The Value of Lived Experience for CPXP Human-Centered Leaders

Advantages of CPXP Professionals Utilizing People of Color with Lived Experience to Improve Health Equity and Maximize Value-Based Outcomes

By: James P. Young, Jr., PhD, CPXP, CPHQ

Chief Executive Officer

 and Lead Workshop Developer

By leveraging the expertise and lived experiences of people of color, CPXP leaders can design and implement patient experience strategies that are more culturally attuned, equitable, and effective. This approach improves value-based scores and promotes health equity and better outcomes for all patients.  For example:

• Authentic Representation and Insight:

• Individuals of color with lived experience bring invaluable, authentic perspectives that deeply resonate with the diverse patient populations served.

• Their firsthand experiences provide unique insights into the specific needs, preferences, and challenges faced by racially and culturally diverse communities, enabling the design of more effective and relevant strategies.

• Enhanced Cultural Competency:

• CPXP leaders can significantly enhance their cultural competency by collaborating with people of color who understand the nuances of cultural beliefs, practices, and values.

• This collaboration ensures that patient experience strategies are culturally sensitive and respectful, fostering a more inclusive and welcoming environment for all patients.

• Improved Patient Trust and Engagement:

• Patients are more likely to engage and trust healthcare providers and systems that reflect and respect their cultural identities.

• Incorporating voices of color in strategy design and advisory councils helps build stronger, more trusting relationships between patients and healthcare providers, leading to better communication, adherence to treatment plans, and overall patient satisfaction.

• Enhanced Value-Based Performance:

• Strategies informed by diverse perspectives are more likely to address and mitigate health disparities, improving outcomes and value-based performance scores.

• By focusing on culturally tailored interventions, healthcare organizations can reduce readmission rates, improve chronic disease management, and achieve better overall health outcomes, which are key metrics in value-based care.

• Comprehensive and Inclusive Strategy Development:

• Including people of color with lived experience ensures that patient experience strategies are comprehensive and address the needs of all community members, not just the majority.

• This inclusive approach leads to more robust and effective strategies that consider a wide range of patient experiences and expectations, ultimately improving the quality of care for everyone.

• Empowerment of Diverse Voices:

• Involving individuals of color in patient and family advisory councils empowers them to take an active role in shaping the care they and their communities receive.

• This empowerment fosters a sense of ownership and accountability, motivating both patients and advisors to contribute to continuous improvement efforts actively.

• Real-World Validation and Feedback:

• People of color with lived experience can provide real-world validation and feedback on proposed strategies, ensuring they are practical, feasible, and likely to succeed in diverse settings.

• Their feedback helps identify potential barriers and facilitators to implementation, allowing for the refinement of strategies before they are rolled out more broadly.

Please take a moment to look at the following video from our workshop to learn more:

References

1.            Spencer A, Abena O-N. Engaging Communities of Color to Promote Health Equity: Five Lessons from New York-Based Health Care Organizations. Center for Health Care Strategies, Inc. 2022.

2.            Manalo-Pedro E, Walsemann KM, Gee GC. Whose Knowledge Heals? Transforming Teaching in the Struggle for Health Equity. Health education & behavior. 2023;50(4):482-492.