Jason A. Wolf, Ph.D., CPXP

How have you grown in your own journey to improve the patient experience? What lessons have you taken with you? The evolution of the patient experience movement has been rapid, expansive, and exciting. It has been guided by the voices of practice and evidence. It has honored what matters to patients and care partners. It has been grounded in a commitment to collaboration and the broad sharing of ideas. It remains focused on positive outcomes.

In Transforming the Future of Healthcare:… Show more

How have you grown in your own journey to improve the patient experience? What lessons have you taken with you? The evolution of the patient experience movement has been rapid, expansive, and exciting. It has been guided by the voices of practice and evidence. It has honored what matters to patients and care partners. It has been grounded in a commitment to collaboration and the broad sharing of ideas. It remains focused on positive outcomes.

In Transforming the Future of Healthcare: Reflections on a Decade of the Experience Movement, Jason A. Wolf, founding editor of Patient Experience Journal (PXJ) and president and CEO of The Beryl Institute, revisits the key milestones in the growth of patient experience through a collection of editorials first published on the pages of PXJ. The chapters in this book reflect a ten-year timeline of how our thinking has evolved, how practice has expanded, how we have faced the challenge of our lifetime, and how we have moved forward with even greater intention. Each chapter provides insights for action, while together they reveal the path we have traveled and the lessons we have collectively learned.

In the end, this book reinforces that in looking back, we see what is possible in moving forward. Through what the decade has shown us, it has revealed all we are capable of accomplishing. If you are looking for a simple idea for action in impacting how you address the patient experience in your organization or for an inspiration on where to go next as you commit to transforming the human experience in healthcare, this book is for you. Show less

As one looks at the healthcare landscape today, it is hard to overlook the incredible pressures pushing both from outside and in. This is not a nation-specific phenomenon simply driven by policy or even a reaction to cost constraints or considerations. While those factors are unquestioningly at play, there are even greater issues pushing at the traditional ways of healthcare.

To Care is Human dives into the exploration of the opportunity to move healthcare away from simply a focus on… Show more

As one looks at the healthcare landscape today, it is hard to overlook the incredible pressures pushing both from outside and in. This is not a nation-specific phenomenon simply driven by policy or even a reaction to cost constraints or considerations. While those factors are unquestioningly at play, there are even greater issues pushing at the traditional ways of healthcare.

To Care is Human dives into the exploration of the opportunity to move healthcare away from simply a focus on error reduction to a focus on care expansion. Supported with in-depth research and consumer insight, To Care is Human brings clarity to the factors influencing patient experience.

In conjunction with this paper, The Beryl Institute will release a series of case studies from high performing organizations participating in the research.

In special recognition of their support, The Beryl Institute appreciates contributions by our partner in this study, Siemens Healthineers. Show less

Healthcare professionals have taken major steps to understand, measure, and improve the Patient & Family Experience. But do consumers really care about this? How do they see and define a positive patient/family experience? What matters most to them when they think about their own health and using healthcare resources?

The full research report from the inaugural study, Consumer Perspectives on Patient Experience 2018 is now available. The first of its kind global research, the study… Show more

Healthcare professionals have taken major steps to understand, measure, and improve the Patient & Family Experience. But do consumers really care about this? How do they see and define a positive patient/family experience? What matters most to them when they think about their own health and using healthcare resources?

The full research report from the inaugural study, Consumer Perspectives on Patient Experience 2018 is now available. The first of its kind global research, the study engaged 2,000 respondents across four continents. It shares the perspectives of consumers of healthcare on the patient experience, its importance, the critical factors that impact its success and how it will influence individual choices in healthcare. Show less

This special issue on patient & family experience in children’s hospitals and pediatric care underlines pediatrics’ position as a leader in the experience journey. In pediatrics and children’s hospitals significant efforts are made to the ensure the environment is welcoming and comfortable, there is a commitment to communicating to patients – the children that are cared for – in a way they can understand, and there is a clear intention of engaging family members as an integral part of the care… Show more

This special issue on patient & family experience in children’s hospitals and pediatric care underlines pediatrics’ position as a leader in the experience journey. In pediatrics and children’s hospitals significant efforts are made to the ensure the environment is welcoming and comfortable, there is a commitment to communicating to patients – the children that are cared for – in a way they can understand, and there is a clear intention of engaging family members as an integral part of the care experience. In acknowledging that this is a special issue on pediatrics, we would miss a significant opportunity if we were not to look for and find the lessons that can be applied across healthcare settings. It is this capacity to transcend boundaries in which true experience improvement will be realized. Show less

In just a few days we will celebrate Patient Experience Journal’s (PXJ) 4th anniversary since our inaugural publication. In these 4 short and quick years we have seen 163 articles published in our first four volumes that have stirred a significant focus on building the evidence base in patient experience. Not only has PXJ served as the central clearing house for thoughtful research, measurable cases, and insightful narratives, but it also has reinforced the breadth and depth of what patient… Show more

In just a few days we will celebrate Patient Experience Journal’s (PXJ) 4th anniversary since our inaugural publication. In these 4 short and quick years we have seen 163 articles published in our first four volumes that have stirred a significant focus on building the evidence base in patient experience. Not only has PXJ served as the central clearing house for thoughtful research, measurable cases, and insightful narratives, but it also has reinforced the breadth and depth of what patient experience truly encompasses. This integrated view was reinforced by the very voices of healthcare’s consumers in The Beryl Institute’s recent study on Consumer Perspectives of Patient Experience in which participants reveal experience is extremely important to them, focuses on individual health, is grounded in an individual’s desire to be acknowledged and is identified as a key driver for healthcare decision-making. It is for this reason experience is found to be a critical differentiator in healthcare now and into the future. And it is on this foundation that the patient experience movement continues to grow, commitment continues to expand and the contributions of PXJ continue to push the boundaries of our overall conversation. That is the essence of our strength, that we find not only on these pages, or in the words of our many contributors, but also in the voices of all who are impacted by or part of the global healthcare ecosystem. There are few other efforts as honorable than to ensure the best for your fellow human being. In our rigor to push the edges of this conversation, we will continue to thrive together. Show less

Published in collaboration with the Association of Child Life Professionals (ACLP), this paper explores the value and impact of child life efforts and the core philosophies of child life that could inform patient experience efforts more broadly.

Child life specialists work every day with children, families and the healthcare team to move system-based approaches to collaborative approaches that are mutually beneficial to all those engaged in the healthcare experience. The paper includes… Show more

Published in collaboration with the Association of Child Life Professionals (ACLP), this paper explores the value and impact of child life efforts and the core philosophies of child life that could inform patient experience efforts more broadly.

Child life specialists work every day with children, families and the healthcare team to move system-based approaches to collaborative approaches that are mutually beneficial to all those engaged in the healthcare experience. The paper includes perspectives from a child life specialists, leaders or administrators responsible for patient experience efforts and family members from six organizations:

- Children's Hospital Colorado, Aurora, CO
- Children's Mercy Hospital, Kansas City, MO
- Florida Hospital for Children, Orlando, FL
- Mary Bridge Children's Hospital & Health Network, Tacoma, WA
- NewYork-Presbyterian Hospital, New York, NY
- UCSF Benioff Children's Hospital, San Francisco, CA

In the paper, contributors shared their insights and personal stories addressing the role of child life in patient and family experience overall and key philosophies of child life practice that can inform patient experience efforts. The paper includes an overview of seven concepts that can guide experience efforts and offers direct considerations for action relevant across healthcare settings. Show less

As Patient Experience Journal has continued to contribute to the expanding patient experience conversation, we too recognize this has been a significant year of progress for the patient experience movement. This progress has emerged in a number of ways in research, practice and programs that reveal a comprehensive and integrated approach is now more than ever a central consideration in a commitment to experience. This idea of interwoven efforts, begins to frame an image – a patchwork of clear… Show more

As Patient Experience Journal has continued to contribute to the expanding patient experience conversation, we too recognize this has been a significant year of progress for the patient experience movement. This progress has emerged in a number of ways in research, practice and programs that reveal a comprehensive and integrated approach is now more than ever a central consideration in a commitment to experience. This idea of interwoven efforts, begins to frame an image – a patchwork of clear, critical and comprehensive pieces that while operating distinctly each have value, yet when bringing them together have an exponential opportunity to impact healthcare. The case here in raising the imagery of a patchwork is to acknowledge both the chaos and beauty of healthcare, recognize the individuality of various efforts and their power in coming together and to make the case that under this umbrella of experience we can create powerful alignment and purposeful grounding for focused action in moving forward. The idea that experience is the soft stuff of healthcare must come to an end for as intricate and challenging as the science of healthcare is, there may be no more complex opportunity than that of tackling the human experience in healthcare overall. Show less

This special issue is designed to push the boundaries of patient experience a little farther. Beyond just examples of applying the critical principles of patient and family centered care or even practices of patient engagement, we have been pushed to move further down the perspective of partnership, to the era of “doing with” in which healthcare now finds itself. The idea of involvement as the descriptor selected to frame this issue, was due to its broad and representative nature. It reflects… Show more

This special issue is designed to push the boundaries of patient experience a little farther. Beyond just examples of applying the critical principles of patient and family centered care or even practices of patient engagement, we have been pushed to move further down the perspective of partnership, to the era of “doing with” in which healthcare now finds itself. The idea of involvement as the descriptor selected to frame this issue, was due to its broad and representative nature. It reflects all the words on involving patients mentioned above, but gets further along to participation and ownership (or activation as many now tend to use) and even beyond partnership to the intimacy involvement connotes. Involvement here gets us to the personal and emotional levels that connects someone to what they are doing and reflects the whole person connected to that experience. That represents the opportunity reflected in this issue and in pieces that have comprised Patient Experience Journal to date. Through these contributions we have realized an opportunity to invite disparate voices and introduce new ideas, to gray the edges of what people deemed patient experience to be, and to push the boundaries of what patient experience truly is. Show less

The full research report from the Institute's latest benchmarking study provides insights into trends in structure and practice, leadership and measurement and offers core considerations for organizations looking to lead in experience excellence. The largest research of its kind, the study engaged almost 1,700 respondents from 26 countries representing six continents sharing the challenges and opportunities they are facing and the steps they are taking to address the patient… Show more

The full research report from the Institute's latest benchmarking study provides insights into trends in structure and practice, leadership and measurement and offers core considerations for organizations looking to lead in experience excellence. The largest research of its kind, the study engaged almost 1,700 respondents from 26 countries representing six continents sharing the challenges and opportunities they are facing and the steps they are taking to address the patient experience.

According to the research:
- Experience efforts are expanding and are now an integral part of the fabric of our healthcare efforts.
- Patient experience remains a top priority with a focus on employee engagement now seen as a central driver in experience efforts.
- Leadership and culture are now the significant motivators versus the historic focus on mandates and requirements, and there is a recognition of the impact that patient/family voice and caregiver engagement has on the work of healthcare.
- Patient experience itself continues to establish presence with the role of patient experience leaders, experience team size and the use of a formal definition on the rise.
- Patient experience is now being recognized as an integrated effort touching on much of what we do in healthcare and one that drives clear and measurable outcomes. Show less

As an opening reflection to Volume 4 of Patient Experience Journal (PXJ), this editorial reviews the progress of the journal and the implications seen both in the evolving healthcare marketplace globally as well as reviews the data on the developing field of patient experience. It reinforces the need for an integrated view of experience as supported by data in the most recent State of Patient Experience research – one encompassing quality, safety, service, cost and population health… Show more

As an opening reflection to Volume 4 of Patient Experience Journal (PXJ), this editorial reviews the progress of the journal and the implications seen both in the evolving healthcare marketplace globally as well as reviews the data on the developing field of patient experience. It reinforces the need for an integrated view of experience as supported by data in the most recent State of Patient Experience research – one encompassing quality, safety, service, cost and population health implications and one driven on an engine of both patient and family engagement and employee/staff engagement. The article offers that healthcare is as dynamic as it has ever been and is now being pushed at speeds it has not been built to handle, suggesting the need for agility and vision, redesign and expanded thinking. The recognition of these intertwined realities reveals what the author suggests is a return to purpose in healthcare. This is framed by the reinforcement that engagement, communication, quality and safe outcomes are unquestionably central issues for healthcare and they are all now coming together as central to the overall experience dialogue. From these insights, the article offers an invitation for contributions to PXJ that will both underline and expand the exploration found on its pages, from types of submissions to topics including national and global perspectives, technology and culture. The author calls on readers to share their voice, stories, thoughts, research and experiences grounded in the essence of generosity that inspires each of us to sustain a commitment to positive experience efforts each day. The article leaves us in suggesting the powerful simplicity of a return to purpose may be one of the strongest foundations we could hope for in building the future of healthcare. Show less

In a healthcare world in which consumerism is no longer a question and value has claimed its place at center stage, leaders are called to think differently about how they operate and manage their organizations. Priorities are curving in new directions with shifts in policy, direction of dollars, and evolution of practice. At the center of this transition is an opportunity for healthcare leaders to recognize that patient experience is the new heart of healthcare leadership.

To address… Show more

In a healthcare world in which consumerism is no longer a question and value has claimed its place at center stage, leaders are called to think differently about how they operate and manage their organizations. Priorities are curving in new directions with shifts in policy, direction of dollars, and evolution of practice. At the center of this transition is an opportunity for healthcare leaders to recognize that patient experience is the new heart of healthcare leadership.

To address quality, safety, service, cost, and population health outcomes, leaders must rethink how they understand and engage in experience efforts overall. An intentional and clear strategic line of sight and purpose are required, including how patient experience is defined, the core concepts it comprises and is influenced by, and the outcomes it ultimately helps achieve. The challenge for leaders is to reconceive how this maximum potential can be achieved as compared with how experience has been traditionally managed through tactical efforts.

Quick lists of effective tactics are relatively easy to come by, and leaders are already aware of many, if not most, of them. So why do so many organizations applying these tactics today struggle to maintain the results they seek? The reason is that tactics are only as useful as the framework in which they are applied and as robust as the foundation on which they are implemented. The intent of this article is to stir a dialogue on how to reframe the issue of patient experience.

In reframing a collective view about what patient experience is, the way leaders choose to address it must change. This requires balancing the work of defining patient experience with the strategic intent behind what organizations ultimately aim to achieve. In changing the conversation on patient experience, we move it from an idea that lurks at the edges of healthcare, or that stands as just one of many strategic pillars, to the central call to action for healthcare leaders. Show less

In this moment in healthcare, the challenges for those in the system are dynamically shifting and the perspectives, desires and needs of the healthcare consumer are putting positive and lasting pressures on how healthcare works that will shift healthcare from where it has been to where it must go. At the heart of this transition are the ideas framing an experience era, where collaborative, consumer-focused and purposeful actions can and will lead to a healthcare system returning to its… Show more

In this moment in healthcare, the challenges for those in the system are dynamically shifting and the perspectives, desires and needs of the healthcare consumer are putting positive and lasting pressures on how healthcare works that will shift healthcare from where it has been to where it must go. At the heart of this transition are the ideas framing an experience era, where collaborative, consumer-focused and purposeful actions can and will lead to a healthcare system returning to its fundamental calling, that of human beings caring for human beings. In doing so we can change the nature of healthcare and reignite the purpose that brought people to this work and that have individuals seek it for care. In this framing is also the call to action to contribute new insights and perspectives to expand the dialogue, reinforcing the critical and lasting nature of the experience conversation for all it has influenced and all it will impact for many years to come. Show less

There is no longer a question that patient experience matters in healthcare today. It matters for those that are cared for and served and matters to all those working each and every day to provide the best in care at all touch points across the healthcare continuum. With this recognition, there too needs to be a change in mindset about patient experience itself. When addressing the topic of patient experience, the conversation is about something much broader than the “experience of care”, as… Show more

There is no longer a question that patient experience matters in healthcare today. It matters for those that are cared for and served and matters to all those working each and every day to provide the best in care at all touch points across the healthcare continuum. With this recognition, there too needs to be a change in mindset about patient experience itself. When addressing the topic of patient experience, the conversation is about something much broader than the “experience of care”, as identified in the triple aim. The idea of experience reflects our biggest opportunity in healthcare, where experience encompasses quality, safety and service moments, is impacted by cost and the implications of accessibility and affordability, is influenced by the health of communities and populations and by both private and public health decisions that have systemic implications. A focus on experience at the broadest sense leads to the achievement of the four outcomes leaders aspire to in varying combinations in healthcare organizations around the world: clinical outcomes, financial outcomes, consumer loyalty, and community reputation. With the rapid growth in research, a diverse and expanding global community, and a shared commitment to outcomes, patient experience has now claimed its place at the heart of healthcare. Show less

The full research report from the Institute's latest benchmarking study provides implications of practice to encourage organizations to lead forward in experience excellence. The largest research of its kind, the study engaged over 1,500 respondents from 21 countries sharing challenges and opportunities in addressing the patient experience across all healthcare settings from physician practice to hospitals to long-term care.

According to the research:
- Patient experience remains a… Show more

The full research report from the Institute's latest benchmarking study provides implications of practice to encourage organizations to lead forward in experience excellence. The largest research of its kind, the study engaged over 1,500 respondents from 21 countries sharing challenges and opportunities in addressing the patient experience across all healthcare settings from physician practice to hospitals to long-term care.

According to the research:
- Patient experience remains a top priority for organizations across all segments
- Structures for addressing patient experience are widely present, yet organizational definition still lags
- Senior patient experience leadership and staff investment is growing
- Engagement of patient and family voice is on the rise
- Purposeful leadership and a strong culture are seen as critical in achieving great patient experience
- Staff development and culture change efforts are top areas of investment with an increasing focus on patient and family engagement Show less

In an effort to expand the overall discussion on experience, this paper explores the perspectives and practices of the patient, resident and family experience in long-term care. It examines that while there are clear and distinct differences at the various points in the care continuum, there is also a much stronger connection than we might consider as we look at the efforts and concepts driving person-centeredness and the patient, resident and family experience.

Through engaging with the… Show more

In an effort to expand the overall discussion on experience, this paper explores the perspectives and practices of the patient, resident and family experience in long-term care. It examines that while there are clear and distinct differences at the various points in the care continuum, there is also a much stronger connection than we might consider as we look at the efforts and concepts driving person-centeredness and the patient, resident and family experience.

Through engaging with the voices of practice from six leading organizations committed to excellence in long-term care – Beatitudes Campus (AZ), Breckenridge Village (OH), Carolinas HealthCare System (NC), Commonwealth Care of Roanoke (VA), Jewish Home Lifecare (NY), and Vetter Health Services (NE) – the paper looks to identify key motivations and practices, support and roadblocks and the impact a focus on experience has in the long-term care setting overall. Show less

In recent years, perceptions of performance and quality of healthcare organizations have begun to move beyond examining the provision of excellent clinical care, alone, and to consider and embrace the patient experience as an important indicator. There is a need to determine the extent to which clear and formal definitions exist, have common overarching themes, and/or have unique, but important constructs that should be considered more widely. In this article, we provide a 14-year synthesis of… Show more

In recent years, perceptions of performance and quality of healthcare organizations have begun to move beyond examining the provision of excellent clinical care, alone, and to consider and embrace the patient experience as an important indicator. There is a need to determine the extent to which clear and formal definitions exist, have common overarching themes, and/or have unique, but important constructs that should be considered more widely. In this article, we provide a 14-year synthesis of existing literature and other sources (2000-2014) that have been used to define patient experience. A total of 18 sources (articles or organizational websites) were identified that provided a tangible, explicit definition of patient experience. <more..>. Show less

It is with great excitement that I welcome you to the inaugural issue of Patient Experience Journal (PXJ). This publication in so many ways epitomizes all that is right and good about the patient experience movement itself. That being: no one individual or organization owns this conversation or can claim to have every answer, but rather it is a true effort of a community of voices from research to practice, from caregivers to patients and family members, across the care continuum and into the… Show more

It is with great excitement that I welcome you to the inaugural issue of Patient Experience Journal (PXJ). This publication in so many ways epitomizes all that is right and good about the patient experience movement itself. That being: no one individual or organization owns this conversation or can claim to have every answer, but rather it is a true effort of a community of voices from research to practice, from caregivers to patients and family members, across the care continuum and into the reaches of resources provided and concepts yet unknown. Show less

Through the voices of fifteen senior patient experience leaders, this paper explores the impact and influence of the growing role of Chief Experience Officer (CXO) . It is a role that encompasses and leads a broad portfolio of resources and services fundamental to the patient and family experience – from advocacy to service and, in some cases, broadening to lead or significantly influence people, quality and safety issues. The paper asserts that if an organization wishes to lead in the patient… Show more

Through the voices of fifteen senior patient experience leaders, this paper explores the impact and influence of the growing role of Chief Experience Officer (CXO) . It is a role that encompasses and leads a broad portfolio of resources and services fundamental to the patient and family experience – from advocacy to service and, in some cases, broadening to lead or significantly influence people, quality and safety issues. The paper asserts that if an organization wishes to lead in the patient and family experience, the role of CXO or Senior Patient Experience Leader must be part of an organization’s senior leadership and is central to a broader commitment on patient experience excellence. Show less

The paper shares perspectives of seven healthcare survey organizations, most often viewed as competitors in the market, but in this instance brought together by the Institute to support a better understanding of measurement practices for the broader healthcare community.

Contributing organizations include Avatar International, Catalyst Healthcare Research, Gallup, HealthStream, National Research Corporation, Press Ganey and Professional Research Consultants. Through a series of… Show more

The paper shares perspectives of seven healthcare survey organizations, most often viewed as competitors in the market, but in this instance brought together by the Institute to support a better understanding of measurement practices for the broader healthcare community.

Contributing organizations include Avatar International, Catalyst Healthcare Research, Gallup, HealthStream, National Research Corporation, Press Ganey and Professional Research Consultants. Through a series of interviews with these leading organizations, the paper examines the purposes for and implications of effective measurement – from methods to key considerations for effective collection, analysis and action. Show less

The English version of Integrating Organization Development and Patient Experience is now available for complimentary download. Originally published in German in H Lobnig, R Grossmann: Organisationsentwicklung im Krankenhaus (Organization Development in Hospitals). Berlin: Medizinisch Wissenschaftliche Verlagsanstalt, p. 247-263, this article authored by Jason A. Wolf, Ph.D., President, The Beryl Institute looks at the critical intersection of OD & the patient experience. The article explores… Show more

The English version of Integrating Organization Development and Patient Experience is now available for complimentary download. Originally published in German in H Lobnig, R Grossmann: Organisationsentwicklung im Krankenhaus (Organization Development in Hospitals). Berlin: Medizinisch Wissenschaftliche Verlagsanstalt, p. 247-263, this article authored by Jason A. Wolf, Ph.D., President, The Beryl Institute looks at the critical intersection of OD & the patient experience. The article explores the central role that Organization Development expertise must play in healthcare, whether delivered from a seasoned practitioner or used by line professionals looking to have an impact on their own environment and explores the true need to integrate OD in patient experience improvement efforts to ensure lasting outcomes. Show less

The Beryl Institute presents the findings from the 2013 benchmarking study, The State of Patient Experience, revealing the complex reality facing the patient experience movement. The trends are positive, with a continued increase in focus on defining and supporting patient experience efforts. Yet healthcare leaders are more cautiously optimistic about the impact of their efforts. The bi-annual survey was conducted by the Institute and Catalyst Healthcare Research and included 1,072 respondents… Show more

The Beryl Institute presents the findings from the 2013 benchmarking study, The State of Patient Experience, revealing the complex reality facing the patient experience movement. The trends are positive, with a continued increase in focus on defining and supporting patient experience efforts. Yet healthcare leaders are more cautiously optimistic about the impact of their efforts. The bi-annual survey was conducted by the Institute and Catalyst Healthcare Research and included 1,072 respondents from 672 unique organizations. Show less

This paper shares insights on patient experience gained in speaking with 18 courageous patients and family members from healthcare practitioners to patient advocates. Part of the Voices series, the paper shows the importance of listening in the moment and acting on what is shared and invited. In taking the time to listen with compassion and establish partnerships, a space is created where true patient and family perceptions can be addressed and the overall experience positively… Show more

This paper shares insights on patient experience gained in speaking with 18 courageous patients and family members from healthcare practitioners to patient advocates. Part of the Voices series, the paper shows the importance of listening in the moment and acting on what is shared and invited. In taking the time to listen with compassion and establish partnerships, a space is created where true patient and family perceptions can be addressed and the overall experience positively impacted.

Nearly all of the contributors have dealt with chronic or severe illnesses and offer perspectives that arise from intense and long exposure to healthcare systems around the world. Their comments stem not only from personal experience, but also from what they have observed around the world while engaging in the causes they address.

Highlights from the paper include acknowledgement that patients are partners in the healthcare process, recognition that patients are not wired to actively engage in the process and consideration of coordinating efforts to identify and incorporate patient perceptions into the overall planning of care. Show less

Perhaps it is time for those of us in healthcare to realize that patients and families are no longer simply “receivers” of care offered by “providers.” In fact, the trend of engaged patients has taken on increasing significance in the larger healthcare dialogue. This is not only realized in ways such as the February 2013 issue of Health Affairs, “The New Era of Patient Engagement,” but in increasing discussions among patient advocates and others in healthcare. In his speeches, Dave deBronkart… Show more

Perhaps it is time for those of us in healthcare to realize that patients and families are no longer simply “receivers” of care offered by “providers.” In fact, the trend of engaged patients has taken on increasing significance in the larger healthcare dialogue. This is not only realized in ways such as the February 2013 issue of Health Affairs, “The New Era of Patient Engagement,” but in increasing discussions among patient advocates and others in healthcare. In his speeches, Dave deBronkart, known to many as e-Patient Dave (@ePatientDave on Twitter), shares with audiences his top foundational principle, “’Patient’ is not a third-person word.” This statement sums up the greatest lesson I learned in speaking with 18 courageous patients and family members, from healthcare practitioners to patient advocates, for The Beryl Institute’s soon-to-be-released paper, Voices of Patients and Families: Partners in Improving Patient Experience. I share just a few of those voices in this article. Show less

This paper explores how healthcare organizations are structuring their patient experience activities and the trends that may be contributing to positive results. It is meant to serve as a catalyst for ongoing sharing and dialogue about patient experience activities, representing the practices shared by over 70 healthcare organizations. The data can be used to guide the ongoing efforts to support and improve patient experience across the industry.

This volume is a collection of critical ideas relating organization science to both operations and accomplishments in the health care environment. A thematic guide for current leaders and practitioners, as well as health administration, business administration and organization development professors and students alike, this work pulls in a broad cross-section of perspectives on the important linkage of scholarship and practice with a solid global perspective. Covering key themes from culture… Show more

This volume is a collection of critical ideas relating organization science to both operations and accomplishments in the health care environment. A thematic guide for current leaders and practitioners, as well as health administration, business administration and organization development professors and students alike, this work pulls in a broad cross-section of perspectives on the important linkage of scholarship and practice with a solid global perspective. Covering key themes from culture, change, leadership, teams, IT and a systemic perspective of health care overall, it provides both practical insights and theoretical perspectives that will support immediate improvements and encourage longer term dialogue on how organization science can impact the delivery, structure and operations of health care systems globally. Show less

The Beryl Institute released a report highlighting results from its recent patient experience benchmarking study conducted in collaboration with Catalyst Healthcare Research, an independent marketing research firm. The report, which offers analysis and perspective on the study, can be downloaded on the Institute’s website.

According to the research, patient experience is one of the top priorities facing hospital executives over the next three years. Patient Experience/Patient… Show more

The Beryl Institute released a report highlighting results from its recent patient experience benchmarking study conducted in collaboration with Catalyst Healthcare Research, an independent marketing research firm. The report, which offers analysis and perspective on the study, can be downloaded on the Institute’s website.

According to the research, patient experience is one of the top priorities facing hospital executives over the next three years. Patient Experience/Patient Satisfaction was ranked number two (21 percent) behind Quality/Patient Safety (31 percent).

“The findings are encouraging. They show patient experience in healthcare is an executive priority with significant consequences and an increasing focus,” said Jason Wolf, executive director of The Beryl Institute. “Through the research and analysis available in this report, The Beryl Institute offers insight to help hospitals drive operational changes to place the patient at the center of healthcare and to continue to strive towards better outcomes for everyone.” Show less

In a world saturated with the “how tos” of OD, there is a void of evidence-based resources for both organizational leaders and OD scholar-practitioners to use as a guide while navigating the complex and chaotic environment of healthcare. This handbook has been created to fill this space and provide a resource for this vital audience at a time of great change and greater potential in the healthcare arena.

The handbook will focus on the critical nature of OD in healthcare and how it… Show more

In a world saturated with the “how tos” of OD, there is a void of evidence-based resources for both organizational leaders and OD scholar-practitioners to use as a guide while navigating the complex and chaotic environment of healthcare. This handbook has been created to fill this space and provide a resource for this vital audience at a time of great change and greater potential in the healthcare arena.

The handbook will focus on the critical nature of OD in healthcare and how it applies in this unique environment; examining its broad use from hospitals to corporate offices and from small systems to multinational corporations. The book will provide research-based, practical processes and methods, while sharing compelling cases of how the compassion and care associated with healthcare is wound tightly with the OD work it encompasses.The handbook will also offer a comprehensive look at the role OD plays in the critical issues and significant changes facing healthcare today.

The handbook overall is a small part history and a small part predictions surrounding very practical and applicable uses of OD In healthcare. Through the sharing of engagement processes, revealing outcomes and connecting each concept to a living case of how OD has impacted the healthcare field, this handbook provides a unique resource for OD and HR professionals, healthcare executives, MHA students and the academic community. Show less

The focus of this issue of the IJTD on organization development reinforces the importance of a continuing exploration of change. This is even more significant when considering that change is not only unavoidable but is also occurring with greater speed. Models of planned change may no longer be sufficient to address the needs of today’s organizations.

Through an exploration of what supports and sustains high performance in health-care organizations, the researcher made an unanticipated… Show more

The focus of this issue of the IJTD on organization development reinforces the importance of a continuing exploration of change. This is even more significant when considering that change is not only unavoidable but is also occurring with greater speed. Models of planned change may no longer be sufficient to address the needs of today’s organizations.

Through an exploration of what supports and sustains high performance in health-care organizations, the researcher made an unanticipated discovery. In following a process of generative theory development, a new perspective of how to engage and lead change in organizations emerged. Taking a constructionist view of change and focusing on an appreciative perspective of releasing energy in inquiry has led to the researcher proposing a model of rapid transformation. The model suggests an opportunity to change the way in which change itself is led. It offers an alternative view in which declaration through discourse, generation through inquiry and action through engagement lead to an upward spiral of opportunity. It is this opportunity for continuous and transformational change in organizations in which rapid transformation becomes possible. Show less

As Ovid said, ‘‘There is nothing in the whole world which is permanent.’’ It is this very premise that frames the discoveries in this paper and the compelling paradox it raises. The research discussed herein began with the simple question: what supports the sustainability of high performance? The findings suggest the sustainability of high performance is not a permanent state to be achieved, i.e., sustaining is not about maintaining. Rather, the paradox uncovered offers that sustaining is about… Show more

As Ovid said, ‘‘There is nothing in the whole world which is permanent.’’ It is this very premise that frames the discoveries in this paper and the compelling paradox it raises. The research discussed herein began with the simple question: what supports the sustainability of high performance? The findings suggest the sustainability of high performance is not a permanent state to be achieved, i.e., sustaining is not about maintaining. Rather, the paradox uncovered offers that sustaining is about being, as Ovid asserts, ‘‘in constant movement.’’ This idea of sustainability as movement is predicated on the ability of organizational members to move beyond the typical experience of paradox as an impediment to progress. By holding three critical ‘‘movements’’– agile/consistency, informative/inquiry, and collective/individualism – as active polarities, the organizations in the study were able to transcend paradox and take active steps to continuous achievement in outperforming their peers. Show less

All too often in business settings, specifically in larger organizations, resources and capital are focused on buying solutions to address organizational challenges. The “best” consultants are engaged, the “best” books are read; all the while the belief is that the organization is focused on doing the “best” thing. It is this quest for the “best” that may actually lead an organization in a different direction than it intended to go - into a place of commonalities versus competitive… Show more

All too often in business settings, specifically in larger organizations, resources and capital are focused on buying solutions to address organizational challenges. The “best” consultants are engaged, the “best” books are read; all the while the belief is that the organization is focused on doing the “best” thing. It is this quest for the “best” that may actually lead an organization in a different direction than it intended to go - into a place of commonalities versus competitive distinction – and in doing so an organization will all-too-often overlook the best “best” of all, their own internal strength. Show less

What happens when researching the radical unveils the simplest of solutions? This article tells the story of the 2007 ISPI Annual Conference Encore Presentation, Healthcare, Heal Thyself, sharing the findings of an exploration into high-performance health care facilities and their relevance to all organizations today. It shows how to overcome the performance paradox and transform seven simple truths from a list of characteristics to a way of being that generates measurable outcomes and… Show more

What happens when researching the radical unveils the simplest of solutions? This article tells the story of the 2007 ISPI Annual Conference Encore Presentation, Healthcare, Heal Thyself, sharing the findings of an exploration into high-performance health care facilities and their relevance to all organizations today. It shows how to overcome the performance paradox and transform seven simple truths from a list of characteristics to a way of being that generates measurable outcomes and sustainable performance. Show less