The Beryl Institute

DECEMBER 12, 2016

After six years as a membership community focused on improving patient experience, we continue to be amazed and inspired by the generosity of our members and guests committed to this movement. The spirit of this work is illustrated perfectly by the willingness to share, learn and grow together. Just last week we released a great example of this in action through the white paper, Guiding Principles for Patient Experience Excellence.

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Susan E. Mazer, Ph.D

DECEMBER 2, 2016

I am confused. How can patients have good experiences if they do not feel safe? And, how is patient safety evidenced beyond the accidents that do not happen? Safety precautions are ever present in our daily lives. The wet floor caution sign in a public restroom; flashing lights on the road; the warnings at the end of drug commercials. More critically for patients in the hospital, however, are the warnings and alerts for medication ordering using electronic medical records (EMRs).

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Beterra

SEPTEMBER 6, 2016

Yes, you can get them there. Here are five effective tips that will help. 1. Find the Right Time. Strategic opportunity is the first step to the inclusion of physicians in any quality matter. From notification to schedule, timing is everything. One physician recalled receiving an invitation to an all-day quality and analytics event that was sent via email. one week prior to the actual event.

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Health Dialog

DECEMBER 13, 2016

It's no secret poor self-management of chronic disease makes up the majority of avoidable healthcare spending. The good news is health coaches can drive positive behavior change and better self-management through personalized guidance and support. Health coaches deliver vital support and education to patients with chronic conditions (such as cardiovascular disease, diabetes, obesity, COPD, and hypertension), acute care support, and shared decision making (SDM) guidance, and medication adherence

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The Beryl Institute

NOVEMBER 3, 2016

“ Never doubt that a small group of thoughtful, committed citizens can change the world. Indeed, it is the only thing that ever has. ”. These words by Margaret Meade may both best exemplify the efforts of our growing patient experience movement and in some ways now mischaracterize what is truly happening. What has evolved in the last decade, grounded in a rich history of patient’s rights and patient advocacy and catalyzed by the perfect storm of policy, technology, access to information and shif

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Patient Experience Accountability Healthcare 52

Susan E. Mazer, Ph.D

OCTOBER 28, 2016

Note: This is a popular post from 2014 that is still relevant to the critical issue of patient safety. Florence Nightingale was not only the Mother of Modern Nursing; she also was the Mother of Healthcare Design and Patient Safety. She demanded ongoing documentation of patient progress and invented the nurse call system. She actually saw all of this as nursing — taking responsibility for the sick and preventing unnecessary suffering and death.

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Patient Safety Nursing Hospitals Patient Experience 52

The Beryl Institute

SEPTEMBER 6, 2016

As a patient experience community our members and guests are consistently seeking ways to engage and support the patients and families they serve, and the use of technology including personal health tracking apps, wearable devices and gaming through mobile devices can play an important role in contributing to a positive hospital experience by providing an opportunity to promote not only exercise but also social interaction.

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Patient Experience Hospitals Healthcare 52

Beterra

SEPTEMBER 1, 2016

In September 2016, we officially “launched” Beterra and it felt strange at first since we’d actually been at this for five years, working with over 200 hospitals to help measure and improve quality and patient safety as a part of the Synensys team. Our tools were and still are, being used in seven countries to help leaders and frontline caregivers improve patient safety.

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Patient Safety Hospitals Healthcare 52

The Beryl Institute

JULY 29, 2016

Just over a week ago the world lost a powerful advocate for our humanity. While Dr. Kate Granger, a physician turned patient advocate due to her own healthcare experiences may have left us physically, she will be forever present through a powerful legacy that rests at the heart of the patient experience movement. I never had the honor to personally know Kate, but in what she accomplished with the golden minutes of life she maintained, I felt I have met her fully.

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Susan E. Mazer, Ph.D

JULY 15, 2016

Through the history of science, beliefs have been disproven by empirical evidence and still, whole societies have refused to be influenced by new information. In fact, science was once considered heresy by the Church and unexplainable events were considered satanic. The battle between science and faith is ongoing. We are now in the 21st Century. Yet, we too have our old ideas and beliefs that are resistant to new information.

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The Beryl Institute

JULY 5, 2016

In my most recent Patient Experience Blog I suggested we are now entering the Experience Era, offering eight considerations we should act on to not only usher in its arrival, but also support its place at the heart of our healthcare conversation. At the same time, we are seeing in all corners of healthcare and all touchpoints across the care continuum that the conversation on healthcare is dramatically shifting.

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Susan E. Mazer, Ph.D

JUNE 17, 2016

For the very first time ever, I was called for jury duty last week in the 2nd District Court in Washoe County, Nevada. I tried to think of some great excuse to get out of it, but, alas, none was to be had. So, I showed up on Monday, one among 45 other potential jurors. As luck would have it, I was chosen for the panel. For four hours, we were asked questions that revealed that this was a medical negligence case, and something about sepsis, and something else about patient safety protocols and he

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The Beryl Institute

JUNE 9, 2016

This week we opened the call for submissions for Patient Experience Conference 2017. It will mark the seventh official year for this event, the annual gathering bringing together the collective voices of healthcare professionals and patients/families across the globe to convene, engage in and expand the dialogue on improving patient experience. Each year we’ve seen significant increases is conference participation, with almost 1,000 people gathering in Dallas this past April to share, learn and

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The Beryl Institute

MAY 5, 2016

Just three weeks ago as we gathered at Patient Experience Conference 2016 I challenged our participants and the public watching us live that this is our moment in patient experience. If we look to make the kind of change we believe is needed in our new healthcare world, we must work to ensure the conversation on patient experience now rests at the heart of healthcare itself.

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Hospitals

The Beryl Institute

APRIL 5, 2016

I was recently invited to participate in a panel discussion on the topic of talent and the patient experience at an event for healthcare human resource professionals. The event says so much about how far we have come in our understanding of what it takes to support patient experience excellence and this emerging field. Preparing for this event gave me the opportunity to step back and reflect on the field of patient experience.

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Patient Experience Integration Healthcare 52

The Beryl Institute

MARCH 2, 2016

We have an incredibly passionate community at The Beryl Institute. I know for many that passion has been fueled by personal experiences that drove them to be part of this work. Others have been inspired to join the patient experience movement to spread what they believe is the right thing to do for those we serve. And sometimes while doing this work they have encountered their own life experiences, whether small bumps in the road or larger life-changing events, that reinforced the importance of

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Patient Experience Doctors Hospitals Healthcare 52

The Beryl Institute

FEBRUARY 2, 2016

I must start my comments with a disclaimer that this blog is not about noise reduction, though I still have yet to find an organization that has conquered this great challenge in healthcare today. In fact our own research at The Beryl Institute continues to show noise reduction to be a leading area of focus, public survey results continue to highlight it as a challenge and a simple walk around most healthcare facilities reinforces the opportunity this issue represents.

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The Beryl Institute

JANUARY 7, 2016

As we have watched the patient experience movement grow in the last five years of our journey at The Beryl Institute, we have seen increasing levels of commitment to this effort and a refocusing on what matters versus simply what is measured. Many began their involvement in patient experience efforts purely due to motivation by policy, measurement and then eventually financial implications for outcomes.

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Speaker: Paul Weald, Contact Center Innovator

Learn how to streamline productivity and efficiency across your organization with machine learning and artificial intelligence! No matter what industry you're in - healthcare, customer service, sales, and more - it’s easier than you think to reduce wait times, monitor sentiment, and provide enhanced self-service options for all of your users. This means that you can achieve a more consistent and engaging customer experience while reducing sources of friction.

Healthcare

Health Dialog

NOVEMBER 22, 2016

It is estimated 246,660 American women will have received a new diagnosis of breast cancer this year. Early detection and treatment has proven to increase survival rate. In fact, women who are diagnosed and treated early (when the cancer is localized) have an average five-year relative survival rate of 99%. Meaning they are 99% likely as women in the general population to survive five years beyond their diagnosis date.

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Health Dialog

OCTOBER 12, 2016

Benefits for Patients, Coaches, and Clients. Let’s face it. Making lifestyle changes isn’t easy. Especially when we’re feeling good and things seem fine, just the way they are. As comfortable as we often are with the status quo, we’ve all experienced that little voice in our head nagging us about shedding those few extra pounds, becoming more active, getting more sleep, or drinking more water.

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Accountability Prevention Healthcare 40

Health Dialog

SEPTEMBER 15, 2016

Transparency in healthcare has been an increasingly hot topic over the last several years. The ever growing computer savvy population of healthcare consumers means todays patients are more involved with their health than ever. The concept of shared decision making (SDM) has made great strides in becoming mainstream since it was conceptualized in the early 2000’s.

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Health Dialog

SEPTEMBER 7, 2016

The shift from fee-for-service to fee-for-value is undoubtedly daunting for providers. The value-based care model has thrown a wrench into how hospital systems get reimbursed for healthcare services and providers are now tasked with delivering a higher quality of care at a lower cost. Quality measures are set high and many providers and health systems are struggling to meet the necessary scores.

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Speaker: Dr. Ugo Uwaoma, MD, MBA

Due to the impact of COVID-19, integrating telehealth software into practices and organizations has become the new normal. In turn, this has increased the effectiveness of collaborative healthcare by strengthening communication amongst healthcare workers and helping combat the woes of burnout. Communication between patients and healthcare providers has also improved, allowing patients to reach their providers easily and decreasing turnaround time.

Healthcare

Health Dialog

JULY 5, 2016

The primary goal of any population health management program is to improve health outcomes. These improvements in health outcomes should be measurable and analytics are front and center in the process to achieve this measurability. Prior to jumping into best practices in applying analytics, let’s first look at a brief overview of what needs to be measured.

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Population Health Quality Assurance Healthcare Analytics Hospitals 40

Health Dialog

JUNE 22, 2016

Getting people to commit and stay committed to health and wellness activities can be difficult. Engagement is significantly affected by how much time individuals think they will need to devote to participating and how personally relevant and beneficial the experience will be. The use of integrated digital health tools and programming for population health management allows for more personalization, convenience, and most importantly improved health outcomes through timely condition education and

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Health Dialog

JUNE 16, 2016

The U.S. Food and Drug Administration aims to reduce the use of tobacco, which remains the leading cause of preventable chronic conditions and death in the United States. The latest FDA rule , which will take effect August 8 th this year, extends regulations to include all tobacco products, including e-cigarettes (also called electronic cigarettes or electronic nicotine delivery systems (ENDS)), dissolvables, hookah tobacco, cigars, pipe tobacco, and any novel or future tobacco products.

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Health Dialog

MAY 26, 2016

In a previous blog post, we emphasized the three pronged analytic strategy that risk-bearing organizations should employ when implementing chronic care management and other population health programs. In this post, I will review the final component of the strategy we have outlined: Quality Assurance – the best practice. Teams in charge of implementing a population health intervention may be logically divided into two responsibility sets – one group responsible for implementing the program an

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Population Health Quality Assurance Healthcare Analytics Healthcare 40

Speaker: Matt McBride, CEO and Co-Founder of Mend

Patient engagement happens before, during, and after interactions. Consumer research has found that in 2021, 64% of US households reported using Telehealth services. In addition 34% of patients would prefer Telehealth visits to in-office visits. Accessible patient engagement technology can help you improve your relationships with your patients while also improving your KPIs.

Health Dialog

MAY 18, 2016

In today’s world, everyone is constantly on the go. Rushing from one place to another—picking up the kids from school and then returning home to burn the midnight oil finishing up that big project. Given this constant state of chaos, it’s no wonder that it’s nearly impossible to capture people’s attention for more than a few minutes, even when it comes to something as important as their health.

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Health Dialog

MAY 15, 2016

Some organizations see nurse line services as a simple routine requirement and offer a basic helpline. However, a well-thought-out nurse line can be a powerful resource and bring greater success to population health management efforts. I recently sat down with Ryan Croteau, Director of Client Services at Health Dialog, to gain insight into what nurse line features and capabilities can bring the most value and help augment existing population health management programs.

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Health Dialog

APRIL 27, 2016

Health engagement programs can help improve the health of a population, but these efforts typically require a detailed understanding of every individual’s health status. For some segments of your population, an analysis of available claims data can be used to better understand the types of interventions that will have the greatest impact on clinical and financial outcomes.

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Health Dialog

APRIL 19, 2016

As the healthcare industry shifts toward patient-centered care and a fee-for-value model, shared decision making (SDM) is key in facilitating that shift. The SDM model helps patients understand their options as well as the benefits and risks of each option, so they can have informed and effective conversations with their providers. Shared decision making is a current topic of discussion at both at the state and federal level.

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