In her role, Marie is responsible for inspiring, promoting, supporting and ensuring patient and family centered care and service excellence. She reports on patient experience data to leadership and Board Committees and creates the process and standards throughout all service lines to increase the capture of patient feedback to ensure data driven improvements while incorporating patient preferences in our care delivery. This includes monitoring patient/family caregiver complaints and compliments, monitoring outbound calls to patients, assisting with responses to escalated patient concerns; standardizing service recovery, service excellence training and responding the VNA Way (Responding with HEARTT).
WHAT IS YOUR MOST SIGNIFICANT ACCOMPLISHMENT IN YOUR ROLE?
Implementing and Standardizing a service recovery model with a process for responding to patient/family concerns as well as implementation of patient relation software for documenting patient complaints and staff recognition which is used to guide data driven decisions for improvement. In addition, I am responsible for increasing capture of patients/family feedback across all service lines providing regular reporting on Patient Experience measures. With this, we have created dashboards for all service lines to monitor patient experience across the entire organization.
WHAT IS THE BIGGEST CHALLENGE YOU ARE CURRENTLY FACING?
Although we are able to learn so much from leaders in the industry by replicating many of the efforts that have been made from others focusing on patient experience initiatives, the challenge exists due to the fact that home health care is provided for patients, by staff in a decentralized model. Hospitals and other centralized organizations have the advantage of rolling out initiatives, and providing training at one site. These challenges will not prevent us from going from good to great as an organization; we will continue to find ways to keep our staff engaged because they are ALL the patient experience!
WHAT ARE YOUR VIEWS ON THE FUTURE OF PATIENT EXPERIENCE?
Our view of the future includes transformation of our organizational culture to include addressing every human interaction, internally and externally with compassion. Our vision includes the continuous support from the PX team for training, guidance and mentorship, to embed these standards into each caregiver within VNA Health Group. This will facilitate improved patient and staff experiences for improved outcomes within the organization and for patients in the communities we serve.
WHAT DO YOU DO FOR FUN WHEN NOT WORKING?
I enjoy family time with my husband and daughters and son in laws. I have two rescue dogs with incredible back stories. I enjoy the unconditional love these pets bring to my life. During my free time I enjoy traveling with my husband, bike riding, reading and the beach.
WHY ARE YOU A MEMBER OF THE BERYL INSTITUTE?
The Beryl Institute has provided support, guidance and inspiration through their community of knowledge sharing from organizational leaders all over the globe. I have had incredible experiences with each and every person I have had the opportunity to speak with. The Institute's community helped provide a platform, through connections with others, white papers and webinars for sharing and learning best practices.