May 2013 MEMBER SPOTLIGHT
Director of Customer Service
Advocate Christ Medical Center
Oak Lawn, Illinois
Kathy is the director of multiple non-clinical departments including areas such as guest services, public safety, patient advocacy, volunteers and others. In addition, she serves as one of the site champions for patient satisfaction and Press Ganey data analysis. Kathy focuses on Family-Centered Care when addressing the patient experience and believes that providing personal service is what makes the difference in a patient’s choice for healthcare.
WHAT IS YOUR MOST SIGNIFICANT ACCOMPLISHMENT IN YOUR ROLE?
Weaving a common thread throughout these non-clinical areas so that they know that they DO impact patient care and patient satisfaction through their technical skills and their compassion toward others. Helping them to understand that skill and customer service are one in the same.
WHAT IS THE BIGGEST CHALLENGE YOU ARE CURRENTLY FACING?
We are a growing organization, and along with other similar organizations we are challenged with the new healthcare environment and lower reimbursements. In addition, we need to raise the bar by holding each other more accountable and to do more with less.
WHAT ARE YOUR VIEWS ON THE FUTURE OF PATIENT EXPERIENCE?
Family Centered Care is key. Using emotional intelligence when engaging with our patients and their loved ones can completely alter the patient experience in a positive manner. The reality that our patients are more educated, with higher expectations and many choices for care is the environment that we are living in. Excellence in clinical care is an expectation. It is the personal service provided that will make the difference in patient’s choice for healthcare.
WHAT DO YOU DO FOR FUN WHEN NOT WORKING?
I love old classic movies and enjoy reading mysteries. My secret wish was always to be an interior designer which manifests itself in the many different styles that my home has embraced. My husband suffers through it except sometimes after a business trip, he bumps into a chair coming in because I’ve rearranged the furniture. We just welcomed a new puppy into our home. He is just eleven weeks old, and we named him "Louie”. He keeps us very busy, but we love it.
WHY DID YOU JOIN THE BERYL INSTITUTE?
While doing some on-line research, I found some interesting articles on the Beryl Institute website and decided to look into the organization further. I am looking forward to having new resources available to me.