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Member Spotlight - February 2018
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Katie Shea

Patient Experience Coordinator, Guest Relations
Barton Health
South Lake Tahoe, California

In her role, Katie develops and implements programs that foster patient experience awareness, service excellence and employee engagement. She supports and inspires the "influencers" in her organization to promote a patient-centered and purpose-driven culture. She also manages patient perception survey strategies and data analysis and collaborates with executive team members, department directors and managers and ad hoc committees to create, coordinate and maintain a wide range of cost effective programs/system improvements to promote consistently exceptional care and improve employee performance. 

WHAT IS YOUR MOST SIGNIFICANT ACCOMPLISHMENT IN YOUR ROLE?

Using a social media review to change our system processes on how we recover caesarian mothers. We overcame the "this is the way it's always been done" philosophy to create a patient-centric care model. This was no small feat - it required buy-in and acceptance from surgeons, anesthesiologists, PACU nurses, and Family Birthing Center nurses. Plus additional training for all of our Family Birthing Center nurses to become ACLS certified (something they never were required to have) and most importantly - passionate leadership from two nursing directors who oversaw involved departments.

I feel incredibly fortunate this role allows me to connect my clinical team improve our healthcare system's reputation in the community as a quality Maternity Care provider.

WHAT IS THE BIGGEST CHALLENGE YOU ARE CURRENTLY FACING?

Sharing my organization's patient experience philosophy across the organization and influence individuals' behaviors. There are 1,000+ employees, providers and volunteers in my organization and only one of me - I've learned it is okay (and needed) to be persistent, even if I may sound like a broken record.

WHAT ARE YOUR VIEWS ON THE FUTURE OF PATIENT EXPERIENCE?

I believe that within healthcare systems, compassion must become as strategically important as quality - both are needed to be part of every care touch point to create an exceptional experience in which patients (and caregivers) feel cared about and assured.

WHAT DO YOU DO FOR FUN WHEN NOT WORKING?

Cook (I especially enjoy when it's for others) and garden - I can't wait until the weather warms up so I can BBQ and have fresh herbs within arm's reach. And when I can pair those two while enjoying the beautiful Tahoe environment…it's an epic day.

WHY ARE YOU A MEMBER OF THE BERYL INSTITUTE?

Inspiration! I initially joined The Beryl Institute for the wealth of resources and information. Though now I more often use The Beryl Institute to "fill my inspirational tank." Whether it be to lift my spirits after an emotionally depleting day or to stimulate creative ways for igniting my co-worker's connection to purpose.

The Beryl Institute has provided me insight to help shape my organization's vision for patient experience.

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