APRIL 2012 MEMBER SPOTLIGHT
Nancy Jo Henkes
Director of Customer Relations
Lakewood Health System
Nancy is Director of the Customer Relations department, which handles all concern investigations and resolutions with the customer. All of the data processes regarding patient satisfaction are created and handled in her office. She teaches patient satisfaction data interpretation so departments can hear the ‘voice of the customer’ and make the numbers come alive!
Additionally, she oversees internal electronic surveying, which monitors internal satisfaction between departments. She also assists with initiatives throughout the organization through training and education.
WHAT IS YOUR MOST SIGNIFICANT ACCOMPLISHMENT IN YOUR ROLE?
Early in this role a lot of focus centered setting up a database that was functional across all areas of the facility. This database is used to track customer concerns and capture the voice of the customer. Later, one major accomplishment was the implementation of a Patient Care Journal. Currently, I am training to be a performance improvement leader within the organization through lean training. The most the rewarding accomplishment has been coaching each of my employees to the top performance on employee engagement survey within the organization. .
WHAT IS THE BIGGEST CHALLENGE YOU ARE CURRENTLY FACING?
With the direction healthcare is headed we all need to be focused on why we went into this business, to care for the patient. Everyone has a role in that journey, and getting everyone to be continuously engaged across the organization is paramount for success. By getting the emphasis on respecting the customer and having efficient processes, we will gain exceptional customer experiences and solid quality. A system that fosters a culture that focuses on patients and their expectations will now stand out above the rest in this world of transparency.
WHAT ARE YOUR VIEWS ON THE FUTURE OF PATIENT EXPERIENCE?
"YOU MUST TAKE THE TIME TO LISTEN”….with an empathetic ear, you can hear what is needed and expected from customers. In the competitive world of healthcare, we must take the time to listen and we should be honored to care for each individual. By understanding what makes a patient loyal, accepting transparency, and making certain your processes are efficient, you will build your brand and drive marketing bigger than any billboard you can create.
WHAT DO YOU DO FOR FUN WHEN NOT WORKING?
You will find me riding my Harley Davidson around the lakes with my friends, visiting with my wonderful mother, listening to satellite radio, playing with my dog, "Hank” or sitting by a campfire. I attend many sporting events and music concerts in Minneapolis.
WHY DID YOU JOIN THE BERYL INSTITUTE?
It is one organization that has focus on the right thing, the patient and their experience. All the members are quality people with the passion for making a difference in their organization.