As the Director of Patient Relations and Service Excellence, Lisa is in charge of oversight and accountability for the Grievance Management process, Service and Patient Experience initiatives, Volunteer Resource Department and VIP program. She heads the strategic vision for evolving the programs.
WHAT IS YOUR MOST SIGNIFICANT ACCOMPLISHMENT IN YOUR ROLE?
I developed and implemented service standards, and I created and copyrighted a Service Standards Manual. I developed "At Your Service” volunteer program. I also developed mandatory service standards training house-wide—oversight for training completion of over 4,000 employees and medical staff. In addition, I have< developed a Service Council and Grievance Committee.
WHAT IS THE BIGGEST CHALLENGE YOU ARE CURRENTLY FACING?
Resourcing our department to allow us to engage at all levels by establishing patient experience teams, data experts and patient experience focus is serious as quality initiatives.
WHAT ARE YOUR VIEWS ON THE FUTURE OF PATIENT EXPERIENCE?
I believe the future for providing a high quality patient experience is grounded in full organizational buy-in to the value of the experience in the outcomes of the patients and the financial stability of organizations. As consumers provide information about needs and expectations, organizations must respond and build a structure to support the current and future state.
WHAT DO YOU DO FOR FUN WHEN NOT WORKING?
I enjoy spending time bike riding with my three daughters and going to the beach. I love cheering on at the girls' softball games. I also enjoy hiking with the dog and spending quality time with my family.
WHY DID YOU JOIN THE BERYL INSTITUTE?
I joined The Beryl Institute because of the forward thinking. The patient experience topics are great.