Field of Patient Experience Framed through Introduction of Body of Knowledge

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The Beryl Institute Seeks Contributors to Outline Content for Future Certification Program

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Patient experience is not a passing fad or a reaction to policy. We believe it is a fundamental component of healthcare and an emerging field of practice.

To help shape the emerging field of patient experience, The Beryl Institute releases fifteen domains in the Body of Knowledge framework. Beginning in early 2011 with a steering team of patient experience leaders, development of the domains was a collaborative effort involving over 300 overall contributors from eight countries and culminating in a six week global public comment period.

Contributors included patient experience and healthcare leaders, patients, families and support networks along with community members. The intention of the work is to develop a broadly accepted set of domains and associated skills that fully reflect the core accountabilities associated with being an effective patient experience leader.

“The Body of Knowledge defines the practices central to delivering a positive patient experience and provides a clear foundation to support the consistent and continuous development of current and future leaders in the field,” said Jason Wolf, executive director of The Beryl Institute. “Patient experience is not a passing fad or just a reaction to policy. We believe it is a fundamental component of healthcare and an emerging field of practice.”

The Patient Experience Body of Knowledge domains are:


  •      Customer Service to Service Excellence and Patient Advocacy to Patient Experience


  •      Healthcare Leadership & Management
  •      Communication
  •      Organizational Effectiveness, Performance Improvement, & Change
  •      Employee Engagement
  •      Coaching & Developing Others


  •      Patient & Family Centeredness
  •      Experience Design
  •      Clinical Partnerships
  •      Service Recovery & Feedback Management
  •      Hospitality & Healing Services
  •      Technology Application
  •      Metrics & Measurement
  •      Policy & Regulatory Issues
  •      Cultural Competence and Diversity

The next steps in this work will lead to expanded and ongoing learning opportunities in each domain and the potential for formal certification of Patient Experience Professionals. In continuing the effort to include the broadest range of voices and perspectives in this process, The Beryl Institute will form work groups of 5-7 individuals per domain to help identify content central to each area of knowledge. Work groups will be informed by subject matter experts and by the work of organizations tackling some of these unique areas of practice. Anyone interested in being a part of those work groups is encouraged to apply at

A Body of Knowledge project update call will be held on May 29, 2012 at 2pm ET and is open to anyone interested in learning more about background of the Body of Knowledge efforts or opportunities for future participation. The call will review the work on the project to date, reveal the results of the global open comment period and share next steps in the effort. To register for the call, visit

To learn more about the Patient Experience Body of Knowledge, visit:

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About The Beryl Institute:
The Beryl Institute is the global community of practice and premier thought leader on improving the patient experience. The Institute serves as a reliable resource for shared information and proven practices, a dynamic incubator of leading research and new ideas and an interactive connector of leaders and practitioners. The Institute is uniquely positioned to develop and publicize cutting-edge concepts focused on improving the patient experience, touching thousands of healthcare executives and patients.

The Beryl Institute defines the patient experience as the sum of all interactions, shaped by an organization’s culture, that influence patient perceptions across the continuum of care.

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Stacy Palmer
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