AUGUST 2012 MEMBER SPOTLIGHT
Jim B. Kirkbride
Director of Support Services - Redmond/Prineville Campuses
St. Charles Healthcare System
In Jim's role as Director of Support Services he is the senior executive with oversight of all non-nursing departments located at both campuses including Radiology, Laboratory, Rehab, RT, Pharmacy, Dietitian, Cafeteria, EVS, Laundry and Facilities as well as Caregiver/Customer satisfaction/patient experience. He is the hospital liaison to system functions related to project/capital purchases, value analysis, clinical system cabinet and finance system cabinet. He is also the hospital liaison in the community for healthcare education, PR and county/city planning.
WHAT IS YOUR MOST SIGNIFICANT ACCOMPLISHMENT IN YOUR ROLE?
My most significant accomplishment was consolidation of all support division department managers at each campus to a single manager for both. I was able to do so through positive affirmations, direct oversight and effective coaching. It doesn’t hurt that I have a group of rock star managers!!! Also, formation of the CSI-Prineville & Redmond team (customer satisfaction initiative – we investigate customer concerns!!!).
WHAT IS THE BIGGEST CHALLENGE YOU ARE CURRENTLY FACING?
Our system approach to caregiver/customer satisfaction/patient experience is fragmented among the three campuses and does not move at a pace that adequately keeps up with the enthusiasm our local teams have generated. However, improvements are in the works with a new dedication of system focus.
WHAT ARE YOUR VIEWS ON THE FUTURE OF PATIENT EXPERIENCE?
We have experienced many small successes in one hospital or another. It is exciting knowing more will come. As we roll out each new customer focused tool, the conversation/buzz/enthusiasm it creates is extremely satisfying.
WHAT DO YOU DO FOR FUN WHEN NOT WORKING?
I am a Babe Ruth umpire. My hobbies include wood/crafts, old cars and stand-up comedy. I am a very amateur comedian with a great healthcare act, and I would love to perform at one of The Beryl Institute's events!!! I enjoy travelling with my wife as well as riding ATVs and boating.
WHY DID YOU JOIN THE BERYL INSTITUTE?
The Institute's reputation in the customer service market was one reason I joined. I also joined because of the variety of methods and theories and the education opportunities.