Human Experience in Action

Healthcare leaders know what matters. Often, they struggle with how to make it happen.

You believe in the value and impact of human-centered care. You champion patient-experience efforts to address what matters to your patients. You understand the burdens that your workforce is carrying. Yet somewhere between that strategic understanding and the everyday realities of leading in healthcare today, the human experience often gets lost.

In Human Experience in Action: Insights and Opportunities for Transforming Healthcare, over 40 executive experience leaders show why and how they focus relentlessly to ensure that does not happen. These leaders, members of The Beryl Institute’s Experience Leaders Circle, have joined together not merely to frame the essential ideas that can lead to experience excellence but, more importantly, to share the practical actions that leaders and organizations can take to realize concrete results. Though the authors represent a broad collection of organizational sizes and settings, they propose a central and shared idea: that through a commitment to human experience, the best outcomes will be realized.

This book addresses the full range of efforts that this commitment requires: defining your experience efforts; building effective structures; engaging your workforce, patients, and families; connecting with your community; measuring what matters; driving innovation; and more, all with a strategic, yet practical eye on the positive results that this focus will help achieve.

Written for healthcare executives, managers, and experience leaders who influence culture, strategy, and operations within healthcare organizations, this book affirms that human experience must be a strategic imperative for every healthcare organization. Through the diverse voices of its authors, Human Experience in Action serves as a tangible resource to drive system-wide transformation. Ultimately, it reaffirms that in putting human experience in action, we elevate the humanity that must remain at the heart of healthcare, always.

Jason A. Wolf, PhD, CPXP, is a passionate champion and globally recognized expert on patient experience improvement, organizational culture, and sustaining high performance in healthcare. His driving purpose is unleashing the potential within all of us and elevating the idea that at the heart of healthcare, we are ultimately human beings caring for human beings. Since 2010, Jason has worked to establish The Beryl Institute as the premier global community dedicated to transforming the human experience in healthcare. He pioneered the framework for the field of patient experience, and today, the Institute engages over 65,000 individuals acrossmore than 85 countries. As the founding editor of the Patient Experience Journal, the first open-access, peer-reviewed journal dedicated to research, evidence, and innovation in patient experience, Jason has expanded its reach to over 220 countries and territories. He also established The Beryl Institute's Credentialing Center (formerly the Patient Experience Institute), providing formal certification for patient experience professionals and volunteer-services administrators worldwide. A highly sought-after global speaker, Jason is a recognized author of over 100 white papers and academic articles focused on experience excellence. Most recently, he has authored the book Transforming the Future of Healthcare: Reflections on a Decade of the Experience Movement and co-authored Return on Human Experience: Eight Principles to Inspire Excellence in Healthcare, with Stacy Palmer, both #1 bestsellers on Amazon in multiple healthcare categories.