Roadmap For Action
Get started on your journey towards Transform HX
Transform HX
Roadmap for Action to Transform the Human Experience
Transform HX offers eleven key aims and associated actions focused on leading to a new future for healthcare. Organizations will use the framework to identify key actions in elevating experience strategy and ultimately transforming the human experience in healthcare. Thank you to the members of the steering team for their contributions to this effort.
Supporting Resources
Care Teams
Redefine and advance the integrated nature of and critical role patients and their circle of support play on care teams.
- Identify care team members, including the patient’s family, healthcare providers and the patient’s circle of support.
- Orient care team members, including the patient, to their roles, responsibilities and benefits of being an active part of the care team.
- Include a formal care partner as part of the patient’s care team, and consider peer mentors and cultural brokers and partners.
- Ensure patients and families co-develop the care plan and are an active part of care team interactions and decision-making discussions.
- Identify and act on what matters most to patients, families and the patient’s circle of support.
- Identify and eliminate barriers to effective care team partnership.
- Encourage patients and families to serve in roles beyond their own care journey.
- Celebrate and recognize all those providing and receiving care, and restore joy in work.
- Monitor and manage trauma, burnout and resilience within all care team members.
- Acknowledge and reduce the stigma associated with mental and behavioral health for all care team members.
Governance & Leadership
Reimagine, redefine and reshape the essential role of leadership in driving systematic change.
- Commit to an integrated strategy for improving patient experience.
- Create a culture of trust.
- Facilitate communication among healthcare, research and advocacy organizations.
- Formalize outreach programs with patients, families, healthcare professionals and communities.
- Actively seek to understand the concerns and needs of patients, families, healthcare professionals and communities.
- Engage all stakeholders in the co-production, design, implementation and evaluation of new and existing initiatives.
- Engage networks of diverse community leaders as partners to transform the health of the community.
- Address the moral and social determinants of health.
- Take direct action to ensure equity in healthcare.
Models of Care & Operations
Co-design systems, processes and behaviors to deliver the best human experience.
- Create collaborative systems that integrate principles of quality, safety, engagement and well-being.
- Use human-centered co-design to ensure consistent and equitable systems that are personalized and inspire confidence.
- Co-design workflows that promote partnership among patients, families, healthcare professionals and communities.
- Solicit and act on feedback at each touchpoint regarding outcomes that matter.
- Develop and apply standardized measures and tools for continuous improvement.
Policy & Systemic Issues
Advocate for equitable institutional, governmental and payor policies, incentives and funding to drive positive change.
- Elevate the expertise of patients and the patient’s circle of support.
- Engage patients, families, healthcare professionals and communities in advocacy.
- Remove barriers to accessing care.
- Identify where inequity and bias exist within current policies and processes.
- Examine the data to understand the disparities that influence experience and outcomes.
- Dismantle policies and practices that deliver inequitable outcomes.
- Deploy practices that ensure equitable health outcomes.
- Diversify the ways in which we capture, hear and listen to patient and family voices across care settings.
- Democratize patient experience survey data to be more transparent, accessible and actionable.
- Modernize patient experience surveys to capture current and relevant information on patient needs and priorities.