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Announcing PX Connect: A New Member-Powered Virtual Patient Experience Community is Coming

Posted By Denise R. Weathers, Wednesday, September 20, 2017

The idea of community aligns strongly with the definition of patient experience that asserts patient experience across the entire continuum of care. This means to provide a true experience, you must think well beyond the physical nature of your facilities or practices to recognize the experience resides in the network of people that surround and are connected to your organization, both near and far. This is at its heart, the essence of experience. The experience you provide is a community story and one you must be willing to acknowledge, address and oftentimes, share.

The essence of patient experience thrives in much bigger ideas of community, which is why we have worked effortlessly in creating a true community of practice in The Beryl Institute itself. We recognize, through observation of the listserv discussions and feedback from member surveys, our members are seeking the option to engage with peers in a more personalized manner according to specific special interests, as well as an enhanced organized, streamlined way to discover, share and connect. As the Institute continues to grow and evolve, so does the communication and engagement needs of its patient experience member community. 

We listened and PX Connect, the Institute’s newest enhanced virtual patient experience community benefit, is coming soon, replacing the current PX Listservs.  Exclusively for members, this powerful virtual community will enhance the ways you engage, share and learn with the Institute’s patient experience community around the world. It has been designed with a simple focus: to share special-interest knowledge and resources through connection with your peers and other healthcare organizations focused on patient experience efforts to foster the creation of strong national and global networks.

The PX Connect community, will allow members to:

  • Easily search for content, viewing calendars of events and deadlines.
  • Share challenges and best practices in real-time.
  • Get direct access to current information and timely news. Search and contribute to the powerful Library of patient experience resource models and samples designed to generate ideas and save your peers and you time from reinventing the wheel.
  • Stay connected with participating Patient Experience Conference attendees and Learning and Professional Development course classmates.
  • Engage with committee members real-time.
  • View community content on any screen size or mobile device.
  • Receive special recognition for contributions to the PX Connect Community.
  • Create an instant infrastructure for patient experience communication across systems enabling their staff, key stakeholders, patients and family members to virtually engage, network and share knowledge through a private online community platform (Exclusive to Organizational Members).
  • And more!

The PX Connect community will support your patient experience resource solution needs—and to celebrate and share in your patient experience victories. The community will also provide you with a virtual high-five and a shared laugh.

Thank you for your continued support of the Institute. Membership with the Institute shows that your organization is committed to creating market distinction by supporting a culture where staff at all levels have access to patient experience resources, show their understanding that patient experience is an integration of quality, safety and service and display a commitment to provide the best in outcomes for those in our care.

If you have any questions about your membership, or wish to have your organization join our patient experience community, please feel free to contact me at denise.weathers@theberylinstitute.org.

 

Denise R. Weathers
Vice President, Membership
The Beryl Institute

Tags:  community  connection  member benefit  member value  membership  networking  px connect 

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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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Strengthening the Field of Patient Experience: The Journey to Certified Patient Experience Professional (CPXP) Preparation

Posted By Deanna LW Frings, Friday, April 7, 2017
Updated: Sunday, April 9, 2017

Reinforcing The Beryl Institute’s commitment to framing and expanding the field of patient experience, we held the first CPXP preparation workshop last month in conjunction with Patient Experience Conference. The foundation for this preparation course began years earlier with the development of the Patient Experience (PX) Body of Knowledge, one of the most significant illustrations of our community of practice model at work.

The PX Body of Knowledge is a community-developed framework capturing the knowledge central to the role of all healthcare leaders supporting patient experience. Over 400 individuals from 10 countries contributed to its development resulting in a broadly accepted set of 15 domains and associated skills. This work reinforces the concepts central to patient experience and provides a clear foundation of knowledge that supports the development of current and future leaders.

A guiding principle of this work is that the outcomes are grounded in the voice of the field and fundamental to any leadership role in today’s healthcare environment. It represents an important step in The Beryl Institute’s commitment to support leaders and organizations in today’s healthcare environment.

Using the Body of Knowledge framework as a guide, 15 courses were developed and made available in the summer of 2015. To date, over 400 individuals have engaged in completing the courses and over 200 people have achieved a certificate in Patient Experience Leadership or Patient Advocacy.

In recognizing the need to not only provide knowledge, but also create a foundation to certify professionals in the field, Patient Experience Institute (PXI), our sister organization, developed a psychometrically developed and validated examination process to become a Certified Patient Experience Professional (CPXP).  In December 2015, PXI launched the first inaugural CPXP examination and as of December 2016, 290 individuals have earned their designation as CPXPs.

With these two major milestones, (PX Body of Knowledge offered through The Beryl Institute and CPXP, offered through PXI) we felt there was a need and opportunity to support our community and aspiring CPXPs by providing a preparation course for those seeking CPXP Certification.  Using the Body of Knowledge course content and facilitated by the BOK faculty, 36 individuals participated in the first in person course offering held in conjunction with Patient Experience Conference 2017. It was an exciting moment seeing individuals with a variety of healthcare experiences from across the continuum of care participate in this interactive workshop. There were even a few individuals in the course currently not working in healthcare, but hoping to one day contribute to the patient experience movement in a future healthcare role. One participant shared, “I have a much clearer direction on how to prepare and a greater sense of confidence, having participated in this prep course.”

Achieving this milestone is an exciting and incredible reminder of how far patient experience has come. At the Institute, we understand and are committed to evolve our learning framework recognizing we have seasoned veterans in roles such as Chief Patient Experience Officers to those just entering the field and a range of individuals in between. If we believe all who work in healthcare are the patient experience then we understand we must continue to look for ways to support both individuals and organizations in their journey to provide excellence in experience.

Tags:  certificate program  certification  cpxp  framework  learning  networking  professional development  workshop 

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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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Patient Experience Matters

Posted By Jason A. Wolf, Ph.D., Tuesday, April 7, 2015
Updated: Tuesday, April 7, 2015

As the final hours before Patient Experience Conference 2015 count down, I am reminded of the importance of the journey we have set out upon. When we work, as one community, encompassing a diversity of thought and experiences, on a cause so central to healthcare – the experience of all in our global system of care – only good things can happen. For so many committed to the best in experience for the patients, residents and families they serve – be they the almost 35,000 members and guests of The Beryl Institute Community, the readership of Patient Experience Journal from over 100 countries, the volunteer leaders and content contributors, writers, tweeters, caregivers and support staff around the globe – we often find ourselves in small pockets of people, likeminded in purpose and focus. Tackling this work in small bands spread far can at times be exhausting, even knowing you have the support of the thousands in our virtual community. 

I, too, know that there is power in the ability to come together and recall the words shared by a participant in the closing conference discussion session we held at the end of our first patient experience conference now five years ago. (Yes, it was intimate enough we could all have one discussion.) That person stood, with the polished, but worn glean of a conference well spent, of learning gained and new connections made, and said "I now know I am not alone.” It was a profound and awakening statement that has been a fundamental root of our last five years in growing the Institute community. First, that you, as professionals or as patient or family members, are not alone on this journey and second, there is a place you can come to connect, find support, contribute, be vulnerable, breathe, smile and grow. But more so, there is a special moment when you can do that with one another together at Patient Experience Conference.

I have heard some call the event a family reunion and others call it the recharge they needed from a year of draining work. In all descriptions, I have heard something underlying it all – Patient Experience Conference, while a "conference” in title, is nothing like any other healthcare conference experience you can or will have. Others may have summits, conferences or symposiums with the requisite healthcare structures, protocols and learning. From that we do not differ, but what you do find are the people and the connections that last well beyond just three days a year.

Since our first Patient Experience Conference, I have opened reinforcing that important point – that in looking around the room, the power of our time together is in more than lessons shared, PowerPoints projected or even compelling stories told. It is in the gift of being together, of those around you, and all you and they have to offer. When we spend the next three days in Dallas, that will happen once again. Together, we will create a gathering not meant to highlight one organization or a specific product, but rather bring life to an event that is committed to the very idea that is at the heart of the importance I mention above. Simply stated, patient experience matters.

It matters because it touches the lives of so many leading to quality, safe, service-focused encounters conscious of cost, committed to outcomes, open to all voices and intent on nothing but the best for all we care for from healing to the fate of spending one’s last days in dignity. You see, we are all the patient experience. So I, too, look forward to the next few days ahead, but in highlighting their importance, return to a point so central to our work. We are not in this alone, and there is a community to support you every day of the year. I am proud of what we – our community of committed leaders around the world – have created, humbled by the cause we have taken on and inspired by all I know we have yet to do together.

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

Tags:  engagement  family  networking  patient experience  Patient Experience Conference 

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Encouraging Conversations on Patient Experience Excellence

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

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

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

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

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

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

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

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

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

Jason A. Wolf
President
The Beryl Institute

Tags:  community of practice  connection  engagement  networking  patient experience 

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You are the Patient Experience: A Reflection

Posted By Jason A. Wolf Ph.D. CPXP, Tuesday, April 2, 2013
Updated: Tuesday, April 2, 2013

In just two weeks, hundreds of healthcare leaders, resource providers, patients and family members from around the world will gather together at Patient Experience Conference 2013. This annual gathering continues to amaze me, for while I get to take part in the organization and preparation with an incredible team of planners and volunteers, what happens during these days together is still, in many ways, a surprise.

Why is that, you ask? It comes down to a simple philosophy we work hard to ensure permeates our community at The Beryl Institute each and every day. With as many resources as we continue to provide – from papers, to case studies, On the Road visits to research – and our commitment to be the global community of practice and premier thought leader on improving the patient experience, we fundamentally believe the greatest power in our community is the connection and sharing with one another. That is what makes the annual gathering of patient experience leaders so powerful; it is grounded in the learning from and connection with one another and provides a new level of support for what many can feel at times may be a very lonely and challenging adventure.

No one person, organization, provider or vendor "owns” the patient experience and they should not claim to; rather it is ALL of the people who live it, struggle with it, work to improve and yes experience it every day, who do. It is you who truly are keepers of this movement. You are the patient experience. I see our job to create the space for this to happen, provide the information from which you can learn and fundamentally encourage the connections that will help all of us ultimately improve.

In my March Patient Experience Blog, Why Community Matters in Improving Patient Experience, I suggested, "…to provide a true experience, you must think well beyond the physical nature of your facilities or practices to recognize that experience resides in the network of people that surround and are connected to your organization, both near and far.” I would suggest that in the call to action to address the patient experience we remember this fundamental point. This is what also has me encourage people to get engaged, be part of the community, contribute and learn from one another. It is why at the Institute we have launched our Voices of the Patient Experience series to start this year from the perspective of executives, the front line, healthcare students and patients and family members and why we are ensuring patients and family members can participate in Conference 2013 (#patientsincluded).

I also share these thoughts with a new perspective on this passion, from that of a patient and family member myself. Personal experience has led me to spend time (and as someone committed to patient experience, observe the experience) in an emergency department and primary care setting, and has blessed me with the chance to encounter the preparation and expectation setting that happens with both physician and hospital in anticipating the arrival of your first child. These personal encounters have reminded me that each and every one of us committed to this work are also (or will be) that patient or family member.

I share all of this to reiterate my central point, if we are committed to improving patient experience, to ensuring all voices are heard, to providing the best in quality, safety and service, then the opportunity we have and must take advantage of is to tackle this not alone, but as a true global community. Whether in person at Patient Experience Conference, on a call or via an electronic network, the impact that we can have is only heightened through our connections. I encourage your engagement and I urge your sharing. This is an effort worth every moment we spend. I most look forward to all that will still emerge as a surprise!

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

Tags:  community of practice  global healthcare  healthcare  improving patient experience  Leadership  networking  patient  Patient Experience  Patient Experience Conference  team  thought leadership  voice 

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You are not alone in addressing the patient experience! Expanding your capacity and impact is your choice.

Posted By Jason A. Wolf Ph.D. CPXP, Tuesday, May 3, 2011
Updated: Tuesday, May 3, 2011
This April, leaders from across North America joined together to engage in a dialogue on the critical importance of the patient experience in our healthcare systems. The gathering at The Beryl Institute Patient Experience Conference 2011 was headlined by top healthcare executives from such places as UCLA and Henry Ford Health Systems and speakers from healthcare organizations across the continent. While the content was unparalleled and the learning well received, what emerged as the most profoundly important takeaway was the connections made and the network of peers formed.

In reading post conference evaluations one comment seemed so personal and touching it cased me to pause for a moment. The words on the page were simple:

"I'm not the only person struggling with how to make the patient experience better.”

In reading this statement I realized that while we can talk about the patient experience in a collective way, it is truly an individualized experience in each organization and facility.  According to The Beryl Institute’s recent benchmarking study, patient experience was deemed a priority by almost 800 healthcare executives, yet they lacked definition and a clear path forward. Beneath the data what I saw was 660 healthcare organizations that have taken it upon themselves to, in their own way, tackle this issue.

For the amount of time we each work to address patient experience in our own facility, many individuals have done the same. They have tried new ideas, and created others, failed terribly and succeeded wildly. What lies beneath these efforts is an even greater opportunity for shared learning and connection. It is the chance for those of us in healthcare to collectively see improvements in the experience of our patients, their families and in the communities we serve.

No…you are not alone!  But you must be willing to take the step to connect with and engage others. While the Patient Experience Conference was a microcosm of how this can be done, it is creating your own network of peers where the connections created, energy unleashed and shared passion realized at events like the conference can be experienced all year round. This was poignantly observed by an attendee who said, "Everyone in attendance wants to see a shift for the better within the industry, this is not one of those conferences where everyone is trying to prove their own magnificence, rather everyone is trying to come together and make a significant difference in Healthcare as an industry.”  This is the opportunity we have and the difference we can make in coming together each and every day.

I believe that most (if not all) of us chose to take on addressing patient experience for more than simple competitive advantage. It is and continues to be a much higher calling.  One in which the collective energies of many will far outweigh the attempts of one. The connections and resources you gain from choosing to reach out to others will help you realize even greater success.

Therefore, I would assert that being alone in this work is also a choice, one that may serve ultimately as a roadblock to progress.  In the end, you are alone in addressing the patient experience, only if you choose to be.  I challenge you to find others with which to take this journey. That may be the most important choice you make in your journey to improve the patient experience.

Jason A. Wolf, Ph.D.
Executive Director
The Beryl Institute

Tags:  improving patient experience  networking  Patient Experience  service excellence 

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