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Member Spotlight - September 2016
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Bryanna Gallaway


Director, Service Excellence
Stanford Health Care
Palo Alto, California

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…

  • The Annual C-I-CARE Patient Experience Week has been running 3 years and counting! We celebrate with 5 days of events across 9 campuses, including activities such as an Open House Fair, Trivia, Story Telling Workshop, C-I-CARE Movie Premier and a Compassion Challenge. Each year we gift over 30,000 pieces of C-I-CARE Patient Experience Week Flair to our patients, families and staff.
  • The Engaging Empathy program has touched over 800 staff, who have learned through video and discussion what empathy is all about, and have gained perspective and skill building through an Empathy Mapping exercise throughout the hospital.
  • Stanford’s Real Time Feedback has grown and expanded over the years, now including both facilitated (empathy interviews conducted by Patient and Family Partners) and non-facilitated (electronic survey capture) feedback collection from patients and families at the time of visit or stay. This feedback is used to supplement official patient satisfaction surveying and is routed to operational leaders for recognition, service recovery, and improvement opportunities.
  • Stanford has hosted many C-I-CARE Site Visits, where our community of patient experience colleagues learn about our patient experience and service initiatives and infrastructure through direct participation in C-I-CARE Management Rounds, review of tools and standards, and discussion of feedback and observations throughout the visit.
  • 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.

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