|Member Spotlight - February 2011|
FEBRUARY 2011 MEMBER SPOTLIGHT
Senior Director, Patient and Resident Experience
WHAT ARE YOUR KEY RESPONSIBILITIES?
My career has been focused on patients and families since I started delivering trays at age 16 at my local community hospital.As a registered dietitian, I have worked in the health care industry for the past 28 years moving from pure clinical nutrition to management of systems and processes. My career with Sodexo has allowed me to have many different jobs, but always in health care and always focused on patients, families, and caregivers.
current role as the Senior Director of the Patient and Resident Experience
allows me to provide leadership, research, design and development, training,
communication, and implementation of Human Resources Operating Systems to
enable cultural transformation within the Health Care Division consistent with
the promise: "Patients and Residents are the heart of everything we
do" and Sodexo's CARES (Compassion, Accountability, Respect, Enthusiasm,
and Service) Behaviors. Some key responsibilities include:
WHAT HAS BEEN YOUR MOST SIGNIFICANT ACCOMPLISHMENT IN YOUR CURRENT ROLE?
Research, design, and coordinate field testing of Human Resources tools to support/enable a focus on Patient and Resident Experience on a national basis to include:
WHAT IS THE BIGGEST CHALLENGE YOU ARE CURRENTLY FACING?
Continuing to innovate and implement best practices throughout a large decentralized national organization. The Health Care Division of Sodexo is a large complex organization where consistent implementation of tools and practices can be difficult. I work through a network of Area and District Culture Champions as well as Executive Leadership to ensure that the culture remains robust and ever improving.
WHAT ARE YOUR VIEWS OF THE FUTURE IN ADDRESSING PATIENT EXPERIENCE?
Increased employee engagement and attention to the needs of patients and families will continue to improve patient outcomes while hospitalized, but also post-discharge, ensuring that patients have the understanding they need to continue their recovery process.
Patient Experience is a focus on what patients and families need from their
health care partner, and, when those needs are met, HCAHPS scores will follow.
Health Care organizations must think more of providing an outstanding care
experience, not just on how they will be scored in a third party survey.
Patients and families know when caregivers are sincere in our care for them as
individuals and are not trying to predict how they will score the organization.
WHAT DO YOU DO FOR FUN WHEN NOT FOCUSING ON THE PATIENT EXPERIENCE?
I love to travel. My favorite travels involve exploring and understanding different cultures as well as eating great food! I also enjoy recreational day hiking.
WHY DID YOU CHOOSE TO BECOME A MEMBER OF THE BERYL INSTITUTE?
The Beryl Institute provides me with insight and information on the newest advances in designing and delivering outstanding patient experiences. I look forward to networking with some of the most creative thought leaders in the health care industry.