To understand how the work of patient experience is being done, The Beryl Institute renewed its inquiry into how people are structuring, supporting and focusing their patient experience efforts. This paper looks at the details of experience operations and provides a grounded look into not only what is being done, but also provides the opportunity for organizations to compare their efforts to others and/or seek potential new actions.
Exploring the strategic components and considerations of what comprise an effective and successful patient experience effort, this paper includes data gathered from 230 organizations representing six countries in an online survey focused on
- Leadership Titles & Background
- Departments Titles, Size & Functional Areas
- Patient and Family Advisor Engagement
- Measurement and Investment
In building cases for investment and focus, this paper also provides a summary of recommendations for action on how best to structure patient experience in your organization.