Authors

  1. Catlin, Anita PhD, FNP, CNL, FAAN

Article Content

The Beryl Institute is an organization founded in 2010 with the goal of improving the patient experience, defined as the "sum of all interactions shaped by an organization's culture, that influence patient perceptions across the continuum of care." The Beryl Institute focuses on quality, safety, population health, and elevating the human experience in healthcare. The Beryl Institute awards research grants and higher learning scholarships to healthcare professionals such as nurses wishing to improve the patient care experience. More information on the Institute can be found on their website at https://www.theberylinstitute.org/.

 

This 43-page paper, "Caring for Our Children: A Look at Patient Experience in a Pediatric Setting, 2020," results from a yearlong research project to define excellence in the pediatric patient care experience. First, eight focus groups were conducted with members of the Beryl Institute Pediatric Councils. Then, a 59-question survey was created by the authors and sent out to pediatric hospitals and hospitals with pediatric services. Data were collected from 142 hospitals, 85 stand-alone pediatric and 54 integrated facilities. The responses from the focus groups and surveys were analyzed and combined to present best practices in pediatric care delivery. The paper is divided into eight sections, which make up The Beryl Institute's Strategic Framework for examining patient care. Areas of strength and areas for improvement in the pediatric experience are presented. Three areas of the report are highlighted below.

 

CULTURE AND LEADERSHIP

It is essential to make serving children part of the mission, vision, and strategic plan of the organization. Although 70% of those surveyed did have this as a focus, 30% of respondents did not include pediatric services as part of their strategic planning. Another recommendation is coordination of appointments. Pediatric surgical nurses recognize that, in the complexly ill child, each specialty physician may be located in a different geographical area. Positive recommendations were for a welcome video to all children and a special app assisting parents to find parking and locations.

 

QUALITY AND CLINICAL EXPERIENCE

Pain management is given due consideration, with suggestions for needlestick pain reduction.

 

HOSPITALITY AND ENVIRONMENT

Making parents comfortable who come from a distance or come unexpectedly was a goal throughout. Meals for parents, toiletry kits, phone chargers, and clothing changes were described. Seventy percent of respondents offered overnight accommodations, a family resource center with kitchen, shower, and laundry capabilities. Healing spaces and green spaces for parents and music, artwork, and club houses for children were described. Bedside visitors such as athletes, or those with pets or balloons, can make a difference.

 

Strengths of this white paper include the contributor section for those readers desiring to contact specialists in the pediatric experience as well as a list of the Beryl publications for the last 10 years, which could be very helpful. Weaknesses might include the very layman-like language and lack of scientific reporting of the findings. This document provides good ideas, reminders, and goals for those wishing to improve the experience of children and their families when receiving care, and reading is recommended.