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How are YOU doing?: Uncovering the needs of those we serve

Posted By Michelle Garrison, CPXP, Tuesday, February 11, 2020
Updated: Monday, February 10, 2020

We want to thank everyone who participated and shared their comments and suggestions in our first annual Community Needs Assessment launched in December. Moving beyond our standard member survey questions asked in the past, we grounded the assessment in the opportunity to learn what you, our community, needs and wants and what really matters to you in your experience efforts. At the same time, we wanted to understand how well we are meeting these needs and where The Beryl Institute can improve to better support you in a more meaningful and impactful way.

The Consumer Needs Assessment asked these questions which helped identify key challenges and additional needed support:

  • How are you feeling about your experience efforts?
  • What resources do you need to raise your score?
  • What specific problems or opportunities are you trying to address?
  • How can the Institute best help you in addressing those needs?
  • Why is this community important to you?

How are you feeling about your experience efforts? What resources do you need to raise your score?

Two themes emerged from this question. First, we were pleased to learn that the majority of the community feels optimistic about their experience efforts. This indicates that the field of practice is developing in a positive direction. Second, some organizations expressed that their improvement efforts could be enhanced with additional resources that address raising scores and how to sustain current scores. Other suggestions for key resources necessary to improve experience efforts included defined organizational strategies, leadership support, staff buy-in, a focus on patient and family engagement, education and training, time and opportunity to execute on the work. What resources to you need to raise your score? Resources that were identified as essential to raising scores directly correspond to the Institute’s Experience Framework, which identifies eight strategic lenses through which any experience endeavor should be framed. In particular, the community expressed great interest in additional resources around culture and leadership, staff and provider engagement and patient and family engagement.

What specific problems or opportunities are you trying to address?

With the many perspectives across the continuum of care represented in the assessment, we saw a variety of challenges and opportunities being addressed. People are addressing the need to elevate what patient experience means not only for staff but also leadership and to raise awareness that patient experience is everyone’s job across the organization. Parallel to this was the opportunity to improve customer service and staff communication skills. Additional challenges spoke to addressing patient access and care coordination. There is also an awareness of the need to engage a broader range of voices, engaging patients and family members and integrating patients in all the work that is being done. Many people reported being in the process of solving challenges but needing to create strategies that promote staff accountability and sustainability.

How can the Institute best help you in addressing those needs?

With this question, we learned more about the value that you have found in our current resources including webinars, white papers, PX Connect community and events including Patient Experience Conference and also how we could improve on and expand the resources available. Recommendations included sharing more best practices, offering short key learnings, providing summaries or infographics for white papers and webinars, expanding the focus beyond hospital-based resources, local networking events and more opportunities for virtual connections. With the many resources available through the Institute, we recognize it can be a challenge to locate the resources you might need. One source that can assist you with getting connected to the tools you need to guide your experience efforts is the Experience Assessment.

Why is this community important to you?

As we reviewed the responses, we were humbled to read the comments about why people find the community important to them. Many of you shared how important the resources to support experience efforts are to you and expressed your appreciation for a community that reinforces the importance of experience in the overall healthcare conversation. The community finds value in making connections and learning in partnership with others who face similar challenges and developing solutions to address them.

As we look ahead, we are committed, inspired and excited to continue to provide a place for you to learn, network and engage, and you can look forward to our continued focus on providing and improving resources, learnings and engagement to support you, your organization and your community on your patient experience journey.

The work we do here at the Institute is possible due to this passionate and engaged community. We look forward to working with you and will share additional opportunities for engagement and sharing through volunteer opportunities, such as virtual focus groups, where we can gain your insights on exciting new projects and resources.

We thank you for your comments and suggestions. If you have any additional thoughts, feedback or stories to share, please don’t hesitate to contact us.

 

Michelle Garrison, CPXP
Vice President, Membership
The Beryl Institute

Tags:  accountability  community of practice  experience efforts  leadership  organizational strategies  patient family engagement 

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The PX2017 Call for Submissions Tells Its Own Patient Experience Story

Posted By Deanna Frings, Monday, October 3, 2016
Updated: Monday, October 3, 2016

As we prepare to announce the Patient Experience Conference 2017 program this week, it occurs to me there is an important story to be told. The organizations represented, the content shared and the volume of submissions received is a microcosm of what we believe to be true about the patient experience movement.

First and foremost, we were humbled, honored and overwhelmed to receive a record number of submissions. The sheer volume informs us there is a lot of incredible work going on in healthcare to improve the patient experience. It echoes what we learned from the 2015 State of Patient Experience Study. Patient Experience matters and it remains a top priority for healthcare organizations with no sign of slowing down. It is a testament to this incredible community and all you are doing to positively impact experience excellence. 

As the largest independent, non-provider or vendor hosted event, Patient Experience Conference brings together the collective voices of healthcare professionals across the globe to convene, engage and expand the dialogue on improving patient experience. Our goal at the institute is to offer a program that is diverse in content and inclusive in perspective. The submissions received represent an amazing collection of relevant, innovative and tangible ideas that will benefit those at the beginning of their journey as well as those with extensive experience. The submission content received and the sessions available on the program are a living embodiment of what we are and what we have come to believe about patient experience and the movement. 

We believe strongly that experience impacts clinical and financial outcomes, consumer loyalty and community reputation. In addition, we view the patient experience as an integrated experience that includes personal interactions, operational processes and superior amenities with people (patients, residents and family) at the center of all we do. When evaluating the experience received, consumers include the totality of the experience inclusive of clinical, safe and compassionate care. And finally, patient experience touches every aspect of how we define the patient experience reinforcing its four key elements regarding the power of interactions, the influence of culture, the impact on perceptions and how it touches across the continuum of care

I would be remiss if I did not highlight an important aspect of the conference that reflects the evolution of patient and family involvement beyond asking them to fill out surveys. We know across the country healthcare organizations are involving and engaging patients and families in being partners in critical decision making. Patient and Family Advisory Councils are becoming a norm in healthcare and we are honored that a number of patients and families will be presenting at the conference. 

We are in awe but not surprised that this amazing community has once again demonstrated its passion, commitment and dedication in taking the time to write their compelling story in hopes of sharing it with you during the three-day conference event.  For those in attendance, we have no doubt you will have the opportunity to engage with your colleagues on all of what is the patient experience.

In closing, we want to thank all of you who submitted a proposal for the conference. We know that for those not selected it may have come with some disappointment.  But, the conference is but one event, one opportunity to share and network. We look forward to exploring other mechanisms to share what you are doing to positively impact the experience for all.

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

Tags:  community of practice  Patient Experience Conference  patient family engagement 

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