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The Beryl Institute Patient Experience Blog
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The State of Patient Experience: A Global Inquiry for Local Action

Posted By Jason A. Wolf, Ph.D., Wednesday, January 11, 2017

Earlier this week in a webinar hosted by the Institute, I shared thoughts on why patient experience matters now more than ever. At a time when policy uncertainty hangs in the air, there must not be any uncertainty about the importance of a commitment to experience and the actions required to ensure it remains at the heart of what we do in healthcare. We have a collective responsibility to ensure the strategies, practices and processes necessary to drive experience excellence continue with unwavering commitment. We too must underline and be willing to speak to the impact a focus on experience can and does provide.

This focus is what is guiding the strategic intent of The Beryl Institute as we look to ensure the human experience is the heart of healthcare around the globe and is grounded in the very efforts we not only look to take on ourselves, but also encourage others to explore. We are at a critical time where we must gather evidence, reinforce value, provide grounded research and share efforts in ways that help people act with confidence and support leaders in making strong and committed choices.

This is not a time for passivity; in simply accepting consumerism has arrived or that a focus on value has become central to our efforts. Rather those committed to experience in healthcare must be doing more; not just to achieve individual and organizational outcomes, but to support an expanding dialogue that ensures all corners of healthcare commit to and reflect in their actions the principles central to an industry which at its core is about human beings caring for human beings.

With that call to action, I asked four questions of those listening. These questions were more than a cause for reflection. Rather I see them as an opportunity to plot a course forward for each of us engaging in the experience movement. I provide them here to both encourage your own consideration, but also to invite your comments. I hope you will share what you plan to do.

  • How will you reinforce the importance of experience in your work and/or as a consumer of care?
  • What top issues are most critical to you in this effort and how will you elevate them as a focus for your work?
  • How will you support others in standing as champions for experience excellence?
  • How will we expand the experience conversation to change healthcare for the better?

In this, the experience era, a fundamental commitment must be a readiness to share wildly and steal willingly. This means we must not only try new things, and whether succeed or fail share our lessons learned, but we must also search out other’s ideas and see how they fit, challenge or complement our own. This free flow of evidence, of practice, and of thinking is what will strengthen the capacity of all focused on experience across the healthcare continuum. It is what grounds our ability to achieve all we aspire to in providing the best outcomes possible. It is also this sense of sharing that underlines our biggest research endeavor at the Institute – our State of Patient Experience Study.

It is time once again for you to share your voice and encourage others to do the same in our 4th biennial study. I invite and ask each of you to not only participate in this year’s exploration, but also share this opportunity with your colleagues and peers. We look to gather input from organizations across the continuum of care, perspective from consumers of healthcare and insights from around the world to best understand both the ‘whats’ and ‘whys’ that are driving experience efforts today. This commitment to taking action and sharing your voice is critical to this endeavor and I do hope you will participate. You can get started by clicking this link: http://bit.ly/StateofPX2017. We will share the initial findings of this year’s study at the opening of Patient Experience Conference 2017.

In concluding our 2015 study I wrote, “In our patient experience movement and in the data that frame its efforts, we are not just seeing incremental movement, but fundamental shifts in behavior, practice and perspective. We are experiencing a shift in the very habits of the people and organizations in healthcare. We are seeing an alignment around the idea that patient experience matters.” It is the very efforts that every one of you are taking on, helping lead or encouraging others to tackle that is inspiring this possibility. That in recognizing experience matters, now more than ever our global understanding can drive local action. In doing so we are staying true to our commitment in providing the best experience possible for all those in or affected by healthcare around our world. Thank you in advance for your input and contribution.

Again, you can begin the survey here: http://bit.ly/StateofPX2017

 

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

Tags:  benchmarking  commitment  global  healthcare policy  human experience  inquiry  matters  movement  research  state of patient experience 

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Exploring the Value of Patient Experience

Posted By Jason A. Wolf, Ph.D., Tuesday, July 5, 2016

In my most recent Patient Experience Blog I suggested we are now entering the Experience Era, offering eight considerations we should act on to not only usher in its arrival, but also support its place at the heart of our healthcare conversation. At the same time, we are seeing in all corners of healthcare and all touchpoints across the care continuum that the conversation on healthcare is dramatically shifting. Beyond a simple acknowledgement of the rise of consumerism in healthcare there is a more fundamental commitment to a focus on experience and all that encompasses.

Even with a much clearer and measurable focus on experience, we still are in our infancy in identifying and measuring key points of value that are realized in efforts to drive the best in experience. Yet, I believe we can say with some confidence that experience efforts, when approached with the requisite breadth and depth, have a significant influence on the outcomes we look to achieve – both in clinical practice across quality, safety and service and in broader operational results – including clinical and financial outcomes and consumer loyalty and community reputation.

With that recognition, we are excited to open a global inquiry into what people see as the value in a focus on experience overall. Our hope with this exploration is to understand the motivations, actions, impact and outcomes associated with a focus on patient experience. As part of this inquiry we are also looking to identify the proven practices being implemented to address patient experience excellence from the perspective of not only healthcare organizations, but also consumers of healthcare, be they patients, family members or other support networks. I invite and encourage you to participate.

Respondents will be asked to provide thoughts from a primary perspective – that of a patient or family member or member of a support network, that of a healthcare team member, or that of a healthcare leader/administrator – but are invited (and encouraged) to provide insights from the other perspectives they may bring to the conversation. This is critical to reinforcing that all voices matter and in healthcare many actually engage with multiple voices. Through this exploration, incorporating this range of perspectives will help us identify commonalities and distinctions in how people both approach and evaluate patient experience and will allow us to frame a broader picture of how value is perceived.

I believe, as I have seen on our journey in expanding the patient experience conversation these last few years via The Beryl Institute, that we must be willing to ask the big questions and dig into the critical issues that will continue to create the greatest opportunities for healthcare globally. As the experience movement grows we must be rigorous in reinforcing value, committed to continuing to push the edges of our efforts and willing to engage with one another in the topics that will help us to focus with intent on all that is right in healthcare. It is through these efforts that patient experience has found its place at the heart of healthcare overall.

I invite and encourage you to participate and to share this inquiry with your peers and networks. The survey itself should take about 5 minutes to complete and includes 3 open comment questions to answer so respondents can provide the full extent of their thoughts. A report of the findings will be presented this fall and respondents can sign up to get special updates on the survey. You can start the survey here: https://www.surveymonkey.com/r/ValueofPX.

Thank you in advance for your perspective, but more so thank you for your commitment to this movement and to this effort to ensure the experience era in healthcare continues to grow for many years to come.

 

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

Tags:  Consumerism  Continuum of Care  exploration  inquiry  invitation  journey  movement  outcomes  patient experience era  perspective  survey  value 

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