Domain III: Actions and Recommendations

Action RecommendationsAnticipating Patient/Family/Resident NeedsIt 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 ChangeIt 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 eachContinuous Improvement: Patient/Family/Resident ExperienceIt 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

Domain III: Actions and Recommendations

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=4351099. 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

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/

Resources