I was fortunate enough to attend the Beryl Institute Conference on Patient Experience in Dallas TX a few days ago. The Beryl Institute is one of the leading institutions worldwide on patient experience and it seemed like over 1000 delegates were involved in the community gatherings as well as special interest communities on Patient Advocacy, Pediatrics, and Physicians.
Healthcare leaders discussed elements of supportive design, University of California in San Francisco and American Academy on Communication in Healthcare and Language of Caring conducted activities on relationship building with patients and strategy maps on effective improvement planning. Communications skills were regarded as advanced physician skills required for the current healthcare climate.
I witnessed an outstanding keynote from Cynthia Mercer discussing the importance of culture in an organization and how staff want a purpose to work on, not a place to work in. Another keynote from TV show host and healthcare advocate Montel Williams captivated the audience with his inspiring message of overcoming the odds through his personal experiences within the US health system.
He emphasised some of the major healthcare challenges coming in the next few years with predicted acute staff shortages and rising demands from patients with chronic disease. Consumers and patients will still expect a good experience, despite these issues and they will be vocal about it.
I had the opportunity to produce a few more episodes of our Patient Experience Channel. I am experimenting with shorter videos that contain quick tips for insights and implementation. Let me know what you think of these as I interviewed Colleen Sweeney, patient experience rockstar from the US who is the Founder of the Empathy Project and researched patients’ fears in the health system.
Watch this video to find out patient’s no. 1 fear as they enter the health system (hospital)
On the local front, if you are based in New South Wales, we are sponsoring the Patient Experience Symposium organised by NSW Health at the Australian Technology Park Everleigh on May 5 and 6, 2016. Please come and visit our booth as we are proud to support the patient experience movement in NSW hospitals.
Finally, we acknowledge another happy customer! Sarah from NIB New Zealand had nice things to say about our work to help improve their customer experience.
“Dr Avi and team were very helpful in performing analysis which enabled us to isolate our top customer frustrations. The analysis was delivered in a timely manner, and their knowledge and enthusiasm for the topic was appreciated. The information provided by Dr Avi and team has been a great help to nib in focusing our efforts on improving customer experience.”
If you are having a challenge in your organisation you’d like to discuss , do feel free to reach out to me at firstname.lastname@example.org. Happy to chat!