Reality Check: The Beryl Institute Revisits the State of the Patient Experience
The Beryl Institute has published a major study of work being done in U.S. hospitals to improve the patient experience. Beryl performed a similar study in 2011, and compares the results from the earlier study to this year’s survey in The State of Patient Experience in American Hospitals 2013: Positive Trends and Opportunities for the Future.
Participation in the 2013 study was expanded to include hospitals outside the United States; the international results will be published separately, at a later time. The study surveyed more than 1,000 hospital executives, including the C-suite and leaders responsible for quality improvement, patient experience (CXOs), marketing, and human resources, representing 672 hospitals or healthcare systems.
Some of the study’s findings are portrayed in the infographic below. Overall, the results indicate that efforts to improve patient experience are maturing from an initial phase of recognizing that patient experience is important, beginning to understand what patient experience means, and dedicating resources (especially staffing) to the improvement effort to an action phase. It is not a surprise that implementing programs and sustaining the efforts to improve the patient experience is more challenging that just thinking about it. While optimistic about overall trends, Institute President Jason Wolf observes that some of the survey responses and trends in data from 2001 to 201
represent the hard reality that addressing patient experience is not an easy or soft process. It requires rigor and intentional action. The shift in scores represents a sense of reality that this issue is more challenging than some thought. The realignment of response here is not one of concern, but actually representative of a greater sense of awareness of the issue and the actions needed to address it. This resetting of understanding creates a stronger foundation for future action.
Wolf has written a number of reports for The Beryl Institute, including Patients and Families: Key Partners in Improving Patient Experience, which was previewed in PSQH earlier this year. Other reports are available at the Institute’s website.
The Beryl Institute is a community of practice dedicated to improving the patient experience in healthcare. The Institute was founded by Paul Spiegelman in 2006 as an extension of BerylHealth and became an independent membership organization in 2010.
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