patient experience, action, leadership, culture, patient engagement, ideas, accountability, healthcare, service, focus, interaction, people, staff, journey, employee, voice
Voices of Practice: Exploring the Patient Experience in Action
Highlights from On the Road with The Beryl Institute
Jason A. Wolf, Ph.D.
President, The Beryl Institute
VP, Strategy and Member Experience, The Beryl Institute
Through the On the Road program The Beryl Institute spends time within healthcare organizations meeting with their staff, observing their actions and ultimately learning about their journeys to improve the patient experience. On the Road represents a fundamental belief that there is great power in the sharing of ideas and lessons learned.
This paper identifies some of the central and consistent themes we have seen through visits to 18 cities and almost 30 facilities across the United States and around the world. It highlights innovative patient experience ideas and key thoughts shared by healthcare leaders. Each section represents a central idea, how we believe it influences patient experience efforts overall and then shares a set of innovative practices that could be replicated, adopted or adapted for your own organizations.
The six primary themes covered include Leadership, Culture, Right People, Engagement, Intentional Focus and Purposeful Actions.