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Member Spotlight - January 2016
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Kim Pedersen


Administrative Director of Patient Relations
Marianjoy Rehabilitation Hospital
Wheaton, Illinois
In her role, Kim advocates for improving the patient and family experience and to support patients, families and the staff serving them.

WHAT IS YOUR MOST SIGNIFICANT ACCOMPLISHMENT IN YOUR ROLE?

When I first started at Marianjoy there was no patient advocate role, mostly upset families calling the President’s office. I advocated for this role, made a case to lead it and then developed it from scratch. I was driven by the immense need I saw for the patient "to be heard.”

WHAT IS THE BIGGEST CHALLENGE YOU ARE CURRENTLY FACING?

I really feel that it’s about supporting and coaching our line staff to manage those patient/family interactions on a daily basis. They need and deserve the skill sets and tactics to help them build strong, trusting relationships with their patients right from the start.

WHAT ARE YOUR VIEWS ON THE FUTURE OF PATIENT EXPERIENCE?

I am really excited about the future because even though the medical arena is ever changing and in flux, I feel the "wave” building that will soon touch all care providers and change the culture of how we interact and advocate for those in need. We’re shaking off old paradigms. It’s the patient’s time now!

WHAT DO YOU DO FOR FUN WHEN NOT WORKING?

I love to volunteer and do so for varied organizations like the Red Cross, Salvation Army, various overnight shelters, Habitat for Humanity to name a few. When Katrina hit I went to New Orleans and ran a shelter for several weeks. Then 4 years later I spent a summer vacation there doing habitat work. I am awed and inspired by the amazing spirit of the people I have met along the way.

WHY DID YOU JOIN THE BERYL INSTITUTE?

I am obsessed with the work of this great organization. I want to continue to be part of the wave and know that I have been a part of influencing and changing the face of healthcare for all of us.

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