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Supporting the Expanding Field of Patient Experience

Posted By Stacy Palmer, Thursday, June 9, 2016
Updated: Thursday, June 9, 2016

This week we opened the call for submissions for Patient Experience Conference 2017. It will mark the seventh official year for this event, the annual gathering bringing together the collective voices of healthcare professionals and patients/families across the globe to convene, engage in and expand the dialogue on improving patient experience. 

Each year we’ve seen significant increases is conference participation, with almost 1,000 people gathering in Dallas this past April to share, learn and network with one another. Similarly The Beryl Institute community itself continues to grow, now made up of over 45,000 members and guests from 55 countries. We believe this growth signifies the expansion of the patient experience movement. Leaders are realizing a focus on experience is a necessity for survival in the ever-changing healthcare environment.

We’ve watched the field develop with some organizations now appointing Chief Experience Officers to guide efforts and strategy. Patient Experience Institute, a sister organization of The Beryl Institute, has established a formal designation for Certified Patient Experience Professionals – and over 140 organizations now have one or more CPXPs on staff. Hundreds of individuals are expanding their professional development through the PX Body of Knowledge certificate programs. And Patient Experience Week was established to celebrate those who positively impact experience every day. 

Without a doubt, the field of patient experience is expanding.

This expansion continues to change the dynamics of The Beryl Institute Community. When we began as a membership organization in late 2010, most of our members were just getting started on their patient experience journeys. They were incredibly willing to share the successes and struggles along the way – which led to the abundance of community-developed content that exists and continues to grow today.

While we’ll always offer resources, support and encouragement to those beginning their efforts, we must continue to elevate the conversation to also support those further along on their journeys. Many of you are now looking to the community for information on how you can take things to the next level. How do you sustain your programs? What can you do to develop deeper engagement opportunities with patients and family members? How can you bring down silos that exist within your organization? How do you integrate social media into experience efforts?

The expansion of the field and our commitment to provide the breadth and levels of content needed to support the community led us to a significant change in the conference call for submissions process for 2017. As you complete the submission form for a standard breakout, mini session or poster – and we invite you to consider doing so – you’ll be asked to identify the development stage for your content, specifically your submission is ideal for individuals with:

  • Minimal knowledge and experience. Looking for some basic information, key principles and "how to’s” on the subject.
  • Working knowledge and some proven experience. Looking for breath or depth in the subject, how to sustain and engage others and/or dealing with resistance to change on the subject. 
  • Authoritative knowledge and proven success. Looking for advanced knowledge and examples to evolve their understanding and practice on the subject. 

This is the scale our Learning and Professional Development team considers regularly as they develop content for our webinars, topic calls and other resources, and we're excited to now apply this process to Patient Experience Conference. This information will guide our volunteer reviewers and conference planning committee to develop a well-balanced program that meets the needs of participants at all levels. We’ll identify sessions as beginning, intermediate or advanced so you can make the most-informed choices on what sessions you will attend to customize your learning experience. 

It’s important to acknowledge, however, that levels of learning can be both subjective and cyclical. Organizations who once excelled at certain facets of patient experience may find themselves slipping in that area over time and in need of a basic refresher. And organizations just beginning a patient experience journey might have certain areas in which they already perform well ahead of the curve. There will always be a need to support all levels of development and we are committed to sharing that breadth of resources.  We thank you in advance for your contributions to the community. Sharing your story and knowledge truly represents the core idea that we are ALL the Patient Experience!


Stacy Palmer
Vice President, Strategy and Member Experience 
The Beryl Institute
 

Tags:  collaboration  commitment  community  community of practice  engagement  Field of Patient Experience  global healthcare  healthcare  improving patient experience  patient  patient engagement  Patient Experience  Patient Experience Conference  service excellence 

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Reflecting on the Field of Patient Experience

Posted By Deanna Frings, Tuesday, April 5, 2016
Updated: Tuesday, April 5, 2016

I was recently invited to participate in a panel discussion on the topic of talent and the patient experience at an event for healthcare human resource professionals.  The event says so much about how far we have come in our understanding of what it takes to support patient experience excellence and this emerging field.  Preparing for this event gave me the opportunity to step back and reflect on the field of patient experience. 

Prior to joining the team at The Beryl Institute, I was a member of this global community of practice and attended the PX Conference in 2012.  It was here that I first heard about the Patient Experience Body of Knowledge, a framework of 15 broadly accepted domains reflecting the knowledge and skills of a patient experience professional.  

As I sat listening to the details of the framework and how it came to be, I was thrilled not only because over 400 individuals from 10 countries contributed to its development but it was the first time I began thinking about what I did as a growing profession, a field of practice and an emerging field.  I had something concrete to take back to my own organization that so clearly framed this field of patient experience and defined its core ideas.  

You see, my entry into patient experience started like many across the country.  I was asked to be part of a committee within my health system charged with implementing tactics that would improve our patient satisfaction scores.  Over the next several years, that committee membership evolved to a dedicated role as the Director of Patient and Family Relations leading the organization’s efforts on building a culture of experience excellence.  Our journey was very similar to others as evidenced in the findings of The State of the Patient Experience 2015 Study showing a growing acknowledgement from senior executives on the importance of investing resources dedicated to patient experience leaders. 

Fast forwarding to late spring 2014, I had been in my role with The Beryl Institute as the Director of Learning & Professional Development for one year and we had launched the first five PX Body of Knowledge courses.  In 2015, we achieved a major milestone when all 15 courses became available, one for each domain.   It was the first time a comprehensive program was available supporting professional development of healthcare leaders in the field of patient experience. 

We have since awarded a total of over 60 Certificates in Patient Experience Leadership and Patient Advocacy and there are over 250 currently completing the PX Body of Knowledge courses.  Not only do these numbers show the high level of interest patient experience professionals have in developing their knowledge and skills but they show again the acknowledgement by senior executives of the critical role of leadership in achieving patient experience excellence.

As I come to a close with my reflections, I would be remiss if I did not mention the incredible work at our sister organization, Patient Experience Institute.  Following a rigorous and standardized process and involving hundreds of members of the global patient experience community, the first inaugural Certified Patient Experience Professional (CPXP) exam was launched this past December. Achievement of CPXP certification highlights a commitment to the profession and to maintaining current skills and knowledge in supporting and expanding the field of patient experience and demonstrates clear qualifications to senior leaders, colleagues, and the industry. 

It’s always nice to reflect back as a means to identify the progress made. We know patient experience matters, it continues to be a top priority and there is a growing acknowledgement of the critical need and value for dedicated patient experience leaders.  And to that end, we must all take action in shaping the future field of patient experience.

  1. There is a recognized need for individuals with the knowledge and skills to lead patient experience efforts.  Use the PX Body of Knowledge framework to assess your professional development needs and build a plan to advance your knowledge and skills.
  2. Everyone plays an important role in the patient experience.  Share the framework with your Human Resource partners and work with them integrating the patient experience leadership competencies as part of an overall talent management strategy.
  3. Senior Leaders recognize that leadership is a strategic asset.  Be a role model and distinguish yourself as a leader in today’s healthcare marketplace.  Work within your organization's advocating and in supporting all healthcare leaders have the skills and knowledge critical to ensure the best experiences for your patients, their families and your employees positioning your organization to drive the best in outcomes for all you serve.  

As the journey continues, I’m excited about the future.  I encourage each of you to be part of the ongoing conversation sharing your ideas on how to support, educate and influence the many leaders across all functions within your organization.  I know I'm looking forward to the conversation next week with healthcare human resource professionals as they explore their role in ensuring an excellent experience for all.

Deanna Frings
Director, Learning and Professional Development
The Beryl Institute

 

Tags:  community  community of practice  employee engagement  engagement  healthcare  improving patient experience  Leadership  Patient Experience  service excellence 

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When the Patient Experience becomes more Personal

Posted By Stacy Palmer, Wednesday, March 2, 2016

We have an incredibly passionate community at The Beryl Institute. I know for many that passion has been fueled by personal experiences that drove them to be part of this work. Others have been inspired to join the patient experience movement to spread what they believe is the right thing to do for those we serve. And sometimes while doing this work they have encountered their own life experiences, whether small bumps in the road or larger life-changing events, that reinforced the importance of patient experience and provided new perspective to guide their efforts.

Last year I experienced this firsthand when my daughter, Maya, dislocated and fractured her elbow while cheerleading. She had an emergency reduction surgery the night of the accident to put her elbow back in place and a second surgery a few days later to insert a screw to correct the fracture. All went well, but they decided to keep her overnight to help control her pain and that one night provided an incredible opportunity for reflection and perspective for me as a person who has built a career in patient experience. 

While I work everyday to share stories and practices of how our community works to improve the healthcare experience, I’ve been fortunate to have very few patient or family experiences myself. It’s amazing how your perspective intensifies when you’re sitting inside a hospital room observing the care of a loved one.

A few ideas were reinforced for me that night and, as simple as they are, I believe they are important considerations as we address overall experience.

  • Patients (and those who love and care for them) are incredibly vulnerable in a healthcare setting. Maya and I are pretty confident in our regular routines, but we were a bit clueless at the hospital – even with simple things such as ordering meals and turning on the TV. More significantly, we were at the hands of the staff to know what medicines she should have, if her body was reacting as it should to the surgery and how to best control the pain. We had to trust the healthcare team. As a children’s hospital, I must acknowledge they had several things in place that helped Maya feel more comfortable. Volunteers brought her a stuffed lamb and they let her select from a fun collection of super soft blankets to use while there that she could also take home. The hospital even had a Build-a-Bear Workshop on site, which I believe was the key motivator in getting her walking around post-surgery. Any steps, however large or small, an organization can to take to comfort and ease the feeling of vulnerability can have a significant impact.  
  • Healthcare workers are human. I think people often place doctors and nurses on pedestals in their minds assuming they should have perfect accuracy, bedside manners and responsiveness. While Maya had some great people caring for her, I was quickly reminded they were human. They had varied levels of experience, focus and relationship skills. As humans they also had their own lives that did have an impact on how they cared for my daughter – maybe stresses at home, conflict with co-workers or even their own health challenges. Regardless of how dedicated and professional, humans make mistakes. I came to appreciate all the checks and balances they implemented to help prevent that. At first I was a little disturbed by the redundant questions like “What is your name? Birthday? Any allergies?” But as I reminded myself the staff were each caring for multiple patients, I learned to appreciate their diligence to make sure everything matched up. I encourage healthcare workers to explain the needs for these steps to patients as this goes a long way in giving them confidence in their healthcare team.
  • Patients need advocates. The vulnerability and realization that the staff treating Maya were human reinforced a point that sometimes gets overlooked in healthcare – the important role of the caregiver. A few years ago a co-worker’s husband was in the hospital and she refused to leave his side. As much as she respected the healthcare team caring for him, she realized no one had his best interest at heart as much as she did. She was there to be sure they gave him the right medicines, at the right times and in the right amounts. She kept a journal of his condition and symptoms to share with the doctor, and she was there to be sure he ate, had food choices he liked and any assistance he needed. After being in the hospital with Maya for just one night, I understood her point completely, and not just because Maya was 11. The caregiver can play a vital role in helping ensure quality, safety and experience are what they should be in all care settings.

Maya was lucky that her hospital stay was short and she was quickly on the road to recovery. Being with her that night enriched my perspective and purpose, both as a mom caring for a child and as a professional committed to help make the healthcare experience the best it can be for everyone.

We are currently working on a white paper at the Institute that will share the stories of many patient experience leaders who, in the face of a personal health experience – however large or small, shifted their perspective from PX leader to patient or patient’s family member. If you are willing to share your story, we encourage you to participate in this project. 

Stacy Palmer
Vice President, Strategy and Member Experience
The Beryl Institute

Tags:  choice  community  engagement  Field of Patient Experience  improving patient experience  patient  patient and family  patient engagement  Patient Experience  perception  service excellence  voice 

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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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Reflecting on the Future of Patient Experience: Four Considerations for the Year Ahead

Posted By Jason A. Wolf Ph.D. CPXP, Tuesday, December 9, 2014
Updated: Wednesday, December 10, 2014

The end of the year always brings a flurry of activity to finish what we set out to do and/or plan for what awaits in the year to come. It also serves as a time for reflection and looking ahead. This can be both an exciting and overwhelming exercise, but one that simmers at the core of our humanity, one filled with hopes and aspirations, commitments and goals. This is no different when we look to the very humanity at the heart of excellence in patient experience itself.

I remain inspired by the exponential growth in energy, commitment, resources and interest in positively impacting the experience for patients, residents and families and for those providing care at all touch points across the continuum. Our commitment at the Institute remains to ensure this conversation continues to grow. I reinforce often that experience is not a fad, but rather it is fundamental to all we do in healthcare. It is both what we expect as participants in our respective healthcare systems and what we aspire to deliver in every encounter.

To support this in the last year we have expanded our resources and increased accessibility to The Beryl Institute. We have added both complimentary offerings, such as the new open-access and peer reviewed Patient Experience Journal (with forty new articles and commentaries this year) and community member benefits with PX Learning Bites, providing short educational insights into experience excellence. We have developed the core of the PX Body of Knowledge, our community developed framework of learning and development, and will offer twelve new modules before year’s end.

We have also expanded access to our community of practice in launching new Institutional Memberships, engaging thousands of individuals at all levels in healthcare organizations with a passion for patient experience improvement. We also have broadened the experience dialogue across the continuum with new content and engagement for Patient Advocates and in one of the fastest-growing segments in healthcare – Long-Term Care. And while these items were initiated in this year, they also represent a looking ahead and an investment in where we can go together as an experience movement.

This commitment, grounded in the contributions of our almost 28,000 members and guests in over 55 countries, is driven by four considerations I believe are central to driving patient experience excellence across care settings (and have been critical to our work in growing The Beryl Institute community itself). Consider these ideas as you look to the year ahead and your own experience efforts.

  • A mindset of abundance. Experience excellence is grounded in a spirit of generosity, in openness and access, sharing, and the active invitation to engage and contribute. It is the expanding of possibility and an understanding that rather than a zero-sum game, there is much to learn from and enough to spare for all; for those we care for and serve and for those with whom we work.
  • A commitment to inclusivity. The greatest opportunity we have in driving the best in experience is to ensure all voices are not only acknowledged, but also engaged and heard. In expanding our listening and the opportunity for contribution we open up possibilities we have yet to consider or even knew existed.
  • A focus on agility. In the dynamic world of healthcare and in our human environment in general, static state is now equivalent to falling behind and change in many ways is simply treading water. We must build the muscles of agility – the capacity to rapidly reconfigure and realign resources to lead new directions or shift as needed with the needs of our communities and the industry.
  • A drive for innovation. Excellence in experience may be best served by a vigilance to continuously searching for news ways of thinking, doing and disseminating ideas. This is beyond improvement of existing systems to look for concepts, constructs and practices that can lead us to new levels and to positive and lasting outcomes. 

I offer these considerations as we look to the year ahead to suggest something significant. Yes, we have defined experience; yes, we are aware of the critical strategies and tactics that can frame and drive positive outcomes; but, if we are truly committed to a lasting and positive future in this work, we need to think not only about what we do, but also how we continue to stretch ourselves in doing it. The year ahead for patient experience will bring exciting new discoveries, powerful lessons and compelling stories that will move and inspire us to new levels. We do this not only out of passion, but out of our commitment to one another and the care we hope to provide to all.

I wish you all the best of holiday seasons, may it be warm and joyous as you connect with loved ones and friends. And as we look forward, here is to each of you for the positive impact you have committed to in caring for others and each other, as we continue this critical and exciting journey. I am honored and grateful to travel this road with you and anticipate with great excitement all that the days ahead will bring.

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

Tags:  abundance  agility  culture  defining patient experience  improving patient experience  inclusivity  innovationemployee engagement  patient engagement  Patient Experience  service excellence 

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Expanding the dialogue on experience excellence to long term care

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

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

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

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

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

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

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

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

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

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

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

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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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Reflections on Patient Experience Week

Posted By Stacy Palmer, Tuesday, May 6, 2014
Updated: Tuesday, May 6, 2014

Last week we celebrated the first annual Patient Experience Week, providing a focused time for organizations to recognize accomplishments, reenergize efforts and honor the people who impact patient experience everyday. From nurses and physicians, to support staff and executive professionals, to patients, families and communities served, the Institute brought together healthcare organizations across the globe.

Proclaiming a new week to observe is a little scary, especially in healthcare where we were warned that many organizations suffer from ‘Week Fatigue,’ but we were delighted by the excitement, participation and support from the community.

We believe that by being a part of Patient Experience Week, healthcare organizations showed employees they appreciate their hard work and encourage their continued efforts on behalf of patients. This week was meant to enhance patient and staff relations, increase hospital morale and improve overall communication, and that’s exactly what we watched it do.

From the social media buzz to our constant phone calls and emails from excited participants, we had the privilege of watching PX Week move from a mere idea to a true success exemplifying the strength of the global patient experience movement. And for a small, mission-driven organization like the Institute, the power in those five days was substantial. We were excited by every idea, photo, video and email that came in. As we work daily to be a community of practice for professionals passionate about improving patient experience, we believe last week exemplified our heart, soul and mission.

Dozens of #IMPX photos were sent in from individuals and teams, representing medical practices, hospitals and vendors (click on the image above to zoom in and see some of the faces in the #IMPX mural). Several healthcare facilities added their videos to the #IMPX video library, organizations issued press releases to educate their communities about their patient experience efforts, and flyers, thank you cards, screen savers and even placemats reinforced the importance of the patient experience movement to those delivering care each day.

Hundreds of organizations participated in PX Week webinars where industry leaders discussed the current and future states of patient experience.  In addition to sharing ideas from the community and offering expert perspectives, we were excited to make several new announcements throughout the week: 

  • PX Body of Knowledge – After two years of development, the first five courses in the PX Body of Knowledge were released, representing the community-developed foundation for effective patient experience leaders. Over 400 individuals from 10 countries contributed to this work.
  • PX Journal - The inaugural issue of Patient Experience Journal (PXJ) was published, an international, multidisciplinary, open-access, peer-reviewed journal focused on understanding and improving patient experience.
  • PX Learning Bites – We released the first in a series of patient experience learning bites - videos featuring industry leader’s insight about patient experience improvement in 2-3 minute segments.

All of these things represent the power of the patient experience movement – the advancement possible by the sharing of ideas, knowledge and practices and the community of professionals willing to contribute.

With this reflection on PX Week, we recognize and want to reinforce that the work to impact and improve patient experience is not something we just do in one moment, one week or one initiative.  The members of the Institute community and those in healthcare around the world committed to this effort are working tirelessly each and every day to ensure the best in patient experience. We acknowledge, encourage and remain steadfast in our support of these efforts.

As we anticipate the next Patient Experience Week, April 27 –May 1, 2015. We encourage you to mark your calendars and start planning your festivities now, but more importantly, we hope you will join us on the continued journey to create the best possible experiences for patients, their families and caregivers. 

Stacy Palmer
VP, Strategy and Member Experience
The Beryl Institute

Tags:  community of practice  employee engagement  global healthcare  healthcare  improving patient experience  patient  patient engagement  Patient Experience  PXweek  service excellence 

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Nurse Leadership Matters in Patient Experience Performance

Posted By Jason A. Wolf Ph.D., Tuesday, March 4, 2014

As shared by the Robert Wood Johnson Foundation and known by many in practice, nurses represent the single largest group of health professionals who deliver hospital care. This represents a broad range of caregivers from the senior ranks of CEOs or CNOs, to the bedside, from managing triage in emergency departments to conducting post discharge follow-up calls.

With this expansive reach, nurses and in particular nurse leaders, have a significant opportunity to impact the experiences of patients and families. I say this reinforcing the strong point found in the definition of patient experience that experience is created in every interaction – meaning by everyone that plays a role in the healthcare system and at all points in the continuum of care, from well before to well after a clinical encounter. With that we would be short sighted to miss the fact that the experience most patients and family members relate to, reflect on and remember is the one they had with their nurses.

In a Hospital Impact blog last year, I wrote about my own experience of quickly leaving at the close of Patient Experience Conference to become a family member at the bedside for the birth of our son. I spoke of Kristen, our L&D nurse, who was responsive and took every opportunity to not only set appropriate expectations, but also answer our questions. She served as a guide through one of life’s most important and incredible moments.

In inquiring why she and other nurses in the unit were so positive and engaged (and not revealing my profession), I was told about how their leaders take time to support the nurse team not simply as individuals there to work, but as professionals, people and partners in care delivery.

In thinking back on this moment I had the chance to share some thoughts with the nurse leaders at my most recent On the Roadsite – Presbyterian Health Services. My realization in the conversations reminded me of how as a family member I had clear expectations about clinical excellence, quality and responsiveness from my nurse team. It was the things they did beyond that though that drove my experience.

As we talked at Presbyterian, it became clear in the dialogue that in the fast-paced world of healthcare, specifically in the nursing realm, nurse leaders have a critical role to play. They set the stage for behavior, they reinforce actions and responses, and they coach, guide, cajole and celebrate with their teams. In the end these nurse leaders, whether aware of it or not, are indirectly driving the experience for so many in their care.

This observation and discussion was supported by the data revealed in the 2013 State of Patient Experience Benchmarking Study. In both the 2011 and 2013 research "clinical managers who visibly support patient experience efforts” was the second greatest driver of experience success after visible support from the top. Here again leadership was reinforced as critical, and more so the clinical managers, those guiding the largest part of the healthcare workforce and with the greatest contact with those served, were identified as central to patient experience performance.

What does all this mean in action. Based on what I have experienced and learned from the many nurse leaders I have had the fortune to work with, the ideas are simple in concept, but sometimes require great effort to execute. Nurse leaders must:

  • Nurture and develop their teams beyond core clinical skills to the behaviors they see as critical to the total delivery of care.
  • Model expectations at all times in their own actions and hold themselves and everyone else accountable when these expectations are broken.
  • Listen and create a space for the words of all team members to be heard. Sometimes the greatest of ideas come from the unlikeliest of sources.
  • Reinforce and create a sense of ownership in staff at all levels that they are leaders in every moment. As every experience happens in the interaction between one human being and another, every individual has the power to choose how they lead in every moment.

In a world where nurse leadership faces continued and growing pressures to perform, these, what some might call, "softer”, non-clinical aspects of leadership and action can easily be pushed aside. But it continues to be the strongest and most successful leaders I see that find the space and time to consider and act on these aspects of the total experience.

It is simple. In whatever way fits their style or the organization in which they provide care, nurse leaders matter in patient experience performance. Of that there is truly no question.

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


In recognition of the importance of nurse leadership in impacting patient experience, The Beryl Institute is excited to join one of our supporting partners, TruthPoint, to offer patient experience resources at the upcoming American Organization of Nurse Executives (AONE) Annual Meeting in Orlando, Florida.

Related Body of Knowledge courses: Healthcare Leadership and Management .

Tags:  celebration  Continuum of Care  culture  employee engagement  healthcare  improving patient experience  Leadership  Nurse  Nurse Leadership  Patient Experience  service excellence 

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The Patient Experience Deserves More Than 63%

Posted By Jason A. Wolf Ph.D. CPXP, Tuesday, February 4, 2014

I have yet to meet anyone in healthcare who suggests patient experience is not important. In fact, I often hear it said to be "one of our top priorities”, "a central pillar in our strategy” or "a critical initiative for our organization”. I do not question the sincerity of these declarations or the intent they suggest. I also recognize in the highly dynamic world of healthcare today we are in a constant struggle to balance our priorities. With that, I offer these thoughts to shift our thinking in how we approach experience overall.

To frame what I mean about patient experience I return to the definitiongenerated by the members of The Beryl Institute community – the sum of all interactions, shaped by an organization’s culture, that influence patient perceptions across the continuum of care. I also want to challenge the perspective of some in equating patient experience only to service and question our inside-out focus in healthcare as we often operationally differentiate quality, safety and service. While we may operate these efforts in distinct and at times competing manners, I do not believe patients distinguish between these areas. Yes, we must focus on quality, safety and service and align the appropriate resources to each, but we must address these efforts from the eyes of our consumer and the perspective that they together create but one experience.

As I have continued to hear patient experience identified as a strategic priority, it has caused me to ask, does this mean based on needs there are then specific times when we actually focus on it (and therefore times we don't). That is, do we truly focus on every one of our priorities at all times? Continuing this thought, if patient experience is seen as an initiative, it has all but been declared a limited effort, for every initiative I have experienced in healthcare and elsewhere has a beginning, middle and therefore an end. Do we truly think the patient experience is an idea where the effort eventually concludes?

These ideas around alignment, priority and initiative were supported in the findings of the 2013 Benchmarking Study, The State of Patient Experience in American Hospitals. The research revealed something one could potentially overlook in all that was uncovered. In the U.S. Hospital System the individual with primary responsibility for patient experience spends 63% of their time on these efforts. In contrast, I do not know of a CFO that spends 63% of his time on finances. The data itself reinforces the opportunity we may very well be missing. Have we made patient experience a 63% priority? If we take that to the extreme, does that mean it is only something we consider for 63 out of every 100 patients we see? I do not believe any organization or leader has done this intentionally, but it does cause us to hopefully stop and think about how we lead and operate our organizations and systems.

I know those in healthcare are more committed than what the number reveals. We are an industry of caring and compassionate people who give all they can in every moment. But the data opens our eyes to the opportunities we have. Perhaps what we have lost in our efforts to address patient experience is our realization that experience is all we are about in healthcare. I know that if any one of us were laying on an exam table, recovering in a bed, or sitting holding the hand of a family member that we would not expect anything less than 100%. In fact I believe we would say we want the best in quality, safety and service – the best experience – in every encounter. I believe we all do want the best in patient experience for all those in our care. I hope we too agree the patient experience deserves more than 63%. So how can we start to do things differently today? I look forward to your thoughts.

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

Related Body of Knowledge courses: Metrics and Measurement.

Tags:  bottom line  change  choice  Continuum of Care  culture  defining patient experience  expectations  healthcare  improving patient experience  Interactions  partnership  Patient Experience  priorities  quality  safety  service  service excellence  strategy 

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