JANUARY 2012 MEMBER SPOTLIGHT
Baptist Health Care Leadership Group
Katie provides oversight and management of a consulting practice that works with clients across the country to create patient-centered excellence. Katie also serves as an ambassador for the culture that has propelled Baptist Health Care to achieve world class patient experience results for almost two decades. She leads the Baptist Leadership Group team in providing service and performance excellence coaching, training and best practices to hospitals and health systems across the country.
WHAT IS YOUR MOST SIGNIFICANT ACCOMPLISHMENT IN YOUR ROLE?
Our clients perform on average in the 72nd percentile with HCAHPS and serving as the lead author for BLG’s HCAHPS Imperative for Patient-Centered Excellence Book
WHAT IS THE BIGGEST CHALLENGE YOU ARE CURRENTLY FACING?
Helping health care leaders to manage the ever increasing competing priorities and refocus on the patient.
WHAT ARE YOUR VIEWS ON THE FUTURE OF PATIENT EXPERIENCE?
We have to work to "re-sensitize” our front line staff, physicians and leaders to putting the patient first. That involves proactively placing the patient at the center of our work and managing what they see, experience and feel when we have the privilege of caring for them.
WHAT DO YOU DO FOR FUN WHEN NOT WORKING?
I enjoy reading to my 5 year old daughter Isabelle.
WHY DID YOU JOIN THE BERYL INSTITUTE?
The mission of the Beryl Institute is very aligned to both Baptist Health Care and our Baptist Leadership Group. Our organizations share a common goal to improve the quality of the patient experience regardless of all possible obstacles.