Body of Knowledge Process Update - Summer 2013
A number of the PX BOK domain team members participated in a breakfast forum during the PX 2013 Conference held in April. The forum provided an opportunity for the volunteer members to meet Deanna Frings (Director of Education & Professional Development) and to update each other on the work completed over the past year including the development of learning objectives and content outlines for each of the 15 Domains identified as part of the PX BOK. In addition, the dialogue provided the opportunity for the sharing of ideas on the hopes, dreams and concerns the group had related to the next steps of the process and the overall objectives of this critical work.
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.
During the summer, several key actions have been taken.
- Completed a comprehensive review and analysis of the entire BOK (all 15 domains).
- Conducted a pulse survey seeking feedback from the community on the desire and importance of Professional Certification and/or a Curriculum-Based Certificate program.
- Plans are now underway to design a prototype learning module.
- To support this we are seeking individuals who identify as subject matter experts in the domain areas and who would be open to providing input to the Instructional Designer in the development of the learning modules
- We anticipate the launch of the first learning module later this year with additional modules soon to follow in early 2014.
- We are also beginning to form the Certification Steering Team that will guide the direction of PX Certification.
For any further questions on the program or process, please contact: Deanna Frings, Director, Education & Professional Development
Patient Experience Body of Knowledge - Domain Overview
Based on the input provided during the open comment period, the fifteen domains below represent an extensive collection of knowledge and skills associated with patient experience leadership.
|History: Customer Service to Service Excellence and Patient Advocacy to Patient Experience||Understanding of the core concepts of service excellence and the patient experience, their history, general context setting and core knowledge overview.|
|Healthcare Leadership & Management||Understanding of the general principles of healthcare management and leadership including strategies that influences structure and/or help shape the patient experience role in an organization.|
|Communication||Understanding of interpersonal communication skills and processes for communicating about patient experience efforts.|
|Organizational Effectiveness, Performance Improvement & Change||Understanding of the processes to address organizational effectiveness, change management and improvement.|
|Employee Engagement||Understanding of the processes to engage and reward staff at all levels in key aspects of patient experience.|
|Coaching & Developing Others||Understanding of the effective design and delivery of learning and development and coaching of others in working to achieve desired outcomes.|
|Cultural Competence and Diversity||Understanding of the impact that diversity and difference plays in the design and delivery of effective patient experience efforts.|
|Patient & Family Centeredness||Understanding of the various Patient & Family Centered Care models and how to identify and implement their underlying concepts.|
|Experience Design||Understanding of how to design the overall experience, including engaging customer voice, marketing, etc.|
|Clinical Partnerships||Understanding how to establish and sustain effective clinical (physician and nurse leader and practitioner) relationships and ensure engagement with patient experience plans.|
|Service Recovery & Feedback Management||Understanding the models and processes for establishing effective service efforts and managing recovery efforts.|
|Hospitality & Healing Services||Understanding the scope, structure and influence of critical hospitality and healing touch-points that can influence and impact overall experience.|
|Technology Application||Understanding the range of technology that can influence patient experience and how to integrate into experience efforts. |
|Metrics & Measurement||Understanding the components of an effective measurement process, including the identification of key metrics and the use of data.|
|Policy & Regulatory Issues||Understanding of the policy and regulatory issues that influence or impact patient experience efforts.|
Virtual Focus Groups
Virtual Focus Groups were 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.
Steering Team Members
A special thank you to the now almost 400 individuals contributing to the process so far from around the world. Special thanks for the continued contributions and leadership of the Patient Experience Body of Knowledge Steering Team listed below.
Paul Clarke, NCH Healthcare System
Andrea Herbert, UCLA Health System
Mary Malone, Malone Advisory Services
Tony Padilla, UCLA Health System
Michelle Serrato, Clovis Community Medical Center
Colleen Sweeney, Sweeney Healthcare Enterprises
Tiffani Darling, Northwestern Memorial Hospital
CJ Merrill, St. David's Healthcare
Carol Santalucia, Santalucia Group
Jason A. Wolf, The Beryl Institute
Also special thanks to our 15 domain team leaders who have been guiding the content development process. Many of who are listed in the following page.