Patient Experience Journal (PXJ, The Beryl Institute)
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A Role Discovered: Exploring Northwell Health\u27s Patient Experience Structure and Leadership Characteristics
Get PDFExamining the evolution of healthcare, leaders in patient experience (PX) have played a pivotal role in shaping a more compassionate and human-centered landscape. This three-part multi-modal descriptive study aimed to investigate shared traits, skills, and characteristics among PX leaders in hospital settings. Employing a transformational leadership self-assessment tool and a guided interview process, recurring themes surfaced. The majority of participants reported employing a transformational leadership style. PX leaders emphasized the significance of communication, empathy, adaptability, teamwork, presence, and relationship-building in their roles. While hospital executive leaders had a slightly varied perspective on essential PX leader skillsets, they underscored the importance of analysis, execution, and collaboration. As the role of PX leaders continues to evolve, an understanding and awareness of these behavioral competencies can aid in the identification, development, and retention of PX talent
The ableism\u27\u27 behind Mental Health Professionals\u27 Perceptions of Support
Get PDFThis paper presents the personal narrative of the author, an individual who has experienced personal and clinical recovery from mental health difficulties. Diagnosed with a mental disorder (NEUROTIC; ICD-10) during my university years, I endured cognitive dysfunction, panic disorder, derangement of ego, suicidal ideation, and depression. Despite these challenges, I have actively engaged in social skills training, supervised virtual reality content, led self-help groups, and published papers on my experiences. I will discuss my own experiences as an expert-by-experience and describe the tendencies of professional ableism consciousness that I encountered during my journey of recovery. Through the lens of my recovery journey, I describe the difference between professionals with a strong ableism mindset and those with a weak ableism mindset. To mitigate ableism, mental health professionals must confront their own biases, as seen in training analyses. They also require an enhanced understanding of recovery and a shift toward recovery orientation. My story underscores the importance of a cautious and humble approach that does not evaluate human superiority or inferiority in the context of ableism. I hope that the readers of this paper will be inspired to think about professional ableism and move in the direction of shaping public opinion toward a decrease in ableism
A Quality Improvement Initiative Using Discharge Education Videos to Improve Communication with Families in a Pediatric Urgent Care
Get PDFIntroduction: Effective discharge communication, often given in verbal and written form, during pediatric acute healthcare visits positively impacts caregiver satisfaction and competency in providing at-home care. Institutions are beginning to incorporate evidence-based, and standardized multimedia education to try to further improve these outcomes.
Methods: For this QI initiative, educational videos were created and shown to families prior to discharge from a pediatric urgent care. PDSA cycles focused on development of an electronic medical record (EMR) order to provide video education, a best practice alert regarding this order, and recurrent staff education. The primary outcome measure was the percentage of families who responded favorably on a post-visit survey question regarding being given adequate information about at-home care. Process measures included EMR order use and attachment of updated written discharge instructions.
Results: Of all eligible encounters who responded to the survey, 69.7\% of those shown a video favorably answered the target question, compared to 66.8\% of those who were not shown a video. The response rate for this question was 9.1\%. 28\% of patients had an EMR order placed for video education; 35\% were discharged home with updated written discharge instructions.
Conclusions: There is a positive effect from integrating standardized videos into discharge education on caregiver satisfaction with information provided during an acute care visit. In this study, this effect is likely underrepresented due to the inherent imperfections of a voluntary survey-based outcome measure. Future PDSA cycles will aim to implement interventions with higher levels of reliability
A Case Study on the Impact of an Adapted Community Jury in Shaping the Nutrition Standards for Hospital Menus in New South Wales Australia
Get PDFCommunity juries are a form of deliberative democracy and can engage community groups in decision-making about healthcare and service delivery issues and priorities. They can provide insights and value-based perspectives from community groups and are particularly important in resolving perennial and complex system challenges. One such challenge is nutrition in hospitals–where there is a need to balance nutrition support, variety, taste and cost. The New South Wales (NSW) public health system in Australia operates more than 200 public hospitals. When revising the Nutrition Standards in 2021, stakeholders debated the upper limits of sodium (salt) and saturated fat in food products on hospital menus. Our case study describes how a jury of 12 community members received expert-informed information and deliberated on various evidence sources to reach a verdict, recommending that there should be upper limits on sodium (salt) and saturated fat in food products on hospital menus. It offers practical suggestions on adapting a community jury approach to strengthen patient, family, and community engagement across healthcare systems
“You May Not Appreciate This Now, But You May Later”: A Qualitative Analysis of the Impact and Meaning of Legacy Interventions as Defined by Bereaved Parents
Get PDFThe death of a child is a significant event that affects the family system. Families of dying children need comprehensive support to help them cope with their trauma and loss. However, there is little research that examines parental preferences and grieving support needs. This study explored bereaved parent mentors\u27 perspectives on legacy interventions to identify preferences and guide best practices for legacy interventions provided by pediatric staff. Legacy interventions can be defined as a practice that encourages families to process, create, and reflect on their experiences, stories, and memories. Six parents whose child died ≥2 years ago and who volunteered as parent mentors at a USA children\u27s hospital\u27s parent mentor program participated in focus groups. Participants were asked open-ended questions related to the patient/family\u27s experience at end of life, including legacy intervention provisions. Focus groups were video recorded, transcribed, and analyzed using thematic analysis. Similar ideas and categories were grouped to generate preliminary categories for coding. Codes were analyzed to identify central themes. Data analysis yielded three themes: 1) Types and Functions of Legacy Items/Activities, 2) Meaningfulness of Legacy Items/Activities, and 3) Process of Providing Legacy Items/Activities. Legacy interventions were reported as meaningful to participants because they connect them to their child, the treating hospital, and other bereaved families. To improve care for families whose child has a serious/terminal illness, professionals should be cognizant of the family\u27s perception of legacy interventions and collaborate with the family\u27s most trusted staff to help discuss and provide legacy interventions
Does Patient Experience Change with Age? Exploring Associations Between Patient Experience, Gender and Age
Get PDFPatient experience measurement is important for healthcare organizations to support the provision of high-quality care. Although previous research suggests age and gender may influence patient experiences, a thorough analysis of these associations remains unexplored. To address this gap, our research investigates the association of age and gender on patient experience ratings, using data from two widely used assessment tools: the Net Promoter Score (NPS) and the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS). Data analysis was performed on a total of 19,228 survey responses, collected from 2018 to 2022, in a public metropolitan hospital in Sydney, Australia. Our findings reveal that patient experience ratings differ significantly for people in different age groups, with older adults (\u3e65 years) consistently reporting substantially higher satisfaction levels compared to younger adults (18–34 years). This finding was observed in both NPS and HCAHPS data; however gender-related disparities in patient experience ratings were not significantly different. These insights have substantial implications for healthcare organizations striving to optimize the patient experience and ensure that care delivery aligns with the evolving needs of patients across different age groups. Consequently, it is important for healthcare organizations to understand the varied experiences across diverse patient groups and to implement age-specific strategies, especially targeting the unique needs and expectations of young adults
Listening to the Unsaid: Utilizing Patient-Reported Outcome Measures (PROMs) to Manage the Dental Anxiety of a Special Child
Get PDFThis article is the journey of a dentist who adopted the additional role of a healthcare manager and embarked on a transformative journey to enhance the realm of pedodontics. The story describes how the care process and related experiences were improved for a special child who came anxious and worried to a dental office for treatment and returned with better outcomes. Dental anxiety is a known barrier to smooth dental care which is further amplified in children and more so for the special children. In addition to providing the best treatment, we ensured a worry-free environment to release the anxiety of the patient. To achieve this goal, we adopted one of the Patient-Reported Outcome Measures (PROMs) related to dental care and integrated this to the care delivery process prior to the initiation of the treatment. This case reinforces the criticality of reducing stress and worry for creating happier and stress-free patients who will experience reduced dental anxiety in the long run. Hence, this is more than just a story of individual growth and professional transformation. It is a testament to the power of listening to the little voices of patients in ensuring that paediatric dental care is not only effective but also positive and empowering for these children
Patient Experience (PX) Giants: Pioneers and the Path Forward
Get PDFThis commentary pays tribute to the foundational figures in patient experience (PX) scholarship, acknowledging the PX Giants whose contributions have established and expanded the field\u27s core principles. Building upon the analysis in Foundational PX, which identified highly cited works, this piece honors individual contributors who have contributed to the scholarly foundation of PX. It highlights the cumulative impact of both frequently cited and consistently productive scholars, underscoring their essential role in shaping patient-centered care. PX Giants have pioneered frameworks on diverse aspects of PX, such as patient-provider communication, care disparities, and the integration of patient perspectives into quality assessments. Through global collaborations, novel measurement tools, and strategic insights, these leaders have elevated PX as a central healthcare priority. Looking forward, the commentary emphasizes the need for emerging PX leaders to address complex challenges, including workforce shortages, technological advancements, and political and economic pressures. The digital transformation in healthcare, while promising improved access and personalization, poses potential risks to patient-centeredness, necessitating vigilance in maintaining empathetic, human-centered care. Additionally, ensuring equitable PX across fragmented systems requires culturally competent and accessible care models. Through cross-disciplinary collaboration and continued advocacy, the next generation of PX scholars and practitioners will advance this vital work, adapting PX to meet the needs of diverse patient populations and evolving healthcare landscapes
Exploring Consumer and Clinician Attitudes towards Patient Reported Outcome Measures (PROMs) in an Australian Inpatient Musculoskeletal Rehabilitation Unit: A Qualitative Pilot Study
Get PDFObjective: This pilot qualitative study explores consumers\u27 and clinicians\u27 perspectives about the relevance and utility of patient reported outcome measures (PROMs) in an Australian inpatient rehabilitation unit. Methods: Two focus groups, were recruited via convenience sampling, comprising English speaking rehabilitation clinicians (n = 5) and consumers (n = 6) who had recent experience of inpatient musculoskeletal rehabilitation in a large, privately funded, rehabilitation hospital in Melbourne Australia, in 2020. The focus groups were conducted via videoconference, moderated by two experienced rehabilitation clinician-researchers, following semi-structured interview guides. Focus group recordings were professionally transcribed for coding and thematic analysis by two researchers, with consensus reached about final themes. Results: Rehabilitation clinicians and consumers identified potential utility in measuring PROs at the patient level to improve patient-centred care and team coordination, and at the system level through quality improvement, benchmarking and research. Benefits were viewed as contingent on a clearly articulated rationale for measurement, careful selection of PRO instruments and specific application in target populations, with doubts expressed over their specific utility in musculoskeletal rehabilitation. Risks associated with PROMs were also identified, including procedural burden, emotional distress, psychological safety, incomplete forms and opportunity-cost. Clinicians and consumers expressed concern over the validity, reliability and representativeness of PROM data. Conclusions: While the potential benefits of PROMs were recognised, numerous risks and logistical challenges were also identified. The current lack of confidence from both clinicians and consumers in the inherent value of PROM data and its ability to improve patient care or quality standards will likely impede successful incorporation into routine rehabilitation care
Co-developing a Paediatric Patient Reported Experience Measure: The Perspectives of Children and Young People
Get PDFNOTE: A minor correction was made to this article. It was revised on August 6, 2025.
Paediatric Patient Reported Experience Measures (PREMs) are tools that capture what children and young people (CYP) value in their healthcare and promote their involvement in clinical decision-making. A standardised paediatric PREM could improve quality of care for CYP across hospital settings, but CYP are rarely included in the development of PREMs. This study aimed to explore CYP\u27s perspectives regarding their experiences of hospitals as the initial stage of developing the first self-reported paediatric PREM for use in Australia, including the perspectives of vulnerable populations. Individual interviews were conducted with 55 CYP from a diverse range of sociocultural backgrounds, across six Australian hospitals. Interviews were conducted by `Captain Starlight\u27, professional performers who engage with children and positively impact their hospital experience. Reflexive thematic analysis was used to analyse interview responses. CYP favoured hospital experiences where they were included in decision making, had positive relationships with hospital staff, and had effective care and pain management. CYP also discussed the importance of interacting with family and friends, having fun activities, and having a comfortable hospital environment including privacy, decorations, and familiar food. Many CYP indicated that they preferred to provide feedback to the hospital verbally. The needs of CYP must be at the forefront of developing paediatric PREMs. Our co-design approach identified key components of proposed paediatric PREMs. The next stages will be to determine age-group specific question sets, followed by their piloting and validation. Future research will be required to evaluate and monitor the effectiveness of these PREMs