Patient Experience Maturity Evaluation (PXME)
What is the PXME?
Patient Experience Leaders and Managers often struggle with understanding how to navigate patient
experience from their starting point to their end-goal. The PXME provides a roadmap that reduces
patient experience ‘overwhelm’, by providing specific and customised actions to enable effective
and efficient improvement of patient experience, in line with the Quadruple Aims.
How does the PXME work?
The PXME determines the level of Patient Experience Maturity of an organisation based on an in-
depth assessment of their patient experience activities, using our proprietary 6E methodology. Once
the maturity level of the organisation is determined, the organisation receives a customised Actions
Matrix that maps key activities that need to be implemented in order to progress to the next level of
maturity. A Solutions Matrix also provides a ready overview of the technology solutions that will aid
the organisation in their Actions.
Why is the PXME important to Executive Leaders as well as Managers of Teams?
The key benefits of the PXME to senior leadership include:
- Establish clear understanding of current capabilities, gaps and requirement relative to
- Identify where to focus Workforce Culture & Change Management efforts – translate
measurement into outcomes
- Identify specific actions and solutions, based on real-life case studies, that address patient
experience improvement, the development of patient-centred skills and empathy,
leadership and frontline staff engagement, health and wellbeing, reward and recognition etc
- Independent evidence-base to indirectly support quality, safety and Standard 2 (Partnering
with Patients) accreditation efforts
- Minimise wasted resources and time, whilst maximising efficiency, value-based care and
budgetary return on investment (ROI)
- Support business cases and act as input into organisations’ Strategy and Performance
The PXME Solution
The PXME begins with a self-assessment that comprises a series of detailed questions on various
organisational elements that link directly to patient experience. Some examples of elements
measured in the assessment are Measurement and Complaints Management, Patient Experience
Infrastructure, Environment, Leadership, Culture, Training & Education, Staff Wellbeing & Mental
Health, Vision and Strategy. The outcomes of the assessment are linked to a report that outlines
specific actions, tools and solutions that the organisation can implement to improve patient
experience. Once improvements have been embedded, the PXME can be repeated to track the
organisation’s progress on the patient experience maturity spectrum.
Contact us here to find out how the PXME can help you optimise your current patient experience
activities and achieve your goals.