PURPOSEFUL LEADERSHIP AND A STRONG CULTURE ARE SEEN AS CRITICAL IN ACHIEVING

GREAT PATIENT EXPERIENCE

STATE OF PATIENT EXPERIENCE 2015:A Global Perspective on the

Patient Experience Movement

PATIENT EXPERIENCE REMAINS A TOP PRIORITY FOR ORGANIZATIONS ACROSS ALL SEGMENTS

Non-US HospitalsLong-Term CareUS Hospitals Practices

47% 45%53%

38%

DOES YOUR ORGANIZATION HAVE A FORMAL DEFINITION OF “PATIENT EXPERIENCE?”

83% 82% 84%78%

DOES YOUR ORGANIZATION HAVE A FORMAL STRUCTURE FOR ADDRESSING “PATIENT

EXPERIENCE?”

58%52%

60%69%

DOES YOUR ORGANIZATION’S “PATIENT EXPERIENCE”

EFFORT HAVE A FORMAL MANDATE/MISSION?

SENIOR PATIENT EXPERIENCE LEADERSHIP AND STAFF INVESTMENT IS GROWING

20132011

ENGAGEMENT OF PATIENT AND FAMILY VOICEIS ON THE RISE

2013 US Hospitals 2015 US Hospitals

SOURCE:A Report onThe Beryl Institute Benchmarking Study, State of Patient Experience 2015: A Global Perspective on the Patient Experience Movement, Jason A. Wolf, Ph.D., President

Improving the Patient Experience

www.theberylinstitute.org

LEADING FORWARD: A CALL TO ACTIONWhat is your organization’s commitment to providing the best in experience?

43%Practices

74%Long-Term Care

56%Non-US Hospitals

52%US Hospitals

40%Practices

47%Long-Term Care

74%Non-US Hospitals

61%US Hospitals

PX or Patient Satisfaction

Quality/Patient Safety

39%Practices

29%Long-Term Care

51%Non-US Hospitals

37%US Hospitals

Cost Management/

Reduction

...YET ORGANIZATIONAL DEFINITION STILL LAGSThe Beryl Institute defines the Patient Experience as the sum of all interactions, shaped by an organization’s culture, that influence patient perceptions across the continuum of care.

STRUCTURES FOR ADDRESSING PATIENT EXPERIENCE ARE WIDELY PRESENT...

Mission

Vision

Values

2015

22%13% 42%CXO/PX Leader

CXO/PX LeaderCXO/PX Leader

PATIENT/FAMILYFOCUS GROUPS OR INTERVIEWS

PATIENT/FAMILYADVISORY COMMITTEE

BEDSIDE SURVEYS/FEEDBACK DURING

ROUNDING

32% 55%

42% 49%

37%29%

The largest research of its kind on patient experience:

1,561 RESPONDENTS FROM 21 COUNTRIES

FROM PHYSICIAN PRACTICE TO HOSPITALS TO LONG-TERM CARE

TOP PRIORITIES IN ADDRESSINGTHE PATIENT EXPERIENCE

QUALITY/CLINICAL OUTCOMES SEEN AS MOST IMPACTED BY POSITIVE PATIENT EXPERIENCE

THE CONSUMER IS SPEAKING:PATIENT EXPERIENCE MATTERS

HCAHPSPhysicianCommunication

PatientEngagementPatientSatisfaction

Medications

Employee Engagement PFA/CCulture ServiceExcellenceDischarge

AccountabilityAccessTrainingBestPracticesFacilities CareCoordination

StaffingRecognition

PhysicianEngagementEDPopulation

SafetyResponsivenessProcessImprovements

Transparancy

Cleanliness

HandoffOutcomes QualityCommunicationLeadershipNurseCommunication

CompassionPatientVoice

MetricsBehavior Noise

Environment RoundingPainManagement

ACROSS ALL HEALTHCARE SETTINGS

HIGHLY ENGAGED STAFF/EMPLOYEES

PURPOSEFUL ANDVISIONARY LEADERSHIP

3.3 AVERAGE RANK

A HEALTHY,POSITIVE & STRONG

ORGANIZATION CULTURE3.8 AVERAGE RANK

4.0 AVERAGE RANK

A SHAREDMISSION/PURPOSE

4.1 AVERAGE RANK

69%Practices

64%Long-Term Care

82%Non-US Hospitals

71%US Hospitals

SomewhatImportant

12%

Not at AllImportant 1%

87%ExtremelyImportant

MinimallyImportant 0%

*Based on rank of factors to achieving a positive Patient/Resident Experience from most to least important where 1 is the most important and 9 is the least important.

SomewhatSigni�cant

28%

Not at AllSigni�cant 4%

67%ExtremelySigni�cant

MinimallySigni�cant 1%

IMPORTANCE OF PATIENT EXPERIENCE

SIGNIFICANCEIN DECISIONS