elevating the human experience in healthcare · elevating the human experience in healthcare to...

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Elevating The Human Experience In Healthcare

To Care is Human: Elevating The Human Experience In Healthcare #PX2019 Opening Keynote - Jason A. Wolf

© 2019 The Beryl Institute - www.theberylinstitute.org 1

www.theberylinstitute.orgwww.theberylinstitute.org

If you find it in your heart to carefor somebody else,you will have succeeded.

- Maya Angelou





care

(noun): 1. suffering of mind2. painstaking or watchful attention

(verb): 1. to feel interest or concern




Human beings caring for human beings.




Community




If you could only sense how important you are to the lives of those you meet;

how important you can be to the people you may never even dream of.

- Fred Rogers




What must we do to

ELEVATE the HUMAN EXPERIENCE?

(in healthcare and beyond)




To learn is human




http://bit.ly/PtExpConsumerStudy

6 of 10 believe the patient experience is

extremely important

3 of 10 believe the patient experience is

very important

Q: Overall, how important is it to you that you have a good patient experience? (n=2000)

Research Partner




About My HealthAbout How You

Treat Me

About

Being a

Customer

My health and wellbeing are

important to me

78%

I want/deserve to be treated

with respect

68%

Will influence how I make

healthcare decisions

51%

Q: Why is having a good patient experience important to you? (Check all that apply.) n=1996




Listen to you

Communicate clearly in a way you can understand

Treat you with courtesy and respect

Give you confidence in their abilities

Take your pain seriously

71%

63%

67%

65%

64%

Q: When you think about having a good patient/family experience, how important is it to you that the people providing your care do each of the following?/how important are each of the following? (n=2000)



www.theberylinstitute.orgQ: Think of a specific time when you or someone you know had a good (or positive) patient experience.

What words or phrases would you use to describe this experience? (n=2000)




http://bit.ly/ToCareisHuman2018

With the support of

Two main study groups:

General Patient Experience Community (n = 1478)

19 countries represented (84% US / 16% non-US)

High Performing Units/Departments (n = 294)

US only, identified by performance on the HCAHPS Survey overall

rating question




How patients/families are personally treated

Teamwork among the care team

Engagement level of employees

Clinical team well-being

Quality/safety practices evident

Coordination of care

Opportunity for a patient to ask questions

Ease of access to care

Effective communication with patients/families

97% 99%

97% 99%

General Respondents High Performers

98%

To what extent do you believe the following items have an influence on patient experience? - % Great + Greatest

92%

97%92%

96%

93%

93%

92%95%

90%




Personal treatment

Communication

Teamwork/Engagement

Partnership

Clinical Quality/Coordination

Access




State of Patient Experience 2019




State of Patient Experience 2019

Top 5 US, Canada, Australia, Brazil, UK

34 Countries6 Continents

873US Hospitals

105 Non-US

Hospitals

337Non-

Hospital Orgs

Research Partner




PX is Further Established

Not yet started Just beginning Established / makingsome progress

Well established

1%

18%

56%

25%

1%

13%

55%

31%

2017 2019

Which of the following stages best describes the current state of your organization’s patient experience efforts?




Top Priorities Hold & New Addition

Patient Experience

79%

Cost Management

24%

Employee Engagement

45%

Population Health

15%

Expanding Access

24%

Recruitment & Retention

15%

New 2019

Please review the items listed below and identify what you believe will be your organization’s TOP 3 priorities for the next 3 years.




Integrated PerspectiveReinforced

99%99%

99% 88%

99%

To what extent should patient experience encompass each of the following?




Motivation Returns to Purpose

Desire to provide

better overall

outcomes

Leadership’s desire

to provide a better

experience

Right thing to do

Becoming provider

of choice/

community

reputation

Govt Mandated

Measures (such as

CAHPS, etc.)

% 2019

2017%

54%

45%40% 38% 36%

44%

32%

45% 43%40%

Please select the top three (3) factors that are driving your organization toward taking action on Patient Experience.




Supports & Roadblocks Hold Steady

Supports Roadblocks

50%

47%

35%

31%

31%

44%

38%

36%

28%

25%

Which of the following, if any, have been most successful in/biggest roadblock to supporting your organization’s Patient Experience efforts? Please select the top 3.

Strong, visible support “from the top”

Formal Patient Experience leader and/or structure

Positive organization culture

Clinical managers who visibly support experience efforts

Engaged workforce

+5

+4

+4

+5

-5

Other organizational priorities reduce emphasis on patient experience

Cultural resistance todoing things differently

Leaders appointed to drive patient experience are pulled in

too many other directions

Caregiver (i.e. physician, nurse, etc.)burnout and stress

Lack of sufficient budget orother necessary resources




Culture Expands in Importance

Highly engaged

staff/employees

Healthy, positive

and strong

organization culture

Inclusion/

Engagement of

patient and family

voice

Purposeful and

visionary leadership

Clearly defined

behavioral

expectations

38%

61% 58%

33%38%

+6

Which of the following are most important for achieving a positive Patient Experience? Please select the top 3.




Investment Growing inCaring for the Caregiver

Staff Training & Development

Broader culture change efforts

Expanded measurement

efforts

Expanded patient and family

engagement

Reducing physician and caregiver

(i.e. physician, nurse, etc.)

burnout

Identify the top three (3) items in which you expect your organization to invest, either as a new effort orwith additional resources, over the next three years to advance patient experience improvements.

% 2019

2017%

59% 35% 41% 21%34%

37%29%

33%

53%

32%




2011: Tactical Beginnings

2013: Survey domains




2015: Expanding view

2017: A return to purpose




2019: Broadening Perspective

2019




Exploring the PX Digital Divide

6%

21%

56%

17%

Not at All Very Little Somewhat Great Extent

To what extent is you digital strategy connected

to your patient experience efforts?

Top Areas of FocusSomewhat +

Great Extent

Obtaining patient and family feedback 79%

Providing general facility information 74%

Accessing medical records 72%

Communicating with medical team 72%

Patient Education 69%

Scheduling appointments 64%

Monitoring health and wellness 56%

Chronic care management 55%

Providing virtual appointments/ consultation 50%

To what extent are the following digital tactics (via app, websites, etc.) being used to improve patient experience in your organization?




Measurement Goes Social

Aside from tracking the success of individual improvement activities and/or actions, which metrics is your

organization using to measure overall improvement in the Patient Experience? Please select all that apply.

Government-mandated surveys (i.e. HCAHPS, CG-CAHPS, etc.) 68%

Patient experience surveying (beyond government requirements) 65%

Monitoring social media 47%

Patient/family advisory committee 44%

Bedside surveys/instant feedback during rounding 42%

Calls made to patients/caretakers after discharge 41%

+6

+6

+6




Clinical Outcomes

Financial Outcomes

Consumer Loyalty

Community Reputation

EXPERIENCE

Wolf, Jason A. PhD (2016) "Patient experience: Driving outcomes at the heart of healthcare,” Patient Experience Journal: Vol. 3: Iss. 1, Article 1.




Clinical Outcomes

Financial Outcomes

Consumer Loyalty

Community Reputation

EXPERIENCE

Engagement & Retention

New Customer Attraction

78%

82%

72%

87%

87%

74%

To what extent do you believe your existing Patient Experience efforts have a positive impact on each of the following? (Somewhat + Great Extent)




Progress Continues

19.5%

48.4%

21.5%18.7%

47.6%

23.2%

Neutral Positive Very Positive

20192017

At this point, how do you feel about the progress (or lack of progress) your organization is making toward improving the patient experience?




To share is human




2010Defining

Patient Experience




2012Building a

Body of Knowledge




2014Expanding Evidence




2016Elevating the Profession




2017Advocating for Change




2018Establishing the

Experience Framework



www.theberylinstitute.orgwww.theberylinstitute.org To what extent do you believe the following influence patient experience outcomes? (To a great extent)

91%

82%

82%

42%

74%

42%

94%

37%

Influence on

PX Outcomes




2019Introducing the

Experience Ecosystem




Institute

Resources

Associated

Organizations

Solution

Providers




Self NavigationAssessment Experience Ecosystem

Guided Navigation

Experience Roadmap/NavigationComing soon….




Reflection is the critical first stepin any action planning and improvement process.




Shortens your distance to discovery,

builds a bridge to supporting resources, and

quickens your pace to outcomes.




To persevere is human




TransactionalRelatio

nal

Relatio

nal

Relatio

nal

Relatio

nal

Relatio

nal




Relational

Transactions




Listen

Create Space

Communicate

Be Present

Wolf, 2019. Pending publication Nurse Leader.

Nurse Leadership & the Human Experience: A framework for elevating care and caring

A Framework for Elevating

Human Experience




N of ONE




Ensuring Empathyour ability to take the perspective of and

feel the emotions of another person

Elevating Compassionwhen those feelings and thoughts

include the desire to help

Understanding

I feel the way you

walk.

Taking action

I walk with you.




The human capacity to care for others isn’t something trivialor something to be taken for granted.Rather, it is something we should cherish.

Compassion is a marvel of human nature…- Dalai Lama




To love is human




Learn something new

Be kind to others

Believe in yourself

It’s ok to make mistakes(as long as you learn from them)

Everything I Ever Needed to Know,I Learned on my Way to Kindergarten




We cannot just look insidethe person we care for,

we must commit to caring forthe whole person we see.




To persevere is human

To learn is human

To share is human

To love is human




Human beings caring for human beings.




Elevating The Human Experience In Healthcare



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