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5 Ways to Impact Your Patient Experience Success in 2019

Posted By Stacy Palmer, Monday, January 7, 2019
Updated: Monday, January 7, 2019

Embarking on a New Year tends to bring forth much reflection and anticipation. While 2018 was often shadowed by political tensions and shifting pressures on our healthcare systems globally, it was also a year of significant reinforcement of the value and purpose of the patient experience movement. 

We introduced two new research studies at The Beryl Institute in 2018, both intended to help validate and focus the patient experience field. A study on Consumer Perspectives on Patient Experience confirmed that 91% of consumers believe patient experience is extremely or very important and will be significant to the healthcare decisions they will make. And most recently, we published To Care is Human, exploring the factors influencing experience in healthcare today and reinforcing the relational nature where healthcare is grounded in human beings caring for human beings. 

As we begin 2019, I believe the patient experience movement is better prepared than ever to accelerate its efforts. And as your organization embarks on the new year, I encourage you to consider a few suggestions that have potential to positively impact your success:

  • Evaluate Your Strengths and Opportunities – As you reflect on the direction your PX journey took in the past year and plan for future success, I encourage you to take time to examine where your organization excels and where you have opportunities to grow. The Beryl Institute’s Experience Framework identifies the strategic areas through which any experience endeavor should be framed, provides a means to evaluate where you are excelling or may have opportunities for improvement and offers a practical application to align knowledge, resources and solutions. If you find there are areas of great strength for your organization, let us know so we can share your successes with the community. And if you identify potential opportunities in your journey, contact us and we’ll help you navigate the many resources available in the Institute’s library of content. To further assist the overall community, we’ll also begin highlighting a new strategic lens each month, offering new webinars and other programming around that lens and curating a selection of resources to help you amplify your efforts in that area.

  • Enhance Your Organization'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 ways in which you can share patient experience knowledge on the front lines of care to positively impact experience outcomes. Last year the Institute introduced PX 101, a community-inspired and developed resource for use in orientation programs and other staff education. While not intended to be used in isolation or as a stand-alone resource, PX 101 can enhance your journey by distilling the resources and knowledge available via the Institute into practical, transferable learning to support your larger patient experience training strategy. 

  • Celebrate Your Patient Experience Efforts – Wherever you are in your journey, it’s important to recognize successes and commitment. Not only does this offer a chance to celebrate great work, it also provides an opportunity to reinforce the significance and impact of your efforts. Start planning now for Patient Experience Week 2019: April 22 - April 26. Patient Experience Week is an annual event to celebrate healthcare staff impacting patient experience. Inspired by members of the Institute, it provides a focused time to celebrate accomplishments, create enthusiasm and honor the people who impact patient experience everyday. 

While I believe the suggestions above can have great impact on your organization’s patient experience focus, I encourage you to be just as thoughtful in developing your own growth plan for the new year. We likely all have personal resolutions around health, fitness, finances, etc., but it’s important to also consider ways we can grow professionally as patient experience leaders. Whether you’re looking to make a career move in 2019 or build knowledge and value in your current role, consider these key steps to impact your success: 

  • Expand Your 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. Make a commitment now to attend Patient Experience Conference 2019 to be held April 3-5 at the Hyatt Regency Dallas. It’s the largest independent, non-provider or vendor hosted event bringing together the collective voices of healthcare professionals across the globe to expand the dialogue on improving patient experience, and you’re sure to leave with new information, inspiration and connections. 

  • Distinguish Yourself as an Expert in Patient Experience Performance – The best way to impact your professional success is to ensure you have the knowledge and tools necessary to succeed in today's healthcare environment. Through PX Body of Knowledge courses, The Beryl Institute offers certificate programs in Patient Experience Leadership and Patient Advocacy. With over 440 certificate program recipients to date, the PX Body of Knowledge frames the field of patient experience, defines its core ideas and provides a clear foundation of knowledge that supports the consistent and continuous development of current and future leaders in the field. Also consider earning your formal certification as a Certified Patient Experience Professional (CPXP) which is awarded through successful completion of the CPXP examination, offered through our sister organization, Patient Experience Institute. CPXP Prep Course workshops are available through The Beryl Institute to help you prepare.
At the Institute, our 2019 commitment to you is that we will continue seeking ways to support and elevate your efforts through offering the most relevant research, resources and connections – and by helping you to easily navigate these offerings. We have tremendous respect and gratitude for the work happening globally each day to improve experiences for patients, families and caregivers, and we will continue to provide a place for our community to share, learn, celebrate and inspire together.

If you have specific needs we can assist with as you embark on your 2019 organizational or personal PX journey, please let us know. We’re here to help!

Stacy Palmer, CPXP
Senior Vice President
The Beryl Institute

Tags:  accountability  body of knowledge  celebration  collaboration  community  community of practice  connection  culture  Field of Patient Experience  global healthcare  healthcare  Human Experience  improving patient experience  Leadership  member benefit  member value  movement  Patient Experience  patient experience community  patient experience week 

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To Care is Human: 3 Considerations for the Future of Patient Experience

Posted By Jason Wolf, Wednesday, December 5, 2018
Updated: Wednesday, December 5, 2018

This has been an exciting year for the patient experience movement in which an unwavering commitment to human experience has been elevated and expanded globally. In our efforts at the Institute we have had the opportunity to engage the voices of healthcare consumers on their views of experience and what drives their decisions, we introduced the Experience Framework to reinforce the integrated nature of the human experience in healthcare and now just last week released our latest study on the influence factors on patient experience.

This is significant in that in linking these efforts together we begin to see for the first time in practice and evidence that there is alignment around what we can and should do to ensure experience excellence. This work lays out a pathway that while not surprising has been sometimes difficult to ensure a commitment to in a healthcare system driven by transactions, checklists and processes that overlook the very essence of healthcare itself – the human caring at its heart.

I shared a story to open Patient Experience Conference 2018 about how my son Sam taught me a valuable lesson in the power of human connection and how simple and brave we must be to ensure these connections occur. He showed me sometimes it just takes commitment, the willingness to reach out and acknowledge another human being in front of you for who they are, not what they have or what they do. This too is what consumers told us they wanted, and it is what we discovered in the findings of the Influence Factors Study as well.

For the Influence Factors Study, over 1400 respondents identified the factors of greatest importance to patient experience. In addition, almost 300 high performing healthcare units (as defined by achieving and sustaining high percentage of scores in the top box of 9-10 in the overall rating question on the CAHPS survey) representing 175 organizations provided input as well.

The study revealed that for both respondent groups how patients and family were treated and how they were communicated with had the greatest influence on experience. This was followed closely by the teamwork and engagement of care teams and core clinical indicators such as responsible management of pain and care coordination. Interestingly enough what was shared here, that is that experience is driven by 1) how we treat people we serve, (2) how we treat each other and (3) how we provide the quality people expect, perhaps provides the triangulation of factors that sums up the potential of and opportunity for an elevated commitment to the human experience in healthcare overall.

This discovery reinforces that at the end of the day our opportunity to care for one another as human beings is the essence of our work in healthcare. This was supported in the alignment of the influence factor responses with the voices in the study, Consumer Perspectives on Patient Experience released this summer, which found that that top-rated items of importance to consumers were, in order, ‘listen to you’, ‘communicate clearly in a way you can understand’ and ‘treat you with courtesy and respect’. The most significant realization in this finding in comparison to what were identified as the top influence factors was that not only were the top items nearly identical, in essence effective communication and respectful treatment, but also that these items scored significantly higher response percentages in both studies. This had them stand out clearly as the top items in both surveys and coming from two very distinct respondent groups.

What this means is that what people are asking for from healthcare, it is evident healthcare organizations know and high performers provide. So, then what has been in our way of meeting those expectations and needs? I offer it has been healthcare’s commitment to process at the expense of people and transactions at the expense of interactions that has undercut its very capacity to achieve this ultimate goal.

This is not offered to diminish the complexity of healthcare we face today, but rather to call us to ask if we are the reason for the very complexity that gets in our way. If we were to focus on these simple things, to build processes, programs, technologies and innovations to support and sustain this focus on the humanity in healthcare, would we see something very different in how we look to lead healthcare globally. That is our opportunity and the story I hope you will find of interest in our latest paper: To Care Is Human: The Factors Influencing Human Experience in Healthcare Today.

With this we are called in healthcare to come back to ground with three considerations that can help us all lead the experience effort forward. These include:

  1. Patient experience must be seen with an integrated focus that ties together the many facets impacting how human beings on both sides of the care equation experience healthcare. It must be operationalized with this broad and inclusive perspective.
  2. Experience excellence, at its heart, is about the relational interactions we have in healthcare. It is grounded in the kind of organizations we build to sustain quality, safe and effective healthcare for all engaged. We must move beyond simple transactions and find comfort in the human complexities that are at healthcare’s core.
  3. To care is human and above all else that must be a rallying cry for what healthcare can and must be. Yes, medicine is a complex science, but healthcare is not just about medicine. When we mix that science with the art that healthcare ultimately represents, we get a symphony comprised of the greatest experts, but one that only works when all those expert parts play together. And if we do that, the outcome will be truly magnificent.

The Dalai Lama is quoted as saying, “The human capacity to care for others isn’t something trivial or something to be taken for granted. Rather, it is something we should cherish.” I would add it is something we must acknowledge will require hard work, unwavering commitment, a willingness to try and fail and a focused commitment to excellence.

The things healthcare has shown it knows to be true and the things consumers are asking for consistently come down to something so essential I could be blamed for saying it too much – that in healthcare we are human beings caring for human beings. So, whether I am walking the halls of a VA facility or waiting in an essential hospital’s emergency room, seeking new research innovations from an academic medical center or being cared for in my rural healthcare center, or standing on any continent in any health system, in any healthcare setting across the continuum around the world for that matter, this universal truth remains.

It then is up to us to consider how we balance the science that has driven healthcare with the art that is what will enable it to ultimately succeed.  We can no longer say that all people want is for us to make them better. That has been healthcare’s driving outcome, but for the patients and families we serve, it has been a fundamental expectation that we do so. Where the real difference and ultimate distinction lies is in HOW we make them better, in the acknowledgement that in caring for the human in front of us and those who serve around us we are realizing the true potential healthcare has to offer.

Yes, to care is human, the evidence bears out its impact and value. And in giving ourselves the permission to hold that idea as central to all we do in healthcare we can and will reframe a system with a potential for care, wellness and healing we have only dreamed could be possible. Experience is not something else we must or should do, it is all one does in healthcare, it is time we acknowledge this and move forward with this new sense of possibility. What will be your first step?


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

Tags:  amenities  cleanliness  Clinical  defining patient experience  employee engagement  feedback  HCAHPS  Human Experience  improving patient experience  Leadership  patient and family  patient engagement  Patient Experience  policy  quality  safety  service excellence  signage  thought leadership 

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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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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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Taking a Stand on Patient Experience Policy

Posted By Jason A. Wolf, Ph.D., Thursday, November 3, 2016

Never doubt that a small group of thoughtful, committed citizens can change the world.

Indeed, it is the only thing that ever has.

These words by Margaret Meade may both best exemplify the efforts of our growing patient experience movement and in some ways now mischaracterize what is truly happening. What has evolved in the last decade, grounded in a rich history of patient’s rights and patient advocacy and catalyzed by the perfect storm of policy, technology, access to information and shifting expectations, is both a new sense of power and increased accountability to change the very conversation of healthcare itself. No longer are people in and engaging with healthcare systems globally sitting idly by as passengers, but rather with each passing day more and more are raising their voices on their own needs, expectations and perspectives. And while this may challenge many long standing traditions of HOW, specifically, the art of medicine was practiced, in fact, this emerging perspective may fundamentally underline the WHY of healthcare found at its very beginnings.

This premise, that we are reigniting our focus in healthcare on human beings caring for human beings, is at the heart of the growing patient experience movement. We are no longer just a small group, but an expanding community of committed people, both those experiencing care and those providing it. Yet in this effort there remains the need for sparks of progress and the dynamic tension that continues to push us past complacency to the new edges of this movement.

That very thing happened in the last year when a group of patient experience leaders associated with the Institute raised the critical issue of ensuring their voices and the voices of those they cared for were more actively engaged in shaping the very policy under which they were expected to act. From that inspiring discussion evolved an initial gathering held just last week to begin and expand a dialogue on what a stand on engaging in patient experience policy can and should look like. This meeting on creating a framework for patient experience policy brought together a range of rich and diverse perspectives, including patient and family voices, healthcare and patient experience leadership, organizations and institutes who have committed years to expanding this dialogue in healthcare for patients and families, caregivers and physicians and the policy framers themselves.

The purpose of this gathering was to act as a jumping off point for an expanding and inclusive conversation on the importance of engaging all voices in policy related to patient experience. The meeting served as a working session for shared discovery and creation and reinforced the importance of active engagement in driving policy decisions in our healthcare system today. As a result of the group’s work, critical priorities were identified with a shared recognition that this was just the first step in how these topics should be addressed. The priorities and some initial thinking around each include:

  • Value – What is the value of a true commitment to patient experience?
  • Patient/Family Voice – How do we give clear and strong opportunities for the voices of the healthcare consumer to be heard?
  • Measurement – How do we ensure we are measuring what matters in ways that are both of value and minimal burden?
  • Alignment – In what ways can we ensure coordination across the continuum of care so efforts reflect the totality of experience, not just distinct segments of it?
  • Transparency – How can we expand the opportunity beyond just posting scores and cost to access to information and understanding of healthcare itself?
  • Professional Education/Workforce Development – In what ways must we rethink training healthcare professionals to ensure a shared understanding of experience and a focused commitment to action?
  • Healthcare Teams/Employees – How do we reinforce our commitment to those who have chosen to care for others, reinforce resilience and tackle compassion fatigue and burnout?

From this effort and alignment around these priorities, emerged a strong sense of both connection and purpose among the participants and their respective organizations. There was also an acknowledgement that this emerging coalition for patient experience policy had a great deal of work ahead. Perhaps the most important recognition of the gathering was that we are just at the beginning of this effort, and for all the voices that could fit in this small room, there are many more to still be engaged across the spectrum of healthcare.

This is where everyone who inspired this initial step, everyone who participated in this first gathering and all who are yet to engage in this effort now stand. At the edge of a new and vital frontier of bringing voice to ensuring healthcare remains true to its purpose. In a landscape of political churn and often competing organizational priorities by many of the interests who often capitalize on the healthcare system, this group and each and every one of you engaged in the patient experience movement have to put a stake in the ground that our voices and these issues are vital to where healthcare moves.

This is not to say there are not current efforts underway to address some of these very priorities today, but more so we believe with collective and clear voice the opportunities for impacting healthcare for all it encompasses is even greater. And with great thanks to the catalysts of this conversation, the participants in this gathering and to all of you who will move this effort forward, that is the opportunity before us. I can think of no greater or important journey we can be on together than that of ensuring the best we can as human beings caring for human beings.

If you are interested in actively participating in or staying up to date on the patient experience policy effort, you can provide your contact information via this link: https://www.surveymonkey.com/r/PX_POLICY.

 

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

Tags:  healthcare policy  leadership  professional education  stand  state of patient experience  value 

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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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Become a Leader in the Patient Experience Movement

Posted By Stacy Palmer, Tuesday, August 5, 2014
Updated: Tuesday, August 5, 2014

I recently received a note from a new member who is early in her career and looking for ways to maximize her membership to get "plugged in” to the Institute and gain credibility within the patient experience community. We get questions like this often. While passionate about getting involved in the patient experience movement, many of our members aren’t quite sure how to get started.

To help, I want to share the suggestions I gave her. I believe they are applicable for patient experience leaders at any stage. First, leadership is not about years of experience. It’s about influence (and willingness to contribute). While healthcare has been around for centuries, a focused patient experience movement is still taking shape at all levels of healthcare organizations. To "plug in” and be a leader, you need to do one thing – share.

The power of sharing is what The Beryl Institute community is built upon and in doing so people reap even greater benefits themselves. Leadership in our movement is grounded in a generosity of spirit and contribution, collaboration and openness.

 The Beryl Institute offers many ways for you to share and be active participants in the patient experience movement.

  • Get engaged in the conversation. That's the best way to share what you're doing and learn from others. We have Patient Experience Leaders and Patient Advocacy listservs that are very active. Be sure to sign up for those and respond to questions and/or pose your own. And when you find something that’s successful in your organization – share it through a case study.

  • Attend a live event. We have a very engaged, energetic community and they love meeting and brainstorming with new people. It's also a great chance to find a mentor. We have two Regional Roundtables coming up in October - one in Boston and one in Seattle. And Patient Experience Conference 2015 will be April 8-10, 2015 in Dallas. If travel is a concern, you can talk to other members via phone on our monthly topic calls.

  • Immerse yourself in the PX Body of Knowledge (BOK). It's a community-driven framework highlighting the 15 domains critical for an effective PX leader. We currently have courses available for 8 of the 15 domains with the other 7 coming soon. You can gain lots of information from other resources available through your membership, but I always recommend the BOK courses to people looking to establish a solid foundation.

One of our members recently commented that he views his involvement with The Beryl Institute as much more than a membership. He believes his engagement is a bigger statement supporting the patient experience movement. His outlook exemplifies the passion we see everyday from the community.

In fact, I am constantly amazed by the eagerness of our members to contribute, get involved and truly become leaders in the movement. With over 60 members on our boards and councils, subgroups like the Patient Advocacy and Physician communities, and regular contributors to our guest blog, case studies and On the Road program, those desiring to be thought leaders in this critical movement have a place. You just need to choose to engage.

And for the many of you already involved in The Beryl Institute who want to do even more to support the movement, my advice to you is the same: share. One of the greatest ways to be a leader in the patient experience movement is to pass along a story, case study, research report or other resource that might inspire those around you to look at their roles differently, to see the impact they can have on creating the best possible experience for patients, families and caregivers. Simply, share. 

"Don't judge each day by the harvest you reap but by the seeds that you plant.”  - Robert Louis Stevenson


Stacy Palmer

Vice President, Strategy and Member Experience
The Beryl Institute

Tags:  community of practice  Field of Patient Experience  healthcare  improving patient experience  Interaction  Leadership  patient  patient engagement  Patient Experience  Patient Experience Conference  service excellence  thought leadership 

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Why We are ALL the Patient Experience!

Posted By Jason A. Wolf Ph.D., Tuesday, June 3, 2014
Updated: Tuesday, June 3, 2014


"We are ALL the patient experience” is not just the theme that underlined Patient Experience Conference 2014; I would offer it is an idea that must be central to patient experience improvement and the patient experience movement overall. I am encouraged by the increasing acknowledgement that it takes all players in the healthcare marketplace, across the continuum, through the established hierarchies, and from patient & family, to caregiver, to community to ensure the best in experience.


This was exemplified during my On the Road visit just last week to Cape Regional Medical Center that will be published later this month. What I found was an institution that understood and acted fully on what community meant and, in doing so, engaged staff, physicians, leadership, patients and families in collective efforts to provide the best in experience.

I am often asked for the quick list of solutions to drive patient experience excellence or the checklist of actions that will lead straight to success. What my visit to Cape Regional reinforced, and what I have learned from so many other institutions, is that there is no one path to patient experience nirvana. Actually, I think we could all identify many core tactics that would help support improvement efforts. There are truly no secrets in this work (or at least there should not be). In fact I would challenge any organization that claims to have the secret recipe, be they provider or consultant, to examine what is truly distinct or unique about their efforts, and highlight, market and sell around that premise – not as an ultimate solution, but as a piece of an intricate puzzle. I believe there are practical ideas and innovative solutions we can learn from one another and, in fact, that is what I hope to reinforce.

A strong patient experience effort must be built on a patchwork of ideas, with a foundation of commitment across roles and responsibilities. While patient experience may be (and we encourage it should be) led by an individual or partnership of leaders, it can never be fully executed in isolation. In fact if we believe that at its core, experience is about the interactions that take place between two human beings around issues related to quality, safety, service and even improvement, then we must acknowledge the simple, yet powerful point that we are all the patient experience.

The implications for this understanding are significant and the imperative for supporting action is clear. Successful organizations driving patient experience improvement, and sustaining it, have worked hard to:

  • Develop and support leaders at all levels, in all roles, across all functions
  • Equip people with direct and easy access to the broadest amount of relevant and actionable information possible
  • Build solid partnerships with those they serve through active patient and community engagement
  • Build recognition and performance plans in direct alignment with experience objectives
  • Create a sense of shared ownership and reinforce accountability for ideas developed and actions taken

And the list could go on as you build an integrated effort.

You see, improving patient experience and the effort it requires must be owned by all and every individual most often impacts experience at the moment of a simple encounter. This means we must prepare these individuals to act. It is for this very reason that we introduced a simple, but comprehensive Institutional membership access to The Beryl Institute this year. This membership offers healthcare facilities of all sizes and purposes the broadest access for the most individuals in their organization. It provides information, education and accountability across the organization’s community. We have seen organizations with front line nurses to senior leaders and patient and family advisory council members to physicians engaged in accessing community resources and, in doing so, contributing strong ideas as well.

It is in our ability to engage the broadest range of voices through which we can find the best in experience outcomes. I encourage you to provide the opportunity for leadership to emerge, for new ideas to be fostered and for proven concepts to be shared. I know at the Institute we are committed to ensure you have the platform on which to build those efforts every day. Here is to all each individual contributes to the best in experience and for the rallying cry that moves us forward: We are ALL the Patient Experience!

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

Tags:  accountability  efforts  employee engagement  improving patient experience  Leadership  Patient Experience 

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Reigniting our Intention for Patient Experience Improvement

Posted By Jason A. Wolf Ph.D. CPXP, Tuesday, April 1, 2014

In just the last few days I had the privilege of spending time with the team at Cincinnati Children’s and then speaking with caregivers, staff, patients, family and community members as part of the Ontario Ministry of Health’s Central Local Health Integration Network Quality Symposium. While vastly different organizations and experiences that crossed an international border I was struck and even moved by the passion and commitment I see growing around the patient experience.

This is no better exemplified then by the growth of our community at The Beryl Institute and the efforts that have been inspired by each of you. The dialogue on patient experience improvement is growing, not just due to surveys, or even at-risk dollars (though we would be mistaken not to acknowledge its influence). It is not just driven by shifts in policy or even an emerging consumer mindset that has brought the concept of personal choice to healthcare decision-making. We may best describe it instead, by the "perfect storm” of personal awareness, professional passion, and external influence all culminating in this moment. And this is your moment as an individual committed to patient experience improvement.

This culmination guides what we have been inspired to create through our community and in the coming weeks will make available to support this powerful intention. My hope as a servant for the needs of the over 20,000 members and guests of The Beryl Institute and the countless others committed to this movement is that we provide the framework, resources, learning and connections to foster continuous motion.

We start in just a few days with Patient Experience Conference 2014, a physical gathering to engage with one another in learning, sharing, challenging and inspiring efforts. It will be soon followed by Patient Experience Week, a new annual event, inspired by members of the Institute community, to celebrate healthcare staff impacting patient experience. Taking pause during this week provides a focused time for organizations to celebrate accomplishments, reenergize efforts and honor the people who impact patient experience everyday.

In the midst of these major events, are two dynamic resources designed to support the very intention I see burgeoning. The first, the release of the initial Patient Experience Body of Knowledge learning modules, brings this community effort guided by almost 500 voices to its next stage, in providing core learning for current and aspiring patient experience professionals. From this focus on practice we will also see a push for greater research with the launch of Patient Experience Journal (PXJ) and its Inaugural Issue bringing together the voices of academic and practical research from around the world to inform and even challenge our work.

In the weeks ahead, and in the weeks and months beyond, our task together must be to refresh, renew and reignite our intention through these and other efforts. The task at hand may be no simpler, yet never more complex. Your work as champions of patient experience is a relentless effort of doing what is right in every moment. Consider this a rallying cry in a month where powerful people and strong efforts will collide in great possibility. So what can you do about it? I offer:

  1. Acknowledge that whatever role you play, what every title you hold, whatever resources may be at your call, you are a leader for patient experience improvement.
  2. Recognize that complexity may be our greatest foe in dealing with what at its core is our commitment as human beings caring for human beings – keep it simple, that is where great power can be found.
  3. Commit to engaging others in your efforts – be it the voices of patients and families, the insights from community, the experiences of peers or colleagues. While at times it may feel lonely on this journey, know there are so many more carrying this passion with you.
  4. Focus relentlessly on where you can make a difference; the operative concept being there is a place that each and every one of you has a difference to make.
  5. Don't let complacency be the enemy of your intention; yes there are now scores to earn, objectives to achieve, targets to shoot for, but don't be afraid to do what you know is right in the end.

The team at Cincinnati Children’s reinforced what I have seen on many On the Road visits and the participants in Ontario exemplified it in their efforts. We all have a vested interest in improving patient experience – be it for ourselves, our loved-ones, our friends, or our communities. This is a cause worth working towards and one in which I hope we will always remember the power of strong and true intention.

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

Related Body of Knowledge courses: Organizational Effectiveness.

Tags:  body of knowledge  central LHIN  choice  Cincinatti Children's  culture  global healthcare  HCAHPS  healthcare  improving patient experience  intention  Leadership  patient  patient experience  Patient Experience Conference  patient experience journal  patient experience week  pxj 

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