|Member Spotlight - March 2015|
Chief Experience Officer
Massachusetts General Hospital
In his role, Rick leads the organization’s effort to continuously improve the patient experience across the continuum of care. He advocates for the patient and family perspective, including facilitating the work of Massachusetts General Hospital ’s (MGH) six (and growing!) Patient and Family Advisory Councils. He also oversees the MGH Referral Management Office, which seeks to provide an outstanding experience for our referring providers and their patients, as well as the organization’s Visitor Education Program and its Physician Leadership Training Program.
WHAT IS YOUR MOST SIGNIFICANT ACCOMPLISHMENT IN YOUR ROLE?My most significant accomplishment has been the development and execution of a three year service improvement strategy - with the support of senior management and all of MGH’s leaders and staff - that has resulted in sustained improvement in our patient experience metrics.
WHAT IS THE BIGGEST CHALLENGE YOU ARE CURRENTLY FACING?The biggest challenge is sustaining our initiatives, particularly our best practices, in a very challenging time for our staff and providers and finding new ways to support providers and staff in this work.
WHAT ARE YOUR VIEWS ON THE FUTURE OF PATIENT EXPERIENCE?Pay for performance programs in both the public and private sector have focused attention on our work – this will only increase and it will bring many opportunities to make things better for our patients and families. Our challenge is to work with our colleagues to fully integrate patient experience work into the other key initiatives in our organizations and in health care.
WHAT DO YOU DO FOR FUN WHEN NOT WORKING?Spending time with my family and rediscovering the world with my four year old son. I also enjoy taking weekend runs around Boston and traveling through New England.
WHY DID YOU JOIN THE BERYL INSTITUTE?First – I love to learn from others and am always hungry for new ideas. Second – many people I respect in our field are a part of The Beryl Institute. Third – like anyone else, I need to be inspired!