In his role, Justin leads all the patient experience efforts within their ED. He is the Chair on the Patient Experience Committee, which has representation from every caregiver role that will interact with patients. Justin also leads the resident education activities related to Patient Experience and is the point person for Physician Communication training roll out. At the hospital level, Justin is also working on projects including skilled communication training for physicians.
WHAT IS YOUR MOST SIGNIFICANT ACCOMPLISHMENT IN YOUR ROLE?
For me, changing the culture and conversation about patient experience in our ED from one in which there were very negative responses about “satisfaction” to one where instead we now talk about compassion, communication and streamlining care in a very positive way was a significant accomplishment.
WHAT IS THE BIGGEST CHALLENGE YOU ARE CURRENTLY FACING?
My biggest challenge is the organizational evolution and sustainment in a large ED and hospital with a lot of moving parts. The patient experience movement is incredibly complex and challenging. It is harder than any other aspect of medicine I have taken part in.
WHAT ARE YOUR VIEWS ON THE FUTURE OF PATIENT EXPERIENCE?
Patient experience is the only 100% frequency event in our hospitals. My dream is for patient experience to be as important to providers as treating heart attacks and strokes. My worry however is that the pendulum of patient experience will swing too far ,and we will fail to acknowledge just how challenging consistency in this realm is and that our providers are trying very hard to be competent in it.
WHAT DO YOU DO FOR FUN WHEN NOT WORKING?
I love to travel with my fiancée, and I am a golf addict and ski junkie.
WHY DID YOU JOIN THE BERYL INSTITUTE?
The Beryl Institute “gets it.” It feels good being a part of an organization that knows that patient experience is about compassion, empathy, communication and streamlining care, not just how satisfied a patient is on a survey. There is strength in numbers!