Patient Experience Body of Knowledge Metrics and Measurement Domain Team Kick-Off Conference Call

1. www.theberylinstitute.org Patient Experience Body of KnowledgeMetrics and Measurement Domain Team Kick-Off Conference Call July 27, 2012

2. Metrics and Measurement Domain Team

3. Introductions Please quickly introduce yourself to the group by sharing: • Your name • Your title • Your organization • Your location (i.e., City, State, Country, etc.) • Why you have volunteered to serve on this team and contribute to the Patient Experience Body of Knowledge process • What do you enjoy doing away from work?

4. What is the Patient Experience Body of Knowledge? The Patient Experience Body of Knowledgeis a framework to capture the knowledge central to the role of the patient experience leader. The intention of this work is to develop a broadly accepted set of domains and associated skillsthat fully reflects the core accountabilities associated with being an effective patient experience leader. This work will help to frame the field of patient experience, define its core ideas and provide a clear foundation of knowledgethat will support the consistent and continuousdevelopment of current and future leaders in the field.

5. Body of Knowledge- Key Phases • PE Workgroup Brainstorming and Model Development • Mind Mapping • Generation of Phase I Domain Model July - Sept 2011 • Comparative Review • Comparative review of existing programs and PX leader job descriptions • Phase II feedback template created Oct - Nov 2011 • Invited Comments • Invited comment period and focus groups with established groups. • Participants from the US, Canada and the UK Dec 2011 - Jan 2012 • Content Preparation • Review of Phase II comments and from over 100 individuals. Over 350 pages of data reviewed, domains edited and final framework created for open comment period Jan - Feb 2012 • Open Comment Period • 6-week period to engage voices of healthcare leaders, patients and families • 5 virtual focus groups covering every proposed domain of knowledge Mar - Apr 2012 • PX Body of Knowledge Domain Teams Identified • Volunteers confirmed • Team Chairs Identified June 2012 • Content Framing • Domain teams will meet virtually to brainstorm content central to their topic • Outcome is content outline that could support a 3-4 hour learning module We are here! July – Sept 2012 • Course Development and Certification Planning • Course development in order of priority, piloted and rolled-out once available • Initial testing frameworks formed for certification, including requirements, tests, recertification, etc. Oct – Dec 2012 • Course Roll-out and Certification Development • Full complement of courses available by end of Q1 2013 • Initial offering/Pilot of Certification exam targeted for Fall 2013 2013

6. Body of Knowledge- Domains

7. Where We Are Going Domains of Knowledge D1 D2 D3 D4 D5 D6 D7 D8 D9 D10 D11 D12 D13 D14 D15 • CONTENT DEVELOPMENT • Team of 5-7/domain, supported by SMEs & aligned orgs • Learning Modules • Continuing Education content • Resource Libraries, How to Guides & Toolkits • DEVELOPING THE FIELD • CERTIFICATION PLANNING • Oversight Board and Testing Expert • Qualification and Testing • Continuing Education Requirements • Recertification Process • DEVELOPING THE FIELD • ROLE DEVELOPMENT & ADVOCACY • PX Leader Description • Executive Advocacy – “What you need” • Search Firms – “What to look for” • SHAPING THE FIELD • CURRENT TALENT DEVELOPMENT • REINFORCING THE FIELD • FUTURE LEADER DEVELOPMENT • EXPANDING THE FIELD

8. Feedback on BOK Domains…. • I think overall the domains speak to the entire patient experience… • I think it’s a good overview regardless of if you’re just starting out or if you’ve been on the journey for a while and it’s a good reminder of do you have all these things in place, and if not, what are the plans to touch upon some of the other elements. • I like that it was broken down into so many specific areas. So often these things are lumped together into bigger categories and then some of those individual actual items aren’t addressed…so I liked the fact that it was very specific. • Very comprehensive! My only concern is it may be too much. I guess though if you are "chunking" it out in small modules over time that would help. • As I reflect on the body of knowledge as a holistic system, I'm wondering if you could reorganize this into a progressive tiered body of knowledge? Are there possible tiers such as entry-level and senior leader? Beginner or advanced?

9. Feedback on BOK Domains…. • I think this is just awesome. [While] there may be competitive differences. What I love about this group is that this group is not about competition, it’s about the patients. I love it, I love being part of this group. • Great job of synthesizing this huge kind of somewhat disparate sections of what it takes to really improve the patient experience, and I think it will be nice to have a central repository for all of this information. • Development of a Patient Experience Body of Knowledge will truly help take healthcare professionals responsible for the patient experience to the next level. • This is amazing. A great list of what the "perfect" Patient Experience Leader/Director should aspire to within their organization. Some are obvious must haves/must do's. Others are no doubt handled at varying levels, and highly dependent upon size of organization and funding/support available. When can we get started on the certification process?

10. Next Steps • PX Body of Knowledge Domain Teams Identified • Volunteers confirmed • Team Chairs Identified June 2012 • Content Framing • Domain teams will meet virtually to brainstorm content central to their topic • Outcome is content outline that could support a 3-4 hour learning module • Content development will be supported by “cross-pollination” by team chairs who will meet monthly to update one another on progress. • All content suggestions will also be made available for comment to participants • Modules will be revisited for priority order to support course development July – Sept 2012 • Course Development • Course development will begin in order of priority determined • Courses will be designed, piloted and rolled-out once available • Alternative venues for delivery will be determined and implemented • With course development initial testing frameworks will be formed for certification, this will include requirements, tests, recertification requirements and grandfathering Oct – Dec 2012 • Course Roll-out and Certification Planning • Course development will continue as needed in early 2013 • Continued development of certification test development • Full complement of courses available by end of Q1 2013 • Initial offering/Pilot of Certification exam targeted for Fall 2013 2013

11. Next Steps The domain module development process will provide both an outline and suggested content for each learning module contained in the Patient Experience Body of Knowledge. Teams of 5 to 7 individuals will meet virtually to consider content for each domain. Each team will be led by a team lead. The role of the team lead is to gather team members and guide a process to complete a module outline for the assigned topic area.

12. Next Steps Virtual Meeting Process (July – September 2012) Domain teams will meet via phone/Webex to develop the outline and key components of each module. Teams will be provided the content summaries gathered through the series of invited and open comment periods for review for their specific domain. The objective statement for the domain should frame development of content. Deliverables for each team will include: • Learning objectives: 3-5 key take-aways from the module • Content outline: What should be included in the module to ensure the achievement of the learning objectives. The outline should provide suggestions for content, flow, and timing. • Key supporting materials: What outside materials/resources should be considered as part of this module? This includes learning material, outside organizations, etc. • Suggested assessment questions: What would someone who mastered this module need to know? What questions would you suggest to accomplish some measure of understanding?

13. Next Steps Chair checkpoints and final report outs (August/September 2012) Chairs will gather for a checkpoint call in mid August. This call will provide a 5-minute update on each of the team’s progress and allow for discussion and sharing among teams as they conclude their work. Team chairs and all contributors will be invited to participate in this dialogue. In conjunction with this effort a forum will be available through The Beryl Institute website that will provide for virtual dialogue and feedback opportunities with the broader community. Domain module design (September – December 2012) Outlines from each team will be expanded with the assistance of an instructional designer. Final programs will be developed and formats set. Delivery options will also be finalized and pilot offerings for the first few domains made available.

14. Domain Template DOMAIN NAME: Metrics and Measurement DOMAIN OBJECTIVE: Understanding the components of an effective measurement process, including the identification of key metrics and the use of data. DOMAIN LEARNING OBJECTIVES (3-5): DOMAIN OUTLINE Section I… Name: Objective: Outline of Concepts Concept 1 with key learning components Concept 2 with key learning components Etc… Key learning point(s)/take away Continue for as many sections as are suggested for specific module… OUTSIDE RESOURCES/SUPPORTING MATERIALS TO CONSIDER: (Provide a list of all suggested materials) SUGGESTED ASSESSMENT QUESTIONS: (Can be offered for each section or for the overall module)

15. Support Provided • Domain summaries and raw data (posted on Beryl Forum) • Webex number/access and recording capacity • Online forum for communication and connection in between calls • Other needs?

16. Suggested Content – from Public Consultation Full ‘raw data’ file from BOK data collection process is available on the Beryl Institute Forum: http://www.theberylinstitute.org/forums/

17. Next Steps Virtual Meeting Process (July – September 2012) Domain teams will meet via phone/Webex to develop the outline and key components of each module. Teams will be provided the content summaries gathered through the series of invited and open comment periods for review for their specific domain. The objective statement for the domain should frame development of content. Deliverables for each team will include: • Learning objectives: 3-5 key take-aways from the module • Content outline: What should be included in the module to ensure the achievement of the learning objectives. The outline should provide suggestions for content, flow, and timing. • Key supporting materials: What outside materials/resources should be considered as part of this module? This includes learning material, outside organizations, etc. • Suggested assessment questions: What would someone who mastered this module need to know? What questions would you suggest to accomplish some measure of understanding?

18. Proposed action steps (for discussion) • Break down deliverables into smaller weekly ‘chunks’ over the next few weeks. • Identify weekly task assignments for group, using Forum to share thoughts and ideas so we don’t need to rely on the conference calls to complete our deliverables. (note: all conference calls/webex sessions will be recorded for those unable to attend on any particular date) • Check in on progress at end of each week by conference call/webex (aim for 1 hour maximum) and at that time set goal for the following week. • John to keep team updated with weekly email summary of call and assignments for the next week.

19. Proposed Work Plan/Schedule (Draft) The time allowed for this phase can be adjusted, based on number of sections and complexity

20. Week 1 WWW Plan (DRAFT)

21. THANK YOU & QUESTIONS John Murray, MBA Director, Patient Experience Tel:  713.338.6771 John.Murray@memorialhermann.org