|Member Spotlight - May 2015|
Corporate Director, Patient and Family Experience and Community Engagement
St. Joseph's Health Centre
In his role, Walter leads a department that is responsible to meet the three strategic priorities of the organization with a core accountability to delivering an exceptional experience for their patients, families and the community. His department enables their people to be the best, collecting data that is relevant and actionable, thinking innovatively about the physical space, meeting budget goals while seeking revenue opportunities and forming valued partnerships with the community, families and patients.
WHAT IS YOUR MOST SIGNIFICANT ACCOMPLISHMENT IN YOUR ROLE?I’ve been with St. Joe’s for 6 months having moved from another health organization. In the 3 years I have been in this industry I have been fortunate to build ‘a brand’ that my present organization feels aligns with their future strategy and goals.
WHAT IS THE BIGGEST CHALLENGE YOU ARE CURRENTLY FACING?Being to new the role; understanding the culture and how patient experience is perceived, delivered, measured as well as what is the action planning framework to reinforce the ‘did wells’ and improve upon the ‘opportunities’. In the end, ‘it takes a village’ and we all must be aligned and united.
WHAT ARE YOUR VIEWS ON THE FUTURE OF PATIENT EXPERIENCE?I believe the patient experience should be a ‘habit.' What I mean by this – is should part of the organization culture’s in ‘how we do things around here.’ This means alignment of share of mind, processes, systems, performance management, financial stewardship and teamwork to deliver consistently on the patient experience while partnering with patients and families ensuring we do "nothing about them, without them.”
WHAT DO YOU DO FOR FUN WHEN NOT WORKING?Spending time with my wife and 2 teen-aged children is precious. We love to travel, stay fit, golf, listen to music and watch movies. I love to read about leadership and leaders. Also, I’m a bit of the adventurous type: having zip-lined across Freemont Street in Las Vegas, and taken the ‘leap of faith’ in Atlantis, Bahamas (down a water slide at 60 mph per hour in a tube surrounded by sharks – talk about 3 seconds of pure rush!)
WHY DID YOU JOIN THE BERYL INSTITUTE?I have been a member for three years now. I align, as does my organization, with The Beryl Institute’s vision and mission. Also, I find great value in all the various publications, networking opportunities and webinars. The annual conferences are amazing, practical and help you connect with like-minded professionals whom have the same passion and objectives to achieve the patient experience for your organization.