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Member Spotlight - September 2012
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SEPTEMBER 2012 MEMBER SPOTLIGHT

Joy Burch

Patient Experience Officer                                 
Aultman Hospital
Canton, OH

Joy is responsible for the patient satisfaction reporting on HCAHPS as well as staff education. She is also responsible for customer service and acts as an internal consultant to managers.

 

 

 

 

 

WHAT IS YOUR MOST SIGNIFICANT ACCOMPLISHMENT IN YOUR ROLE?

Working on customer service project with our service statement, 10 behavior standards with expectations created by employees to mirror the standards and accountability standards created by the managers with the use of performance evaluations with a completion date of December 2012.

WHAT IS THE BIGGEST CHALLENGE YOU ARE CURRENTLY FACING?

The biggest challenges have been consistency in HCAPHS scores, staff engagement and accountability.

WHAT ARE YOUR VIEWS ON THE FUTURE OF PATIENT EXPERIENCE?

I believe we need to improve and sustain excellent customer service through caring human relationships with all the employees at the hospital. Changing the present culture and sustaining it will be necessary for the future.

WHAT DO YOU DO FOR FUN WHEN NOT WORKING?

I love to travel and entertain. I enjoy swimming and boating. I am also involved in church activities.

WHY DID YOU JOIN THE BERYL INSTITUTE?

After researching the available data, I felt this was the best educational and networking opportunity.

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