Policy & Measurement Resources

Unleashing Collective Potential: The Power of Team-Based Leader Rounding in Elevating Patient Care

Baylor Scott & White Medical Center faced a decline in patient experience scores, reaching the 50th percentile by 2022 due to inconsistent leader rounding and lack of focus on improvements. In 2024, the center revamped its rounding program by involving non-clinical and ancillary leaders, focusing on structure, support, and connections. This approach included protected time

Co-developing a Paediatric Patient Reported Experience Measure: The Perspectives of Children and Young People

Paediatric Patient Reported Experience Measures (PREMs) are tools that capture what children and young people (CYP) value in their healthcare and promote their involvement in clinical decision-making. A standardised paediatric PREM could improve quality of care for CYP across hospital settings, but CYP are rarely included in the development of PREMs. This study aimed to

Factors Influencing Patient Satisfaction with Zambia’s National Health Insurance Scheme: A Systematic Literature Review using Empirical Evidence from Nigeria and Ghana

Universal Health Coverage (UHC) has become important for African nations as they strive to provide equitable healthcare access to all citizens. Implementing a successful National Health Insurance Scheme (NHIS) is crucial to achieving this goal. In pursuit of achieving UHC, Zambia launched the NHIS in 2019 with the ambitious goal of reaching 100% coverage by

Exploring Consumer and Clinician Attitudes towards Patient Reported Outcome Measures (PROMs) in an Australian Inpatient Musculoskeletal Rehabilitation Unit: A Qualitative Pilot Study

This pilot qualitative study explores consumers’ and clinicians’ perspectives about the relevance and utility of patient reported outcome measures (PROMs) in an Australian inpatient rehabilitation unit. Methods: Two focus groups, were recruited via convenience sampling, comprising English speaking rehabilitation clinicians (n = 5) and consumers (n = 6) who had recent experience of inpatient musculoskeletal rehabilitation

The Evolving US Patient Experience Measurement and Reporting Landscape: What’s Next for HCAHPS and Why It Matters

The Patient Experience Policy Forum (PXPF) of The Beryl Institute has had a focus on impacting the US patient experience measurement structure since its founding in 2017. PXPF successes over the years have included interfacing with CMS leadership to advocate for updates and improvement of the CAHPS system, including the HCAHPS survey. Significant changes are

Patient Advocacy Community Connection Call: Effective Practices for Complaint and Grievance Recording and Reporting

In the ever-evolving landscape of healthcare, patient relations play a crucial role in ensuring a positive patient experience. Effective complaint and grievance recording and reporting are fundamental components of this process, directly impacting patient satisfaction, trust, and overall care quality. Join the Patient Advocacy Community for an insightful discussion of effective practices for managing patient

Engage in the Global Experience Measure Inquiry

In recent years, the Global Experience Measure (GXM) effort at the Institute has brought together over 1,000 member voices from our global community. Driven by feedback from our Global Council and inspired by a PXJ article, Measuring what matters: A proposal for reframing how we evaluate and improve experience in healthcare, this effort has led

Consumer Perspectives on Patient Experience 2024

The Beryl Institute’s latest inquiry on consumer perspectives in healthcare is published in a report revealing the most comprehensive and broad collection of voices ever captured for this global study. As a follow-up to earlier studies from 2018 and 2021, the 2024 report confirms that what remains important to people around the world are the

Policy & Measurement: The Impact of Patient & Family Involvement

By Rosie Bartel  This is the sixth blog in a series of eight by The Beryl Institute’s Global Patient & Family Advisory Board (GPFAB). The intent of this series is to present our perspective on patients’ and families’ lived experience through each of the strategic lenses of The Beryl Institute’s Experience Framework. The Experience Framework

Enhancing Post-Visit Communication: A Quality Improvement Initiative

With grant funding from The Beryl Institute, Briargate Outpatient Specialty Care Clinic at Children’s Hospital Colorado launched a quality improvement project to tackle the decline in patient and family experience scores concerning post-visit communication. By implementing targeted interventions, the clinic increased the percentage of families who felt well-informed about handling questions after visits from 72%

Listening to the Unsaid: Utilizing Patient-Reported Outcome Measures (PROMs) to Manage the Dental Anxiety of a Special Child

This article is the journey of a dentist who adopted the additional role of a healthcare manager and embarked on a transformative journey to enhance the realm of pedodontics. 

The Perceived Usefulness of Patient Narrative Feedback in Primary Care Settings

Research suggests that insights from patient narratives – stories about care experiences in patients’ own words – contain information that can be used to improve care. However, assessments of narratives reported by clinical personnel have been mixed. 

A Commitment to Human Experience in Essential Hospitals

A Commitment to Human Experience in Essential Hospitals highlights the innovative practices of essential hospitals in enhancing the human experience in healthcare. These safety-net hospitals are crucial for providing care to underserved and marginalized communities, addressing complex medical needs and significant socio-economic challenges. Despite facing financial constraints and staff shortages, essential hospitals excel in creating

PX Pulse: Consumer Perspectives on Patient Experience in the U.S. – June 2024

The latest release of PX Pulse reveals consumer perception of quality and experience remain stagnant from last quarter, both with lower than desired rankings. Cost continues to be top of mind for consumers, with the cost of premiums jumping from the third slot to the first as the most important item to consumers. Findings about

A Global Perspective on Experience Excellence: Examples from Around the World

Join Vita Steina to learn more about her Fellow in Human Experience (FHX) project to explore and gather a collection of leading practices driving experience excellence globally. Vita’s project provided a comprehensive look at how organizations around the world are working to advance their experience work in a variety of critical ways. This collection of

Global Perspectives on Human Experience: Where we stand and new frontiers

Listen as Jason A. Wolf, PhD, CPXP, President & CEO, The Beryl Institute discusses the perspectives of human experience globally and how we can and must elevate and transform what matters to both those served by healthcare and those who show up to serve each day. Get an early peek at the latest global consumer

Evaluation of Online Patient Complaints Regarding City Hospitals in Türkiye During the COVID-19 Pandemic: A Content Analysis Study

The COVID-19 pandemic put tremendous pressure on healthcare systems worldwide, which led to heightened scrutiny of the medical services offered by hospitals. This article aims to evaluate complaints about city hospitals in Türkiye during the COVID-19 pandemic using the Healthcare Complaints Analysis Tool, which includes three main domains and seven problem categories. The complaints submitted

Association Between Clinicians’ Average Patient Length of Stay and Patient Experience Scores

Objective: Given the current emphasis on patient-centered care, emergency physicians are seeking ways to improve patients’ experience in the emergency department (ED). Length of stay (LOS) in the ED has previously been associated with patient experience ratings, however there is limited literature on this relationship at the clinician level. The objective of this study was

Unlocking Excellence: A Benchmarking Study on Leader Rounding in High-Performing Organizations

Leader rounding on patients has gained recognition as a best practice in healthcare and is linked to improved patient satisfaction outcomes. This study explores the leader rounding frequency and common elements of high-performing hospitals in achieving top-quartile Hospital Overall Ratings. The findings provide a strategic opportunity for organizations to enhance their overall ratings by optimizing

We need to be the patient in the room

Transgender activist Emily Newberry joins Director of Community Experience, Amy Kwiatkowski to share her multi-decade journey of acceptance and understanding and how it led her to the field of patient experience and advocacy. Listen as Emily describes how her own experience navigating the health care system as a transgender woman inspired her to be persistent

Promoting Anti-Racism and Supporting Staff through Policy

Mount Sinai deepened its commitment to equity and began a journey towards anti-racism in 2020. As part of this effort a diverse group of colleagues responded to a call for action from the staff to create a policy that clearly defines how to manage patients acting in a racist/ discriminatory way while supporting staff as

And the Survey Says…: A Qualitative Exploration of the Perspectives of Nurse Managers Who are Accountable for Patient Experience Measures

By examining nurse manager accountability for patient experience measures, this study seeks a deeper understanding of nurse managers’ perceptions of patient experience measures and how these measures drive organizational communication behaviors. Funded through The Beryl Institute’s Grant Program for scholars, Lisa Huddleston, Ph.D., explores whether hospitals use patient experience scores as intended — to guide

Signals to Action: Northwestern Medicine’s Journey to Humanizing Healthcare Experiences

In an effort to (re)build trust post-pandemic, many health systems are experiencing the pressure to modernize methods used to engage patients and the workforce who care for them. This trend towards an improvement-focused understanding is reflected in the greater conversations happening across our industry, including the evolved shift in understanding from “Patient” to “Consumer” and

PX Pulse: Consumer Perspectives on Patient Experience in the U.S. – November 2023

The latest release of PX Pulse reveals the items of greatest importance to healthcare consumers remain consistent from the previous quarter, but perspectives on the quality of care and overall experience saw the lowest scores in the last two years. This issue also explores the critical issues of trust, provider relationships and providing feedback to

The Treatment Impact: Cultural Inclusivity in a Modern World

Caring for patients and their families during tumultuous times can be daunting. Many times, we rely on our past experiences, good or bad, to help us through difficult or ambiguous situations. While empathy is a key component of good service, how do we show cultural inclusivity? How can we make a big impact and improve

Measuring Volunteer Impact

We know that our volunteers make a huge difference in our organizations every day…but how do you show that? It can be challenging to assign hard data to work done with the heart, but those statistics can help illustrate that impact in a more meaningful way to your audience.

Using Measurement and Metrics to Drive Improvement in Ambulatory Care Environments

Join our Ambulatory Care Community for a discussion on what and how organizations measure to best represent the voice of patients. Panelists will discuss why they selected the tools they use and how their organizations most effectively use metrics to impact the human experience. 

Using Narrative to Illuminate and Improve Experience

Watch this webinar for an interactive discussion through a series of five mini-case studies to illustrate the power of narrative. The case studies will focus on: (1) using an innovative digital tool to collect patient-generated contextual information and embedding at-a-glance summaries of patient narratives in the EHR (2) mining open-ended comments in experience surveys, with

Leveraging patient experience measures as surrogate outcomes to evaluate health care interventions

Patient experience quality measure scores are widely accepted as outcomes in health services research. For some patients and in some settings, such as hospice care, they can be the most important outcomes. While these measures are widely used, the potential to use them as surrogate outcomes in a clinical trial sense has gone under-recognized. The

“Feedback is indeed a dainty dish to set before the Trust”: Comparing how online patient feedback is responded to and used across three hospital Trusts in England

Patients are increasingly reporting about their healthcare experiences in an unsolicited manner online. This emerging resource may offer valuable opportunities for organisational learning. Our study aimed to compare how online patient feedback was responded to and used for improvement in three hospital Trusts. Ethnographic data were collected across three hospital Trusts in England, recruited according

The initial psychometric evaluation of a new Emergency Department Patient-Reported Experience Measure (ED PREM)

Patient-reported experience measures (PREMs) are critical to evaluating the person-centeredness, safety, and quality of healthcare services internationally. The aim of this study was to describe the initial psychometric evaluation of a new Emergency Department (ED) PREM. Adult patients presenting to the ED of a tertiary hospital in southeast Queensland, Australia during January 2022 were recruited in-person.

Effectively Leveraging Patient Comments for Strategic Improvement

During this webinar, Children’s Mercy Kansas City shares results from a year-long case study on the meaningful integration of patient comments and the precise analytics derived from those comments into the strategic improvement planning efforts of an emergency department. The presentation will highlight how this process can foster a culture of human-centered patient and family

PX Pulse: Consumer Perspectives on Patient Experience in the U.S. – July 2023

We are pleased to share results from the 13th edition of our PX Pulse survey. Conducted in partnership with Ipsos, PX Pulse captures healthcare consumer perspectives of patient experience in the United States. The latest release of PX Pulse reveals affordability and access to hospitals and treatments continue as important issues to consumers. While the

Interventions that improve patient experience evidenced by raising HCAHPS and CG-CAHPS Scores: A narrative literature review

Hospital administrators and researchers often use large, standardized surveys that examine patient satisfaction to evaluate whether interventions improve patient experience. To summarize the breadth of these interventions and how large, standardized surveys are used to evaluate them, a multidisciplinary research team conducted a review. They used PubMed and Google Scholar searches, reviews of reference lists

Living with COVID-19 in the community during the first wave of the pandemic: Lessons from patients for healthcare providers and policy makers

This qualitative descriptive study explores patients’ experiences of living with COVID-19, in the community, during the early stages of the pandemic. Between October 2020 and April 2021, fifteen semi-structured, video-recorded interviews were conducted, via Zoom, with participants in five Canadian provinces. Participants self-identified as having had a confirmed or suspected case of COVID-19. The constant

State of Human Experience 2023: Fundamentals and the Future of Experience

Jason A. Wolf, Ph.D., CPXP , President & CEO, The Beryl Institute Since 2011, The Beryl Institute’s State of Patient Experience Study has provided global insights and evidence on where the experience movement is moving. Its results have revealed challenges and inspired action globally. It too has reflected the very evolution of the field of experience itself.

Impact of Volunteer Programs: What Are We Measuring and Who Are We Telling?

Moderator: Terri Ipsen, CPXP | Director, Content, The Beryl Institute | Editorial Coordinator, Patient Experience Journal Panelists: Roseanna Galindo, ECBA, CAVS | Former Director of Volunteer & Guest Services at Enloe Medical Center | Currently Research Affiliate/Lecturer, California State University Chico/College of Communication Seth Hinrichsen, Volunteer, Utah Valley Hospital Erica Luciano, Program Manager, UChicago Medicine

Implementing the Most Significant Change Methodology: Measuring the Impact of Practice-Based Research and Innovation (PBRI) through a Self-Narrative

This paper explores the PBRI Innovation Fellowship, which provides an opportunity for health professionals to identify and lead an innovative quality improvement project to bridge an evidence-to-practice gap that will lead to improved health care practice and patient experiences.

PX Pulse: Consumer Perspectives on Patient Experience in the U.S. – January 2023

The Beryl Institute and Ipsos released findings from the ninth PX Pulse, a quarterly tracking survey and first of its kind effort to elevate understanding and track current perspectives on patient experience in healthcare across the United States.

Using Experience-based Design to Understand the Patient and Caregiver Experience with Delirium

Amy London, Product Innovation Specialist, Virginia Mason Medical Center, shares how using experience-based design was an innovative framework to increase their understating of the experience during and following episodes of hospital acquired delirium. Read associated PXJ article

PX Pulse: Consumer Perspectives on Patient Experience in the U.S. – November 2022

The Beryl Institute and Ipsos released findings from the ninth PX Pulse, a quarterly tracking survey and first of its kind effort to elevate understanding and track current perspectives on patient experience in healthcare across the United States.

Staffing Patient Advocacy using Outcome Measures

Hear an overview of the research that went into developing a Patient Advocate staffing model for more than 550 Patient Advocates spanning a 154 VA Medical Centers.

Getting in Front of Potential Harm following Established Safety Protocols

After a concerning patient encounter on the phone, a call center rep followed proper safety protocols to alert her superiors.

Errors of Omission: The Impact of What is NOT Done on Patient Experience

Systems for information gathering are designed to capture the impact of our actions and interactions with patients but not the impact of our inaction – the steps not taken – which can significantly affect the quality of care and patient experience.

PX Pulse: Consumer Perspectives on Patient Experience in the U.S. – June 2022

The Beryl Institute and Ipsos released findings from the ninth PX Pulse, a quarterly tracking survey and first of its kind effort to elevate understanding and track current perspectives on patient experience in healthcare across the United States.

Measuring what matters: A proposal for reframing how we evaluate and improve experience in healthcare

The conversation on measuring experience has been a long and thoughtful one. It has reflected a dynamic tension between measures used as a lever for action in some health systems and as a mechanism to determine reimbursable dollars in others. Yet underlying all the conversation, the question of what we measure, to what end we

Current PROM and PREM use in health system performance measurement: Still a way to go

There is a growing impetus to “measure what matters” to enable health systems to optimise value-based, person-centred healthcare. This paper describes the critical importance of patient-reported outcome and experience measures (PROMs and PREMs) in this pursuit and provides an in-depth overview of how PROM and PREM programs differ between England, the United States, and Australia.

Patient reported experience in a radiation oncology department

Understanding patient experience is essential to providing high quality, person-centered care. A real-time baseline cross-sectional study was completed to identify gaps in patient experience that can be targeted for quality improvement (QI). This study is part of PROSE (Person-centered Radiation Oncology Service Enhancement), a QI initiative developed to improve patient experience at a tertiary cancer

The quantitative assessment of patient satisfaction in the COVID-19 epidemic compared to the epidemic-free period

Surveying patient satisfaction is considered an important part of any systematic program of quality assurance. Quality of healthcare service and patient satisfaction has been affected by the current COVID-19 epidemic. The purpose of the study was to determine how COVID-19 epidemic has affected patients in Slovenia as it is evident via permanently available questionnaire and

What are the sources of patient experience feedback in the UK prison setting, and what do patients and healthcare staff think about giving and receiving feedback in prison? A qualitative study

Background: The collection of patient experience feedback (PEF) has seen a marked global increase in the past decade. Research about PEF has concentrated mainly on hospital settings albeit a recent interest in primary care. There has been minimal research about PEF in the prison healthcare setting. The aim of this study was to explore the

Development of an experienced quality measure for clients, informal and formal caregivers in home care in the Netherlands: A participatory action research

To optimise home care provision and to identify potential improvements in the care process, it is important to gain insight into the care experiences that influence care quality. The aim was to develop a qualitative experienced quality measure for home care in The Netherlands, facilitating conversations between clients and caregivers in generating possible points of

Patient involvement in the development of PROMs within the MS Field: A systematic review

This review reports on the development of patient-reported outcome measures (PROMs), published within the past ten years, for people with multiple sclerosis (PwMS). Moreover, this review evaluates the extent to which patient participation was integrated in the development of the PROMs. A systematic review was conducted, and four relevant articles were extracted, from which nine

The use of patient experience data for quality improvement in hospitals: A scoping review

In this paper we identified what was reported in the literature on qualitative and quantitative approaches used to capture and improve patient experiences in a hospital setting. For inclusion, articles were required to describe an embedded strategy for capturing patient experiences that was used to inform quality improvement in a hospital setting. Articles also had

PX Goal Setting in Pediatric Care

Pediatric PX Leaders discussed how their organizations set measurable and achievable patient experience goals. During this conversation, members from The Beryl Institute whose roles or responsibilities encompass the pediatric setting joined the call and learned: What key metric or question are other organizations using? Are others using raw data and/or percentile ranking? What organizations are

How to Connect Consumers and Patients to Create the Ultimate Human Experience

Learn more about cutting-edge technology and human-centered approaches to effectively drive organizational experience and innovation at an accelerated pace.

Measurement, Scorecards and Data

This connection call discusses measurement tools, how the recent update to OAS CAHPS may have changed survey collection strategies and ways organizations are distributing their survey data.

PX Pulse: Consumer Perspectives on Patient Experience in the U.S. – March 2022

This report continues to track the impact of COVID-19, revealing consumer perspectives on such topics as comfort in returning to seek care, issues influencing their decision-making, visitation policies and experiences with healthcare incivility.

How SCL Health Invested in Well-being and Improved Care Provider Scores

Learn how SCL Health designed, implemented, and optimized Practicing Excellence’s Ambulatory Patient Experience (APX) Program to significantly improve Care Provider scores for 70% of their clinicians.

Utilizing Patient Advocate Data to Improve Patient Experience

Patient advocates often have their fingers on the pulse of the most important information about their healthcare organization’s patterns of “pain points” and other opportunities for change.

PX Pulse: Consumer Perspectives on Patient Experience in the U.S. – December 2021

The impact of COVID-19 continues to be explored along with such topics as health system perceptions and trust, comfort in seeking care and consumers’ ratings for quality of care and experience.

Modernize the Surveys and Democratize the Data

Explore the third aim in the Policy & Systemic Issues segment of The New Existence: Modernize the Surveys and Democratize the Data.

When the Patient is Always Right: Using Surveys for Service Recovery and PX Improvements

Learn why Lehigh Valley clinical, dietary, and environmental services teams all got on board with the patient survey project, what lessons the teams learned along the way, and how patient surveys fit into the organization’s priorities.

Comparing patient experience survey scores between telehealth and in-person ambulatory pediatric subspecialty visits

To determine the effect of encounter methods on patient experience, we evaluated patient experience survey data comparing scores between telehealth and in-person visits and pre-COVID-19 and COVID-19 time periods. Pediatric subspecialty visits were either in-person or via telehealth and received the same 16-question patient experience survey. Top box (5/5) scores were compared between in-person and

The effect of service excellence training: Examining providers’ patient experience scores

Previous research and applied work has shown that communication-based training has the potential to impact important outcomes for healthcare organizations. Our institution developed and deployed Service Excellence, a communications-focused training, in our large academic cancer-focused healthcare system. In this study, we investigated whether patient experience improved for those with care providers who completed Service Excellence,

Patient satisfaction while enrolled in clinical trials: A literature review

Patient satisfaction surveys may not adequately reflect organizations that conduct research in patients who enroll in clinical trials. The purpose of this systematic literature review was to summarize the current state of knowledge of patient satisfaction while enrolled in clinical trials utilizing a widely used, validated patient satisfaction instrument. A comprehensive literature search was conducted

Patients’ experiences and satisfaction with health care in the Salah Azaiez Institute of cancer in Tunisia in 2020

Measurement of patient-centered care is a key step to ensure quality of care improvement. The aims of this study were to evaluate the experience of hospitalized patients of Salah Azaiez Institute (SAI) of Cancer of Tunisia in 2020 and to analyze factors associated to the global satisfaction. It was a cross-sectional study. The used questionnaire

Using a multidisciplinary data approach to operationalize an experience framework

Like many healthcare organizations, Baylor Scott & White Health (BSWH) is awash with data. Often, this data is used in siloed departments to monitor safety and quality, make local business decisions, and motivate staff to improve processes to achieve sustained excellence and market share. As margins get thinner and competition from various disrupters increases, organizations

Policy & Systemic Issues: Hardwire Human Partnership & Dismantle the Structures and Systems that Lead to Disparities

Explore two aims in the Policy & Systemic Issues segment of The New Existence: Hardwire Human Partnership in the Healthcare Ecosystem and Research, Measure and Dismantle the Structures and Systems that Lead to Disparities. 

PX Pulse: Exploring Consumer Perspectives on Healthcare

The realities of health disparities and health equity are examined a year after these questions were first explored.

PX Pulse: Consumer Perspectives on Patient Experience in the U.S. – September 2021

Still challenged by the pandemic, we explore the impact COVID has had on consumer decision-making and perspective.

CAHPS Round Up 2021

Review the HCAHPS Value-Based Purchasing (VBP) program and trends over the past few years.

A Conversation with Dr. Julia Iyasere, Executive Director for the Dalio Center for Health Justice at New York-Presbyterian

As healthcare continues to focus on dismantling systemic racism, the move from ideas to action must be intentional and strategic.

Fitting in the world: The role structural stigma plays in the lives of persons with obesity

This paper explores how individual patients experience structural stigma using a phenomenological qualitative approach.

Breaking barriers to equity: A conversation with Dr. Julia Iyasere

I was honored to have the opportunity to talk to someone I’ve been fortunate to meet in the past few months and who has taught me incredible things about the topic of equity in healthcare and even more so the idea of health justice, Dr. Julia Iyasere, Executive Director of the NewYork-Presbyterian Dalio Center for

Sociodemographic characteristics and patient and family experience survey response biases

Enhancing Patient and Family Experience (PFE) is vital to the delivery of quality healthcare services. Sociodemographic differences affect health outcomes and experiences, but research is limited on biases in PFE survey methodology. We sought to assess survey participation rates across sociodemographic characteristics. This retrospective study analyzed a health system’s ambulatory PFE survey data, collected January

Measuring cancer care experiences of Aboriginal and Torres Strait Islander people in Australia: Trial of a new approach that privileges patient voices

This study examined a new method for measuring the care experiences of Aboriginal and Torres Strait Islander people with cancer: the Indigenous People’s Experiences of Cancer Care Survey (IPECCS). The study assessed IPECCS’s: 1) performance; 2) ability to elicit information useful for service improvements; and 3) implementation potential. Three participant groups were recruited from five

The Right PREMTM: Rasch analysis of a new patient reported experience measure for use by older people in hospital

Healthcare rights exist to protect older people from harm and to empower older people to participate in their care with independence, choice and control. Multiple investigations revealing abuse provide evidence that older people’s rights are being breached. Older people must have the opportunity to report on their experience of care against their rights. The Right

Health equity and quantifying the patient experience: A case study

The COVID-19 pandemic has invigorated efforts to address health inequities disproportionately burdened by racial/ethnic groups and individuals of low socioeconomic status. Measuring and monitoring patient experience is crucial to understanding why the gaps exist and identifying mechanisms necessary to close them. Electronic health records and digital health tools hold much promise in this regard and

Responding to the COVID Pandemic: Developing the “COVID-19 Safe” program to reduce the risk of transmission & increase patient and staff safety

Supporting healthcare organization in their efforts to cope with the pandemic.

Driving Better Real-World and Evidence-based Policy Outcomes Through Patient + Public Experience 

Join a leadership discussion around how federal agencies are using innovative technology to more effectively and urgently address current and systemic health challenges in the pandemic and beyond.

How Amplifying the Voice of the Patient Transforms the Patient Experience

Adopt consumer-focused technology into healthcare to amplify the voice of the patient. Get real-time data to the right people to deliver real-time action. Combine technology, culture, and competencies to move from experience measurement to experience management.

PX Pulse: Consumer Perspectives on Patient Experience in the U.S. – May 2021

This report reveals that consumer ratings for the quality of healthcare in America has dropped by ten-percentage points since Q4 2020, with less consumers who state that healthcare quality is “very good” or “good.”

An evidence-based tool (PE for PS) for healthcare managers to assess patient engagement for patient safety in healthcare organizations

In 1999, the Institute of Medicine had already warned that medical errors caused between 44,000 and 98,000 avoidable deaths per year in the United States. A similar situation was subsequently in 2000, documented in Canadian hospitals. According to a Canadian Patient Safety Institute report (2016), incidents in both acute and home care settings resulted in

Safety participation at the direct care level: Results of a patient questionnaire

Understanding how patients can be engaged in safety-related activities at the direct care level is of current relevance given global efforts to reduce harm in hospitals. As part of a multiphase study, including a descriptive, exploratory qualitative study (Duhn & Medves, 2018), patients were asked to respond to a brief questionnaire to quantify how they

The experiences of rural British Columbians accessing surgical and obstetrical care

The attrition of small volume surgical and maternity services in rural Canada over the past three decades has made access to these services especially challenging for rural citizens. While many of these closures have occurred as consequences of regionalization, a strategy to regionally centralize healthcare services, many studies investigating outcomes of regionalization have focused on costs

Testing of Patients First in a real-world setting, as a patient experience accreditation tool for hospitals and clinics

Many healthcare providers are developing patient experience strategies and investing in this area. Yet, patients have no means to know if a hospital is following proper patient experience standards. For this reason, it is important to certify that hospitals and clinics follow own a patient experience policy and apply patient experience standards. This is the

Exploring Diversity and Inclusion within Experience Feedback

Learn three ways organizations can use patient-experience data to create an institutional culture that serves everyone.

“Anyone can co-design?”

Tara Dimopoulos-Bick, Agency for Clinical Innovation, New South Wales, Australia, shares that one way to enhance the field, and give experience-based co-design the best chance of success, is to pay attention to the capability needs of everyone involved, and build preparedness in the ways of being, knowing and doing.

Measurement in the Ambulatory Care Environment

This connection call discusses measurement tools, how the recent update to OAS CAHPS may have changed survey collection strategies and ways organizations are distributing their survey data.

Measuring patient-centered care for specific populations: A necessity for improvement

Patient feedback: Listening and responding to patient voices

Is there a correlation between the patient-doctor relationship questionnaire and other patient-reported experience measures?

Development and reliability of a patient experience inventory tool for hospitals

A student’s lesson in healthcare disparities

Collecting child-patient feedback: A systematic review on the patient-reported outcome measures for hospitalized children

Addressing social disconnection among frequent users of community hospital emergency departments: A statewide implementation evaluation

Factors associated with patient rating of physician communication effectiveness and satisfaction in musculoskeletal care

Patients’ experience in Hong Kong hospitals: A comparison between south Asian and Chinese people

Perceptions of care & patient-provider communication by varying identity groups in a collegiate health clinic

Exploring the Future of Experience Measurement

Discover the findings of the Beryl Institute paper Exploring the Future of Experience Measurement, which shares the voices of patients and family members, experience leaders and measurement vendors as we look to what measurement can be.

PX Pulse: Consumer Perspectives on Patient Experience in the U.S. – October 2020

The Beryl Institute and Ipsos released its findings from the fourth PX Pulse which suggests that engagement is rebounding, with a 12-percentage point increase in the number of Americans reporting a visit to their primary care provider compared to June 2020.

Exploring the Future of Experience Measurement

This paper is grounded in accounts from measurement providers, healthcare leaders and patients, families and care partners who emphasize how they currently engage in measurement practices and how they can improve in the future.

An extensive review of patient satisfaction with healthcare services in Bangladesh

Beyond HCAHPS: Analysis of patients’ comments provides an expanded review of their hospital experiences

An important concern for health care professionals is that standardized patient surveys may not fully capture all the topics that are important to patients. As a result, health care professionals may not have a complete picture of what their patients experience. The purpose of this research is to utilize a state-of-the-art Natural Language Processing technique

Healthcare is Changing. Why Aren’t Your Patient Experience Scores?

Learn actionable insights gathered from leading brands in other industries that can be directly translated into healthcare, and dive deeper into the connection between employee experience and patient outcomes.

Insurance Type and Weight Loss Surgery Outcome – Does Insurance Type Predict Bariatric Surgery Follow-up and Outcome at 12 Months Postsurgery?

The objective of this paper is to identify potential differences in weight loss outcome and adherence to follow-up visit protocol between patients receiving employer-based commercial insurance, and those receiving Medicaid.

PX Pulse: Consumer Perspectives on PX in the U.S. – January 2020

The Beryl Institute and Ipsos unveil the inaugural PX Pulse, a first of its kind effort to elevate understanding of and track the current perspectives on patient experience in healthcare across the United States.

Effect of change in the CG CAHPS survey instrument recall period on patient experience scores on healthcare utilization

The Geographical Implications of Nursing Education Resources and Quality Outcomes

Utilizing spatial data of U.S. nursing homes, nursing schools, and CMS’s Nursing Home Compare data, this research report yields important information regarding the implication of the nursing shortage.

Emmi® Programs Help Hospitals Scale Up to Drive Quality Care Transitions

Scaling quality care transitions.

How to Win Over Data Doubters

Learn how to leverage training sessions, meeting cadences, and dashboards to support staff and leaders in understanding data and positively impacting patients’ experiences

Comfort, Dignity, Delight: An Economical Model of Therapeutic Arts and Holistic Services

Alice Kinsler, Manager, Therapeutic Arts and Holistic Service at Concord Hospital, explains how they are able to demonstrate that they can help reduce costs in symptom management, incidence of delirium, and burden on nurses with therapeutic arts and holistic services.

Developing the first pan-Canadian acute care patient experiences survey

Transforming care through bedside leader rounding: Use of handheld technology leads to improvement in perceived patient satisfaction

Comparing psychiatric care experiences shared online with validated questionnaires; do they include the same content?

The impact of response rate on Hospital Consumer Assessment of Healthcare Providers and System (HCAHPS) dimension scores

We Are Listening, We Are Learning: The Development of the Patient Experience Survey Administration

Trace the development and current work in PESA underscoring lessons learned, challenges encountered and plans for improvement.

Implementing the New CAHPS Protocol for Obtaining Patient Comments About Their Care

Explore methods and lessons learned to date from a pilot project designed to assess the implementation and use of the new CAHPS Patient Narrative Elicitation Protocol in several New York-Presbyterian ambulatory care practices.

Changing Our Culture, One Moment at a Time

Improving patient experience by redefining service standards.

What are the most important dimensions of quality for addiction and mental health services from the perspective of its users?

Interconnected: An Exploration of Improvement Efforts Connecting Patient Experience and Communication

Published in collaboration with the Academy of Communication in Healthcare, this paper explores the state of interpersonal communication practices in relationship to the patient experience outcomes in U.S. healthcare organizations

Engaged and Empowered Staff Fuel the Ambulatory Surgery Center Patient Experience

Working with a patient experience consultant, we learned how to see the patient’s journeys through their eyes.

Perfect ratings with negative comments: Learning from contradictory patient survey responses

Researching the Added Value of Behavior-Based Qualitative Experiential Data to a Survey Based Questionnaire in Establishing a Patient Experience Charter at the Walker Family Cancer Center

This paper explores how the commonalities of electronic patient experience measurement with first person narrative collection had a potentially high reliability of being a complementary process.

A Relentless Pursuit of Patient Experience Excellence

On the Road with Hamilton Health Sciences – October 2017 by Jason A. Wolf, PhD, CPXP My latest On the Road took me to Hamilton Health Sciences (HHS) in Hamilton, Ontario and a visit grounded in a rigorous and evidence-based approach to experience excellence. It is also the second month in a row that our

Evaluating the Effectiveness of Empathy Huddles on HCAHPS Scores

Saint Luke’s Hospital explores how empathy huddle interventions aimed at increasing staff empathy would enhance their capacity to understand the patient’s experience, to act proactively on behalf of the patient and to show compassion and patience during patient interactions.

The PXMA Tool: Assessing the Maturity of Your Patient Experience Program

Hear about Mayo Clinic’s Patient Experience Maturity Assessment tool (PXMA), a useful, simple tool for health care organizations to easily and objectively assess their service program and culture against Mayo Clinic’s Patient Experience program.

CAHPS Imperative to Transform Patients’ Experiences

Compliance with CAHPS is a low bar to set for organizational achievement. Our research indicates that cultures dedicated to excellence achieve higher CAHPS performance,

Embracing Transparency in Patient Experience Reporting

Learn about organization’s journey in implementing transparency in patient experience reporting.

‘First, do no harm’: shifting the paradigm towards a culture of health

Using Scripted Communications During Periods of Transformational Change to Increase Patient Satisfaction

Conducted by the Lehigh Valley Physician Group (LVPG), a part of Lehigh Valley Health Network (LVHN) the goal of this study was to determine if and how scripted communication can increase patient satisfaction in the medical practice setting during a major change event.

Why HCAHPS is Not Just an Inpatient Initiative

Jan Gnida, Director, Patient Experience & Government Surveys, Professional Research Consultants, discusses how HCAHPS may give healthcare organizations the framework for the patient experience conversation, but the reach goes beyond just those who have direct patient contact.

Voices of Measurement in Improving Patient Experience

The paper shares perspectives of seven healthcare survey organizations, most often viewed as competitors in the market, but in this instance brought together by the Institute to support a better understanding of measurement practices for the broader healthcare community.

Benchmarking the Patient Experience: Five Priorities for Improvement

This paper takes a deeper dive to share specific actions discovered that help shape a systemic solution to improving overall patient experience. 

The Revenue Cycle: An Essential Component in Improving Patient Experience

his paper explores the often overlooked importance of effectively managing the revenue cycle, not from solely a financial management perspective, but from the true role effective revenue cycle processes can play in ensuring an unparalleled experience for patients.

Please tick the appropriate box: Perspectives on patient reported experience

Impact of hospital diagnosis-specific quality measures on patients’ experience of hospital care: Evidence from 14 states, 2009-2011

Impact of hospital characteristics on patients’ experience of hospital care: Evidence from 14 states, 2009-2011

Instruments to measure the inpatient hospital experience: A literature review

Weighting patient satisfaction factors to inform health care providers of the patient experience in the age of social media consumer sentiment

Patient satisfaction reported by in-visit and after-visit surveys

Variations in the patients’ hospital care experience by states’ strategy for Medicaid expansion: 2009-2013

Pxi (Improve) Model: A Data Driven Model

Learn how this data driven consultation model helps providers, leaders and sites identify gaps in service delivery and develop improvement strategies.

Using the New Dining Practice Standards and Toolkit to Excel in Dining

Explore the 2011 Dining Practice Standards agreed upon by 12 clinical standard setting organizations and recognized by CMS.

Feasibility of using emergency department patient experience surveys as a proxy for equity of care

Evaluation and measurement of patient experience

Psychometric properties of the new Patients’ Expectations Questionnaire

Understanding the US Health Care System in 1 Hour

Review the complexities of the Unites States health care system through a broad base of facts, concepts and analysis.

What is Standard Deviation and Why Should I Care?

Understanding core concepts that are the foundation of statistics that will provide useful insight into analyzing data, prioritizing goals and recognizing progress in performance improvement efforts.

Measurement 101: Quantifying the Impact of Volunteers

Learn how to develop measurement tools, aggregate reports, how to get volunteers to track who gets the information and more.

Speak Up: Being a Strong Advocate for Your Hospital

Learn how legislation/public policy impact your hospital and the health care system and why advocacy engagement helps your hospital.

Volunteer Satisfaction Survey

Discover the steps necessary to conduct a volunteer satisfaction survey, interpret results for evaluation of volunteer surveys and benefit from the lessons learned (pitfalls & success) of surveying.

Your Story + Your Perception = Your Volunteer Patient Engagement Program

Hear stories and helpful discussions in this webinar about training volunteers about Patient Engagement and evaluating questions in the HCAHPS Survey that can be addressed and impacted by Volunteer Support.

Enhancing Patient Care in FQHCs: The Essential Role of a Communication Plan

By Nikki Garcia, CPXP, Patient Experience Officer  FQHCs are instrumental in providing essential healthcare services to underserved communities. Their mission to offer accessible and high-quality care drives their daily operations and influences their approach to addressing the specific needs of their patient populations. By employing effective communication strategies, FQHCs ensure they remain responsive to the