“We are ALL the patient experience” is not just the theme that underlined Patient Experience Conference 2014; I would offer it is an idea that must be central to patient experience improvement and the patient experience movement overall. I am encouraged by the increasing acknowledgement that it takes all players in the healthcare marketplace, across the continuum, through the established hierarchies, and from patient & family, to caregiver, to community to ensure the best in experience.
This was exemplified during my On the Road visit just last week to Cape Regional Medical Center that will be published later this month. What I found was an institution that understood and acted fully on what community meant and, in doing so, engaged staff, physicians, leadership, patients and families in collective efforts to provide the best in experience.
I am often asked for the quick list of solutions to drive patient experience excellence or the checklist of actions that will lead straight to success. What my visit to Cape Regional reinforced, and what I have learned from so many other institutions, is that there is no one path to patient experience nirvana. Actually, I think we could all identify many core tactics that would help support improvement efforts. There are truly no secrets in this work (or at least there should not be). In fact I would challenge any organization that claims to have the secret recipe, be they provider or consultant, to examine what is truly distinct or unique about their efforts, and highlight, market and sell around that premise – not as an ultimate solution, but as a piece of an intricate puzzle. I believe there are practical ideas and innovative solutions we can learn from one another and, in fact, that is what I hope to reinforce.
A strong patient experience effort must be built on a patchwork of ideas, with a foundation of commitment across roles and responsibilities. While patient experience may be (and we encourage it should be) led by an individual or partnership of leaders, it can never be fully executed in isolation. In fact if we believe that at its core, experience is about the interactions that take place between two human beings around issues related to quality, safety, service and even improvement, then we must acknowledge the simple, yet powerful point that we are all the patient experience.
The implications for this understanding are significant and the imperative for supporting action is clear. Successful organizations driving patient experience improvement, and sustaining it, have worked hard to:
- Develop and support leaders at all levels, in all roles, across all functions
- Equip people with direct and easy access to the broadest amount of relevant and actionable information possible
- Build solid partnerships with those they serve through active patient and community engagement
- Build recognition and performance plans in direct alignment with experience objectives
- Create a sense of shared ownership and reinforce accountability for ideas developed and actions taken
And the list could go on as you build an integrated effort.
You see, improving patient experience and the effort it requires must be owned by all and every individual most often impacts experience at the moment of a simple encounter. This means we must prepare these individuals to act. It is for this very reason that we introduced a simple, but comprehensive Institutional membership access to The Beryl Institute this year. This membership offers healthcare facilities of all sizes and purposes the broadest access for the most individuals in their organization. It provides information, education and accountability across the organization’s community. We have seen organizations with front line nurses to senior leaders and patient and family advisory council members to physicians engaged in accessing community resources and, in doing so, contributing strong ideas as well.
It is in our ability to engage the broadest range of voices through which we can find the best in experience outcomes. I encourage you to provide the opportunity for leadership to emerge, for new ideas to be fostered and for proven concepts to be shared. I know at the Institute we are committed to ensure you have the platform on which to build those efforts every day. Here is to all each individual contributes to the best in experience and for the rallying cry that moves us forward: We are ALL the Patient Experience!
Jason. A. Wolf, Ph.D.
The Beryl Institute