Domain III: Actions and Recommendations

Domain III: Actions and Recommendations

• Action Recommendations
• Anticipating Patient/Family/Resident Needs
• It is recommended CPXP Candidates can:
• • Define, outline and describe the design and implementation of a Patient Family Advisory Council(PFAC)
• • Identify and advocate for the effective uses of a PFAC
• • Define shared decision making and describe its impact on experience outcomes and patients/family/resident engagement. Please note, the action items listed under Domain 1 also support your development in Domain III, task 1.
• Innovation and Change
• It is recommended CPXP Candidates can:
• Partner with senior leaders in creating organizational alignment and strategic pans that achieve organizational goals
• • Assess the benefits and limitations of using technology solutions to enhance patient, family, resident experience
• • Apply the key elements for successful and sustained change (some examples include, defining a clear purpose for change, gaining senior leader support, providing ongoing and consistent communication, providing the needed education and training)
• • Distinguish between transformational and transactional leadership including the advantages and disadvantages of each
• Continuous Improvement: Patient/Family/Resident Experience
• It is recommended CPXP Candidates can:
• • Apply process improvement concepts and methods. (some examples include TQM, PDCA, SixSigma, LEAN)
• • Distinguish between an outcome and process measure
• • Identify and describe key concepts of Experience Based Design/Co-design (EBD/EBCD) andexperience mapping
• • Facilitate multidiscipline teams focused on experience improvement

Resources

• 1. Champy, J., Greenspun, H., (2014). Reengineering Health Care: A Manifesto for Radically Rethinking Health Care Delivery, Portable Documents. Pearson FT Press.
• 2. Lee, F. (2004). If Disney Ran Your Hospital : 9 ½ things you would do differently. Bozeman, MT: Second River Healthcare Press.
• *
• 3. Michelli, J., (2008). The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company. McGraw Hill.
• 4. Suchman, A., Sluyter, D., Williamson, P. (2011). Leading Change in Healthcare: Transforming Organizations Using Complexity, Positive Psychology and Relationship-Centered Care. London, New York: Radcliff Publishing
• 5. Cook, K., Robinson, B., Studer, Q., (2010). HCAHPS Handbook: Hardwire your Hospital for Pay-for-Performance. Gulf Breeze, FL: Fire Starter Pub.
• 6. Sutcliffe, K., Weick, K., (2001). Managing the Unexpected. Hoboken, New Jersey: John Wiley & Sons.
• 7. Heath, C., Heath, D., (2010). Switch: How to Change Things When Change Is Hard. New York: Broadway Books.
• 8. The Beryl Institute. PX Body of Knowledge Course Communication: Leveraging the Patient Experience Through Effective Communication. http://www.theberylinstitute.org/events/EventDetails.aspx?id=435109
• 9. The Beryl Institute. PX Body of Knowledge Course Cultural Competence & Diversity.
• http://www.theberylinstitute.org/events/EventDetails.aspx?id=506017
• 10. The Beryl Institute. PX Body of Knowledge Course Experience Design. http://www.theberylinstitute.org/events/EventDetails.aspx?id=643893

Resources

• 11. The Beryl Institute. PX Body of Knowledge Course Healthcare Leadership and Management. http://www.theberylinstitute.org/events/EventDetails.aspx?id=506004
• 12. The Beryl Institute. PX Body of Knowledge Course Organizational Effectiveness. http://www.theberylinstitute.org/events/EventDetails.aspx?id=466083
• 13. The Beryl Institute. PX Body of Knowledge Course Technology Application. http://www.theberylinstitute.org/events/EventDetails.aspx?id=629964
• * Also included in CPXP Exam: Recommended Preparation References. Available at http://www.pxinstitute.org/certification/cpxp-exam-preparation/