Join | Print Page | Contact Us | Your Cart | Sign In | Register
Member Spotlight - September 2016
Share |

Bryanna Gallaway


Director, Service Excellence
Stanford Health Care
Palo Alto, CA

As the Director of Service Excellence at Stanford Health Care, Bryanna's role includes the strategic development and deployment of patient satisfaction data collection and performance improvement initiatives related to that experience data. Her professional passion is improving the human experience through partnership building, problem solving and continuous culture change. Bryanna is driven and inspired to create a positive impact on the patient, family, and colleague experience through design thinking and process improvement, empathy and compassion training, servant leadership and team development and collaboration across national patient experience and healthcare leadership communities.

WHAT IS YOUR MOST SIGNIFICANT ACCOMPLISHMENT IN YOUR ROLE?

I am very proud of the work I do for and with our patients, families, and staff. In particular, I am thrilled with the success of a few programs I developed and/or enhanced over the past couple of years…

  • Annual C-I-CARE Patient Experience Week – 3 years and counting! 
    • 5 days of events across 9 campuses (Open House Fair, Trivia, Story Telling Workshop, C-I-CARE Movie Premier, Compassion Challenge)
    • 30,000 pieces of C-I-CARE Patient Experience Week Flair (C-I-CARE Badge Clips, Compassion Challenge Cards, and Vis Wall Magnets)
  • Engaging Empathy Program
    • 800+ Stanford staff completed program
    • Defining Empathy through video and discussion
    • Participants conduct Empathy Mapping in the hospital with a debrief of observations and techniques after the exercise
  • Real Time Feedback
    • Facilitated and Non-Facilitated feedback captured from patients and family at the time of visit or stay. This feedback is used to supplement or replace official patient satisfaction surveying processes.
    • The feedback is routed to the operational leadership and recognition or service recovery is delivered real time.
    • Facilitated feedback are empathetic interviews conducted by Patient and Family Partners. Non-Facilitated feedback is collected using Press Ganey Point of Care and customized tool developed for Stanford.
  • C-I-CARE Site Visits
    • Sharing our successes and challenges with our community of patient experience colleagues
    • Direct experience participating in C-I-CARE Management Rounds, review of infrastructure and tools, and feedback discussion
  • This past year we focused on the development of a stellar Service Excellence Team which supports the entire Stanford Network. Recruiting for top notch patient experience champions is challenging and yet fulfilling.
  • Finally, I feel very accomplished in joining one of the earliest cohort of leaders to achieve the credential of Certified Patient Experience Professional (CPXP) from the Patient Experience Institute.

WHAT IS THE BIGGEST CHALLENGE YOU ARE CURRENTLY FACING?

Transition! We have new leaders in the C-Suite and new team members on the front line, together learning about the organization and bringing new perspectives to our work. This creates an exciting and delicate environment of change.

WHAT ARE YOUR VIEWS ON THE FUTURE OF PATIENT EXPERIENCE?

Focus on Data and Stories! The Service Excellence team is partnering with departments across Stanford to bring life to patient and staff satisfaction data, not only through focused improvement efforts, but also inspiring change through creative connections to the patient family, and employee voice.

We are focusing improvement efforts through front line “A3 Thinking” on key priority indices identified by our patient satisfaction data. A few examples of the priorities for this year include addressing emotional needs of patients, comfort of the waiting and in-room environments, and communication with family members.

Our inspiration efforts are planned to include activities such as Empathy Mapping, storytelling forums, Service Spotlight recognitions, sharing patient letters, and immersion experience training for Stanford leaders and staff.

WHAT DO YOU DO FOR FUN WHEN NOT WORKING?

In addition to my work at Stanford Health Care, I remain active in many local and national healthcare organizations, such as the American College of Healthcare Executives (ACHE) and the California Association of Healthcare Leaders (CAHL), the Women Health Care Executives (WHCE), and the Stanford Health Care Patient and Family Advisory Board. I am currently serving as Chair of the Higher Education Network Committee for the CAHL Board of Directors, and President of the WHCE Board of Directors.

Aside from professional activities, I very much enjoy time with my husband and friends in wine country, attending music festivals, crafting with pretty papers and fabrics, and hosting themed parties and dinner events.

WHY DID YOU JOIN THE BERYL INSTITUTE?

I am a Beryl Institute Lifer! I am the Patient Experience!

The Beryl Institute offers an incredible space for learning, networking, and driving improvement in the patient and family experience. Its resources, conferences, and members are all committed to shared values (Accessibility, Agility, Innovation, Inclusivity, Collaboration) and shared opportunities (Engagement, Culture, Transparency, Leadership, Patient & Family Partners, Environment, Access, Compassion Fatigue).

The Beryl Institute team makes it easy to engage and connect with innovative improvements and best practices. The team creates a fun and warm environment for information sharing, idea generation, and implementation support. Conferences and webinars now feel like a reunion with my favorite friends and patient experience heroes.

Stay Connected

Sign up for our informative series of monthly e-newsletters from The Beryl Institute.

The Beryl Institute
3600 Harwood Road, Suite A
Bedford, TX 76021
1-866-488-2379
info@theberylinstitute.org