In his role, Doug provides leadership for Rochester General Hospital’s patient experience strategy as well as coordination support and is a subject matter expertise for health system patient experience improvement efforts. He is the operational leader and co-chair for the hospital's Patient & Family Advisory Council. Doug also provides overall vision and direction for the following departments: Guest Services, Volunteer Services and Spiritual Care.
WHAT IS YOUR MOST SIGNIFICANT ACCOMPLISHMENT IN YOUR ROLE?
My most significant accomplishment was establishing the hospital’s Patient & Family Advisory Council and helping the Council evolve in its work and scope of influence as a "best practice” recognized across the health system.
WHAT IS THE BIGGEST CHALLENGE YOU ARE CURRENTLY FACING?
The biggest challenge is managing the workload and patient experience efforts among many priorities.
WHAT ARE YOUR VIEWS ON THE FUTURE OF PATIENT EXPERIENCE?
I believe that the role of patient experience professionals will expand and grow into community experience professionals. We need to continue pushing beyond the four walls in which people in our community are patients and think about the experience of health and care in the community and how our organization’s interface with the community. In other words, how does my organization and its commitment to revolutionize healthcare in order to leave people better off after they have encountered us than before create and design experiences in people’s living rooms, kitchens, etc., where life is lived and health choices are made?
WHAT DO YOU DO FOR FUN WHEN NOT WORKING?
I enjoy babysitting my grandson and spending time with my wife and family. I also train for half-marathons. I enjoy reading, mostly non-fiction and work-related articles and books because I’m passionate about learning and growing.
WHY DID YOU JOIN THE BERYL INSTITUTE?
At first, I became a member of The Beryl Institute because its patient experience definition and vision and available resources convinced me that the Institute was giving exponentially more value than membership cost/dues. Today, I am and remain a member because of The Beryl Institute’s commitment to create a global community! The Institute has developed a culture in which every person’s voice is important in helping shape the patient experience movement. This culture energizes, educates, inspires, sustains, challenges, and supports me as a patient experience professional – especially in times when I feel temporarily uncertain about what to do next in the organization’s efforts to improve the patient/family experience.