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Member Spotlight - March 2014
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Dr. Julie A. Becker, DBA, RN


Vice President Patient and Family Experience
Wheaton Franciscan Healthcare
Glendale, Wisconsin
As a newly developed role, Dr. Becker’s responsibilities as Vice President of Patient and Family Experience include focusing on cultivating and maintaining long-term, collaborative relationships with key stakeholders and selected organizations to enhance the patient and family experience across the system. She believes the keys to success include developing and managing integrated strategies to align with organizational goals.

WHAT IS YOUR MOST SIGNIFICANT ACCOMPLISHMENT IN YOUR ROLE?

I recently completed my doctorate, and my position as a patient and family experience leader guided my study topic. My quantitative correlational study focused on the relationship between patient expectations and patient satisfaction. Interestingly enough, there was a positive correlation between meeting patient expectations and patient satisfaction. Additionally, a relationship was noted between previous hospital experiences and the level of satisfaction with current hospital experiences. My study illuminated a simple need; we should inquire in the pre-service time frame about patient expectations regarding the current services as well as inquire about historical perceptions of care as a means to identify individual expectations and improve satisfaction. It seems like such a simple thing, yet often health care providers do not ask these simple questions to identify patient expectations.

WHAT IS THE BIGGEST CHALLENGE YOU ARE CURRENTLY FACING?

I find the biggest challenge is changing a culture to one in which each employee embraces individual ownership for the patient experience. Because the patient and family experience is all encompassing, each touch point leaves an impression on the consumer. Only by collectively crafting a positive patient experience as an "all-in” expectation will the culture shift to continuous and consistent culture in which we support those we serve.

WHAT ARE YOUR VIEWS ON THE FUTURE OF PATIENT EXPERIENCE?

I believe the future for providing a high quality patient experience is grounded in full organizational buy-in to the value of the experience in the outcomes of the patients and the financial stability of organizations. As consumers provide information about needs and expectations, organizations must respond and build a structure to support the current and future state.

WHAT DO YOU DO FOR FUN WHEN NOT WORKING?

I live a few hours away from my two daughters and grandson, so the most meaningful fun for me is visiting them and sharing quality time with them. My passions lie in anything creative such as decorating, writing, repurposing items and cooking. Recently, I started to build my exercise routine around functional weight training which has taught me a lot about staying fit and healthy in a new way. Traveling is a wonderful acitivity and allows me to see new areas and discover unique little towns and shops, meeting new people along the way. I believe I can learn something from anyone I meet!

WHY DID YOU JOIN THE BERYL INSTITUTE?

I first discovered The Beryl Institute when I was completing my MBA in 2010. My final project was about the patient experience and in my research, I came across the Institute and found myself fascinated with the insightful information. To date, I speak often about the value of information available from The Beryl Institute as being research based and best-practice which is so important in the health care industry. A common question I ask others is, "Have you heard about The Beryl Institute?” If they have not, I make sure to encourage them to take the time to go to the website!

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