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The Beryl Institute invites members to submit posts on patient experience related topics. For guidelines and information on submitting a post for consideration, please contact us at info@theberylinstitute.org.

 

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PX Body of Knowledge – Worth It?

Posted By Bryanna Gallaway, MPA-HSA, CPXP, Thursday, May 26, 2016

Having the opportunity to work for an organization like Stanford Health Care, a pioneer of science and experience innovation1, I wasn’t sure whether the Patient Experience (PX) Body of Knowledge program would be of great benefit to our organization. Through my love for learning and trust in the high quality work of The Beryl Institute, I pursued the program anyway. This blog serves as a brief reflection on my experience with the PX Body of Knowledge program.

Upon receiving my PX Body of Knowledge account information, I was flooded with an exhilaration that I hadn’t felt since enrolling for classes freshman year of college. I was eager to plan out my learning path, but nervous in knowing I had to balance this with an already very busy schedule (then with collegiate sporting events, mixers and bonding with my dorm mates – now with a fulfilling career, professional board responsibilities and visits to wine country). I was pleased to find a great amount of flexibility in the course schedule, both in the order of topics and in dates offered for the virtual classrooms.

As someone who suffers from the all-too-common multi-tasking condition, I was delighted with how engaging the on-demand online modules were. The navigation was easy, the visual design was pleasing, the content was progressive and the built-in gamification was a fun way to test information absorption. The most helpful game was the Policy and Regulatory Issues Jeopardy Challenge, and my overall favorite activity was the interactive Touchpoint Journey Mapping, as it brought visibility to the real flow of a patient’s experience, including handoffs, the environment and their emotional highs and lows.

The virtual classrooms are where the content really comes to life. With guidance from The Beryl Institute’s facilitators, participants share stories and insights related to the course topic. The dialogue deepens the understanding and application of the on-demand learning modules. An effective feature of the virtual classroom is the chat function, allowing for questions and networking to occur throughout the session. Though everyone chooses a unique course sequence, I enjoyed connecting with a cohort of familiar names and voices throughout the duration of the PX Body of Knowledge program.

Overall, I found that some of the content wasn’t brand new to me, but a much needed refresher and validation that we as a healthcare institution and I myself as a healthcare executive are on the right track. I was introduced to enhancement ideas for programs we currently have in place, and I certainly learned many new approaches to problems or unmet needs of our patients, families and staff. The PX Body of Knowledge program was also a helpful guide in preparing for (and passing!) the Patient Experience Institute’s Certified Patient Experience Professional (CPXP)2 exam.

Without spoiling too much of the PX Body of Knowledge plot, these were a few of my key takeaways, which I have been able to incorporate at Stanford Health Care:

  • The Platinum Rule, "Treat others how they want to be treated”, and other patient-centered care best practices
  • Cultural sensitivities, training, and competency assessment (e.g. workforce generations, beliefs and customs, and the nine elements of cultural competence)
  • Evolution of patient experience, patient advocacy and glossary of healthcare policy acronyms (e.g. NQF, MOC, AF4Q, CMMI, PQRS, SIM, HEDIS, and many others)
  • Employee engagement drivers and coaching toolkits (e.g. Harvard Business School Model: how to identify issues before beginning to coach, encourage employees, highlight skills, praise, conduct respectful inquiries, offer sound and confidential advice, provide guidance)
  • Patient experience statistics refresher (standard deviation, correlations and run charts, oh my)
  • Many additional fun facts that were included in Stanford’s Patient Experience Week Trivia game3

To answer the question posed by the title of this blog, is the PX Body of Knowledge Program worth it? I’d say absolutely!  

Sources:
1
Stanford Health Care People Magazine, C-I-CARE Program Overview, pages 6-7: https://issuu.com/stanfordhospital/docs/shc_people_4.26
2Patient Experience Institute and CPXP: http://www.pxinstitute.org/
3Stanford Health Care Patient Experience Week Overview and Jeopardy: http://c.ymcdn.com/sites/www.theberylinstitute.org/resource/resmgr/PX_Week/C-I-CARE_Patient_Experience_.pdf and http://c.ymcdn.com/sites/www.theberylinstitute.org/resource/resmgr/PX_Week/C-I-CARE_PXTrivia.pdf

Bryanna Gallaway, MPA-HSA, CPXP, is the Director of Service Excellence at Stanford Health Care. Bryanna is driven and inspired to create a positive impact on the patient, family and colleague experience through design thinking and process improvement, empathy and compassion training, servant leadership and team development, and collaboration across national patient experience and healthcare leadership communities. Stanford Health Care has been on a patient experience and process improvement journey for some time now. Over the past five years they have improved their inpatient patient satisfaction scores from the 63rd to the 89th percentile and cancer center scores from the 22nd to the 90th percentile. Stanford has cultivated a culture of compassion through the C-I-CARE Program, not only improving patient experience, but also improving their overall employee engagement from the 61% to 75%.

Tags:  body of knowledge  certificate program  leadership  learning  professional development 

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Life-Saving Patient Experience and The Beryl Institute Give New Meaning to Our Life

Posted By Janice Lee Juvrud , Tuesday, April 26, 2016

My patient experience began in 2003 when my husband, Michael, was diagnosed with auto immune hepatitis which eventually destroyed his liver. After nine years of becoming progressively sicker, he finally had a liver transplant. Complications occurred. He went into cardiac arrest. Forty-five minutes of heroic efforts by his medical team, along with a healthy dose of faith, brought him back to life although he remained in a coma for two weeks.

Days later, a second liver transplant was done which led to more complications: paralysis, kidney failure, lung failure, pneumonia, hospital acquired infection, ICU psychosis, heart problems, skin infections, CMV infection and more. Five months later Michael came home with an open wound the size of a football, and for the next year he was hospitalized two weeks of each month. Now four years after two transplants he is adjusting to a new normal for his life.

Although I was not the patient, I lived through my husband’s experience viscerally and as his sole caregiver. This experience, spanning nine years, left me feeling grateful to all the people who helped Michael survive. I now felt the only place I wanted to work is in healthcare. About two years ago, a doctor at the hospital mentioned The Beryl Institute to me. Knowing of the Beryl Institute opened my mind to a world of possibilities. Because I was honored to receive a scholarship to The Beryl Institute’s Patient Experience Conference this year, the possibilities started to become real. The conference was the perfect place for me!

Day after day, I attended sessions and met people who are also passionate about healthcare. Everyone I spoke with generously shared their experiences and connections. Several evenings a group of us had dinner together. This was a wonderful way to get to know people and build new relationships. All this gave me hope that I could make a living in healthcare doing work that had meaning for me. For years I have worked with organizations to develop work cultures that build strong relationships across the organization and with customers. I now see how I can apply my previous work to hospitals, particularly improving the patient experience. It was The Beryl Institute and Patient Experience Conference that helped me make this connection.

Just to give you an idea of the sessions offered, here are a few I attended:

  • Technology which is used to align patient’s and physician’s treatment goals and how together they reach highly personalized decisions;
  • Experience based co-design care process to ensure patients are heard and involved in their care;
  • Assessing current patient experience efforts and identifying critical steps for improvement
  • Empathy, can you teach this?

An especially moving experience for me and many others was Ronan Tynan, a Keynote Speaker, who is one of the Irish Tenors. After he spoke about his healthcare experiences, suddenly his rich, beautiful voice filled the auditorium as he sang Halleluiah. The song and his voice captured everyone’s heart. During Michael’s hospitalizations, we spent months listening to songs. The music reduced anxiety, blocked out the hospital noise and relaxed us enough to sleep. We felt the healing power of music.

The Institute is committed to improving the patient experience through collaboration and shared knowledge. Their commitment to this was obvious by the design of the conference that emphasized collaboration and sharing. In addition to fifty sessions, there were Breakfast Table Topics, a Patient Advocacy Community Gathering and a Body of Knowledge overview session to answer participant’s questions.

I left the conference feeling inspired with a broad overview of the patient experience and a better understanding of ways to improve it. I met many caring and knowledgeable people who may support me as I help hospitals improve their patient’s experience. The best way I can contribute to improving patient experience is to support hospitals develop their cultures.

Janice Lee Juvrud is a Company Culture Consultant, Certified Coach, member of Patient Family Advisory Council (PFAC) New York Presbyterian Hospital, Patient Advocacy Committee (PAC) of The Beryl Institute, currently taking a course in Caring Science, Mindful Practice by Dr. Jean Watson and grateful that Michael is alive!

Tags:  body of knowledge  healing  learning  patient and family  Patient Experience Conference 

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