Denise Wiseman’s Post

How do we take action when critical information is missing? I'll celebrate the undertaking a study such as the recently published 'The State of Human Experience 2023' from The Beryl Institute entails. Kudos to this organization for seeking a greater understanding of "the state of the industry and determine what healthcare organizations globally are doing to address the experience they provide." And I CAUTION how we interpret and use what was shared. Ah, shoot, I think I'm going to make a ruckus. This is the first post dissecting this study – download your copy to follow what I share and contribute to the conversation.   Let's start at the beginning and look at the methodology for collecting and presenting the data: 🔹 The survey was distributed to members of The Beryl Institute 🔹 Responses accepted from January 24 through February 24, 2023 🔹 Almost 600 respondents from 25 countries 🔹 Most responses came from five countries (US, Australia, Canada, Brazil, and Spain) 🔹 The only info about the organizations represented is size by FTE  🔹 Data often shared comparatively over the years this study has been replicated (since 2011) Significant information is missing that plays a crucial role in 1) understanding the factors that could impact the responses over the years, 2) making the information meaningful to healthcare and patient experience professionals. For example: Survey Distribution and Respondent Demographics 🔹 How many members does The Beryl Institute have? What are the demographics of the Beryl membership? Is this a representative sample of healthcare? 🔹 What role did each respondent hold? Is there a contribution from senior leaders, nurses, physicians, ancillary care teams, and others? Or are the majority of responses from Patient Experience professionals? For the Patient Experience professionals who responded, what level in their organizational hierarchy do they represent?    🔹 What was the representation by type of organization? Hospitals, medical clinics, and other care facilities?   🔹 What percentage of the responses were from each country? For example: Data Presentation 🔹 How did the responses by country differ? 🔹 How did the responses differ based on organization size? 🔹 How did the contribution to this study over the years differ? Were the same countries reflected each year in a similar distribution? 🔹 How has the organization size or type differed from year to year? The amount of information missing means we should be extremely cautious in interpreting the results beyond healthcare across the globe. This study does not tell me anything of value regarding the progress toward improved patient experience in the United States. Have you read the study yet? I encourage you to do so and contribute your thoughts in the comments. Join The PX Community on September 22nd for an Open Conversation to discuss this report! #patientexperience #healthcare #makearuckus #thepxcommunity