In his role, Chadi engages physicians and leaders and developing programs to help improve the patient experience by communicating the vision of his organization to become a premier patient and family-centered care institution. He works closely with organization leaders to ensure their patients and families receive the best possible care by enhancing clinician communication and promoting patient engagement.
WHAT IS YOUR MOST SIGNIFICANT ACCOMPLISHMENT IN YOUR ROLE?
Rolling out a communication program for all physicians and advanced practice providers at our hospital. The program is called Communication In Healthcare and it is administered by physicians to physicians. The program focuses on teaching essential communication skills that will improve patient outcomes, reduce errors, improve patient loyalty, and arm providers with the necessary skills to navigate complex situations.
WHAT IS THE BIGGEST CHALLENGE YOU ARE CURRENTLY FACING?
Our greatest opportunity is for our front line staff and physicians to link improvement in patient experience to better outcomes and job satisfaction. That awareness would lead to more engaged patients and providers and result in reduction of burnout and fatigue. It is imperative for us as leaders to show that connection and dispel the notion that improving patient experience is mostly about improving service.
WHAT ARE YOUR VIEWS ON THE FUTURE OF PATIENT EXPERIENCE?
The future at our institution is linked to implementing core concepts of patient and family-centered care as demonstrated by our values. Rolling out programs to enhance the communication skills we teach is central to our success. We view one on one coaching as the natural evolution of giving our providers the necessary skills to succeed in this complex healthcare environment.
WHAT DO YOU DO FOR FUN WHEN NOT WORKING?
I enjoy spending time with my wife and two young sons. I also enjoy traveling and experiencing different parts of the world and learning about different cultures. I enjoy soccer and follow the major European soccer leagues on a regular basis.
WHY ARE YOU A MEMBER OF THE BERYL INSTITUTE?
The Beryl Institute is a comprehensive unbiased body of knowledge on the patient experience. There are many resources out there but most have a commercial bias. The Beryl Institute is a wealth of information readily available to us and allows us to share and collaborate with others in the patient experience arena.