Role of Nurse Executives in Patient Experience

This white paper by The Beryl Institute explores the role of nurse executive leadership and the impact and influence nurse leaders can have to uncover the fundamental practices and actions which drive experience success. Published in collaboration with The Beryl Institute’s Nurse Executive Council, The Role of Nurse Executives in Patient Experience, provides three macro themes which positively impact patient experience success: elevating humanity, acting holistically by listening and engaging all individuals and acknowledging all voices. This PX paper shares nurse leaders’ thoughts, reflections and learned lessons from the experience journey including the importance of: Helping all individuals recognize the impact they have on the patient experience Creating an experience culture within senior leadership Committing to leadership rounding as an essential practice for sustaining culture Listening and building processes that support feedback Connecting focus with a sense of purpose on the experience journey A special thank you to the voices reflected in this PX paper, the nine contributors from The Beryl Institute’s Nurse Executive Council: Debra Albert, MSN, MBA, RN, NEA-BC, SVP, Patient Care Services, CNO, University of Chicago Medicine Dale Beatty, DNP, RN, NEA-BC, CNO/VP Patient Care Services, Stanford Health Jane Englebright, PhD, RN, CENP, FAAN, Senior Vice President & Chief Nurse Executive, HCA Healthcare Karen Grimley, PhD, MBA, RN, NEA-BC, FACHE, Chief Nursing Executive, UCLA Health and Assistant Dean School of Nursing, UCLA Barbara Jacobs, MSN, NEA-BC, VP Nursing/CNO, Anne Arundel Medical Center Jerry Mansfield, Ph.D., RN, NEA-BC, Executive Chief Nursing Officer and Chief Patient Experience Officer, Medical University of South Carolina Health Nancy Shendell-Falik, RN, MA, President, Baystate Medical Center, SVP Hospital Operations, Baystate Health Charleen Tachibana, DNP, RN, FAAN, Senior Vice President, Quality & Safety, CNO, Virginia Mason Health System Laura Wood, DNP, MS, RN, NEA-BC, SVP, Patient Care Operations & CNO, Boston Children’s Hospital “These leaders recognize the vital role they play and acknowledge what a nurse executive can and must do to ensure a commitment to experience in their organizations,” said Jason A. Wolf, PhD, CPXP, President of The Beryl Institute. “At the same time, they exemplify the humility and grace to acknowledge that perhaps their greatest gift is that of catalyst for all in the organization who can and must be focused on experience success.”