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Member Spotlight - April 2014
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Stephanie Frederick

Rhonda Ramos


Patient Experience Manager
Hanover Hospital
Hanover, Pennsylvania
In her role of Patient Experience Manager, Rhonda is responsible for strategic development, planning, implementation, evaluation and oversight of the Patient Experience Initiative and all related programs, strategies, initiatives, policies and procedures at Hanover Hospital. She leads the patient care experience function for the organization and drives its success in patient care experience and related metrics. She also provides strategic direction and training to all staff and manages all efforts to ensure highest patient and family satisfaction.

WHAT IS YOUR MOST SIGNIFICANT ACCOMPLISHMENT IN YOUR ROLE?

I launched (and currently chair) the Patient Experience Steering Council in 2012. I worked with VPHR to create and administer 20 educational sessions (2 hours each) in the spring of 2013 for all staff, physicians and volunteers. I also developed organizational Standards of Performance and the FOCUSED Award.

WHAT IS THE BIGGEST CHALLENGE YOU ARE CURRENTLY FACING?

I find the biggest challenge is implementing change through process improvement initiatives and also developing a formal Service Recovery Program.

WHAT ARE YOUR VIEWS ON THE FUTURE OF PATIENT EXPERIENCE?

The Patient Experience is mission critical to any healthcare organization. With all the changes in CMS reimbursement, it is essential that we align our efforts to ensure a positive experience for every patient every time. However the bottom line remains the same: it’s just the right thing to do.

WHAT DO YOU DO FOR FUN WHEN NOT WORKING?

I enjoy being a mommy to our first child, a daughter, who was just born on April 12! I also enjoy traveling with my husband, cooking (and eating!) ethnic foods and scrapbooking.

WHY DID YOU JOIN THE BERYL INSTITUTE?

I am the only person within my organization’s Patient Experience department. I wanted a way to network with others who do what I do and also to have access to all the excellent resources that the Institute has to offer.

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