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The Beryl Institute Patient Experience Blog
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When Work Has Meaning

Posted By Deanna Frings, Tuesday, July 10, 2018
Updated: Friday, July 6, 2018

The title of this blog is not original to me but was a headline on the cover of the July-August 2018 issue of Harvard Business Review (HBR) referencing an article, Creating A Purpose-Driven Organization. It seems everywhere I turn, there is another book, article or referenced research on the neuroscience of purpose as a driving force that gives our lives meaning. And let me be clear, I love that there is currently an abundance of discussion on purpose and meaning. 

 

I have worked in healthcare my entire career from being on the front line as a respiratory therapist, leading teams in multiple leadership capacities to my current role as Vice President of Learning and Professional Development of The Beryl Institute. From my experience, conversations on meaning and purpose are not uncommon in the field of healthcare. I don’t know, maybe it’s because those of us who work in healthcare can easily connect that what we do really matters? We save lives. But how is this knowledge being lived out in our day to day practice as leaders in healthcare. Are we creating cultures that facilitate a discovery of purpose for ourselves and our employees? 

 

Organizations are focused on employee engagement and acknowledge its critical role in their experience efforts as reported in our, State of Patient Experience 2017: A Return to Purpose. And, it’s not surprising given the 2017 Gallup State of American Workplace report, that only 33% of employees are engaged in their work and workplace and only 21% of employees strongly agree their performance is managed in a way that motivates them to do outstanding work. 

These startling figures are not a new phenomenon. Previous Gallup Reports have shown much of the same. So, while we acknowledge the importance of an engaged workforce, the data suggests we continue to struggle, despite all the focus on improving it. 

I often speak on the critical role of leaders in achieving experience excellence and I would suggest that leadership is the critical link in transforming organizational cultures and creating engaged environments where individuals can reach their full potential. During these speaking engagements and workshops, I love taking people through a journey of discovery of purpose and meaning and I have witnessed the immediate and powerful impact it has. I hear a higher level of excitement in their voices, a clarity in vision and a drive in their commitment as they share their stories with each other. 

The conversation continues as we take the critical next step and determine actions we, as leaders, can take to not only share our purpose but invite employees to do the same. It’s one way to connect people to purpose. Simply stated in the HBR article, leaders most important role is to connect people to purpose.

Acting on a higher purpose can often motivate us to learn and develop our skills so we can excel in our performance contributing to what’s meaningful to us. It’s one reason I’m excited about Patient Experience 101(PX 101), a new educational resource releasing next week from The Beryl Institute. PX 101 is a comprehensive community-inspired and developed resource to build patient experience knowledge and skill for all employees across an organization by taking individuals through a discovery of purpose. It’s one of several new opportunities we’re launching this year in an effort to support global patient experience efforts based on the needs of our community. 

PX 101 offers the tools and activities you need to engage in deeper and authentic conversations on what patient experience is, what it means to your employees and how they positively impact experience excellence. It invites them to share their own accounts of how they make a positive difference resulting in a stronger sense of purpose and meaning to the work they do every day. 

 

When we find meaning and purpose in our work, the sky’s the limit to how high we can soar and how much we can contribute to our individual and organization’s success.  

As leaders in healthcare striving for excellence in experience, how do you connect people to purpose?


Deanna Frings, MS Ed, CPXP
Vice President, Learning and Professional Development
The Beryl Institute

Tags:  choice  compassion  culture  employee engagement  healthcare  improving patient experience  leadership  Patient Experience  personal experience  perspective  purpose 

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A New View: An Unwavering Commitment to the Human Experience in Healthcare

Posted By Jason A. Wolf, Ph.D., Thursday, August 3, 2017
Updated: Tuesday, August 1, 2017

This month’s Patient Experience blog is an excerpt from the recently released research report, The State of Patient Experience 2017: A Return to Purpose.

We have always maintained that in patient experience there are no major secrets and with that believe strongly that the differentiator is not in the private processes you create or the proprietary models an organization might produce. Rather it is in the spirit of an open sharing of ideas through which all should play and in the distinction of a true commitment to execution through which you should compete. Experience will be and is already emerging as a key, if not the primary, differentiator in healthcare. The opportunity in front of each organization is how they will seize this moment.

For us at the Institute, part of this moment is to acknowledge that patient experience will forever be central to healthcare, but also as we learn from the community and from the very data in this year’s benchmarking study the healthcare experience we are speaking to reaches beyond patient experience itself. In an environment where we clearly base all work on human beings caring for human beings we are ultimately addressing and impacting the human experience in our midst. For this reason, we believe at The Beryl Institute as we remain committed to patient experience we must address the reality of the human experience that is central to healthcare overall.

With this, we have set a bold and fundamental desired impact for how we look to move into the years ahead. Our intended focus is simple, clear and true:

Changing healthcare by advancing an unwavering commitment to the human experience.

In doing this we honor the work each of you are doing and the reality of the healthcare world we find ourselves collectively creating around the globe. In a commitment to shift how healthcare works, we must dedicate ourselves to the broader human experience, honoring both the patient experience at its core and the experience of all driving and supporting healthcare’s efforts every day. With that we believe this commitment must be grounded on four key points:

  • Understanding experience is defined as the sum of all interactions shaped by an organization’s culture, that influence patient perceptions across the continuum of care.
  • Acknowledging experience (1) encompasses the critical elements of healthcare from quality, safety and service, to cost and population health issues that drive decisions, impact access and ensure equity and (2) reaches beyond the clinical encounter to all interactions one has with the healthcare system.
  • Recognizing that human experience reinforces the fundamental principle of partnership and is therefore inclusive of the experiences of those receiving and delivering care as well as all who support them.
  • Reinforcing that focused action on experience drives positive clinical outcomes, strong financial results, clear consumer loyalty, solid community reputation and broad staff and patient/family engagement.

This commitment has been spurred by all we have seen in this work and by all each member of the broader patient experience community has taught us. As we travel a journey to reinforce the critical role of the human experience in healthcare all that we learned in this year’s study takes on even greater relevance.

We must strive for what we believe is important collectively and then ensure we find ways in each and every one of our organizations to apply these principles, practices, ideas and findings for the good of all engaged. This is not idealism, but rather a practical reflection on where we are and what we can achieve. The state of patient experience is about much more than what we have or will do, to what we are and what we can become. That is the inspiration we glean from those that contributed their voices in this year’s study and the motivation we garner from working collectively as a community dedicated to the human experience in healthcare.

The state of patient experience is strong, your efforts and commitment are true and the possibilities of all we can accomplish as a result are yet to be realized. That makes this perhaps one of the most exciting times to be committed to this work. We look forward to traveling the next steps of this journey with each of you.

> Download the full State of Patient Experience 2017 research report


Jason A. Wolf, Ph.D., CPXP

President
The Beryl Institute

Tags:  community of practice  culture  global healthcare  healthcare  Human Experience  Patient Experience 

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We the People: Why Patient Experience Must Be the Foundation of Healthcare Policy

Posted By Jason A. Wolf Ph.D. CPXP, Thursday, July 6, 2017
Updated: Wednesday, July 5, 2017

Two things have become central to all I see, say and share in engaging in discussions on the patient experience globally: one, that ALL voices matter, and two, that in healthcare we are human beings caring for human beings. These ideas while simple in concept also provide for all that is complex in healthcare. They have implications in both the delivery of care and in the design of the policies and systems that support the delivery of care.

As we think about the delivery of care, the provision of care at a personal level, the idea of experience – of quality, safe and service focused encounters grounded in dignity and respect and driven by communication, partnership and knowledge – is a natural fit. As citizens of our planet, as people who choose our points of focus from ideals, beliefs and/or faith, we have been taught and encouraged to treat others as we hope to be treated and to act with compassion as we engage in caring for others.

Yet, as we get to the level of policy and the systems that both support and yes, constrain, our capacity to create environments of caring, we have a much greater opportunity. In instilling the ideas of all voices, not only do we add perspective, but we by default introduce potentially perpendicular ideas. As we author policy and adapt structures that circumscribe the humanity at the heart of healthcare, we create both clearer pathways and opportunities for obstacles. It is in the midst of this noise that we must find and mold the material needed to positively frame the human experience in healthcare.

It is pertinent to explore this idea during a week where we saw both Canada Day in Canada and Independence Day in the United States. As we explore the roots of these two great democracies, or of any democratic society around the world, there may be no more important concept than the first three words found in the United States Constitution – We the People. Democracies by their very nature favor equal rights, freedom of speech and support the ability to raise conflicting perspectives. Therefore democracy, the idea of citizenship, of partnership, of equality, underlines the idea at the core of patient experience that all voices matter. Yet often, for people of all political beliefs and perspectives, for those who engage in healthcare from the aging, to those with chronic disease, family caregivers, to concerned parents and even for those who have yet to have a serious medical encounter, it feels as if the “system” and the policies that dictate its actions have forgotten them.

This idea that We the People have a voice that matters in healthcare is more relevant now than in any other time, not just in this period of policy change in the United States, but in how people view healthcare globally. This understanding of the criticality of the moment spurred a call to action by a group of committed leaders who have been listening to patients and peers, leaders and policy makers and recognized a great opportunity existed. If efforts were going to be more than just claiming to be “patient centric” and instead actually worked to engage the voices that are impacted by policy itself, then voices had to be raised, issues identified and actions taken.

This belief led to the initial idea of what has emerged as the Patient Experience Policy Forum (PXPF). The PXPF originated in 2016 through a series of conversations among a group of patient experience leaders and patient and family advocates who recognized the growing imperative to influence and help shape policy at the national and state levels on issues that directly affect the patient and family experience. The group and a growing number of individuals who have fostered its initial growth believed it was time to move the conversation on experience excellence beyond practice to address the policies and systems that were impediments to and encourage and support those that were supportive of the very principles all strive for in delivering care.

PXPF has quickly moved from concept to reality in establishing itself as a broad-based coalition of organizations and individuals engaged in advocacy and action to give a greater voice in healthcare policy to those working to improve the patient and family experience. It just announced last week that it will hold its inaugural meeting this September 19, 2017 in Washington, DC. PXPF will be working to advocate for policies and systems that will:

  • Advance Patient and Family Partnership
  • Elevate the Value Case
  • Improve Patient-Centered Measurement and Reporting
  • Strengthen Systems for Patient Involvement
  • Expand Professional Education and Support
  • Reduce Disparities

I invite you to explore the inaugural event of PXPF, share this opportunity with your peers and consider ways in which you can engage either in person or in an ongoing nature.

There is a reality in healthcare that we cannot overlook. That for as much as the conversation today, especially in the United States, is about the issues and challenges of insurance companies and/or constraints placed on provider organizations, those impacted by policy, especially those experiencing healthcare itself must not be left from this conversation. There are many organizations today doing great work advocating for specific diseases or segments of the population, but what is deemed missing is the idea that at the heart of all we do in healthcare, we must return to the human experience. If we believe fundamentally that caring for our fellow citizens, and in particular their health, matters, if we believe that ‘We the People’ matters, then we cannot waver in ensuring that patient experience must be the foundation of healthcare policy. I hope you will join us in this endeavor.

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

Tags:  equity  experience era  healthcare  healthcare policy  improving patient experience  Patient Experience  patient experience policy forum  PXPF 

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There’s No Place like Home…The Value of Connecting with Your Patient Experience Community

Posted By Stacy Palmer, Tuesday, June 13, 2017
Updated: Tuesday, June 13, 2017

I recently chatted with one of our members after she returned from another healthcare conference. While she enjoyed the event, she shared that the experience itself felt dramatically different than her time at our March Patient Experience Conference in Denver. I asked a few questions to try to understand what the difference was. The breakout sessions were great, the keynote speakers were inspiring, and it was a large crowd of other leaders in similar types of roles. Yet, she still felt something was lacking. Upon further reflection, she realized the missing element was the sense of community and emotional connection she experiences every year at The Beryl Institute conference.

Her comments reinforced feedback received after this year’s Patient Experience Conference. Participants said things such as, “Everyone was so kind and helpful…it was easy to meet people…it was so wonderful to be surrounded by like-minded people…we're all in this together!” These statements reflect things we hear often at the Institute, an appreciation for the welcoming and engaging community that has developed through a shared passion for building and sustaining the patient experience movement. 

Our community connects in many ways throughout the year – chatter on social media, regular discussions on listservs, and conversations through Topic Calls and Patient Advocacy Connection Calls. In recent months, we’ve also enjoyed watching dialogue between members explode in the chat box of our regular webinars where participants share where they’re logging in from, reconnect with old friends and tap into the tremendous wealth of knowledge that is represented in this patient experience community.

The virtual connections are powerful and a hallmark of The Beryl Institute. While these opportunities are invaluable, I would argue there is no replacement for spending time together in person. As the patient experience movement has grown, we’ve witnessed incredible connections between the leaders doing this work and an amazing energy and enthusiasm that comes when we gather together to share ideas, connect and learn. Our community believes patient experience is a foundational element of the overall healthcare experience, and there is something about getting together in person that inspires us to live and share that message.

At The Beryl Institute we continue to foster opportunities for face-to-face connections. Last week we announced the opening of the Call for Submissions for breakout sessions at Patient Experience Conference 2018 to be held April 16-18 in Chicago. We hope you will join us there and even consider submitting a proposal to share your patient experience successes.
 
But even before then we have many opportunities for you to engage face-to-face with patient experience peers. This fall we’ll hold Patient Experience Regional Roundtables in Canada, California, Louisiana and New York. Regional Roundtables are one-day programs bringing together the voices of healthcare leaders, staff, physicians, patients and families to convene, engage and expand the dialogue on improving patient experience. Through inspiring keynote sessions and working group discussion, participants leave with an expanded network, renewed energy and actionable ideas to support patient experience efforts in their own organizations.

We also have two upcoming Certified Patient Experience Professional (CPXP) preparation workshops. These are opportunities to gather with other patient experience leaders to not only network and share, but to prepare together for the CPXP exam. Community members will gather later this month in Chicago and in September in Los Angeles for full day courses reviewing the domains outlined in the job classification on which the CPXP examination is based. 

The Beryl Institute continues to be the global community of practice dedicated to improving the patient experience through collaboration and shared knowledge. We are a welcoming and engaging community. I am often reminded of an early Patient Experience Conference where a participant stood up and joyfully proclaimed “I have found my professional home!”  As a leader in the movement, we hope you view the Institute as your professional home, and we invite you to further connect with your patient experience family. 


Stacy Palmer, CPXP
Senior Vice President
The Beryl Institute 

Tags:  community of practice  Field of Patient Experience  healthcare  improving patient experience  leadership  networking  Patient Experience  Patient Experience Conference  thought leadership 

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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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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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Collaboration key to driving patient experience excellence

Posted By Jason A. Wolf, Ph.D., Tuesday, November 4, 2014
Updated: Tuesday, November 4, 2014

One underlying and powerful philosophy has driven all the work we have done at The Beryl Institute in the last four years. It is through the collective voices comprising our global community of practice that we generate ideas, learn and share with others. Through this collaboration both within the community and with others committed to this critical cause – the patient experience movement is supported, nourished, and will continue to thrive.

I have yet to see in any environment, the ability to achieve AND sustain success without a sense of alignment, collaboration and shared purpose. Organizations intent of fostering deep-rooted silos (or simply allowing them to exist) tend to reinforce battles for scarce resources and the pulling at an organization’s seams. In a movement as delicate and important as providing the best in experience for the patients, families and communities we serve, while also caring for each other delivering care, we must work in a much different way. I do not suggest competition is bad, in that it motivates innovation, expediency and progress, but rather that we must look to collaboration as a central capacity we should search for in our own organizations and those we choose to work with as we address patient experience excellence.

We have worked hard to model and encourage this through our work at The Beryl Institute. Our efforts have worked to bring disparate voices and perspectives together, such as our "voices” paper series that even included a paper with many competing survey vendors in one publication. It has been seen in the various research we have conducted, events we have produced, learning we have developed and organizations we have worked to engage with or support.

The Patient Experience Body of Knowledge itself was developed by over 400 voices and included the engagement of central partners and experts in the experience effort such as the Institute for Patient- and Family-Centered Care (IPFCC) and others. We have worked with the American Hospital Association to ensure patient advocates still had a professional home to continue expanding their rich history. We are expanding our engagement with key players in the physician practice and long-term care arenas to reinforce the fact that experience crosses the continuum of care.

From the collective voices that helped frame the very definition of patient experience, to our recognition that all voices matter on the experience conversation, we have worked to engage experience leaders and executives to front line staff, patients and families to resource providers, journalists to academic researchers. Our purpose is to not only encourage, but also model collaboration. We do this for the greater good of the movement and as an opportunity for all to consider in driving experience excellence.

If we are to continue to push the patient experience conversation forward, it will take the aligned efforts of many to frame, reinforce and progress the effort. It will take a reinforcement of the very values that have driven our work to date. You can consider the same as an opportunity in your own organization as you work towards collaborative success in impacting your patient experience efforts.

  • Ensure clarity of what it is you are trying to achieve. I maintain that definition and a clear purpose that is understood and shared by all is central to any patient experience success.
  • Find alignment in your efforts. What are the common causes you are looking to address? All too often we let competing interests shadow central needs that will benefit our organization and desired outcomes. Find points of purposeful action and move forward.
  • Actively engage all voices. Beyond simply creating the space for inclusion, is actively seeking, inviting, respecting and integrating all voices that may influence your work. There are multidimensional and broad reaching perspectives that impact experience excellence and we are best served by hearing them all.

While these values in action are fundamental to success, the most important thing we can do in addressing experience excellence is to take action itself. We must be mindful not to let the desire for or enactment of collaboration become the reason for inaction. It should and must become a means by which we all move forward on this issue together.

Collaboration in patient experience excellence is a local issue, one that must be managed by each organization striving for success. It also is a critical systemic opportunity. For in finding the strength of collaboration among organizations and ideas, we can support clarity, purpose and shared action that will ensure a strong and lasting focus on the experience of patients, residents, families and each other for many years to come. This may be healthcare’s strongest prescription for excellence. It is our job, together, to see it through.

Jason A. Wolf
President
The Beryl Institute

Tags:  collaboration  culture  engagement  healthcare  Patient Experience 

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Expanding the dialogue on experience excellence to long term care

Posted By Jason A. Wolf Ph.D. CPXP, Tuesday, September 2, 2014
Updated: Monday, September 1, 2014

When we first developed the definition for patient experience with a group of contributing healthcare leaders, four themes emerged as central to our discussion and ultimately to the definition itself – the sum of all interactions, shaped by an organization’s culture, that influence patient perceptions across the continuum of care. These themes shaped the fundamentals for action in providing the best in experience and I still see them as central and imperative across healthcare settings today.

Experience efforts are shaped through the interactions of all individuals involved and grounded in the organization’s culture through which they are delivered. It is the actions of all participants in the care experience – caregivers, support teams, patients and family members alike – that ultimately influence the perceptions of experience and create the lasting impact (and I suggest ripple effect) that each experience has. Experience is a partnership with patients, residents and families, not a doing to, and these words reinforce this critical point.

It is the last element of the definition that is also perhaps the most easily accepted: across the continuum of care. As the patient experience movement has flourished, there has been growing recognition that experience stretches well beyond the four walls of any clinical encounter or the physical structures of the acute care setting. In fact, the ideas of experience, in variations of language including patient, resident or person-centeredness, have permeated the wide array of care experiences one can have in healthcare today. This idea may be no better reinforced than the focus on the experience of individuals in long-term care.

The effort to provide a strong and positive experience for individuals in long-term care is not a new concept. This idea has been addressed in the dialogues of great institutions such as the former Picker Institute and now via Planetree and through organizations such as the Pioneer Network, Leading Age and the American Health Care Association (AHCA). Partly driven by policy, such as we have seen sweep the US healthcare system in other segments of the continuum with the CAHPS efforts, and framed by what we know to be the right thing to do, long-term care has long been focused on the elements of resident quality, safety and service and the built environment to ensure the best for those in their care.

There is a growing understanding in all environments, that aside from the right thing to do for those in our care, or even a must do, there is also increasing policy focus and requirements that not only measure action, but also tie financial implications to them. Yes, we must acknowledge the financial implications of this effort as well, including the reality that individuals in the healthcare system at all points on the continuum are now consumers – people carefully select doctors, they make decisions on which hospitals to seek care and they look long and hard at the options in selecting a location for a parent or loved one to reside for long-term care needs.

If we accept choice is a factor now in healthcare, then experience matters. In focusing on the continuum of care, it matters to the patients, residents, people in our care, it matters to their families and it matters to all who deliver care as well. It is for this reason we continue to evolve our work at The Beryl institute to expand the experience conversation to all points on the continuum of care and to acknowledge the opportunities at the moments of care transition as well.

We have worked to engage broader voices in the physician practice setting by exploring how experience is being addressed by physician clinics and groups and our events are expanding to include greater dialogue and content on the important practices taking place in the ambulatory and outpatient settings. With equal focus (and the support of energized and committed members of our community), we are embarking in expanding our efforts to address experience in the long-term care setting as well. In the coming months, through Patient Experience Conference 2015 and beyond, we will work to collaborate with leading thinkers and organizations to reinforce and expand the critical conversation of experience in the long-term care environment. This will include papers, webinars, conference sessions and expanding research into this area of the continuum.

We hope through these efforts and partnerships we can support the critical dialogue of experience at all points on the care continuum. We will strive to continue our growth as a community encouraging and supporting the dialogue among individuals impacting each touch point in the care experience. If we maintain that experience as defined truly crosses the continuum of care, not only is this a critical effort to take on, it is a must do in ensuring that the experience conversation – the critical confluence of quality, safety and service and the fundamental considerations of people, process and place – engages all and includes all voices. We are excited by this next stage of the experience movement and invite and encourage your thoughts, ideas and participation.

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

Tags:  choice  community of practice  Continuum of Care  culture  defining patient experience  Field of Patient Experience  HCAHPS  healthcare  improving patient experience  Interaction  Interactions  long term care  patient  Patient Experience  Patient Experience Conference  service excellence  voice 

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