The Patient Experience Genome®
It represents the complete genetic code of exceptional patient experience!
Just as Biological DNA carries the genetic code that builds and sustains human life –
The IPEXS DNA™ contains the essential structure that builds, measures, recognises and sustains Patient Experience Excellence:
- Backbone = Leadership, Governance, Systems and Structure
- Base Pairs = Values paired with Behaviour
- PX Genes = Repeatable Patterns of Care
- PX Genome = The Whole Patient and Family Experience across all journey touchpoints
By defining the IPEXS framework as a Patient Experience Genome®, hospitals, clinics and regulators a clear, scientific-style explanation:
- IPEXS is not a checklist!
- It is the complete genetic code of exceptional patient experience!
IPEXS2026 Sets the Global Benchmark
Every organisation has a unique culture, service model, and way of delivering care — but outstanding patient experience is never accidental. It is created through the right “genetic code” of behaviours, systems, processes, and values working together.
The IPEXS DNA Framework captures this reality. It is built around 12 interconnected DNA Strands, each representing a critical dimension of world-class patient experience. Like biological DNA, the strands work in pairs, interlinking and strengthening each other to form a complete, reliable, repeatable system of excellence.
This is not a traditional checklist. It is a living organisational genome that reveals strengths, exposes risk, and identifies the exact interventions needed to transform patient experience at scale.
- The world’s first measurable, certifiable Patient Experience Standard;
- Defines clear criteria and multi-level performance certification;
- Enables global benchmarking and verified organisational recognition;
- Establishes accountability, comparability, and continuous improvement
worldwide.
“Defined. Measured. Certified. Benchmarking the future of Patient Experience.”
IPEXS2026 – Essentials Edition
- Created for smaller healthcare organisations seeking local credible Recognition and Certification
- Same trusted principles of full Standard, just fewer requirements.
- Streamlined, practical, and achievable.
- The first step toward international recognition.
- A clear, supported pathway to IPEXS certification and global benchmarking.
“Accessible. Achievable. Aligned with global excellence.”
What Makes the IPEXS DNA Framework Unique?
1. First Global Patient Experience Framework Built as a “Genome”
IPEXS replaces linear tick-box models with a true systems-based approach. The DNA structure shows how culture, communication, safety, empathy, access, clinical coordination and leadership connect — making root-cause issues visible in ways existing models cannot.
2. Designed for All Types of Organisations
Whether you are a hospital, private clinic, dental centre, day surgery, imaging centre, GP practice, or specialist provider, the DNA structure adapts perfectly. It is universal, scalable, and globally applicable.
The Role of BSI
- BSI elevates IPEXS2026 from a framework to a globally recognised standard of trust;
- Its independent verification ensures that every certified organisation meets the same level of rigour, transparency, and integrity — anywhere in the world;
- This milestone transforms PX from a subjective perception into an objective,
auditable measure of excellence - BSI certification validates leadership, credibility, and global comparability — not
just compliance;
IPEXS2026 – Performance, Certification & Recognition
Section
No. of Questions
Points Allocated
Section 1: Vision and Integrity
20
80
Section 2: Voice and Partnership
29
80
Section 3: People and Culture
30
80
Section 4: Clarity and Trust
26
80
Section 5: Space and Safety
19
80
Section 6: Connection and Journey
31
80
Section 7: Respect and Compassion
19
100
Section 8: Insights and Evidence
22
80
Section 9: Fairness and Belonging
17
80
Section 10: Innovation and Inclusion
28
80
Section 11: Learning and Improving
16
80
Section 12: Access and Efficiency
25
100
Total
279
1000
Section
No. of Questions
Points Allocated
Section 1: Vision and Integrity
20
80
Section 2: Voice and Partnership
29
80
Section 3: People and Culture
30
80
Section 4: Clarity and Trust
26
80
Section 5: Space and Safety
19
80
Section 6: Connection and Journey
31
80
Section 7: Respect and Compassion
19
100
Section 8: Insights and Evidence
22
80
Section 9: Fairness and Belonging
17
80
Section 10: Innovation and Inclusion
28
80
Section 11: Learning and Improving
16
80
Section 12: Access and Efficiency
25
100
Total
279
1000
% of Points Awarded
Explanation
<55% – Emerging
Organisations at this level are in the early awareness stage of patient experience maturity, demonstrating initial understanding but lacking consistent structures, leadership alignment, and embedded practices.
55 – 70% – Foundational
Basic systems and processes exist but are inconsistent and reactive. Patient experience is not yet embedded as a core priority.
71 – 80% – Evolving
Clear policies, resources, and cultural alignment are in place, demonstrating measurable improvement in patient experience delivery.
81 – 90% – Trusted
Patient experience is fully integrated across care delivery, earning consistent trust from patients, families, and staff.
91 – 100% – Compassionate Excellence
The organisation sets a benchmark for global best practice, delivering human-centred care with compassion.
