Reflections on The Experience Era in Healthcare · patient services On average, responsibility...

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Reflections on The Experience Era in

Healthcare:An Opportunity for Pharma

Jason A. Wolf, PhD, CPXPPresident, The Beryl Institute

@jasonawolf | @berylinstitute

jason.wolf@theberylinstitute.org www.theberylinstitute.org

The Beryl Institute

The global community of practice dedicated to improving the patient experience

through collaboration and shared knowledge. Our community comprises over 50,000

members and guests in almost 60 countries.

We are framing the field of patient experience through the development of community

resources, a formal body of knowledge and our extended offerings via:

Our international, multidisciplinary,

open-access, peer-reviewed journal

An independent, non-profit, committed to the

improvement of patient experience through

evidence-based research, continuing education

and professional certification

Framing Patient Experience

Patient Experience Defined

The Beryl Institute

To satisfy is to cause (someone)

to be happy or pleased.

Satisfaction is in the moment.

It is the idea of how positive

someone feels about an

encounter.

Satisfaction…

…Experience

Experience is something

we have done or lived

through and it is our

lasting story…

It is defined in all that is

perceived, understood

and remembered…

Core Concepts in Patient Experience

Patient & Family Engagement:

Patients, families, their representatives, and health professionals working in

active partnership at various levels across the health care system—direct

care, organizational design and governance, and policymaking—to improve

health and healthcare…a means, not an end.K.L. Carman, T.A. Workman, Engaging patients and consumers in research

evidence: Applying the conceptual model of patient and family engagement,

Patient Educ Couns (2016), http://dx.doi.org/10.1016/j.pec.2016.07.009

Patient- and Family-Centered Care:

An approach to the planning, delivery, and evaluation of health care that is

grounded in mutually beneficial partnerships among health care providers,

patients, and families.Institute for Patient- and Family-Centered Care

An Integrated View

Safety

CostOutcomes

Quality

Service

Amenities

Processes

Interactions

People

Patients

Family

Community

Personal Interactions

(People)

Operational Processes

(Process)

Superior Amenities

(Place)

Experience Influences Decisions

Influence of personal experiences and peer recommendations in selecting a provider

Clinical Outcomes

Financial Outcomes

Consumer Loyalty

Community Reputation

EXPERIENCE

Wolf, Jason A. PhD (2016) "Patient experience: Driving outcomes at the heart of healthcare,”

Patient Experience Journal: Vol. 3: Iss. 1, Article 1.

Available at: http://pxjournal.org/journal/vol3/iss1/1

The Experience Era:

A New Focus for Healthcare Leadership

Looking Back to Look Forward

Doing TO

Doing FOR

Doing WITH

Balik, 2011 (http://www.carp.ca/2011/06/24/hot-talks-the-history-of-the-patient-experience/)

The consumer is speaking:

Patient experience matters

0% 50% 100%

Minimally important

Not at all important

Somewhat important

Extremely important

Importance of PX

0% 50% 100%

Not at all significant

Minimally significant

Somewhat significant

Extremely significant

Significance in Decisions

The Call

N of ONE

Reflecting on Era 3

Era 3 for Medicine and Health Care, Berwick DM. JAMA. 2016; 315(13):1329-1330. Published online April 5, 2016

Reduce Mandatory

Measurement

Give Up Professional

Prerogative Protect Civility

Stop Complex

Individual Incentives

Use Improvement

Science

Hear the Voices of

People Served

Shift Strategy from

Revenue to Quality

Ensure Complete

TransparencyReject Greed

The Moral Era The EXPERIENCE Erawww.theberylinstitute.org

The Opportunity for Pharma:

Commitment

The Patient Is IN Pharma’s Growing Opportunity in Patient Services

Accenture Health Science Services 2016

The degree to which respondents agreed with the statement:

“Pharmaceutical companies are working collaboratively with patients and patient

leaders to improve patient engagement.”

Partnership

WEGO Health Patient Engagement Study

Pharma Edition - July 2015

N = 116, 85% Patient or Caregiver

54.3% disagree 36.2% agree

19.0%19.8% 19.8%

Strongly

disagree

Mostly

disagree

Somewhat

disagree

Neither

agree nor

disagree

Somewhat

agreeMostly

Stronglyagree

73% say no SINGLE function

has primary responsibility for

patient services

On average, responsibility spread

over 2.5 functions, even when the

company has separate patient

service or experience function.

The EXPERIENCE Era

Acknowledge Experience is a

GLOBAL Movement

SHARE Wildly & Steal Willingly

Focus on VALUE from the

Perspective of the Consumer

Remember in Experience

ALL Voices Matter

Recognize Experience Encompasses

ALL We DoMeasure & Incent What MATTERS

Reignite Commitment to PURPOSE

Ensure TRANSPARENCY for

Accessibility & Understanding

Wolf, Jason A. PhD (2016) "The experience era is upon us," Patient Experience Journal: Vol. 3: Iss. 2.

Available at: http://pxjournal.org/journal/vol3/iss2/1

Reflections on The Experience Era in

Healthcare:An Opportunity for Pharma

Jason A. Wolf, PhD, CPXPPresident, The Beryl Institute

@jasonawolf | @berylinstitute

jason.wolf@theberylinstitute.org www.theberylinstitute.org

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