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2016 0428 jw pxweek aus-v_final_2

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The Health Consumers' Council of WA's Patient Experience Week Series of Events. Beryl Institute's CEO Jason Wolf addressed the launch of the event series virtually via Zoom. He shares his vision of patient experience as a worldwide movement. Alternatively you can view the video of Jason speaking to the slides on http://www.hconc.org.au/wp-content/uploads/2016/02/Wolf_PXWeek_WA.mp4

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2016 0428 jw pxweek aus-v_final_2

  1. 1. The Patient Experience Story: A Global Movement in the Making Jason A. Wolf, PhD, CPXP President, The Beryl Institute @jasonawolf | @berylinstitute April 28, 2016
  2. 2. www.theberylinstitute.org 2
  3. 3. Reaching Beyond the Moon www.theberylinstitute.org 3 “We choose to go to the Moon” John F. Kennedy …AND to bring, those we send, back safely!
  4. 4. The PX Movement: Where we stand www.theberylinstitute.org 4
  5. 5. www.theberylinstitute.org 5 The power of a movement lies in the fact that it can indeed change the habits of people. This change is not the result of force, but of dedication, of moral persuasion. - Stephen Biko
  6. 6. 6 OUR FOUNDATION www.theberylinstitute.org
  7. 7. The global community of practice dedicated to improving the patient experience through collaboration and shared knowledge. An international, multidisciplinary, and multi-method journal focused on the research and proven practices around understanding and improving patient experience. An independent, non-profit organization committed to the improvement of patient experience through evidence-based research, continuing education and professional certification. Establishing the Field Community of Practice Over 45,000 strong in more than 55 countries Body of Knowledge 15 domains identified and developed by community Academic Research Scholarly publication exploring efforts to improve the patient experience Professional Certification Formal designation highlighting commitment to the profession www.theberylinstitute.org 7
  8. 8. Patient Experience Defined www.theberylinstitute.org 8 The Beryl Institute
  9. 9. Framing Experience www.theberylinstitute.org 9 Experience is something we have done or lived through and it is our lasting story… It is defined in all that is perceived, understood and remembered…
  10. 10. www.theberylinstitute.org 10
  11. 11. 11 OUR FUNDAMENTALS www.theberylinstitute.org
  12. 12. 5 Strategic Keys to PX Success www.theberylinstitute.org 12 Definition Leadership Culture Engagement Movement
  13. 13. 13 An integrated view… Safety CostOutcomes Quality Service …and priorities for action Amenities Processes Interactions People Patients Family Community Personal Interactions (People) www.theberylinstitute.org Operational Processes (Process) Superior Amenities (Place)
  14. 14. Clinical Outcomes Financial Outcomes Consumer Loyalty Community Reputation EXPERIENCE www.theberylinstitute.org 14
  15. 15. 15 OUR OPPORTUNITY The Global State Of Patient Experience www.theberylinstitute.org
  16. 16. 83% 82% 84% 78% US Hospitals Practices Non-US Hospitals LTC 47% 45% 53% 38% 58% 52% 60% 69% A Focus on Purpose www.theberylinstitute.org 16 Formal Definition Formal Structure Formal Mandate Q: Does your organization have a formal definition of “Patient and/or Resident Experience”? (n=686)
  17. 17. 63% 56% 79% 53% 0% 20% 40% 60% 80% US Hospitals Practices Non-US Hospitals LTC A Commitment to Leadership www.theberylinstitute.org 17 Q: : Does your organization currently have a specified senior-level leader role with primary responsibility and direct accountability for addressing Patient/Resident Experience, i.e., chief experience officer or equivalent? (n=524) (n=252)
  18. 18. 42% 26% 32% 38% 45% 17% 20% 39% 41% 22% 40% 38% 0% 10% 20% 30% 40% 50% Under 50% 50%-99% 100% US Hospitals Non-US Hospitals LTC Practices A Diluted Focus www.theberylinstitute.org 18 Q: What percent of [your / that person’s] time is allocated to support Patient/Resident Experience efforts? (n=395) (n=190)
  19. 19. A Growth in Patient & Family Voice www.theberylinstitute.org 19 Non-US Hospitals LTC Practices Patient sat / PX surveying (beyond govt req.) 83% Patient sat / PX surveying (beyond govt req.) 85% Patient sat / PX surveying (beyond govt req.) 80% Patient/family advisory committee 64% Patient/family advisory committee 43% Govt-mandated surveys (HCAHPS, etc.) 69% Bedside surveys / feedback during rounding 55% Calls to patients after discharge 43% Patient/family advisory committee 39% Patient/family focus groups or interviews 53% Tracking referrals 42% Monitoring social media 35% Q: Aside from tracking the success of individual improvement activities and/or actions, which metrics are your organization using to measure overall improvement in the Patient/Resident Experience? Please select all that apply. (n=213)
  20. 20. A Commitment to Voice and Staff Development www.theberylinstitute.org 20 Non-US Hospitals LTC Practices Patient & family engagement via advisory councils, etc. 56% Staff training and development 67% Patient portals / access to records 46% Staff training and development 54% Measurement to support performance improvement 53% Staff training and development 39% Measurement to support performance improvement 49% Facility upgrades 46% Broader culture change efforts 39% Q: Of the following efforts, identify the top 3 items in which you expect your organization to invest, either as a new effort or with additional resources, over the next three (3) years to advance Patient/Resident Experience improvements. Please select the top 3. (n=497)
  21. 21. 2013 A Shift in Priorities www.theberylinstitute.org 21 Q: What are the top three (3) areas of focus or action for your organization’s current Patient/Resident Experience effort? (n=330)
  22. 22. 2013 A Shift in Priorities www.theberylinstitute.org 22 Q: What are the top three (3) areas of focus or action for your organization’s current Patient/Resident Experience effort? (n=330) 2015
  23. 23. Experience = Outcomes www.theberylinstitute.org 23 Non-US Hospitals LTC Practices Quality/clinical outcomes 82% Level of customer service 68% Quality/clinical outcomes 69% Safety outcomes 76% Quality/clinical outcomes 64% Level of customer service 64% Level of customer service 57% Community reputation 58% Consumer loyalty 53% Q: : Please RANK the following in order based on how you believe they are impacted by a positive Patient/Resident Experience from most to least impacted where 1 is the most impacted and 7 is the least impacted. Click and drag to rank. (n=231)
  24. 24. 24 THE PATIENT EXPERIENCE STORY: OUR ROAD AHEAD www.theberylinstitute.org 24
  25. 25. www.theberylinstitute.org 25 “…less about trying to make patients “happy” (e.g., improving the food or the decor of the room) and…more about increasing the quality of their interactions.” Boulding et al., Am J Manag Care. 2011;17(1):41-48)
  26. 26. A Remarkable Climb Date Range “Patient Experience” Search Appearances* Per Month 1980 - 1989 2010 17 1990 - 1999 5880 49 2000 - 2009 16000 133 2010 - today 21600 343 www.theberylinstitute.org 26 *Google Scholar search for term “Patient Experience”
  27. 27. www.theberylinstitute.org 27 www.pxjournal.org
  28. 28. www.theberylinstitute.org 28 N of ONE
  29. 29. A Foundation of Shared Values www.theberylinstitute.org 29
  30. 30. Reflecting on Era 3 www.theberylinstitute.org 30 Era 3 for Medicine and Health Care, Berwick DM. JAMA. 2016; 315(13):1329-1330. Published online April 5, 2016 Reduce Mandatory Measurement Give Up Professional Prerogative Protect Civility Stop Complex Individual Incentives Use Improvement Science Hear the Voices of People Served Shift Strategy from Revenue to Quality Ensure Complete Transparency Reject Greed The Moral Era The EXPERIENCE Era
  31. 31. 31 WE MUST DEFINE OUR TARGET www.theberylinstitute.org - The Beryl Institute
  32. 32. 32 WE MUST SHARPEN OUR FOCUS www.theberylinstitute.org
  33. 33. 33 WE MUST THINK & ACT SYSTEMICALLY www.theberylinstitute.org
  34. 34. WE MUST COMMIT TO KEY PRINCIPLES 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 www.theberylinstitute.org 34
  35. 35. WE MUST COMMIT TO KEY PRINCIPLES We believe organizations and systems committed to providing the best in experience WILL: • Develop a formal definition for what experience is to their organization • Implement a defined process for continuous patient and family input and engagement www.theberylinstitute.org 35
  36. 36. WE MUST COMMIT TO KEY PRINCIPLES We believe organizations and systems committed to providing the best in experience WILL: • Engage all voices in driving comprehensive, systemic and lasting solutions • Look beyond clinical experience of care to all interactions and touch points www.theberylinstitute.org 36
  37. 37. WE MUST COMMIT TO KEY PRINCIPLES We believe organizations and systems committed to providing the best in experience WILL: • 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 www.theberylinstitute.org 37
  38. 38. This is the EXPERIENCE Era www.theberylinstitute.org 38 Measure & Incent What Matters Focus on Value from the Perspective of the Consumer Ensure Transparency for Accessibility & Understanding Remember in Experience All Voices Matter Reignite our Commitment to Purpose Recognize Experience Encompasses All We Do Share Wildly and Steal Willingly Acknowledge Experience is a GLOBAL Movement
  39. 39. The Big Tent of PX… www.theberylinstitute.org 39
  40. 40. www.theberylinstitute.org 40 …isn’t big enough!
  41. 41. Value & Benefit of PX: A Community Inquiry What do we see as the value and benefit of a focus on patient experience? www.theberylinstitute.org 41 https://www.surveymonkey.com/r/ValueBenefitsP X
  42. 42. www.theberylinstitute.org 42
  43. 43. www.theberylinstitute.org 43 I have seen there is no more powerful way to initiate significant change than to convene a conversation…It is always like this. Real change begins with the simple act of people talking about what they care about. - Margaret Wheatley
  44. 44. The Patient Experience Story: A Global Movement in the Making Jason A. Wolf, PhD, CPXP President, The Beryl Institute @jasonawolf | @berylinstitute April 28, 2016

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