Human Experience

Overview
Human Experience (HX) is related to the concepts of coproduction, co-design, patient-centered care, engagement, and patient experience, and aligns closely with the NAM healthcare quality domain of person-centered care.  HX is defined by the Beryl Institute as the lived experience of patients, families, the healthcare workforce, and the communities they serve.  In collaboration with the Promise Partnership and Dartmouth Health Quality and Safety, CHIRP has collaborated in investigations of Care Experience, which Dartmouth Health defines as the lived experience of people resulting from the interactions they have with the health system.  In support of the Dartmouth Health Care Experience mission to create a kind a trusting care environment for patients, families and healthcare teams, HX research collaborations have informed system level strategic planning for Care Experience and related multi-center improvement initiatives to improve experience supported by the Promise Partnership in the Care Experience Collaborative.

 

In 2025, Dr. Oliver and Beryl Institute CEO Jason Wolf, PhD, co-founded the new Center for Human Experience (C4HX), which will facilitate an international learning collaboratory for improving human experience in the global healthcare community.

 

To learn more about HX, visit the Beryl Institute website. Recommended core reading in HX includes the "Integrated Ecosystem" white paper, the Experience Framework, the Declaration for Human Experience,  and the Human Experience 2030 white paper.  Additionally, the field of HX aligns closely with the work of The Patient Revolution and Dr. Victor Montori's Careful and Kind Care philosophy, as described in the book "Why We Revolt," and in the Foundations of Care online course.

 

Publications
 

Oliver BJ, Wolf J (2026). Improving Human Experience in Health Care: Leveraging “Humanistic Learning Health Systems” to Accelerate Change at Scale. Patient Experience Journal; 13(1):416-419. doi: 10.35680/2372-0247.2112.

Bartel R, Kimpson C, Lord T, Lyons V, Serge T, Oliver BJ (2026). From Talking the Talk to Walking the Walk: Reflection on Dartmouth Health's Care Experience Week. Patient Experience Journal; 13(1):420-428. doi: 10.35680/2372-0247.2095.

Perry J, Hahn M, Kmiec A, Oliver BJ (2026). “We’ll Be Right With You”: Improving Patient Experience With Complaint Management Within a Learning Health System Collaborative. Patient Experience Journal; 13(1):429-439. doi: 10.35680/2372-0247.2113.

Dillehay R, Verkhovsky S, Bohm A, Friedman H, Welshman D, Morong A, Karthikeyan V, Dampier J, Racine A, Oliver BJ (2026). Documentation and Dashboard Driven Quality and Safety Improvement in Interpreter Services for Limited English Proficient Patients. Patient Experience Journal; 13(1):440-446. doi: 10.35680/2372-0247.2114.

Rizzo E, Adams V, Perry J, Szalay N, Verkhovsky S, Holthoff M, Kennedy A, Oliver BJ (2026). A Hybrid Coaching Model in a Multi-Center Networked Care Experience Learning Collaborative. Patient Experience Journal; 13(1):447-454. doi: 10.35680/2372-0247.2115.

Vallee J, Stewart J, Verkhovsky S, Giudice S, Aug J, Higgins A, Perry J, Kennedy A, Oliver BJ (2026). Enhancing Provider Engagement Through Peer-to-Peer Coaching: The Provider Ambassador Program. Patient Experience Journal; 13(1):455-460. doi: 10.35680/2372-0247.2116.

Oliver BJ (2024). Improving Human Experience in Health Care: Now More Than Ever, We Must Focus on People. The Permanente Journal; 16;28(3):195-199. doi: 10.7812/TPP/24.125. Epub 2024 Sep 13. PubMed PMID: 39267443; PubMed Central PMCID: PMC11404654.

Wolf JA, Bhalla V, Carlson B, Carron J, Dixon L, Oehlert JK, Oliver BJ (2024). Investing in the Bottom Line: The Value Case for Improving Human Experience in Healthcare. Patient Experience Journal; 11(1);14-20. https://doi.org/10.35680/2372-0247.1938.

Mai H, Ahmad J, Oliver BJ. (2025). Understanding Patient Experience Through Narrative Complaint Analysis: A Mixed Methods Study in a Rural Academic Health System. Patient Experience Journal; 12(3):120-130. doi: 10.35680/2372-0247.2051.

Clark KSB, Manohar N, Ahmad J, Oliver BJ (2024). Positive Deviance Theory: Leveraging Compliments Data to Guide Strategic Planning for Patient Experience Improvement in a Large Rural Health Care System. The Permanente Journal: 16;28(3):223-233. doi: 10.7812/TPP/24.008. Epub 2024 Sep 9. PubMed PMID: 39246029; PubMed Central PMCID: PMC11404630.

Clark KSB, Rudell E, Setiadi D, Arrawal T, and Oliver BJ (2024). Beyond Shared Decision-Making: Integrating Coproduction, Learning Health Systems, Artificial Intelligence, and Workforce Development for Patient-Centered Care. The Permanente Journal; 23:157.