This infographic from The Beryl Institute presents key findings from its study, the "State of Patient Experience 2015: A Global Perspective on the Patient Experience Movement," which engaged over 1,500 respondents in 50 countries, sharing challenges and opportunities in addressing the patient experience across all healthcare settings.

1. PURPOSEFUL LEADERSHIP AND A STRONG
CULTURE ARE SEEN AS CRITICAL IN ACHIEVING
GREAT PATIENT EXPERIENCE
STATE OF PATIENT EXPERIENCE 2015:
A Global Perspective on the
Patient Experience Movement
PATIENT EXPERIENCE REMAINS A TOP PRIORITY
FOR ORGANIZATIONS ACROSS ALL SEGMENTS
Non-US HospitalsLong-Term CareUS Hospitals Practices
47%
45%
53%
38%
DOESYOUR ORGANIZATION
HAVE A FORMAL DEFINITION
OF “PATIENT EXPERIENCE?”
83% 82% 84%
78%
DOESYOUR ORGANIZATION
HAVE A FORMAL STRUCTURE
FOR ADDRESSING “PATIENT
EXPERIENCE?”
58%
52%
60%
69%
DOESYOUR ORGANIZATION’S
“PATIENT EXPERIENCE”
EFFORT HAVE A FORMAL
MANDATE/MISSION?
SENIOR PATIENT EXPERIENCE LEADERSHIP AND
STAFF INVESTMENT IS GROWING
20132011
ENGAGEMENT OF PATIENT AND FAMILYVOICE
IS ON THE RISE
2013 US Hospitals 2015 US Hospitals
SOURCE:
A Report onThe Beryl Institute Benchmarking Study, State of
Patient Experience 2015: A Global Perspective on the Patient
Experience Movement, Jason A. Wolf, Ph.D., President
Improving the Patient Experience
   
www.theberylinstitute.org
LEADING FORWARD: A CALL TO ACTION
What is your organization’s commitment to providing the best in experience?
43%Practices
74%Long-Term Care
56%Non-US Hospitals
52%US Hospitals
40%Practices
47%Long-Term Care
74%Non-US Hospitals
61%US Hospitals
PX or Patient
Satisfaction
Quality/
Patient Safety
39%Practices
29%Long-Term Care
51%Non-US Hospitals
37%US Hospitals
Cost
Management/
Reduction



...YET ORGANIZATIONAL DEFINITION STILL LAGS
The Beryl Institute defines the Patient Experience as the sum of all interactions, shaped by
an organization’s culture, that influence patient perceptions across the continuum of care.
STRUCTURES FOR ADDRESSING
PATIENT EXPERIENCE ARE
WIDELYPRESENT...
Mission
Vision
Values
2015
22%13% 42%
CXO/PX Leader
CXO/PX Leader
CXO/PX Leader
PATIENT/FAMILY
FOCUS GROUPS
OR INTERVIEWS
PATIENT/FAMILY
ADVISORYCOMMITTEE
BEDSIDE SURVEYS/
FEEDBACK DURING
ROUNDING
32% 55%
42% 49%
37%29%
The largest research of its kind on patient experience:
1,561 RESPONDENTS
FROM 21 COUNTRIES
FROM PHYSICIAN PRACTICE TO HOSPITALS TO LONG-TERM CARE
TOP PRIORITIES IN ADDRESSING
THE PATIENT EXPERIENCE
QUALITY/CLINICAL OUTCOMES SEEN AS MOST
IMPACTED BYPOSITIVE PATIENT EXPERIENCE
THE CONSUMER IS SPEAKING:
PATIENT EXPERIENCE MATTERS
HCAHPS
PhysicianCommunication
PatientEngagement
PatientSatisfaction
Medications
Employee Engagement PFA/C
Culture ServiceExcellenceDischarge
Accountability
Access
TrainingBestPracticesFacilities CareCoordination
Staffing
Recognition
PhysicianEngagementEDPopulation
SafetyResponsiveness
ProcessImprovementsTransparancy
Cleanliness
Handoff
Outcomes Quality
CommunicationLeadershipNurseCommunication
CompassionPatientVoice
Metrics
Behavior Noise
Environment
Rounding
PainManagement
ACROSS ALL HEALTHCARE SETTINGS
HIGHLYENGAGED
STAFF/EMPLOYEES
PURPOSEFUL AND
VISIONARYLEADERSHIP
3.3 AVERAGE RANK
A HEALTHY,
POSITIVE & STRONG
ORGANIZATION CULTURE
3.8 AVERAGE RANK
4.0 AVERAGE RANK
A SHARED
MISSION/PURPOSE
4.1 AVERAGE RANK
69%Practices
64%Long-Term Care
82%Non-US Hospitals
71%US Hospitals
Somewhat
Important
12%
Not at All
Important 1%
87%
Extremely
Important
Minimally
Important 0%
*Based on rank of factors to achieving a positive Patient/Resident Experience from
most to least important where 1 is the most important and 9 is the least important.
Somewhat
Significant
28%
Not at All
Significant 4%
67%
Extremely
Significant
Minimally
Significant 1%
IMPORTANCE OF
PATIENT EXPERIENCE
SIGNIFICANCE
IN DECISIONS