The Patient Experience Body of Knowledge is a community-developed framework capturing the knowledge central to the role of the patient experience leader. Over 400 individuals from 10 countries contributed to the development of the body of knowledge resulting in a broadly accepted set of 15 domains and associated skills reflecting the core accountabilities associated with being an effective patient experience leader. This work frames the field of patient experience, defines its core ideas and provides a clear foundation of knowledge that supports the consistent and continuous development of current and future leaders in the field.
Understanding of the core concepts of service excellence and the patient experience, their history, general context setting and core knowledge overview.
Domain: Employee Engagement
Understanding of the processes to engage and reward staff at all levels in key aspects of patient experience.
Domain: Service Recovery
Understanding the models and processes for establishing effective service efforts and managing recovery efforts .
Domain: Patient & Family Centerdness
Understanding of the various Patient & Family Centered Care models and how to identify and implement their underlying concepts.
Domain: Leveraging the Patient Experience Through Effective Communication
Understanding of interpersonal communication skills and processes for communicating about patient experience efforts.
Domain: Organizational Effectiveness
Understanding of the processes to address organizational effectiveness, change management and improvement.
Domain: Healthcare Leadership & Management
Understanding of the principles of healthcare management and leadership including strategies that influence stricture and/or help shape the patient experience role in an organization.
Domain: Coaching & Developing Others
Understanding of the effective design and delivery of learning and development and coaching of others in working to achieve desired outcomes.
Domain: Cultural Competance & Diversity
Understanding of the impact that diversity and difference plays in the design and delivery of effective patient experience efforts.
Domain: Experience Design
Understanding of how to design the overall experience, including engaging customer voice, marketing, etc.
Domain: Clinical Partnerships
Understanding how to establish and sustain effective clinical (physician and nurse leaders and practioner) relationships and ensure engagement with patient experience plans.
Domain: Hospitality & Healing Services
Understanding the scope, structure and influence of critical hospitality and healing touch-points that can influence and impact overall experience.
Domain: Technology Application
Understanding the range of technology that can influence patient experience and how to integrate into experience efforts.
Domain: Metrics & Measurement
Understanding the components of an effective measurement process, including the identification of key metrics and the use of data.
Domain: Policy & Regulatory Issues
Understanding of the policy and regulatory issues that influence or impact patient experience efforts.
In 2012, a project steering team mind-mapped and categorized a wide range of knowledge associated with effective patient experience leadership. These thoughts led to an initial framework that was used to engage patient experience leaders and healthcare professionals from around the world in providing invited comments and content suggestions through direct feedback, focus groups and an open comment period. As of today over 400 individuals from 10 countries have contributed to the process. The result are the fifteen domains outlined in the Patient Experience Body of Knowledge framework.
From the global open comment period, which was used to gather the voices and feedback of additional patient experience and healthcare leaders, patients, families and support networks and community members alike, the conversation continued. The Institute engaged practitioners and thought leaders and collaborated with other leading organizations in each of the domains to ensure the most comprehensive knowledge base possible.
Virtual Focus Groups were also held during the open comment period and provided interactive sessions in which the Body of Knowledge framework was reviewed and feedback discussed on the domains of focus. Participants shared input and ideas and engaged with peers on each topic. The participants feedback helped to influence the continued development of the key domains.
During Summer 2013, several key actions took place. Domain teams led by volunteer leaders completed a comprehensive review and analysis of the entire BOK, developed course content outlines for each domain and The Institute conducted a pulse survey seeking feedback from the community on the desire and importance of Professional Certification and/or a Curriculum-Based Certificate program. Simultaneously
, a certification steering team began work to finalize details for Patient Experience Professional (PXP) Certification. Starting in the fall of 2013, course development began for each BOK domain. Some of these course became available as early as the Spring of 2014
The power of this process has been, and will continue to be, that it includes the voices of hundreds of individuals from around the world in a collective discussion on what it means to truly be a leader in patient experience efforts. The forum was just another example of how we continue to look for ways to include your important voice in the conversation. A guiding principle of this work is that the outcomes are grounded in the voice of the field and a reminder of the core ideas fundamental to any leadership role in today’s healthcare environment.
*Patient Experience Body of Knowledge and associated content copyright of The Beryl Institute 2014