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The Beryl Institute

Health Care

Patient Experience Is Top Priority

The Beryl Institute offers insight to help hospitals drive operational changes

Published: Thursday, May 26, 2011 - 08:21

The Beryl Institute released a report highlighting results from its recent patient-experience benchmarking study, conducted in collaboration with Catalyst Healthcare Research, an independent marketing research firm. The report, which offers analysis and perspective on the study, can be downloaded on The Beryl Institute’s website.

According to the research, patient experience will be one of the top priorities facing hospital executives during the next three years. Patient experience and patient satisfaction was ranked No. 2 (21%) behind quality and patient safety (31%).

“The findings are encouraging,” says Jason Wolf, executive director of The Beryl Institute. “They show that patient experience in health care is an executive priority with significant consequences and an increasing focus. Through the research and analysis available in this report, The Beryl Institute offers insight to help hospitals drive operational changes to place the patient at the center of health care and to continue to strive toward better outcomes for everyone.”

The study of more than 790 hospital executives examined the state of the patient experience in U.S. hospitals and identified the top drivers of success to implementing change. These include:

• Strong, visible support from the top
• Clinical managers who visibly support patient experience efforts
• Formalized process review and improvements
• Ongoing internal communications push
• Effective new employee orientation


Topping the list of roadblocks to implementing change was general cultural resistance to doing things differently, followed closely by leaders being pulled in too many directions, and other organizational priorities reducing emphasis on patient experience.

“By helping us understand the strengths and obstacles faced by hospitals, the survey responses tell a story that can help guide health care organizations to be more successful in their patient experience efforts,” says Wolf.

To download the report, visit www.theberylinstitute.org/?page=PEBENCHMARKING.


About The Author

The Beryl Institute’s picture

The Beryl Institute

The Beryl Institute serves as the professional home for health care professionals who recognize that the patient experience is an essential element in the execution and evaluation of health care performance. The Institute is committed to improving the patient experience by serving as a reliable resource for shared information and proven practices, a dynamic incubator of leading research and new ideas and an interactive connector of effective leaders and dedicated practitioners. The Institute is uniquely positioned to develop and publicize cutting-edge concepts focused on improving the patient experience.