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Member Spotlight - July 2013
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July 2013 MEMBER SPOTLIGHT

Paul WestbrookPaul Westbrook 


Vice President, Patient Experience
Inova Health System
Falls Church, Virginia

As Vice President of Patient Experience, Paul is primarily accountable for leading the development of the system/process for service performance improvement at Inova Health System. He develops and deploys the patient experience culture and strategic plan, while advising and consulting with senior leadership on patient experience issues. He is also responsible for developing systems to optimize best practice sharing, and he creates messaging and communication about patient experience both internally and externally.


WHAT IS YOUR MOST SIGNIFICANT ACCOMPLISHMENT IN YOUR ROLE?

I developed a three-year strategic plan for patient experience with senior leadership engagement and alignment, and created infrastructure to support patient experience efforts. This included: Hiring Patient Experience Leaders for each facility to drive HCAHPS performance improvement efforts and to provide coaching around the patient experience; developing a Patient Experience Champions program that identifies staff to serve as peer coaches, to energize the service culture on their units and to lead unit-based service initiatives in support of the Patient Experience Leaders; and developing a SharePoint site called TouchPoint, that has been developed and deployed to accelerate adoption of proven strategies and tactics by facilitating best practice sharing among the facilities. Finally, I established a Patient Experience Advisory Board comprised of community members.

 

WHAT IS THE BIGGEST CHALLENGE YOU ARE CURRENTLY FACING?

The biggest challenge we are facing is cultural transformation, and specifically, creating the necessary infrastructure to reinforce culture change.


WHAT ARE YOUR VIEWS ON THE FUTURE OF PATIENT EXPERIENCE?

Improving the patient experience will continue to be challenging in the future. Balancing the priorities for service and cost reduction and efficiency, as well as maintaining employee engagement in the midst of rapid change are keys as we move forward.


WHAT DO YOU DO FOR FUN WHEN NOT WORKING?

I enjoy gardening with my wife, spending time with my granddaughter, and exercising so I can enjoy great food and wine.


WHY DID YOU JOIN THE BERYL INSTITUTE?

I joined The Beryl Institute because of the invaluable resources it offers for learning, benchmarking, and networking. 


Paul is a member of The Beryl Institute's Executive Board.

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