JUNE 2012 MEMBER SPOTLIGHT
Manager, Patient Experience
Cynthia is responsible for enhancing the patient experience throughout the hospital system (50 hospitals). She works directly with the corporate office and facilities to identify areas of improvement as well as best practices to share with sister facilities.
WHAT IS YOUR MOST SIGNIFICANT ACCOMPLISHMENT IN YOUR ROLE?
Helping people realize that the patient experience is more than customer service. It is positive attitudes and an engaging culture that is pervasive through each organization.
WHAT IS THE BIGGEST CHALLENGE YOU ARE CURRENTLY FACING?
Making an impact on 50 hospitals and thousands of employees across the country!
WHAT ARE YOUR VIEWS ON THE FUTURE OF PATIENT EXPERIENCE?
There will be continued demands and time pressures placed on staff; patients will have to adjust expectations. More of an emphasis will be placed on staff teaching patients how to take care of themselves and be more participative in their care.
WHAT DO YOU DO FOR FUN WHEN NOT WORKING?
I am very involved in my church; I love to read and garden.
WHY DID YOU JOIN THE BERYL INSTITUTE?
The Beryl Institute provides resources in one accessible place. Not only is the information cutting-edge, it is from multiple sources. There are opportunities to brain-storm and discuss new ideas.