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Member Spotlight - October 2015
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Sheila K. Stevens


Patient Experience Coordinator
Mayo Clinic
Rochester, Minnesota
In her role, Sheila along with other staff from Mayo Clinic's Office of Patient Experience works hard to assist clinicians to enhance the patient experience. In addition to listening to the voice of the patient through various venues including surveys, Patient Family Advisory Councils and directly at the frontlines, they provide consultations and trainings to providers and allied health staff. Sheila's skill set is in developing curriculum and facilitating trainings in topics such as Motivational Interviewing, Empathic Communication, Service Delivery and Service Recovery.

WHAT IS YOUR MOST SIGNIFICANT ACCOMPLISHMENT IN YOUR ROLE?

We have gone through so many changes in the past year, and it has been challenging as well as exciting. We completed a pilot program to train service recovery strategies to four specialty areas at Mayo Clinic. We recently analyzed our feedback and are now making plans to roll out our training throughout the institution. We learned so much from our pilot and received much positive feedback. Our pilot training was a huge accomplishment!

WHAT IS THE BIGGEST CHALLENGE YOU ARE CURRENTLY FACING?

Mayo Clinic encompasses several locations, and we are currently trying to implement consistency with our processes at an enterprise level. Because each site is so different, we sometimes are met with unintended consequences from our efforts. Nevertheless, it is exciting to learn from each other, work through the challenges, and make a lot of friends in the process. We know that standardizing our processes throughout the enterprise is the right thing to do.

WHAT ARE YOUR VIEWS ON THE FUTURE OF PATIENT EXPERIENCE?

There is so much potential for the future. We are looking at way-finding apps, easier access for our patients, tools to assist clinicians in enhancing the patient experience and expanding our patient experience into our community with a plan for a destination medical center. Exciting stuff!

WHAT DO YOU DO FOR FUN WHEN NOT WORKING?

I attend a fun, monthly book club with a wonderful group of friends, enjoy dining out with my husband and look forward to weekends when I am able to visit my two daughters at college.

WHY DID YOU JOIN THE BERYL INSTITUTE?

I feel blessed to be a member of such an amazing group, and I look forward to conferences and networking with others who share the same vision and passion for patients.

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