In his role, Brandon leads the experience of care improvement efforts across the Marshfield Clinic care experience continuum. These efforts include everything from strategic planning to individual coaching to experience data gathering/analysis/review and service recovery.
WHAT IS YOUR MOST SIGNIFICANT ACCOMPLISHMENT IN YOUR ROLE?
I am very proud to have been a part of Marshfield Clinic’s care experience accomplishments since accepting my role four years ago. Highlights of the clinic’s accomplishments would include enterprise wide experience training, a commitment to internal and external data transparency (external transparency is currently being deployed) and the introduction of a system wide patient experience performance metric as one component of an organization wide non-provider compensation incentive.
WHAT IS THE BIGGEST CHALLENGE YOU ARE CURRENTLY FACING?
The biggest challenge facing myself and Marshfield Clinic is sustaining cultural transformation. Specifically fully embracing the concept of patient/family/resident-centered care and recognizing that the most exceptional technical healthcare does not exist without those receiving the care perceiving it as exceptional.
WHAT ARE YOUR VIEWS ON THE FUTURE OF PATIENT EXPERIENCE?
Improving the patient experience is and always should be focused on collaboration with and prioritizing the perspectives and needs of those patients, families, and residents receiving care. Mastery of anything is an asymptote (author Dan Pink is the first person I ever heard say those words but I’m not sure if they are originally his) and if healthcare is ever so fortunate to master patient/family/resident-centeredness I pledge to be the first in line to suggest moving on to a different task.
WHAT DO YOU DO FOR FUN WHEN NOT WORKING?
I spend my free time enjoying musical pursuits, games and movies with my wife and two daughters.
WHY DID YOU JOIN THE BERYL INSTITUTE?
Very simply, I joined The Beryl Institute to become a better leader via use of the resources offered. I also tremendously enjoy sharing my expertise through the avenues presented by the Institute. I believe every individual should have the opportunity to pursue positive emotion, engagement, positive relationships, meaning and achievement in the context of living. Participation in The Beryl Institute allows my pursuit of those activities, and I hope it improves the experience of care for a few folks too!