, enhance or reinvigorate your internal recognition programs. Also, start planning now for Patient Experience Week 2020, April 27 – May 1. Patient Experience Week is an annual event providing a focused time to celebrate accomplishments, create enthusiasm and honor the people who impact patient experience every day. 
  4. Expand your personal 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. Set aside designated time to follow and contribute to conversations on PX Connect where members share their experience challenges and successes. You will make new connections, learn from peers and help others by sharing your knowledge and expertise.
  5. Commit to your continued learning and professional development. Make it a priority in 2020 to seek knowledge that will advance your skills and best prepare you to impact experience efforts in your organization. Take advantage of membership benefits such as webinars, topic calls and publications. For more extensive learning, consider the PX Body of Knowledge courses which offer certificate programs in Patient Experience Leadership and Patient Advocacy. Also consider joining the over 1,100 individuals who have achieved Certified Patient Experience Professional (CPXP) designation offered through our sister organization, Patient Experience Institute. CPXP Prep Course workshops are available through The Beryl Institute to help you prepare.

Our commitment at The Beryl Institute is to support and elevate your efforts by continuing to offer the most relevant research, resources and connections. As such, our greatest hope for 2020 is that you will discover all the ways that the Institute can help you tap into this valuable and helpful collection of leading resources to kick-start innovation and build excitement in the new year. You can start by exploring one or all of the five ways mentioned above to enhance your own professional path as a leader and to accelerate your patient experience efforts as an organization.

We have tremendous respect and gratitude for the work happening globally each day to elevate the human experience in healthcare, and we will continue to provide a place for you to share, learn and celebrate together this year and into the future
When we get to 2021, we hope you will be proud of, and inspired by, the progress you accomplished this year. After all, hindsight will indeed be 20/20.

 

Stacy Palmer, CPXP
Senior Vice President & COO
The Beryl Institute

Tags:  celebration  choice  commitment  community of practice  culture  ecosystem  excellence  Field of Patient Experience  global healthcare  healthcare  improving patient experience  Leadership  member value  partnership  patient advocacy  patient advocate  Patient Experience  patient experience community  patient experience leadership  state of patient experience  team 

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Introducing the Experience Ecosystem: Reinforcing community, collaboration and the integrated nature of healthcare experience.

Posted By Jason A. Wolf, PhD, CPXP, Tuesday, May 7, 2019

On our journey to grow the experience movement and The Beryl Institute community, we have built a vibrant and dynamic network of committed professionals and practitioners, innovators and researchers, patients and family members, caregivers and partners from around the world. This network, through its commitment to “share wildly and ‘steal’ willingly”, first shared in acknowledging the experience era in which we now find ourselves, helped shape an Experience Framework introduced by the Institute last year (Figure 1). The Framework is comprised of eight strategic lenses that represent the broad and integrated perspective needed to ensure a comprehensive focus on experience. Aligning efforts on these lenses is essential to ensuring the ultimate achievement of experience excellence.

 

Figure 1. The Beryl Institute Experience Framework

The Experience Framework, grounded in research from the Institute and the experiences of our community, offers a means to better codify, digest and access the information and resources that will support the community on our shared experience journey. It provides a structure through which we can individually, organizationally and collectively understand where we are on our experience journey, identify the opportunities we have and then connect to the resources and solutions that will help us continue on the road to experience excellence.

In our commitment to observe, learn, and adapt and to not just support the continuous improvement of the experience conversation, but also to elevate innovation, support sharing and ensure ongoing value for our community, we realized the Framework was only the core of the conversation. What we realized was the Framework was a means for identifying and connecting the vast collection of resources, organizations and solutions that comprise the broad efforts to positively impact the patient experience and the human experience in healthcare.

This recognition ultimately helped us to identify the Experience Ecosystem, which represents the comprehensive collection and interconnected system of resources and assets committed to experience excellence. The Ecosystem addressed a critical opportunity for our community and the movement by ensuring ease of access, expanded awareness and speed to action in tackling experience efforts by connecting people to the information and tools that could support their success. In developing the ecosystem three principal levels were identified and established:

  1. RESOURCES. This level is comprised of the resources offered by and through The Beryl Institute. The full extent of content, resources, research and tools available via the Institute community is now aligned with each segment of the Experience Framework for easy identification, access and application.
  2. ASSOCIATED ORGANIZATIONS. This level is comprised of the organizations that provide insights and resources beyond the Institute’s boundaries and/or complement our efforts. Providing a clear link to this vast network of organizations and underlining their connection to experience both reinforces the opportunity in alignment and the importance of connection and collaboration in this work.
  3. SOLUTIONS PROVIDERS. This level is comprised of product and solutions providers – those that have invested in being part of The Beryl Institute’s Patient Experience Marketplace – who have solutions and offerings that can support you in your experience efforts.

All Resources, Associated Organizations and Solutions Providers are now segmented by and aligned to at least two of the eight strategic lenses of the Experience Framework with which they best connect. This identification, curation and linking to this growing collection of content and knowledge is central to our purpose at the Institute to serve as a center for collaboration, connection and shared knowledge. Each strategic lens has its own landing page linking you directly to the information available under each of the eight lenses of the Framework. Ultimately, the opportunity with the Experience Ecosystem is to serve as a bridge from discovery to solution, need to action, opportunity to outcome. And this will happen in some new and exciting ways.

Within the Experience Ecosystem you will have the means to identify where you are excelling or have opportunities to address in your experience efforts. To complement the launch of the Ecosystem, we have introduced the Experience Assessment; a quick assessment tool through which you can individually or organizationally identify how you are performing in each of the eight strategic lenses. The Assessment is built on global research conducted via the Institute identifying the issues and actions of greatest importance to consumers in healthcare and those actions that high performing healthcare organizations have deemed essential to experience success. In aligning the data from consumer voices and the insights from healthcare organizations, the Assessment was built to evaluate the current efforts of an organization, provide insights for reflection and quickly uncover opportunities for action.

While the assessment can be taken individually by anyone as a single point of data, we encourage you to consider an organizational evaluation (currently available to organizational members of the Institute). The results report you receive provides a breadth of information from your overall Human Experience Index (HXI) score to individual scores on each strategic lens as you identify strengths and opportunities. On your score report, you will also find a link to the landing pages noted above leading you to more resources for each strategic lens.

In the end, the potential of the Experience Assessment is two-fold. Not only does it help with individual improvement efforts, but as the database of responses grows, we will have the ability to provide both insights and benchmarking comparisons to how the general market is doing. It will also help identify the broader opportunities we have as a community to focus our efforts on experience improvement, support shared opportunities for learning and identify those organizations that can help one another with the challenges they continue to face.

The Experience Assessment is built on our value at the Institute that there is not one right model for everyone, not one best solution for all to choose, and yes, not one organization that can say it will solve all your experience answers. This underlines the unique power of being part of the Institute family. As an independent, global community of collective voices with a commitment to experience excellence and to one another, we can ensure you find the best resources for your needs in a safe, helpful and impactful way.

The ultimate goal of this effort is to provide the means to support connection and ensure that what can sometimes feel like a disparate and disconnected range of information is now a thoughtful, codified and focused resource that supports and reinforces the ultimate purpose we live at the Institute every day: To change healthcare by ensuring an unwavering commitment to the Human Experience.

This purpose highlights our shared commitment as a community and reinforces the independent nature of the Institute itself. Our opportunity remains to objectively provide access and connection to the breadth of resources available and being sought by patients and family members, clinicians and caregivers alike in organizations and systems around the world. If we can bridge identified needs to the resources needed, if we can elevate and share strengths in a way that we all win, then we have truly done what calls us together in the experience community. In the end the Assessment and Ecosystem shortens your distance to discovery, builds a bridge to supporting resources, and quickens your pace to outcomes.

We believe introducing the Ecosystem does a few critical things. It helps ensure The Beryl Institute’s site is easier to navigate. It elevates and expands our reach and opportunity for excellence by connecting people to Associated Organizations and Solutions Providers that bring value to the conversation. In doing so it reinforces our philosophy at The Beryl Institute that through collaboration and cooperation, connection and purpose, we can and will ultimately elevate the experience conversation together.

The Experience Ecosystem, Framework and Assessment provides a means to help us get from now to the tomorrow we know we can achieve, and it is a tomorrow we WILL achieve together. We invite you to join us in the journey, take the assessment, apply the Framework, contribute your knowledge to the Ecosystem and we will ensure that healthcare is the place in which experience is not the outlier, but truly the heart of all we do.

 

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

Tags:  associated organizations  caregiver  ecosystem  experience framework  resources  strategic lenses 

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