Patient Experience Roundtable: A Global Perspective on Patient Experience

A Global Perspective on
Patient Experience:
The New Imperative for Healthcare
Jason A. Wolf, PhD, CPXP
President, The Beryl Institute
jason.wolf@theberylinstitute.org
@jasonawolf | @berylinstitute
12 July 2018
Patient Experience Roundtable
Leading Change & Transformation in Healthcare
www.theberylinstitute.org
© 2018 The Beryl Institute 1

Each time a man stands up for an ideal,
or acts to improve the lot of others,
or strikes out against injustice,
he sends forth a tiny ripple of hope…
Robert F. Kennedy
Cape Town, South Africa
6 June 1966

Building the Field of Patient Experience
Community of Practice Body of Knowledge
Research Professional Certification

Patient Experience Defined

An Integrated
Perspective

State of Patient Experience 2017
106 Practices
246 Non US Hospitals
64 Long Term Care
944 US Hospitals
26 countries represented covering 6 continents,
including 49 US States and D.C.
Manager/
Director
Nurses, Physicians
or other clinical
team members
17%
C-Suite Members
or other Senior
Leadership
11%
36%
Top 6 include US, Canada, United Kingdom,
Australia, Brazil and Saudi Arabia

Integrated view of PX expanded
44%
17%
13%
11%
10%
9%
44%
79%
85%
87%
89%
89%
Cost Management
Employee Engagement
Safety
Quality
Service
Patient/Family Engagement
Somewhat To a great extent
Q: To what extent should patient experience encompass each of the following: (n=1111-1124)
All segments

Engagement
Highly engaged
staff/employees
Healthy, positive and
strong organization
culture
Purposeful and
visionary leadership
Clearly defined
behavioral
expectations
Inclusion/Engagement
of patient and family
voice
68%
52%
44%
32%34%
38%
54% 62% 29% 22%
US Hospitals 2017
US Hospitals 2015
Q: Which of the following are most important for achieving a positive Patient Experience? Please select the top three. (n=703)

An Expanded
Perspective

Consumer Perspectives on PX
2,000 individuals in 5 countries,
spanning demographic and economic levels.
3%
15%
20%
18%
20%
19%
7%
75+
65-74
55-64
45-54
35-44
25-34
18-24
Age
90% NO
Healthcare
employee?
10% YES
12%
34% 32%
13% 9%
None 1-2 3-5 6-10 11+
Healthcare Encounters
in Past Year
Gender
51% Female
1% Gender Variant /
Non-Conforming
48% Male

Patient Experience is Important
Q: Overall, how important is it to you that you have a good patient experience? (n=2000)
6 of 10
believe the patient experience is
extremely important
3 of 10
very important
<1 of 10
somewhat important

35%
38%
45%
51%
65%
68%
69%
72%
78%
But WHY is PX Important?
U.S. Non-U.S.
Time 49% 41%
Money 44% 33%
My health and wellbeing are important to me
I want to know that my physical needs are being taken seriously
Good PX contributes to my healing/good healthcare outcomes
I want/deserve to be treated with respect
I want to be addressed as a person, not as a
symptom, diagnosis, or disease
It will influence how I make healthcare decisions in the future
My time matters
I am spending my money on this
I see myself as a customer
Q: Why is having a good patient experience important to you? (Check all that apply.) n=1996
About my health
More important to
Non-US respondents
US Non-US
65% 72%
Time and money
greater factors in U.S
About being a customer
About how you
treat me

Highest Ranked PX Components
Extremely
Important
Very +
Extremely
Important
Type AUS
1 Listen to you 71% 95% People 1 – 68%
2 Communicate clearly in a way you can understand 67% 95% People 2 – 65%
3 Treat you with courtesy and respect 65% 95% People 3 – 63%
4 Give you confidence in their abilities 64% 94% People 4 – 60%
5 Take your pain seriously 63% 93% People 4 – 60%
6 A healthcare environment that is clean and comfortable 62% 94% Place 6 – 56%
7 Provide a clear plan of care and why they are doing it 59% 93% People 7 – 55%
8 Ask questions and try to understand your needs and preferences 56% 92% People 8 – 54%
9
The ability to schedule an appointment or procedure within a
reasonable time period
52% 93% Process 11 – Tie
10 A discharge/check out process in which your treatment plan
and/or next steps in care are clearly explained
52% 92% Process 9 – 51%
A billing process that is clear, understandable and respectful Process 10 – 48%
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)

Experience Has Tangible Implications
Positive experience Negative experience
Tell another person about the experience
Decide not to go back to
the same person or place
Provide comments to healthcare
provider or team
Provide comments
directly to the org
Continue to use the same
doctor or organization
Q: As a result, did you/did they do any of the following? [Check all that apply.] (n=1235)
Q: As a result, did you/did they do any of the following? [Check all that apply.] (n=628)
Find & use a different
doctor or organization
70%
73%
29%
22%
76%
43%
37%
37%
25%
Share the
good & bad
Stay = Loyalty
Leave =
Leakage
Feedback

Recommendations & Referrals Lead
Healthcare Decision-making
Q: Which of the following are important to your decisions or choices about your healthcare or your family’s
healthcare (i.e. selecting hospitals, doctors, nursing homes, etc.)? (Check all that apply.) n=2000)
22%
23%
27%
28%
28%
70%
72%Recommendation of family or friends
Referral from another physician or provider organization
Formal published rankings
Awards or designations the organization or provider have
received
Online ratings (via neutral sites such as Yelp, Google, etc.)
Comments or information gathered via social media
Online ratings (via the organization’s website)

Cycle of Experience
Experience
Stories/
Recommendations
Choices
Outcomes

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.
Available at: http://pxjournal.org/journal/vol3/iss1/1www.theberylinstitute.org

Changing healthcare by ensuring an
unwavering commitment to the
HUMAN EXPERIENCE

N of ONE

Choice…

"We may not be able to control the world,
but we all have the ability to impact
the human experience!”
- Kristen Terlizzi

A Global Perspective on
Patient Experience:
The New Imperative for Healthcare
12 July 2018

Closing Reflections
12 July 2018

Patient Experience Defined

The Fundamentals Matter
Experience drives the fundamental results we look to achieve.
In healthcare that includes, in this order, clinical and financial outcomes, consumer loyalty, and community
reputation.
Interactions are the point where experience happens…
and ideally positive interactions result in positive experiences.
Good choices are the seed of every positive interaction.
Culture serves as the lens through which good people make good choices.
Build vibrant cultures…
rooted in clear and shared purpose, framed by sound core principles and espoused values, and focused on
understandable and actionable goals.
Engage the best people to make up our organization,
people who are aligned with the expected behaviors and attitudes we believe best to deliver on our
organizational commitments.
Wolf, Why the Organizations We Build Are the Engine for Experience Excellence,
Wednesday, September 14, 2016, ATD Health Blog

Experience Framework
Strategic Lenses Why
Culture & Leadership
The foundation of any successful experience effort is set on who an organization is, its purpose
and values, and how it is led.
Infrastructure & Governance
Effective experience efforts require both the right structures and processes by which to operate
and communicate and the formal guidance in place to ensure strategic focus.
Patient, Family &
Community Engagement
Central to any experience effort are the voices of, contributions from and partnerships with
those receiving care and the community served.
Staff & Provider Engagement
The care of and support for those delivering and supporting the delivery of care is fundamental
to the successful realization of any positive experience.
Environment & Hospitality
The space in which a healthcare experience is delivered and the practices implemented to
ensure a positive, comfortable and compassionate encounter must be part of every effort.
Innovation & Technology
As a focus on experience expands, it requires new ways of thinking and doing and the
technologies and tools to ensure efficiencies, expand capacities and extend boundaries of care.
Policy & Measurement
Experience is driven and influenced by external factors and systemic and financial realities and
requires accepted and understood metrics to effectively measure outcomes and drive action.
Quality & Clinical Excellence
Experience encompasses all an individual encounters and the expectations they have for safe,
quality, highly reliable, and effective care focused on positively impacting health and well-being.
© 2018 The Beryl Institute

We do not remember days,
we remember moments…
- Cesare Pavese
…and we CREATE those moments!

Closing Reflections
12 July 2018

Patient Experience Roundtable: A Global Perspective on Patient Experience

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