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Experience Framework

Guiding Your Experience Efforts

The Beryl Institute's Experience Framework identifies strategic areas through which any experience endeavor should be framed, provides a means to evaluate where organizations are excelling or may have opportunities for improvement and offers a practical application to align knowledge, resources and solutions.
Shaped by the contributions and learnings of our patient experience community, the Experience Framework includes eight strategic lenses through which organizations can address experience improvement and excellence.


Hover over a section of the visual to learn why each strategic lens is part of the Experience Framework.
Click on an icon or heading to search content available to support your efforts in that area.

Culture & Leadership The foundation of any successful experience effort is set on who an organization is, its purpose and values, and how it is led. Environment & Hospitality The space in which a healthcare experience is delivered and the practices implemented to ensure a positive, comfortable and compassionate encounter must be part of every effort. Quality & Clinical Excellence Experience encompasses all an individual encounters and the expectations they have for safe, quality, reliable, and effective care focused on positively impacting health and well-being. Infrastructure & Governance Effective experience efforts require both the right structures and processes by which to operate and communicate and the formal guidance in place to ensure sustained strategic focus. Policy & Measurement Experience is driven and influenced by external factors and systemic and financial realities and requires accepted and understood metrics to effectively measure outcomes and drive action. Innovation & Technology As a focus on experience expands, it requires new ways of thinking and doing and the technologies and tools to ensure efficiencies, expand capacities and extend boundaries of care. Patient, Family & Community Engagement Central to any experience effort are the voices of, contributions from and partnerships with those receiving care and the community served. Staff & Provider Engagement Caring for those delivering and supporting the delivery of care and reaffirming a connection to meaning and purpose is fundamental to the successful realization of a positive experience.

Assess Your Organization

Where are you excelling and where do you have opportunities for improvement? Find out now through the Experience Assessment, a quick  tool in which you can individually or organizationally identify how you are performing in each of the eight strategic lenses. 

> Get Started

Connect to Information and Tools

The Experience Ecosystem is an interconnected community of resources, organizations and solutions to support healthcare teams in positively impacting the patient experience.

> View Ecosystem


The Experience Framework and Assessment are part of The Beryl Institute's Path to Experience Excellence, offering resources and tools to support every stage of your experience journey. 

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The Beryl Institute
1831 12th Avenue South, #212
Nashville, TN 37203