Experience Framework

The Experience Framework is comprised of eight strategic areas that reinforce the integrated nature of healthcare experience. Organizations committed to experience excellence will use these lenses to shape overall experience strategy, evaluate current efforts and link to practical resources for experience improvement.

When and how to use the Experience Framework:
The Experience Framework is central to the development of your experience strategy. Once the foundational principles are in place, the framework provides a means to educate and engage others on the integrated nature of experience and build specific strategic actions to address and improve experience overall. In getting started:

  • Review the framework and commit to an integrated approach to addressing experience.
  • Determine how to best engage all areas of your organization in your experience efforts.
  • Acknowledge the impact each lens has on the patients and family members you serve. See impact statements.
  • Use the Experience Assessment organization-wide to reinforce the integrated nature of experience and identify strategic opportunities to drive experience excellence.
  • Use the assessment results to identify needs and access resources to support your experience efforts.

 

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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. 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. Quality & Clinical Excellence Experience encompasses all an individual encounters and the expectations they have for safe, quality, reliable, and effective care focused on positively impacting health and well-being. 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 sustained strategic focus. 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. 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. 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 Caring for those delivering and supporting the delivery of care and reaffirming a connection to meaning and purpose is fundamental to the successful realization of a positive experience.

Hover over a section of the visual to learn why each strategic lens is part of the Experience Framework.
Click on an icon or heading to search content available to support your efforts in that area.