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Member Spotlight - July 2012
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JULY 2012 MEMBER SPOTLIGHT

Jerry Plows

Relationship-Based Care Coordinator and                                                      
Assistant Director of Volunteer Services and Guest Relations
Faxton St. Luke’s Healthcare
Utica, NY

With Jerry's dual role, he overlooks multiple facets of the organization. Most importantly, he overlooks the patient care delivery model, Relationship-Based Care (RBC). They took an interdisciplinary approach as every discipline is represented at the table looking at how to better the patient experience. They have 76 unit practice councils that Jerry coordinates to ensure RBC is thriving throughout the entire organization. In his other role of Guest Relations, Jerry currently rounds, along with two other individuals, with all new admissions to ensure their stay is going well.

 

WHAT IS YOUR MOST SIGNIFICANT ACCOMPLISHMENT IN YOUR ROLE?

Since I have taken my role, we have made great strides within the organization. By no means am I taking credit for our successes as I have learned that it truly takes a village. We are seeing significant increases in our HCAHPS scores as well as our patient comments. Currently Sue Warwick, Director of Volunteer Services and Guest Relations, and I create a Taxonomy of the patient comments to trend what our patients are saying. This was a great technique that was shared with us by Brian Jones from The Table Group Consulting Partners. We share this with Nursing as I sit on The Nursing Executive Committee and with Support Services as I sit on a group formed to focus on HCAHPS and our patient’s environment.


WHAT IS THE BIGGEST CHALLENGE YOU ARE CURRENTLY FACING?

Our biggest challenge is ensuring that we are on the right track as the nation’s healthcare transitions into value based purchasing. I tell staff though that this is not about the dollar; it’s about our patients telling us that we can do better. Being that RBC is a focus on three relationships, the patient and family at the center of all we do, the relationship with self and the relationship with colleagues, it is our duty to ensure that their experience is the very best it can be!


WHAT ARE YOUR VIEWS ON THE FUTURE OF PATIENT EXPERIENCE?

We are very good here at celebrating "Moments of Excellence," and I feel with our recent success in increasing our patient satisfaction the UPCs and the organization will take that momentum and run with it. Great things will come of it, I am sure. You can feel the ground swelling underneath us with enthusiasm and excitement about making a change for the better!


WHAT DO YOU DO FOR FUN WHEN NOT WORKING?

I am a dad to 3 girls, ages 11, 7 and 3 and happily married for 12 years so I love family time. Whether it’s at home for a movie or a trip to the Fly Creek Cider Mill, I love my time with them. I am also a trained vocalist so I perform with the local church, at weddings and such just to enjoy my passion. I do tell everyone though that this is my dream job! Sixteen years ago my mother passed away in our emergency room when I was 16. From that day, I just wanted to do more in life. So here I am making a difference one patient at a time, bettering our community and supporting an excellent organization!


WHY DID YOU JOIN THE BERYL INSTITUTE?

I heard great things about The Beryl Institute, and I attended this year’s conference with colleagues. Matt Marchbanks, General Manager of Nutrition Services, has shared wonderful things about the Institute, and I am proud to be a member. It is but another tool to use in order for us to be successful on our journey to excellence.

 

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