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The Beryl Institute | Patient Experience Monthly
ON THE ROAD 

Our latest On the Road took us to NSW and WA, Australia engaging in two significant events. The first was an invitation to engage in a consumer led effort in Perth, Western Australia (WA) and participate in their patient experience week activities and the second, a chance to engaged with the leaders of the health system in New South Wales (NSW) and participate in a leading global forum on patient experience excellence. These two events provided a significant cross section of the Australian system and while there is much more of the work in Australia taking place to explore, it highlighted the great commitment in this nation to quality, safety and service focused efforts to ensure the best in experience overall. 
CASE STUDY 

As Children’s Healthcare of Atlanta searched for ways to improve on service and provide a positive overall patient experience, they discovered that families were having difficulty navigating their healthcare facilities. They recognized that a smartphone-based, navigation platform for the healthcare system represented the next generation of mobile health and patient experience, putting location-based information at patients’ families’ and visitors’ fingertips.

CASE STUDY 

At HackensackUMC Palisades, patient comments reflecting their perspectives were scattered between internal data sources, surveys, social media and doctor review websites. Recognizing that they urgently needed to identify what areas needed improvement, what actions to take and how to prioritize action plans considering their patients’ perspective, Hackensack sought a solution that would meet their patients’ and staffs’ needs.

MEMBER SPOTLIGHT

Avnesh's role involves building lasting capability and improving the patient experience in Australia and the Asia-Pacific region. He does this by helping hospitals, government organisations and health insurers transform with the support of our consulting services, training programs and real-time patient survey technologies. 
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Patient Experience Thoughts from Members of the Institute
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Diane M. Rogers, BA, ACC, CPXP, Founder and President of Contagious Change, LLC, shares her experience preparing for the CPXP exam and the impact of personal connections and networking throughout her professional development journey.    
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Calculating and Understanding the Drivers of a Net Promoter Score in Health Care
Andrew S. Gallan, PhD, Assistant Professor at DePaul University in Chicago and Principal of Dignity in Action, Inc., discusses how healthcare organizations are beginning to see the value of Net Promoter Score (NPS), and are exploring how it is best calculated and used.
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The Dichotomy of Patient Experience Messaging
Justin Bright, M.D., Patient Experience Champion at Henry Ford Hospital in the Department of Emergency Medicine, shares thoughts on how patient experience professionals engage in some introspection about how we are messaging the importance of patient experience to our physicians.
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Special thanks to our Organizational Sponsors. These organizations have contributed to the future of the field by supporting the continued growth of The Beryl Institute as the global community of practice on improving the patient experience.
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The Beryl Institute | 1560 E Southlake Blvd, Ste 231 | Southlake, TX 76092
www.theberylinstitute.org

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