Silence: The Invisible Tool for Patient Experience Excellence

2016-02I must start my comments with a disclaimer that this blog is not about noise reduction, though I still have yet to find an organization that has conquered this great challenge in healthcare today. In fact our own research at The Beryl Institute continues to show noise reduction to be a leading area of focus, public survey results continue to highlight it as a challenge and a simple walk around most healthcare facilities reinforces the opportunity this issue represents.

Interesting enough was that in our own work on the issue of noise and hearing from recognized efforts in the field of healthcare acoustics that we will never and in actually should never strive for perfect silence. Not only would it be unachievable, it would not meet the true needs of so many in our care. Rather what I mean by silence as we look to patient experience excellence is a much different idea. I wish to frame this not as a negative – i.e., the result of suppressing noise, but rather in the appreciative, as the art of creating a space in which we can hear.

I spent the last week traveling the halls of healthcare organizations and was warmed by the buzz of humanity, and embraced by the rhythmic symphony of conversations and footsteps, beeps and clicks all symbolizing the living nature of healthcare. But what was most moving and perhaps most powerful was a lesson hiding invisibly in front of all us in healthcare trying to have a positive impact…it was those subtle moments between the beats that have incredible power.

In providing a sense of silence for those we work with, care for and serve we create a space for their voices to be heard, their ideas to find opportunities to grow. In affording the gift of silence – that is the space of silence – we enable people to feel acknowledged and listened too. Yet we must also admit that of all places healthcare may be the hardest place to provide this space of silence.

What I mean by this is our ability to be with someone so they can express themselves, providing time to think and reply, to open our eyes or inform us even in the face of the great expertise so many bring in this work. In the space of silence we do more to offer a sense of dignity and respect, of care, compassion, and commitment than we almost ever do in providing a monologue pertaining to our expertise. There is a time and a place for that as well.

In a world where speed so often matters and chaos is the foundation of normality, the ability to sit with someone and allow them to be heard is profound. So how can we proceed in this way for better outcomes in all we do? It may be the most simple, yet difficult concept I have yet proposed in tacking patient experience opportunities. Yet I see it over and over, when we take the time to listen for needs, understand pains, work to connect with the human standing across from us that most of all wants to be heard, great things can and do happen.

As an extrovert I am guilty of violating this trust more often that I would like to admit, so I feel comfortable challenging us all in how we can proceed. How often do we provide the space for a reply, invite a comment or simply choose to be with someone by sitting at their bedside, holding their hand. Words at times do more to create our noise problems than anything else. More so we hear from many that in their attempt to be heard we in healthcare often miss their voices…our lack of silence being the very liability we look to avoid.

This was no more apparent to me than in the moving story shared by a brave colleague Tanya Lord who in all she tried to raise about the care of her son in a mishandled post operative situation was simply given the typical responses and they were eventually discharged from care. In many ways to me her story, and the tragic and painful loss of her son, was a bold splash of our cold reality in healthcare. We must find the time for silence and to listen…in those moments we have the greatest chance to change, if not save, lives. We must also acknowledge this is about much more then the act of listening. I am sure many of the folks with whom Tanya engaged listened, they just did not hear. They too missed the art of silence. To be clear, I am not suggesting a silence in which people are not heard, but rather in creating the space in which we actually allow hearing to happen.

If we are to achieve the best in experience for all in healthcare it cannot simply be about what we say or know, the strategies we shape or the tactics we employ. At its very essence it must be about how we as humans choose to address this sacred and critical work. In all that is sacred I maintain the most transforming moments are less often found in the words and more in the silent moments and what they contain in between. If we can intentionally bring silence to our work in patient experience it may be the boldest and I dare say loudest statement of our humanity and all we strive to achieve in caring for one another. I am willing to give it a try…are you?

Jason A. Wolf, Ph.D.
President
The Beryl Institute

How Will You Invest in Patient Experience in 2016?

2015-12 BlogWe recently celebrated our first five years as a community of practice and looked back, somewhat in awe, at the incredible growth of this organization over such a short time. The Beryl Institute is now a global community of almost 40,000 individuals passionate about improving the healthcare experience for patients, families and caregivers.

The momentum continues, as does the realization that organizations are making significant investments in time, energy and dollars to ensure they are prepared to deliver the best possible patient experience. We see these investments in many forms from hiring teams to training leaders and staff to building and supporting cultures of excellence.

As we shared in the 2015 State of Patient Experience Benchmarking study, senior patient experience leadership and staff investment is growing with 42% of respondents having a Chief Experience Officer (or comparable position) compared to only 22% two years ago.  Along with that, the size of patient experience teams is growing; 33% of organizations reported having five or more staff members supporting patient experience efforts.

The Beryl Institute community reflects this trend as well. This year over 200 organizations will invest in institutional membership – meaning they provide unlimited access to the Institute’s white papers, webinars, topic calls, learning bites, etc. to everyone within their facility. They are making a statement that people in ALL roles impact the patient experience and should have access to research and collaboration that will assist their efforts.

We have also seen tremendous interest in learning and professional development programs intended to train patient experience leaders and other staff. We recently increased our virtual classroom offerings in the Patient Experience Body of Knowledge courses to support growing participation in the community-developed program that provides Certificates in Patient Experience Leadership and Patient Advocacy.

Patient Experience Conference had its largest attendance to date this year and we were honored to partner with member organizations to host sold out Regional Roundtable events in San Francisco, Charlotte and Minneapolis. Our community is eager to gain (and share) knowledge and to invest in their personal career growth. In fact, today our sister organization, Patient Experience Institute, will offer the first testing opportunity for those hoping to earn their CPXP, the professional certification for Patient Experience Leaders.

While we’re excited to celebrate the five-year milestone, we acknowledge how much work is still to be done. We imagine (and hope to help inspire) a world where all healthcare organizations appreciate the power and impact of patient experience efforts and make without hesitation the investments necessary to be the best they can be for patients and families.

Earlier this year we released Our Stand, a list of guiding principles we’ve identified in our five years of leading this work that can have significant impact on patient experience success. I share them again as a reminder as you evaluate your own efforts and consider what investment opportunities make sense to support your specific needs.

We believe organizations and systems committed to providing the best in experience WILL:

  • Identify and support accountable leadership with committed time and focused intent to shape and guide experience strategy
  • Establish and reinforce a strong, vibrant and positive organizational culture and all it comprises
  • Develop a formal definition for what experience is to their organization
  • Implement a defined process for continuous patient and family input and engagement
  • Engage all voices in driving comprehensive, systemic and lasting solutions
  • Look beyond clinical experience of care to all interactions and touch points
  • Focus on alignment across all segments of the continuum and the spaces in between
  • Encompass both a focus on healing and a commitment to well-being

As you prepare for the coming year I challenge you to reflect on your organization’s commitment to experience improvement. Where are you exceling and where are your opportunities to do even more for your patients, families, caregivers and staff? Our patient experience community is here to support your journey and I encourage you to take full advantage of the incredible resources and knowledge available.

Wishing you a wonderful holiday season and a successful New Year!

Stacy Palmer
Vice President, Strategy and Member Experience
The Beryl Institute

Patients and Families Included

patients_included.001Just a short, but incredibly exciting 5 years ago, I was writing my fourth patient experience blog in what has become a monthly occurrence. In that blog I introduced the definition of patient experience created by early contributors to The Beryl Institute community. In those first months of our work we were focused on reinforcing some fundamental ideas and values that have remained at the core of our work at the Institute since that summer we got underway.

In introducing the definition we offered,

“A positive patient experience is created by partnering with patients and their support network (i.e., families or caregivers) to anticipate needs and exceed expectations, recognize the individuality of each patient as a decision maker, form a caring, compassionate and lasting relationship.”

From those very roots we have operated, not from the perspective of providers only, or espoused a singular model or organizational perspective. Rather, we have comfortably left that to those with personal or business interests in what they saw and see as the potential of the patient experience marketplace. Our belief was and remains that the ability to improve the patient experience at a global level is grounded in collaboration and partnership, a welcoming of all perspectives and encouraging open sharing of ideas across segments of healthcare, organizational boundaries and even national borders. This philosophy has led to the largest community of practice dedicated to patient experience improvement, now almost 35,000 people strong representing almost 50 countries around the globe.

The significance here is that from the very beginning of our work we have operated from the mindset that patients and families are partners in the overall experience conversation, or simply stated, patients must be included. I offered this perspective as recently as my Hospital Impact Blog last week, but perhaps more importantly have lived it through our work as we have continued to learn and grow as a community. These efforts have been realized through the inclusion of patient and family voice on our boards from the outset, in our establishment of our Global Patient and Family Advisory Council (GPFAC) and the cutting edge work they continue to push us to explore (including some exciting news to be announced later this month), and they have been seen in our provision of learning and content from webinars and papers, to Patient Experience Conference itself, which has included patient and family voice on stage, in breakouts and in participation for the past few years.

It is for these reasons and grounded in our founding values that we are excited to also reinforce our commitment to the formal efforts around having patients included in healthcare gatherings. The phrase “nothing about me without me” is not new to healthcare, but what is emerging is a more critical intent on ensuring the consumer voice is engaged and included in the broader healthcare conversation – not simply around individual episodes of care, but in the very discussion of policy, procedures and processes that impact all engaging in healthcare globally.

For this reason, “patients included”, is much more than a nice phrase, it is our commitment and should be the commitment of so many other organizations espousing to include or more significantly represent the patient and family voice in healthcare. As a community comprised of all voices, we believed it was important to reinforce this important point.

The “patients included” movement was inspired by an experience and subsequent blog authored by a virtual colleague and thoughtful healthcare leader Lucien Engelen. He offers in recounting the roots of this effort, “When it was my turn to deliver my keynote, I asked the audience ‘How many patients are present here?’ Not one, it appeared. That there should be so much talk about what patients need and want without them being present prompted me to take action.”

The action resulted in the “Patients Included” movement and most recently a full charter guiding a true patients included effort around healthcare events. The charter, created by the voices of patients, caregivers and healthcare leaders in Spring 2015, calls on healthcare events to commit to the following:

  1. Patients or caregivers with experience relevant to the conference’s central theme actively participate in the design and planning of the event, including the selection of themes, topics and speakers.
  2. Patients or caregivers with experience of the issues addressed by the event participate in its delivery, and appear in its physical audience.
    • The Beryl Institute Patient Experience Conference 2016 keynote speakers includes patient and family voice and perspective. In addition, when sessions are selected late August, they will also reflect patient and family representation.
  3. Travel and accommodation expenses for patients or carers participating in the advertised programme are paid in full, in advance. Scholarships are provided by the conference organisers to allow patients or carers affected by the relevant issues to attend as delegates.
    • The Beryl Institute Patient Experience Conference 2016 offers patient and family scholarships to conference participants to support engaging more patients and family members in the overall patient experience conversation. In addition, patient and family voice throughout our conference keynote speakers are fully covered for fees, travel and accommodation.
  4. The disability requirements of participants are accommodated. All applicable sessions, breakouts, ancillary meetings, and other programme elements are open to patient delegates.
    • The Beryl Institute Patient Experience Conference 2016 will accommodate all disability requirements of conference participants for all parts of the program elements.
  5. Access for virtual participants is facilitated, with free streaming video provided online wherever possible.
    • The Beryl Institute Patient Experience Conference 2016 will provide conference access and updates to virtual participants through social media and the #PX2016 hashtag. Conference participants actively engage online via social media and conference presentations are made available to participants after the event.

While not every organization may be able to accommodate these commitments due to constraints or other considerations, they reinforce a powerful statement on what including all voices and providing the access to do so truly means. At The Beryl Institute, we ourselves have met these very commitments for our own Patient Experience Conference. Patients and families contribute to program development and review and are critical voices on stage and in breakouts. Scholarships, though modest are provided and accessibility, one of our core operating values, is reinforced, including virtual access to the extent possible via social media and other means.

We do this for more than it being the right thing to do. As a community of practice committed to experience improvement, we also believe that which we espouse and encourage in organizations behavior, we must be willing to do and model ourselves.

Patients included is more than a nice slogan or a feel good effort, it is a fundamental premise to executing on the best in patient experience efforts in healthcare today. We welcome the opportunity as we continue to grow to ensure we maintain this perspective and challenge and encourage the patient experience community and the broader healthcare community to take note. Patient and family voice matters in our ability to provide the best in outcomes, it has and always will.

Jason A. Wolf, Ph.D.
President
The Beryl Institute

Patient Experience: From Evidence-Based to Proven Practice

julyblog15The conversation on how we both measure and show the value of patient experience continues to grow. With the emergence of systems such as the Center for Medicare and Medicaid services (CMS) 5-star rating systems in the US and other performance measures coming online in countries around the world, healthcare organizations, and the people that use them daily, are struggling to identify measures with meaning. Adding clarity to this conversation has been central to our efforts at The Beryl Institute.

Healthcare, as a scientifically grounded industry, has had its roots in evidence. This has driven our quality conversations and more so outcomes-based focus for most of its history. In all we have done to cure humanity, we often overlooked the very humans in our midst. My grandfather, a pediatrician himself, used to note that “bedside manner” was not just a part of the job, but rather the way we “treated” people as people, not just treated them as patients, mattered most.

This is why I believe we need to move beyond just evidenced-based, which is driven in the scientific mindset, to proven practice, which is about driving outcomes through doing. I am not suggesting that scientific exploration is a bad idea, just that it cannot be the only way in which we generate, share and disseminate new practice and the opportunity for expanded outcomes.

For this reason, we have built The Beryl Institute as a global community of practice. Sharing efforts that people put in place that not only sound good, but also do good things is critical in our work in patient experience. This level of flexibility provides for the open-minded creativity necessary to drive better results in the highly variable world we live in. Healthcare as a field should be first and foremost about human beings working for the betterment of human beings.

For that reason we launched Patient Experience Journal (PXJ), as a scholar-practitioner outlet to both share rigorous research and leading practices backed up by strong data. By showing what works in practice and sharing it, we can collectively become stronger in our efforts. (Note: The next submission deadline for PXJ is July 31, 2015). For this reason we also created the Patient Experience Grant and Scholar programs. Through these small, but significant grant opportunities, we are supporting exploration on the front lines of experience, leading to new, interesting and innovative solutions that can be replicated in practice.

Lastly, we have found one of the greatest gathering grounds for sharing proven practice in patient experience has become Patient Experience Conference. Now 5 years old, PX Conference brings together over 50 sessions exemplifying the best in practice and ideas and positive impact and measurable outcomes are shared. Not only through these direct learning sessions, but also via personal interactions and networking, people in the experience community are helping to seed and spread practices that can touch the lives of so many in healthcare around the world. (Note: Patient Experience Conference 2016 will be held April 13-15, 2016 in Dallas, TX. Call for presentations is open through July 17, 2015).

The point being here, that if we share the belief that experience is grounded at the point of interaction between one human being and another, we MUST drive the conversation beyond evidence to proven practice – what works in that moment of interaction and leads to the positive, strong and lasting outcomes. If we are to collectively impact proven practice, consider the following:

  1. Outline your process. Capture the process you are putting in place. This helps create institutional memory and replicable practice. What process did you put in place? What resources did it require? Who was involved and what time did it take?
  2. Test your practice. Yes this is where experimentation must come into play, but beyond theory to practice. Proven practice is much more than best practice. It must be shown – proven – to work.
  3. Document your results. Make sure you write up your findings. What worked, what didn’t? What were the key lessons learned? What recommendations do you have for others?
  4. Share your findings. Consider avenues to share your information. The power of proven practices is not just the impact they have for your organization, but how they can bring value to others. Consider outlets such as PXJ, Patient Experience Conference, Institute Case Studies and others to share your story and results.

The power of our patient experience community has always been in the space it has provided all of us to share and learn. The key is that we move beyond theory, to where practice is having an impact and driving positive outcomes. The value of what we do together in creating a growing library of ideas is truly the foundation of what patient experience is about. Through our collective voices great things can and do happen… I invite you to contribute.

Jason A. Wolf, Ph.D.
President
The Beryl Institute

The importance of invitation in patient experience excellence

I was talking to a member recently who asked what has been the key to our growth at The Beryl Institute over the last few years from an idea to a global community now engaging over 30,000 members and guests from around the world. My response came quickly. It is the willingness to ask – that is to invite people to participate, to get involved, to offer ideas, to provide input, ultimately to engage in our efforts and in this movement.

It was for both of us, a subtle, but profound moment, as the individual was struggling with how to move from mandating compliance to experience efforts in their organization to creating a sense of involvement and ownership for action. For me, I realized it has been a sense of openness to all ideas, perspectives and voices, the value of abundance I challenged us all to consider in starting this year, that has supported our own ongoing efforts to invite the engagement of so many of this journey. I too recognized in our conversation that invitation was not only an opportunity for growth, it provided a powerful idea for patient, resident and family experience excellence itself.

Invitation is a simple, yet profound act. It requires a strong sense of self-understanding, a willingness to be vulnerable and open to new discoveries. In offering an invitation we acknowledge the value of others and express our respect for and trust in their presence. More so invitations themselves are the seeds of new possibilities.

When I think about what organizations work to accomplish for those in their care at all points of interaction across the continuum, the greatest opportunity we may have is to invite. If we believe experience excellence is driven by both the engagement of the people in our organizations and those we care for, why just create opportunities for engagement and hope others respond? Rather we must create them and invite people to act.

How can we do this in healthcare today? For our own teams we can invite input on new ideas or participation in strategic efforts or even tactical planning. For patients, residents and families we can invite their participation in both personal and organizational opportunities. As individuals, we can engage them in their care planning, involve them in shift transition conversations or even post care decisions. Organizationally we can invite involvement in patient, resident and/or family advisory councils, we can engage people in strategic planning sessions or on operating councils or boards.

I believe there is a significant difference in hearing “people are just not engaged” if we simply work to create opportunities we hope people will take advantage of versus creating those opportunities and actively inviting participation. Yes, it is through inviting that we have the greatest of opportunities in creating cultures and interactions that will drive the best in experiences. How will you create opportunities for invitation in your own organizations for both whom you work with and those you serve?

In that spirit of invitation then I would be remiss in not living up to the response I offered my colleague. While there are so many ways to engage in the patient experience movement, first I invite you to consider joining us for Patient Experience Conference 2015. As a central community gathering for people committed to experience excellence at points all across the continuum of care and supporting those efforts, this event provides for a coming home and/or a recharging for some, and an awakening and/or learning opportunity for many others. More importantly it connects you with fellow travelers on this journey and committed to this cause from which to build lasting connections.

With that I too must invite you and your organizations to consider our most rapidly growing opportunity in the Institute itself, Institutional Memberships. These incredible connections have stretched the boundaries of the experience conversation in ways we could not anticipate and to corners of the world we could not imagine. It also reinforces the fact that the experience of those in our care is an ongoing and relentless pursuit and connecting to a broader community and support network can only help each of us be stronger. That is it, the power of invitation exemplified.

Many of you may have heard of Shel Silverstein, one of the earliest poets I digested as a child. And while seemingly focused on children in his writings, his message resonates for all of us. He wrote a wonderful piece called “Invitation”:

If you are a dreamer, come in
If you are a dreamer, a wisher, a liar,
A hope-er, a pray-er, a magic bean buyer…
If you’re a pretender, come sit by the fire
For we have some flax-golden tales to spin.
Come in!
Come in!
– Shel Silverstein

There is incredible simplicity in the art of invitation, and yet it has the opportunity for unparalleled impact on all we do in healthcare today. I invite you to join us. Come in!

Jason A. Wolf, Ph.D.
President
The Beryl Institute

Why We are ALL the Patient Experience!

“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.
President
The Beryl Institute

Reflections on Patient Experience Week

Last week we celebrated the first annual Patient Experience Week, providing a focused time for organizations to recognize accomplishments, reenergize efforts and honor the people who impact patient experience everyday. From nurses and physicians, to support staff and executive professionals, to patients, families and communities served, the Institute brought together healthcare organizations across the globe.

Click to zoom in and see pictures.

Proclaiming a new week to observe is a little scary, especially in healthcare where we were warned that many organizations suffer from ‘Week Fatigue,’ but we were delighted by the excitement, participation and support from the community.

We believe that by being a part of Patient Experience Week, healthcare organizations showed employees they appreciate their hard work and encourage their continued efforts on behalf of patients. This week was meant to enhance patient and staff relations, increase hospital morale and improve overall communication, and that’s exactly what we watched it do.

From the social media buzz to our constant phone calls and emails from excited participants, we had the privilege of watching PX Week move from a mere idea to a true success exemplifying the strength of the global patient experience movement. And for a small, mission-driven organization like the Institute, the power in those five days was substantial. We were excited by every idea, photo, video and email that came in. As we work daily to be a community of practice for professionals passionate about improving patient experience, we believe last week exemplified our heart, soul and mission.

Dozens of #IMPX photos were sent in from individuals and teams, representing medical practices, hospitals and vendors (click on theimage above to zoom in and see some of the faces in the #IMPX mural). Several healthcare facilities added their videos to the #IMPX video library, organizations issued press releases to educate their communities about their patient experience efforts, and flyers, thank you cards, screen savers and even placemats reinforced the importance of the patient experience movement to those delivering care each day.

Hundreds of organizations participated in PX Week webinars where industry leaders discussed the current and future states of patient experience.  In addition to sharing ideas from the community and offering expert perspectives, we were excited to make several new announcements throughout the week:

  • PX Body of Knowledge – After two years of development, the first five courses in the PX Body of Knowledge were released, representing the community-developed foundation for effective patient experience leaders. Over 400 individuals from 10 countries contributed to this work.
  • PX Journal – The inaugural issue of Patient Experience Journal (PXJ) was published, an international, multidisciplinary, open-access, peer-reviewed journal focused on understanding and improving patient experience.
  • PX Learning Bites – We released the first in a series of patient experience learning bites – videos featuring industry leader’s insight about patient experience improvement in 2-3 minute segments.

All of these things represent the power of the patient experience movement – the advancement possible by the sharing of ideas, knowledge and practices and the community of professionals willing to contribute.

With this reflection on PX Week, we recognize and want to reinforce that the work to impact and improve patient experience is not something we just do in one moment, one week or one initiative.  The members of the Institute community and those in healthcare around the world committed to this effort are working tirelessly each and every day to ensure the best in patient experience. We acknowledge, encourage and remain steadfast in our support of these efforts.

As we anticipate the next Patient Experience Week, April 27 –May 1, 2015. We encourage you to mark your calendars and start planning your festivities now, but more importantly, we hope you will join us on the continued journey to create the best possible experiences for patients, their families and caregivers.

Stacy Palmer
VP, Strategy and Member Experience
The Beryl Institute

Reigniting our Intention for Patient Experience Improvement

In just the last few days I had the privilege of spending time with the team at Cincinnati Children’s and then speaking with caregivers, staff, patients, family and community members as part of the Ontario Ministry of Health’s Central Local Health Integration Network Quality Symposium. While vastly different organizations and experiences that crossed an international border I was struck and even moved by the passion and commitment I see growing around the patient experience.

2014-04BlogPic

This is no better exemplified then by the growth of our community at The Beryl Institute and the efforts that have been inspired by each of you. The dialogue on patient experience improvement is growing, not just due to surveys, or even at-risk dollars (though we would be mistaken not to acknowledge its influence). It is not just driven by shifts in policy or even an emerging consumer mindset that has brought the concept of personal choice to healthcare decision-making. We may best describe it instead, by the “perfect storm” of personal awareness, professional passion, and external influence all culminating in this moment. And this is your moment as an individual committed to patient experience improvement.

This culmination guides what we have been inspired to create through our community and in the coming weeks will make available to support this powerful intention. My hope as a servant for the needs of the over 20,000 members and guests of The Beryl Institute and the countless others committed to this movement is that we provide the framework, resources, learning and connections to foster continuous motion.

We start in just a few days with Patient Experience Conference 2014, a physical gathering to engage with one another in learning, sharing, challenging and inspiring efforts. It will be soon followed by Patient Experience Week, a new annual event, inspired by members of the Institute community, to celebrate healthcare staff impacting patient experience. Taking pause during this week provides a focused time for organizations to celebrate accomplishments, reenergize efforts and honor the people who impact patient experience everyday.

In the midst of these major events, are two dynamic resources designed to support the very intention I see burgeoning. The first, the release of the initial Patient Experience Body of Knowledge learning modules, brings this community effort guided by almost 500 voices to its next stage, in providing core learning for current and aspiring patient experience professionals. From this focus on practice we will also see a push for greater research with the launch of Patient Experience Journal (PXJ) and its Inaugural Issue bringing together the voices of academic and practical research from around the world to inform and even challenge our work.

In the weeks ahead, and in the weeks and months beyond, our task together must be to refresh, renew and reignite our intention through these and other efforts. The task at hand may be no simpler, yet never more complex. Your work as champions of patient experience is a relentless effort of doing what is right in every moment. Consider this a rallying cry in a month where powerful people and strong efforts will collide in great possibility. So what can you do about it? I offer:

  1. Acknowledge that whatever role you play, what every title you hold, whatever resources may be at your call, you are a leader for patient experience improvement.
  2. Recognize that complexity may be our greatest foe in dealing with what at its core is our commitment as human beings caring for human beings – keep it simple, that is where great power can be found.
  3. Commit to engaging others in your efforts – be it the voices of patients and families, the insights from community, the experiences of peers or colleagues. While at times it may feel lonely on this journey, know there are so many more carrying this passion with you.
  4. Focus relentlessly on where you can make a difference; the operative concept being there is a place that each and every one of you has a difference to make.
  5. Don’t let complacency be the enemy of your intention; yes there are now scores to earn, objectives to achieve, targets to shoot for, but don’t be afraid to do what you know is right in the end.

The team at Cincinnati Children’s reinforced what I have seen on many On the Road visits and the participants in Ontario exemplified it in their efforts. We all have a vested interest in improving patient experience – be it for ourselves, our loved-ones, our friends, or ourcommunities. This is a cause worth working towards and one in which I hope we will always remember the power of strong and true intention.

Jason. A. Wolf, Ph.D.
President
The Beryl Institute

How Will You Inspire the Patient Experience Movement? Four Considerations for 2014

InspiredI am inspired. The New Year has arrived with great energy at The Beryl Institute. We start 2014 as a global community of practice of over 20,000 professionals, focused without hesitation on ensuring the best in experience for patients, families and one another in healthcare.

I am inspired by the continued commitments expressed for this work: by The Beryl Institute’s Patient Experience Scholars who met recently to share their research and reinforce their willingness to encourage and support others; by the members of the Global Patient & Family Advisory Council who want to influence how patients and family members are heard and engaged in making a profound difference in healthcare; by the many contributing to the development of the Patient Experience Body of Knowledge courses soon to be available to the community; and by many more.

I am inspired by how in the first two weeks of a new year, such commitment and intent can emerge, built on all that has come before and focused with purpose on the great opportunities ahead. As I reflect on this idea, a question emerged and perhaps a challenge for each of us to consider:

How will you inspire the patient experience movement in the year ahead?

I pose this question with the hope that actions and considerations from the smallest moments of unparalleled kindness to the largest strategic triumphs all find room to take root and grow. Inspiration comes in all shapes and sizes, but in this diversity it has strong commonalities – it causes us to feel a sense of something special and powerful. It provides a boundless energy to influence, lead, change and make a difference. This is an exciting prospect in seeing that each of us can choose to have an impact. And while no two actions will be exactly alike, I do want to offer a few thoughts on how you can continue to frame your patient experience efforts to inspire yourself and others.

As we return to the definition of patient experience, I continue to experience its relevance time-and-time again in the application of these words to central actions associated with excellence. In reviewing its words – the sum of all interactions, shaped by an organization’s culture, that influence patient perceptions, across the continuum of care – I again see clear directions on moving your own experience efforts forward. They include:

1. Reinforce strategic focus. Patient experience has proven itself to be a relevant part of the healthcare conversation. It has surpassed the challenges of being dubbed a fad; it too has shown it has stronger legs than just serving as a policy framework. Experience is a central strategic pillar to organizational performance and success. Patient Experience in its broadest sense should be a clear and transparent component of every healthcare organization’s strategy.

2. Clarify and map your critical interactions. Experience doesn’t happen on billboards or in espoused actions, it happens at the most personal moments, at those points of engagement between one individual and another. The ultimate tool in patient experience improvement is your self, your heart, your hands and arms, your minds, your compassion and your common sense. We have a huge opportunity to map the interactions that occur on the patient path to ensure we consider the most effective way to respond at every touch point.

3. Model desired behaviors. Simply put, if interactions drive experience, then the behaviors that comprise them are the conduits that direct these interactions in one way or another. Organizational culture is shaped by behaviors, they represent the people, presence and purpose of an organization overall and no slogan, policy or program will trump the power of individual behavior. We must model, observe, coach and improve constantly to impact experience outcomes.

4. Expand your listening. As we ended 2013 exploring the Voices of Measurement, we learned that the power of data is only as valid as what we choose to do with it. Collection or reporting data for the sake of data misses the opportunity for learning and relevant action. To capitalize on the value of the voices that surround us in healthcare we must expand our listening. Experience is measured first in the direct voices of healthcare consumers, who remain our most significant mirror into our own efforts, but it is also found in the voices of our peers and colleagues. We are only capable of achieving our strategy through our people. They are much more than pawns to direct, but rather living resources accountable for ensuring excellence.

Perhaps these ideas will help spark your own thoughts on how you will choose to inspire the patient experience movement. Regardless of which direction you go, I hope you recognize the power that exists in your own personal choice and the ability to impact the experience of the person that is coming next. The year ahead can and should be about a great many things both personally and professionally. My hope is that you find you can and will be an inspiration in your efforts. This cause is too great for your efforts to be anything less. Now the question remains, what will you do? I look forward to your updates with great anticipation.

Jason A. Wolf, Ph.D.
President
The Beryl Institute

Reflecting on The Patient Experience Movement: The Power of Voices and Collaboration

As we stand at the end of each year, we tend to look back at all that led us to this moment and anticipate all that lies ahead. I stand here now with all of you that comprise our patient experience community, who live and breathe in your every action this patient experience movement, and can say without hesitation that together we have accomplished great things and together there are even more powerful moments to come.

Collaboration-v2

This year has exemplified our core values at The Beryl Institute – the importance of community and the integral role of collaboration. We have worked to reinforce the true power of engaging all voices in the patient experience conversation. This gathering of voices has seen our patient experience community grow from 11,000 to 20,000 members and guests this year alone, representing over 45 countries. This gathering of voices has led to a year in which the foundational ideas of this movement have been reinforced and solidified. In our commitment to expand access to the greatest breadth and depth of individuals across healthcare we recently expanded our membership framework to provide access to all associates in any healthcare facility. These Institutional memberships enable staff at all levels, in all roles, across the range of healthcare organizations to engage, to learn and to lead in their own environments.

In expanding the conversation on voice itself, this year has been shaped by the Voices of Patient Experience series in which we heard from the C-Suite, front-line practice, students across healthcare disciplines, physicians, patients and families and those measuring the impact of our patient experience efforts. This collection of voices served to complement the many others that contributed to learning and sharing of ideas via webinars and case studiesPatient Experience Conference presentations and On the Road visits. Hundreds of you added your thoughts to the conversation via these and other outlets. This open sense of sharing, of giving, of collaboration has allowed the patient experience movement to thrive.

The voices series also raised a significant awareness for the community; to be an organization truly committed to patient experience, we had to move beyond the talk about what we do “to” patients and families, and reinforce an unwavering commitment to do “with”. This partnership in care underlines the very intent of the Institute to provide a place to learn from one another, and it was clear that included the voices of patients and families themselves. This led us to establish the Global Patient & Family Advisory Council, comprised of leading patient and family thinkers, writers, speakers and activists. It also had us collaborate with IHI at the 2013 National Forum to support the “Patient is In” Booth in which patients and family members could share input and ideas with forum participants. These voices remind us of the boundless value of this partnership in patient experience improvement.

The expansion of voices also led to the 2nd State of Patient Experience Study, the largest conducted to date on patient experience efforts, and revealed some interesting trends in the both the focus, intent and awareness of patient experience efforts. Yet, while the movement continues to push on, less than 50% of U.S. hospitals have yet to formally define patient experience for themselves. We still have great opportunities to educate and learn from one another.

This awareness made it only natural that we expand our efforts overall on the professional development of patient experience champions, furthering the work on the Patient Experience Body of Knowledge with domain outlines and the anticipated release of the domain courses in 2014. As a community you reinforced your desire and the greater need to shape this work in ways that will allow each and every one of us to grow stronger. The year ahead brings even more exciting work on this front.

In a recent Hospital Impact blog I mentioned my great excitement about the growth of the patient experience family overall, from new sister organizations to research entities focusing on this area, to critical gatherings in numerous places in support of this important discussion. We will continue to support and reinforce the value of all these efforts and maintain that in collaboration we all win in this movement. We remain committed to serving as a hub and connector of the many voices focused on this effort and keep our arms open for the opportunities for further collaboration.

This very idea led to us to begin conversations with and engage in a formal collaboration with the Society for Healthcare Consumer Advocacy (SHCA) and its 40 years of incredible history and commitment to patient voice, rights and advocacy. A strong and storied organization whose roots can be found at the very start of the patient experience movement, SHCA felt they found a home for their future with The Beryl Institute, but I would say while the container is the Institute, the home is the community of peers, of leaders and teachers, of resource providers and caregivers, of patients and families who make up this growing professional home for so many. The integration with SHCA and the purposeful collaboration with a growing number of organizations committed to this cause help reinforce the power that collaboration itself brings to this conversation.

I would be remiss if I did not add a personal note to this reflection on the year, that as I stood on stage to close Patient Experience Conference 2013 and received the call that I needed to rush home for the delivery of my son, I shifted abruptly from champion and advocate for a movement to a family member surround by a healthcare system still admittedly learning itself. My eyes were opened, not only by the magic of the birth of a child, but of a family member watching your loved ones cared for, your new child handled, complications managed and tense moments relieved. We must not forget we are all patients and family members and need to continue our work as such.

The work you do may at times seem like small gestures, part of your standard process or even done automatically as a seasoned veteran, but to a patient or family member you are providing an incredible gesture of service, of quality, of safety – of experience. In every moment we have the choice to create the experience for our patients and their families. And every moment each of you as members of this community, of this movement, have that choice as well…to engage, to learn, to contribute, and to encourage the involvement of others.

You see this is your community, it is built on the power of your voices, it is driven by the collaboration we find with one another and it is from that place that we look to the new year knowing that the greatest opportunities still lie ahead. Thank you for your contributions, support and leadership. May you have a healthy and happy holiday and be ready with great excitement for all the New Year will bring.

Jason A. Wolf, Ph.D.
President
The Beryl Institute