Defining the Patient Experience

1. Defining the Patient Experience At The Beryl Institute we worked with an extensive group of healthcare leaders to craft a working definition of patient experience. Since that time we have encouraged its adoption or adaptation and have seen many healthcare organizations use the definition as a foundation for their patient experience programs. This effort was reinforced by our 2011 Benchmarking Study on The State of Patient Experience in American Hospitals in which it was shown only 27% of hospitals across the US have defined patient experience. You can find more information on the benchmarking study here: http://www.theberylinstitute.org/?page=PEBENCHMARKING Ensuring clarity in definition is the critical first step in any successful patient experience effort. Its use is central in creating shared understanding and alignment on this important issue. We encourage you to incorporate the following slide in your presentations and welcome you to use the definition graphic on your websites or in other patient experience information (with the appropriate citation of course). You can also access a short video featuring healthcare leaders discussing the key elements included in defining patient experience or access the definition graphic on our website at this link: http://www.theberylinstitute.org/?page=DefiningPatientExp Thank you for your interest in The Beryl Institute. www.theberylinstitute.org

2. Defining Patient Experience