Future of Human Experience 2030: A Dynamic Framework for … · 2020-04-30 · The future belongs...

Future of Human Experience 2030: A Dynamic Framework for Healthcare Jason A. Wolf, Ph.D., CPXP, President & CEO, The Beryl Institute

April 30, 2020

Elevating the Human Experience in Healthcare

- The Beryl Institute

Defining Patient Experience

www.theberylinstitute.org

PX Continuing Education Credits

• This program is approved for 1 PXE.

• In order to obtain patient experience continuing education credit, participants must attend the program in its entirety and complete the evaluation within 30 days.

• The planning committee members and presenters have disclosed no relevant financial interest or other relationships with commercial entities relative to the content of the educational activity.

• No off label use of products will be addressed during this educational activity.

• No products are available during this educational activity, which would indicate endorsement.

This webinar is eligible for 1 patient experience continuing education (PXE) credit. Participants interested in receiving PXEs must complete the program survey within 30 days of attending the webinar. Participants can claim PXEs and print out PXE certificates through Patient Experience Institute. As an on demand webinar, it offers PXE for two (2) years from the live broadcast date.


Our Speaker

Jason A. Wolf, PhD, CPXPPresident & CEOThe Beryl Institute

@jasonawolf | @berylinstitute

www.theberylinstitute.orgwww.theberylinstitute.org

Future of Human Experience 2030:A Dynamic Framework for Healthcare


Jason A. Wolf, PhD, CPXPPresident & CEO, The Beryl Institute

@jasonawolf | @[email protected]


The future belongs to those who believe in the beauty oftheir dreams.

- Eleanor Roosevelt(attributed)


Please take a moment to introduce yourself via the chat and let us know where you are and how you are.


Changing healthcare by ensuring an unwavering commitment to the

HUMAN EXPERIENCE


We believe human experience is grounded in experiences of patients & families, those who work in healthcare and the communities they serve.

The global community of practice committed toelevating the human experience in healthcare.


ACKNOWLEDGING TODAY &

WHY WE MUST EXPLORE THE FUTURE


A JOURNEY OF INQUIRY


There is no power for change greater thana community discovering what it cares about.

Margaret Wheatley


Our Roadmap

PHASE 1: December 2019 – January 2020

Community conversations – 15 one-hour focus groups 130 participants from 11 countries]

Community Validation Survey – Jan 2020 (1/29-2/14) 986 participants, 651 completed responses from 27 countries 6 continents]

PHASE 2: February – March 2020

Data review and consolidation – By Mid February

Steering Team review meetings – February/March

Finalize initial framework

PHASE 3: April 2020 +

Identification of evidence/proven practices


Ground Rules in Co-Creation

This is an opportunity to DREAM

We listen with RESPECT

We BUILD on (vs detract from) people’s contributions

No idea or thought is a bad idea or thought


Community Conversations

What do you think the future human experience in healthcare (in 2030) should look like? What will healthcare be doing, what practices and processes will be in place, how will patients, families and healthcare consumers be involved, etc.? Share your picture of the future and build on what you hear from others.

What are the key milestones we need to establish and what are the actions we will need to take over the next ten years to realize that vision?

What are the resources will we need to achieve this future vision,i.e., skills, technology or other resources, and do they exist or will we need to create them? Do not be limited by what we think is available today.


What ideas/actions do you believe will be most important to the future of human experience in healthcare?

Q2. Ideas/Actions for Future


346 53.4%

305 47.1%

289 44.6%

248 38.3%

240 37.0%

238 36.7%

215 33.2%

194 29.9%

187 28.9%

174 26.9%

173 26.7%

162 25.0%

159 24.5%

147 22.7%

113 17.4%

Engaging Your Input

Healthcare will reinforce the purpose of healthcare workers, addressing workload, care priorities via new delivery models, and reducing process burdens to increase human connection and caring.

Healthcare will meet people where they are – at home, in their communities, virtually – where they need it and it will follow them where they go.

Healthcare will expand its efforts beyond treating illness to addressing the health and well-being of communities.

Healthcare will globally address social determinants of health and healthcare disparities to ensure full access to care and equity in healthcare delivery.

Healthcare will hire people in new ways selecting not just for greatest skill or clinical ability, but also for behaviors that are essential to ensure a positive experience.

Healthcare will call for and establish new models of education both for how healthcare professionals are trained academically across disciplines and in continuing professional education and for how health education is elevated in communities from primary education to expanding general health literacy and understanding for consumers of care.

Healthcare and the care journey will be seamless through better care transitions, use of technology and personal ownership of health data.

Healthcare will reframe how it measures experience and overall healthcare success from lagging to real-time indicators and broader outcome measures that will more effectively drive priorities and influence policy.Healthcare will expand its commitment to partnership and collaboration, first, among healthcare systems in the sharing and elevating of essential ideas and critical practices, and second, by openly and actively seeking to learn from industries outside healthcare for consumers practices and process efficiencies to simplify experience, more effectively address consumers’ needs and drive better outcomes.

Healthcare will provide a precision experience, both predictive and personalized through the better use of data, information and decision analytics, including the use of AI and other technologies.

Healthcare will champion a change in power dynamics in an era of expanded consumerism where patient and consumer partnership and co-creation becomes integral to care delivery.

Healthcare will be more convenient/our model of care will change to provide ease of access to care and healthcare information.

Healthcare will ensure transparency in all of its actions, both enabling open access to performance scores and ensuring clarity and consistency in understanding the cost of care for healthcare consumers regardless of the system in which they find themselves.

Healthcare technology will serve as an enabler, extender of human connection by ensuring simplicity, efficiency and open access to data and personal information.

The healthcare community will actively and directly address policy issues and drive change to ensure global and governmental policies and incentives that enable an elevated commitment to care and human experience.


HX2030 Steering Team

Penny Cook President/CEO Pioneer Network

Jocelyn Cornwell Founder & Chief Executive Point of Care Foundation

Janet Cross Administrative Director, Patient- & Family-Centered Care Monroe Carell Jr. Children's Hospital Vanderbilt

Alan Dobovsky Chief Experience Officer Cedars-Sinai

Sue Hasmiller National Director, Future of Nursing: Campaign for Action Robert Wood Johnson Foundation

Karen Luxford CEO The Australian Council on Healthcare Standards

David Medvedeff CEO AspenRxHealth

Erin Moore Parent-Family / Marketing Communications Lead Shift

Fred Nakwagala Senior Consultant Physician Mulago Hospital

Joyce Nazario AVP & Head of Patient Experience St. Luke's Medical Center

Vania Rohsig Superintendente Assistencial/CNO and Patient Care Services Hospital Moinhos de Vento

Liz Salmi Patient / Senior Strategist Open Notes

Rasu Shrestha Chief Strategy Officer and Executive Vice President Atrium Health

Leslie Thompson CEO Accreditation Canada & Health Standards Organization

Cathleen WheatleyPresidentSystem Chief Nurse Executive, SVP of Clinical Operations

Wake Forest Baptist Medical CenterWake Forest Baptist Health


FUTURE OF HUMAN EXPERIENCE 2030A Dynamic Framework for Healthcare


What is essential TO us as human beingsis essential FOR us as human beings.

That will not change and is of no greater importance than to the work of healthcare and the work ofhuman beings caring for human beings.


A Change for the Future

Framing the future of human experience in healthcare will require transformational change.

Change in PERSPECTIVE

siloed and specialized integrated and systemic

Change in PROCESS

transactional relational

Change in FOCUS

aspirational active


Foundational Needs & Supporting Mechanisms

To ground our efforts, there must be a continuous focus on and sustained commitment to:

Advocate, actively and directly, for global and local governmental policies and incentives that ensure expanded access to care, a focus on issues of sustainability, and a commitment to caring and human experience.Addressing POLICY

Reframe how experience is measured from lagging to real-time indicators, ensuring a holistic assessment of safety, quality, service and engagement to demonstrate the value of care.

ReframingMEASUREMENT

Expand partnership and collaboration between and within healthcare systems in the sharing essential ideas and proven practice and by openly and actively seeking to learn from industries outside healthcare to more effectively address consumers’ needs and drive better outcomes.

ExpandingPARTNERSHIP


As we look to the future of human experience what efforts do you think we must make in policy, measurement and partnership to advance our efforts? Q3. Advancing our Efforts


Six fundamental actions forthe future of human experience

In working to elevate the human experience in healthcare over the next decade, patients and consumers of care, healthcare organizations and the communities they serve will work together to ensure that healthcare efforts:


Reframe consumerism to patient and consumer partnership.

Transform power dynamics by a global commitment to(1) partnership where patients, families and consumers

are actively engaged in co-design and(2) transparency where both performance metrics and cost of care are

accessible and understandable.


Provide a precision experience through the use ofreal-time data and decision analytics, including the application of

AI and other technologies.

Enable and extend healthcare technology as an enabler and extender of human connection by ensuring simplicity, efficiency and expanded access to

care, information and knowledge.


Address process burdens and workload issues forhealthcare workers to increase opportunities for

human connection, reinforce purpose and reduce burnout.

Hire people in healthcare in new ways selecting not just forgreatest skill or clinical ability, but also for lived experience and

fundamental behaviors essential to a positive experience.


Transform professional models fora new healthcare workforce.

Establish new models of education,both in formal academic training and continuing education, for healthcare

professionals across disciplines and expand health education in communities from primary education

to expanding health literacy for consumers of care.


Expand beyond treating illness to addressing the healthand well-being of communities.

Social determinants of health and healthcare disparities are acknowledged and addressed to ensure a systemic response to care needs and full access

to and equity in care delivery.


Meet people where they are, where they need itand follow them where they go,

including at home, in their communities, and virtually.

New models of care are established making care journeys more accessible, convenient, and seamless through better care transitions, use of technology

and open and easy access to and personal ownership of health information.


What fundamental action most resonates with you and/or what would you add to this effort?

Q4. Fundamental Actions


WHERE WE GO FROM HEREConverging Paths at a Time of Crisis and Beyond


Planning for New Existence

Foundational ContentFundamental Resources on Patient/Human Experience

> 2019 Q1 20 Q2 20 Q3 20 Q4 20 2021 >

PX2020

COV-19 Resources

New ExistenceNew Vision/Practices/Resources

New ExistenceFoundational Content

Future of Human Experience


Rebalancing of Care Models

Capturing Lessons Learned

Leaning in on Policy Changes

Sustaining Effective Practices

Reinforcing “silver-lining”

(connection, camaraderie, compassion and collaboration)

Preparing forReoccurrence

Recharging our workforce

(& addressing post-traumatic stress)

New ExistenceProject

Socio-Economic Implications

Honoring ThoseWe Lost

Reestablishing Consumer

Confidence


Where we go from here

We will…

Ensure the voices of all engaged in healthcare are heard, respected and acted on for what matters to them

Advocate for and act to sustain practices, processes, and policies that have supported experience excellence

Address the systemic issues that undermine our capacity to support the health and well-being of all global citizens

Co-create a future in which new possibilities sprout from the deep roots of human experience


Alone we can do so little;together we can do so much.

Helen Keller


Moving our Effort Forward

• We will link the shared goals for Future of Human Experience with the realities of our new existence.

• We will work with you – our community – to identify priorities, practices and policies we need to create or change under each fundamental action as we ensure an unwavering commitment to experience.

• We will develop practical resources and solutions that support your efforts, drive positive outcomes and acknowledge and elevate all voices.

• We will work relentlessly with you to design and shape a future for healthcare and humanity that honors all in idea and action.

We will!


CLOSING QUOTE

The future depends on what you do today.- Mahatma Gandhi


A Call to Action

We will be asking for: your voices…your ideas…your practices…

We stand together!




Jason A. Wolf, PhD, CPXPPresident & CEO, The Beryl Institute

@jasonawolf | @[email protected]

Thank you for participating!


Thank you for participating

Future of Human Experience 2030: A Dynamic Framework for … · 2020-04-30 · The future belongs...

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