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“#Hellomyname is”: An idea at the heart of the experience movement

Posted By Jason Wolf, Monday, August 1, 2016
Updated: Friday, July 29, 2016

Just over a week ago the world lost a powerful advocate for our humanity. While Dr. Kate Granger, a physician turned patient advocate due to her own healthcare experiences may have left us physically, she will be forever present through a powerful legacy that rests at the heart of the patient experience movement. 

I never had the honor to personally know Kate, but in what she accomplished with the golden minutes of life she maintained, I felt I have met her fully. If we believe our efforts in healthcare are grounded in the simple notion that we are human beings caring for human beings our lenses shift. We move from a notion of clinical protocol or programed action, to personal consideration, understanding and partnership.

At the heart of this idea is that in healthcare all of the moments we have – clinically or otherwise – take place at a point of interaction. It is at this point of interaction where experience happens. We are not nameless providers of care interacting with a diagnosis or room number, rather all that exists is a connection, one person to another.

As people, whether on the delivery or the receiving side of healthcare across settings, each and every one of us is an individual with a story, a heart, a soul, memories, dreams, hopes, fears and a name. Perhaps it is the latter, that I am person with a name, that serves as the frame for all of this. That is the legacy that Kate is leaving us.

Kate inspired an idea that exemplifies the fundamental simplicity behind ensuring the best in experience. For in our simple actions, we can have the most profound impact. Kate’s realization through her experiences on the other side of the bed were that we all too often missed one another as people, we didn't share who we were, we didn't share our name. As Kate revealed in an interview on her own experience, she was not treated as a person, but rather an object to be treated, stating, “I just couldn’t believe the impersonal nature of care and how people seemed to be hiding behind their anonymity.”

This led to a powerful idea and an emerging movement - #hellomynameis. This concept now used by hundreds of thousands of people globally was grounded in a simple concept. As Kate shared via her site, the purpose of #hellomynameis is “to encourage and remind healthcare staff about the importance of introductions in healthcare. I firmly believe it is not just about common courtesy, but it runs much deeper. Introductions are about making a human connection between one human being who is suffering and vulnerable, and another human being who wishes to help. They begin therapeutic relationships and can instantly build trust in difficult circumstances. In my mind #hellomynameis is the first rung on the ladder to providing truly person-centred, compassionate care.

These words define the profound power of this idea and the importance of this legacy. If we are to remain true to the foundation on which healthcare has been built – on care, on connection, on healing the whole person and on the compassion it takes – this is an idea we cannot ignore. It is who we are in healthcare and reminds us of and supports us in being all we aspire to be. This idea personifies all I have seen as good, right and true as I have traveled around the healthcare world in search of experience excellence. So while Kate may no longer walk with us, we can carry her heart and spirit in every interaction we look to have and for the very hope that each of us has for the greatest healthcare can be. We must carry on this legacy and I encourage each and every one of you to engage in this cause. #Hellomynameis Jason and I, like you, am the patient experience. Join me!

To learn more about Kate and her effort, here are a few valuable links:

Hellomynameis.org
Hello, my name is Kate Granger
BMJ – Kate Granger
Globe and Mail – Andre Picard - Remembering Kate Granger, a champion of human connection

 

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

 

Tags:  #Hellomynameis  defining patient experience  global healthcare  improving patient experience  Kate Granger  patient engagement  Patient Experience  patient stories  storytelling  voice 

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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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Community Matters in Patient Experience

Posted By Jason A. Wolf, Ph.D., Tuesday, October 13, 2015

Earlier this year at Patient Experience Conference we introduced our latest video, What really matters in Patient Experience?, which called us, through the voices of patients and family members, to consider "all voices matter”, "every interaction matters” and "you matter” in patient experience performance. The subtle message in this video was that for as much as there is clear and recognized individuality in each patient experience story, the needs identified and the outcomes achieved, there are also strong and important commonalities of which we should be aware and on which we must be ready to act.

This same consideration of the value of individuality, yet the power of commonality has arisen with the recent emergence of special interest communities in The Beryl Institute. These groups of individuals focus on key areas of healthcare including patient advocacy, physicians, pediatrics and now patient and family advisors, represent an interesting and critical dichotomy and a balancing we see is needed as we address patient experience. In fact we are encouraged by the interest from all corners of the community to look at other opportunities of focus, such as behavioral health, emergency departments, post acute care, home health and others.

It is clear then that there is a definitive need, one asked for by members of The Beryl Institute, in focusing conversations around shared and special interests. This provides an important opportunity for learning, the collection and dissemination of ideas and the connection among peers. Yet we must also be aware that in doing this, we run the risk of missing opportunities for broader learning and collective focus. While we believe and fully support these independent conversations for all they represent, we too reinforce that there is power in the greater community in which these groups exist. More importantly we cannot lose sight of the opportunity for these communities to learn and share with one another, cross fertilize ideas and grow stronger together as a result.

This idea of creating distinction, or as often seen in healthcare, the delineation of our work in silos, provides us an opportunity to seize, especially as it related to the idea of patient experience. While we might distinguish our efforts and even establish infrastructure and resources in areas such as quality, safety, and service, we too must recognize that these investments collectively are part of our overall experience effort. The question we then should ask, is how are we framing our broader investment in experience excellence overall.

Our recent State of Patient Experience Benchmarking Study revealed that people identified clinical outcomes as the top result of effective experience efforts. This trumped consumer loyalty, customer service and others. Outcomes are what we strive for in healthcare – be they healing and recovery or managing the remaining days of life or be they financial imperatives to create a healthy, vibrant and sustained system of healthcare services. This is the very opportunity we then have in creating alignment among our efforts; weaving together quality, safety, and service, a focus on cost and outcomes, honoring the individuality of all we care for and serve while finding strength in our common actions and purpose; identifying special areas of interest and learning, while striving for collective understanding.

These ideas all come down to one core idea – community matters. In the bringing together of ideas or functions, we do two things – honor and address individual needs, while strengthening our collective stand. This captures the unspoken essence of patient experience itself. As we learned from the voices of the patient and family members so gracious in sharing their stories, while each unique, they too have common desires – to have voice, to be heard, to be treated with dignity and respect, to feel compassion and to receive clinical expertise, to be understood and cared for.

As no two people and in the same light, no two healthcare organizations can or should be alike. We must respect that distinction, while honoring all that brings us together. In balancing this intention in every encounter and every moment we create the opportunity for the best interactions and the most positive of experience. Community matters in patient experience and we must ensure it does for the power of the collection of voices in our movement and in the work it calls us to do every day. We must remain vigilant in ensuring the critical balance of individuality and community. In doing so, we reinforce our call to action - we are all the patient experience.

 

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

Tags:  collaboration  community  patient experience  voice 

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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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How Will You Inspire the Patient Experience Movement? Four Considerations for 2014

Posted By Jason A. Wolf, Ph.D., Tuesday, January 14, 2014

I am inspired. The New Year has arrived with great energy at The Beryl Institute. We start 2014 as a global community of practice of over 20,000 professionals, focused without hesitation on ensuring the best in experience for patients, families and one another in healthcare.

I am inspired by the continued commitments expressed for this work: by The Beryl Institute’s Patient Experience Scholars who met recently to share their research and reinforce their willingness to encourage and support others; by the members of the Global Patient & Family Advisory Council who want to influence how patients and family members are heard and engaged in making a profound difference in healthcare; by the many contributing to the development of the Patient Experience Body of Knowledge courses soon to be available to the community; and by many more.

I am inspired by how in the first two weeks of a new year, such commitment and intent can emerge, built on all that has come before and focused with purpose on the great opportunities ahead. As I reflect on this idea, a question emerged and perhaps a challenge for each of us to consider:

How will you inspire the patient experience movement in the year ahead?

I pose this question with the hope that actions and considerations from the smallest moments of unparalleled kindness to the largest strategic triumphs all find room to take root and grow. Inspiration comes in all shapes and sizes, but in this diversity it has strong commonalities – it causes us to feel a sense of something special and powerful. It provides a boundless energy to influence, lead, change and make a difference. This is an exciting prospect in seeing that each of us can choose to have an impact. And while no two actions will be exactly alike, I do want to offer a few thoughts on how you can continue to frame your patient experience efforts to inspire yourself and others.

As we return to the definition of patient experience, I continue to experience its relevance time-and-time again in the application of these words to central actions associated with excellence. In reviewing its words – the sum of all interactions, shaped by an organization’s culture, that influence patient perceptions, across the continuum of care – I again see clear directions on moving your own experience efforts forward. They include:

1. Reinforce strategic focus. Patient experience has proven itself to be a relevant part of the healthcare conversation. It has surpassed the challenges of being dubbed a fad; it too has shown it has stronger legs than just serving as a policy framework. Experience is a central strategic pillar to organizational performance and success. Patient Experience in its broadest sense should be a clear and transparent component of every healthcare organization’s strategy.

2. Clarify and map your critical interactions. Experience doesn’t happen on billboards or in espoused actions, it happens at the most personal moments, at those points of engagement between one individual and another. The ultimate tool in patient experience improvement is your self, your heart, your hands and arms, your minds, your compassion and your common sense. We have a huge opportunity to map the interactions that occur on the patient path to ensure we consider the most effective way to respond at every touch point.

3. Model desired behaviors. Simply put, if interactions drive experience, then the behaviors that comprise them are the conduits that direct these interactions in one way or another. Organizational culture is shaped by behaviors, they represent the people, presence and purpose of an organization overall and no slogan, policy or program will trump the power of individual behavior. We must model, observe, coach and improve constantly to impact experience outcomes.

4. Expand your listening. As we ended 2013 exploring the Voices of Measurement, we learned that the power of data is only as valid as what we choose to do with it. Collection or reporting data for the sake of data misses the opportunity for learning and relevant action. To capitalize on the value of the voices that surround us in healthcare we must expand our listening. Experience is measured first in the direct voices of healthcare consumers, who remain our most significant mirror into our own efforts, but it is also found in the voices of our peers and colleagues. We are only capable of achieving our strategy through our people. They are much more than pawns to direct, but rather living resources accountable for ensuring excellence.

Perhaps these ideas will help spark your own thoughts on how you will choose to inspire the patient experience movement. Regardless of which direction you go, I hope you recognize the power that exists in your own personal choice and the ability to impact the experience of the person that is coming next. The year ahead can and should be about a great many things both personally and professionally. My hope is that you find you can and will be an inspiration in your efforts. This cause is too great for your efforts to be anything less. Now the question remains, what will you do? I look forward to your updates with great anticipation.

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

Tags:  accountability  Advocacy  body of knowledge  choice  community of practice  consumer advocacy  Continuum of Care  culture  defining patient experience  employee engagement  Field of Patient Experience  global defining patient experience  global healthcare  HCAHPS  healthcare  improving patient experience  Interaction  Interactions  patient  patient engagement  Patient Experience  service excellence  thought leadership  voice 

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Reflecting on The Patient Experience Movement: The Power of Voices and Collaboration

Posted By Jason A. Wolf Ph.D. CPXP, Wednesday, December 18, 2013
Updated: Tuesday, December 17, 2013

Patient Experience - Voices in CollaborationAs we stand at the end of each year, we tend to look back at all that led us to this moment and anticipate all that lies ahead. I stand here now with all of you that comprise our patient experience community, who live and breathe in your every action this patient experience movement, and can say without hesitation that together we have accomplished great things and together there are even more powerful moments to come.

 

This year has exemplified our core values at The Beryl Institute – the importance of community and the integral role of collaboration. We have worked to reinforce the true power of engaging all voices in the patient experience conversation. This gathering of voices has seen our patient experience community grow from 11,000 to 20,000 members and guests this year alone, representing over 45 countries. This gathering of voices has led to a year in which the foundational ideas of this movement have been reinforced and solidified. In our commitment to expand access to the greatest breadth and depth of individuals across healthcare we recently expanded our membership framework to provide access to all associates in any healthcare facility. These Institutional memberships enable staff at all levels, in all roles, across the range of healthcare organizations to engage, to learn and to lead in their own environments.

 

In expanding the conversation on voice itself, this year has been shaped by the Voices of Patient Experience series in which we heard from the C-Suite, front-line practice, students across healthcare disciplines, physicians, patients and families and those measuring the impact of our patient experience efforts. This collection of voices served to complement the many others that contributed to learning and sharing of ideas via webinars and case studies, Patient Experience Conference presentations and On the Road visits. Hundreds of you added your thoughts to the conversation via these and other outlets. This open sense of sharing, of giving, of collaboration has allowed the patient experience movement to thrive.

 

The voices series also raised a significant awareness for the community; to be an organization truly committed to patient experience, we had to move beyond the talk about what we do "to” patients and families, and reinforce an unwavering commitment to do "with”. This partnership in care underlines the very intent of the Institute to provide a place to learn from one another, and it was clear that included the voices of patients and families themselves. This led us to establish the Global Patient & Family Advisory Council, comprised of leading patient and family thinkers, writers, speakers and activists. It also had us collaborate with IHI at the 2013 National Forum to support the "Patient is In” Booth in which patients and family members could share input and ideas with forum participants. These voices remind us of the boundless value of this partnership in patient experience improvement.

 

The expansion of voices also led to the 2ndState of Patient Experience Study, the largest conducted to date on patient experience efforts, and revealed some interesting trends in the both the focus, intent and awareness of patient experience efforts. Yet, while the movement continues to push on, less than 50% of U.S. hospitals have yet to formally define patient experience for themselves. We still have great opportunities to educate and learn from one another.

 

This awareness made it only natural that we expand our efforts overall on the professional development of patient experience champions, furthering the work on the Patient Experience Body of Knowledge with domain outlines and the anticipated release of the domain courses in 2014. As a community you reinforced your desire and the greater need to shape this work in ways that will allow each and every one of us to grow stronger. The year ahead brings even more exciting work on this front.

 

In a recent Hospital Impact blog I mentioned my great excitement about the growth of the patient experience family overall, from new sister organizations to research entities focusing on this area, to critical gatherings in numerous places in support of this important discussion. We will continue to support and reinforce the value of all these efforts and maintain that in collaboration we all win in this movement. We remain committed to serving as a hub and connector of the many voices focused on this effort and keep our arms open for the opportunities for further collaboration.

 

This very idea led to us to begin conversations with and engage in a formal collaboration with the Society for Healthcare Consumer Advocacy (SHCA) and its 40 years of incredible history and commitment to patient voice, rights and advocacy. A strong and storied organization whose roots can be found at the very start of the patient experience movement, SHCA felt they found a home for their future with The Beryl Institute, but I would say while the container is the Institute, the home is the community of peers, of leaders and teachers, of resource providers and caregivers, of patients and families who make up this growing professional home for so many. The integration with SHCA and the purposeful collaboration with a growing number of organizations committed to this cause help reinforce the power that collaboration itself brings to this conversation.

 

I would be remiss if I did not add a personal note to this reflection on the year, that as I stood on stage to close Patient Experience Conference 2013 and received the call that I needed to rush home for the delivery of my son, I shifted abruptly from champion and advocate for a movement to a family member surround by a healthcare system still admittedly learning itself. My eyes were opened, not only by the magic of the birth of a child, but of a family member watching your loved ones cared for, your new child handled, complications managed and tense moments relieved. We must not forget we are all patients and family members and need to continue our work as such.

 

The work you do may at times seem like small gestures, part of your standard process or even done automatically as a seasoned veteran, but to a patient or family member you are providing an incredible gesture of service, of quality, of safety – of experience. In every moment we have the choice to create the experience for our patients and their families. And every moment each of you as members of this community, of this movement, have that choice as well…to engage, to learn, to contribute, and to encourage the involvement of others.

 

You see this is your community, it is built on the power of your voices, it is driven by the collaboration we find with one another and it is from that place that we look to the new year knowing that the greatest opportunities still lie ahead. Thank you for your contributions, support and leadership. May you have a healthy and happy holiday and be ready with great excitement for all the New Year will bring.

 

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

Related Body of Knowledge courses: Communication.

Tags:  Advocacy  body of knowledge  community of practice  consumer advocacy  defining patient experience  Field of Patient Experience  improving patient experience  partnership  Patient Experience  thought leadership  voice 

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The Patient Experience Must Be Owned By All: Welcoming the Society of Healthcare Consumer Advocacy

Posted By Jason A. Wolf, Ph.D., Friday, November 22, 2013
Updated: Friday, November 22, 2013

In The Beryl Institute’s recent research report – The State of Patient Experience in American Hospitals 2013 – I noted in conclusion that the state of patient experience is growing stronger every day because of the many voices committed to this work. I too reinforced my belief that a patient experience movement is afoot, one that requires continuous and focused efforts and one that should be grounded in and built upon collaboration and alignment versus competition or the desire to stake a claim.

This idea rests at the very core of the global community of practice we have built at The Beryl Institute. We do not claim to own the patient experience, but rather to be a place where people can gather together to share what is best in what they are working to accomplish. Our philosophy has been and will remain that through collaboration not just great, but greater things can happen. 

It is in this very spirit of collaboration that I am excited to share the bridging of two great organizations to expand the alignment and dialogue on patient experience improvement. We have been in discussion with and will soon be welcoming the Society for Healthcare Consumer Advocacy (SHCA) into The Beryl Institute community. After an incredible 40 year history and supportive home with the American Hospital Association (AHA), our three organizations – The Beryl Institute, SCHA and AHA – saw great potential in supporting the next 40 years and beyond for SHCA within the Institute (You can read a letter from all of SHCA’s Past Board Presidents here). As of January 1, 2014, our communities will align to continue to expand the patient experience conversation and in doing so model the power of coming together in this critical dialogue.

More details will soon be available around this exciting next step in the history of focus on patient advocacy and more broadly patient experience improvement, but suffice it to say, the commitment to engaging all voices and growing those engaged in this important work is top of mind for us all. I am excited and proud to welcome the SHCA community to The Beryl Institute family as their new professional home and in doing so reiterate the very critical message I share here. That it is in coming together, not attempts at market distinction, in which the greatest outcomes are possible. 

I have watched in recent years as patient experience has moved from an emerging term to an active conversation at the center of policy and now financial focus. I have also seen a great game of ownership being played out. Much like one might have experienced during the gold rush, claiming their small bit of mountain stream to pan for hours, days or more in search of that one bright speck, many organizations – some well established, and some quite new – have all worked on positioning for their piece of the pie.

While I am a true believer in free enterprise and recognize the great potential for market savvy in this new world of healthcare, I also believe we have something bigger we are attempting to do in working towards patient experience excellence. It is in the bringing together of disparate thoughts or competing ideas, be they those of resource providers of similar services or healthcare organizations occupying the same market, in which the greatest outcomes can be realized. You see no one organization owns the patient experience, yet we in healthcare must all take ownership of it.

For this reason we have worked to bring the many voices together, for as I asserted above, this is where the strength of our work and its impact rests. This idea has been realized in the Institute’s Regional Roundtables where market "competitors” join together in sharing thoughts and crafting shared plans focused on improvement. It has been realized at Patient Experience Conference where numerous resource providers join in and engage in support of a true, independent community dialogue. It is seen in the willingness of some of the largest players in experience measurement to come together to share ideas between the covers of our soon to be released paper on the Voices of Measurement.

If we are to make the greatest differences in the lives of our patients, families, peers and community we must be open to the idea that above all else through collaboration and coordinated effort profound possibility exists for improvement and sustained impact. And while by my very words, I cannot claim The Beryl Institute is the only place this can or will be done, I do hope and in fact commit that we will continue to stand for the bringing together of all ideas, of every voice and of each hope in each and everything we do. As a community of practice it is our calling, at The Beryl Institute it is our cause and we are so very excited to see (and hopefully be a catalyst in) the patient experience family continuing to grow.

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

Tags:  Advocacy  AHA  body of knowledge  choice  community of practice  consumer advocacy  Continuum of Care  Field of Patient Experience  global healthcare  healthcare  Interactions  Leadership  patient advocac  Patient Experience  Patient Experience Conference  perception  SHCA  thought leadership  voice 

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Patient Experience and the Freedom of Choice

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

In writing a blog for a US-based, global organization on the week of July 4th, I am hard pressed not to think about the concepts of independence, of freedom and of what those concepts provide for. To be independent, to be of free will, is something most, if not all, aspire to. It is ingrained in our human nature, for at its base is an idea so simple, yet at times so complex – the power of choice. For me this concept of choice is the essence of patient experience itself.

When I talk to people about the strategies and tactics of patient expedience improvement, I start with the simple recognition that what we do in healthcare - as human beings caring for human beings– is about the choices we make. From leaders guiding organizations on what priorities are set each day, to frontline caregivers across healthcare settings we are making choices in every moment, not just on what care to deliver, but how to deliver it as well.

This power of choice is profoundly important, and of increasing influence in our healthcare systems today. While we once may have gone directly to our local physician or hospital and listened intently with respect, following every word and instruction, the nature of healthcare itself has changed. I know to some this poses a great concern and others even disdain. For me, it reveals the true potential for excellence we have in healthcare systems around the world.

The debate has long simmered on if patients are customers of care. Using this term allows supporters of the historic healthcare hierarchy to diminish the very voice of patients, most often unintentionally. And you may be surprised to hear that I agree. Patients for the most part in healthcare today are not the customers of care. Customers are those individuals or organizations that choose to pay for a product of service. In fact following this logic, most often, insurance companies and/or government entities are the true customers of healthcare as they are the one’s directly funding services or paying the bill.

What does this mean then for our choice as patients? While many rightly make the argument, that as patients we do not choose to fall ill, have an accident, etc., that is we do not most often choose to be customers of healthcare, we overlook what I suggest above – that as human beings we still have choice. This distinguishes to me where patient experience plays it most significant role, especially economically. Patients are without question consumers of healthcare, regardless of systems, locality or structures. From an economic perspective it is the consumer who drives markets and influences business viability. Consumerism is the consideration that the free choice of individuals strongly influences what is offered to a market, what grows and what is overlooked. Therefore consumers and the choice they bring have strong economic impact.

The bottom line is that as patients have independence, even with some constraints based on insurance or in governmental healthcare systems, and therefore they have choice. Patients will note where the experience – the culmination of quality, safety and service – is best. And they wont keep it secret. Outside of the increasing use of government surveys globally to measure and publicly report performance, other consumer outlets are quickly booming – have you yelped your physician’s office lately, or seen the dialogue on Facebook about the care in your local hospital? This is consumerism at its finest and it is having great impact.

Patients have discovered they too have choice in the system, to not just expect, but to directly ask for and seek the best care they can find. Yes, patients do not choose a healthcare encounter like they would a hotel or an entertainment experience, they actually do so MORE significantly because this choice is about their own or a family member or friend’s well-being. A dear colleague, an inspiration for patients as true consumers of care, and a contributor to our Voices of Patients and Family paper – "e-Patient Dave” deBronkart clearly expresses the need for us as patients and family to choose to engage in our care, in ensuring we are fully informed and in doing so make the right choices.

I too am reminded about a story a gentlemen shared once with me about his 80-year old mother who when finding she needed hip replacement, scoured the internet for information on the procedure, recovery times, outcomes, etc. She discovered, that while scheduled for surgery at her local hospital (where she had gone for years), there was a better place for her to have her surgery in another state a plane ride away. She booked the ticket, made the trip and had her surgery. Now while all patients choices may not be that extreme, we must acknowledge that we all have choice – in some ways it is all we have – in how we decide to deliver care or on where we decide to receive it.

On a week where independence is held high, it is important that we remember it is not just a holiday in the United States, but a statement about the very freedom we have as individuals, as consumers: the freedom to choose. The Declaration of Independence declared that individuals "are endowed by their Creator with certain unalienable Rights, that among these are Life, Liberty and the pursuit of Happiness.” There may be no stronger place for us to remember these choices than in the decisions affecting our health. As healthcare leaders we must remember this, as caregivers honor it, and as patients and families never forget – the choice is truly ours.

 

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

Related Body of Knowledge courses: Metrics and Measurement.

Tags:  Choice  Consumerism  culture  Customer  Customer Service  Freedom  Hospitality  improving patient experience  Interaction  Patient Experience  service excellence  voice 

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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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Why Community Matters in Improving Patient Experience

Posted By Jason A. Wolf Ph.D. CPXP, Wednesday, March 6, 2013

They say when someone mentions a Red Beetle – the automobile version from Volkswagen or "bug” – you go from not seeing them at all to seeing them everywhere you look. In a similar fashion my recent conversations on the patient experience have raised this sense of "everywhere” awareness to the idea of community. From as recently as our March 5 webinar on patient engagement to the final interviews I just conducted for our pending paper on the Voices of Patients & Families on Patient Experience, there is a recognition that while patient experience is built on the foundation of countless personal interactions, when pulled together it is a true community issue and, I would suggest, opportunity.

The idea of community aligns strongly with the definition of patient experience that asserts patient experience crosses the entire continuum of care. I need to reinforce from the perspective we hold at the Institute this is not just the continuum within the four walls of the clinical experience, but from the very first encounters someone has with your organization to the stories they share well after their departure or discharge. Where are these stories told and where do they live beyond the boundaries of what you can control? In your communities, in the voices of people that have either had encounters with your organization or who have heard the stories, true or embellished, about what happened within your walls.

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. As defined, experience is all that is perceived, understood and remembered. Those perceptions and memories and the stories through which they are shared are not collected at your doors, but rather they flourish in the sunlight and in the air of the streets, towns, and cities around you. The experience you provide is a community story and one you must be willing to acknowledge and address.

But I want to suggest another angle on community as well that is as equally important in all I have seen. That accomplishing the greatest in experience is a true community effort. It is not just something that can happen at admissions or discharge, or in your top performing units or departments. It must happen across the organization or system. More so I strongly believe the essence of patient experience thrives in much bigger ideas of community, which is why we have worked so hard in creating a true community of practice in The Beryl Institute itself.

I continue to be amazed by the generosity of spirit and sharing that has been afforded by the safe framework of our community. The realization that in healthcare if we are to be about the patient experience, holding our cards close to our chest or believing our "secret” process is our competitive advantage, is counter to what we are all trying to achieve. As much as I admire systems and organizations big and small for what they accomplish, I can tell you from my travels and encounters around the world, there is no one secret to success. What I have seen as the greatest resource comes back to the idea of that red beetle – community. It is in our willingness to share ideas and practice, to be open to exposing where we may have been challenged and celebrate and disseminate that which drove success, through which we can all impact patient experience.

This is not just a lesson for those in the delivery of care, but for those that support it; the resource providers and vendors, from survey companies to technology tools. It is their willingness to collaborate and share in community through which even greater things can happen. While their distinctions may be in variations of a theme in process and clearly more on level of service and the personalities involved, the reality is that they too play a part in this critical community conversation. From leadership to the frontline, from the future to patients and families themselves, it is the spirit of community and through the action of community that we can ensure the greatest in patient experience for all the patients, families and yes the very communities we serve.

As we approach Patient Experience Conference 2013, and we bring our virtual global community together physically for a few days this April, we hope that we are all reminded that it is through our connections that we have the opportunity for greatest impact. It is in our collective efforts and shared learning that we have the clearest path to success. My hope, and my vigorous invitation, is to join us, join this community and our efforts at The Beryl Institute as member or guest; as caregiver, physician, administrator, resource provider, patient or family member and to be in conversation on what we can accomplish as a community, together. The greatest of opportunities will emerge when we find our collective voice and there is so much yet to learn from one another.

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

Related Body of Knowledge courses: Coaching and Developing Others.

Tags:  accountability  choice  community  community of practice  culture  defining patient experience  healthcare  improving patient experience  Interaction  Leadership  Patient Experience  Patient Experience Conference  patient stories  recognition  storytelling  voice 

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