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

A Research Agenda for Patient Experience Excellence

penpicAs we continue our work at The Beryl Institute in moving the patient experience conversation from one at the fringes of healthcare just a few years ago to a central discussion point in healthcare globally today, we remain committed to developing a true field of practice for this work. This idea, of building a field and framing a profession, requires some fundamental cornerstones be put in place. This includes a professional community from which ideas are percolated and connections are made, a foundational and widely supported body of knowledge that drives professional alignment, a process for identifying and certifying those formal professionals in the field and a solid grounding in research from both an academic and practitioner perspective.

The community is represented by the over 35,000 of you around the world actively involved in accessing and engaging with resources of The Beryl Institute. The Body of Knowledge continues to find great value and expanding reach now through not only a conceptual framework, but also 15 full courses and the ability to achieve certificates of completion for coursework in Patient Experience Leadership and Patient Advocacy. Formal certification is now available through The Beryl Institute’s sister organization – Patient Experience Institute (PXI) – with the inaugural offering of the Certified Patient Experience Professional exam later this year. The first class of CPXPs, our profession’s pioneers, will be announced early next year. All of these efforts have been born from the contributions of hundreds of voices across our global community.

The last cornerstone builds on this idea of community contribution. It is a focus on rigorous research, and the importance of expanding the research agenda for patient experience. This has been building over the 5-year history of The Beryl Institute; first with the establishment of thePatient Experience Grant Program in June of 2010 (applications for the 2015 Grant and Scholar programs are open now), followed by the launch of the open access, peer-reviewed, Patient Experience Journal (PXJ) in April of 2014 (the next call for submissions closes January 2016), and lastly through PXI’s expanding philanthropic outreach to establish even greater support of research efforts (opportunities to donate will soon be available).

This type of reflective thinking, is seen in such government-supported programs as the groundbreaking comparative effectiveness work found at The Patient-Centered Outcomes Research Institute (PCORI), whose mandate is specifically “to improve the quality and relevance of evidence available to help patients, caregivers, clinicians, employers, insurers, and policy makers make informed health decisions.” It is also seen in many of the recent efforts supported by the Gordon and Betty Moore Foundation, and their focus on patient and family engagement.

And while there are even other efforts taking place, I still believe we have a significant opportunity to tackle the real tangible nature of the human experience in healthcare itself. The essence of these opportunities is reflected in the patient experience grants, in recent journal articles found in PXJ and elsewhere. When I look to the definition of patient experience itself and the simple, yet intricate nature of the key concepts such as interactions, organization culture, perceptions and cross continuum issues, all linked to outcomes and driven by safe, quality-focused, high reliability, service-driven efforts, there are incredible variables to explore at each point on the continuum of care and across all segments of the healthcare experience. This reaches from chronic illnesses to primary care encounters, long-term residential issues to rural settings or underserved populations. Underlying it all is the nature of human dignity and respect we all know is central to providing the best in healthcare overall.

To drive these ideas, we need to continue to frame, refresh and execute on a robust, thoughtful and I dare say edgy research agenda for patient experience. This is not research to just validate the usefulness of new solutions, but rigorous explorations of what practices, processes, systems, behaviors, communication styles, engagement efforts, tactics and tools not only show promise, but lead to lasting and sustained positive outcomes.

I ask you as the patient experience community what it is that we need to be asking, exploring and proving on we move forward. Are there practices you have taken for granted we could test? How can we explore key elements of the Guiding Principles for Patient Experience Excellence and determine which have the greatest impact, what that looks like and where we should focus our efforts first? How can you partner with your own vendors and resource providers to test new solutions? Or perhaps I will push you even further…how can we as a community come together to provide global insights into many other questions. Our biennial Benchmarking Study represents the kind of opportunity we have at hand to explore ideas both locally and around the world in identifying new concepts that can and should push our thinking in the realm of patient experience overall.

If we are to continue our endeavor in not just shaping, but solidifying and expanding a true field of practice and a profession that can positively influence outcomes for years to come, what questions should we be asking? What should we include in our PX research agenda? I look forward to your thoughts and commit to pulling together these ideas so we can collectively engage and continue to push the patient experience movement forward together. We now just need the right questions to ask.

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

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