One Size Doesn’t Fit All: A Custom Approach to Enhancing Patient Experience

May 23, 2017

// By Lisa D. Ellis //

At a children’s hospital in Massachusetts, families of patients trying to park their cars in the very crowded multilevel garage will find a valet waiting at the top level to take the vehicle for them if the lot is full. This helps to relieve parents’ stress and makes a difficult day a little easier.

This is just one example of how an organization can make a small change that will have a big impact on the patient experience.

Strengthening the Experience Journey

Stacy Palmer, CPXP, senior vice president of The Beryl Institute

Stacy Palmer, CPXP, senior vice president of The Beryl Institute

Other organizations can learn from this—and the many other examples that exist—on how to strengthen the “experience journey” for patients and their families, which in turn then improves the experiences of the staff who work with them.

In fact, in recent years, the health care field has been increasingly focused on improving the experience journey, since such experience is increasingly tied to ratings, reimbursement rates, and reputation. Yet some health systems are not yet strategically taking advantage of the opportunities that exist for improvement in this area, according to Stacy Palmer, CPXP, senior vice president of The Beryl Institute.

Helping Organizations Connect with Patients

Based near Dallas, Texas, The Beryl Institute helps health organizations navigate the maze of the patient experience and determine how the concept really applies to the work they are doing daily. To this end, the institute serves as a hub, linking groups together to share lessons learned and experiences that can enhance one another’s efforts.


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