Zeroing in on the Patient Experience: Views and Voices from the Frontlines

Executives from The Beryl Institute hosted three patient experience leaders in a roundtable discussion on improving the patient experience. These patient experience champions come from varied backgrounds, but they bear one strong similarity – a passionate commitment to creating exceptional experiences for patients, patient families and friends. In this paper they share the opportunities and challenges as they commit to improving how patients connect with their organizations. The roundtable exemplifies the power in sharing of ideas, a core purpose of The Beryl Institute itself. The paper stresses the importance of relationships, thoughtful planning, identifying priorities, sustaining commitment, and creating lasting impressions as core steps in moving a successful patient experience effort forward.