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
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If you find it in your heart to carefor somebody else,you will have succeeded.
- Maya Angelou
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To Care is Human: Elevating The Human Experience In Healthcare #PX2019 Opening Keynote - Jason A. Wolf
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care
(noun): 1. suffering of mind2. painstaking or watchful attention
(verb): 1. to feel interest or concern
To Care is Human: Elevating The Human Experience In Healthcare #PX2019 Opening Keynote - Jason A. Wolf
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Human beings caring for human beings.
To Care is Human: Elevating The Human Experience In Healthcare #PX2019 Opening Keynote - Jason A. Wolf
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Community
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To Care is Human: Elevating The Human Experience In Healthcare #PX2019 Opening Keynote - Jason A. Wolf
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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
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What must we do to
ELEVATE the HUMAN EXPERIENCE?
(in healthcare and beyond)
To Care is Human: Elevating The Human Experience In Healthcare #PX2019 Opening Keynote - Jason A. Wolf
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To learn is human
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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
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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
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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)
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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)
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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
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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%
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Personal treatment
Communication
Teamwork/Engagement
Partnership
Clinical Quality/Coordination
Access
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State of Patient Experience 2019
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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
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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?
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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.
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Integrated PerspectiveReinforced
99%99%
99% 88%
99%
To what extent should patient experience encompass each of the following?
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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.
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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
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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.
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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%
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2011: Tactical Beginnings
2013: Survey domains
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2015: Expanding view
2017: A return to purpose
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2019: Broadening Perspective
2019
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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?
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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
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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.
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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)
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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?
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To share is human
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2010Defining
Patient Experience
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2012Building a
Body of Knowledge
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2014Expanding Evidence
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2016Elevating the Profession
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2017Advocating for Change
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2018Establishing the
Experience Framework
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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
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2019Introducing the
Experience Ecosystem
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Institute
Resources
Associated
Organizations
Solution
Providers
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Self NavigationAssessment Experience Ecosystem
Guided Navigation
Experience Roadmap/NavigationComing soon….
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Reflection is the critical first stepin any action planning and improvement process.
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Shortens your distance to discovery,
builds a bridge to supporting resources, and
quickens your pace to outcomes.
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To persevere is human
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TransactionalRelatio
nal
Relatio
nal
Relatio
nal
Relatio
nal
Relatio
nal
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Relational
Transactions
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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
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N of ONE
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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.
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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
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To love is human
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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
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We cannot just look insidethe person we care for,
we must commit to caring forthe whole person we see.
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To persevere is human
To learn is human
To share is human
To love is human
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Human beings caring for human beings.
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Elevating The Human Experience In Healthcare
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