In her role as Executive Director of Patient-Centered Care, Patricia is accountable for the oversight of patient-centered care including leading innovative strategies to improve quality outcomes and champion patient experience. Key responsibilities in this role have included the oversight of the RN Improvement Advisor, the Palliative Care Department, the Patient Experience Department, the Animal Therapy Department, the Medical Music Therapy & Arts in Medicine Department, the Spiritual Care Department and the Patient and Family Advisors. Having a Doctor of Nursing Practice degree has assisted her to collaborate with all members of the organization’s multi-disciplinary team, senior executive leadership and the Board of Directors to develop and implement patient-centered care and patient experience strategies. Having the credentials of Certified Patient Experience Professional has broadened her education even further to be able to present Patient-Centered Care and Patient Experience on local and national levels.
WHAT IS YOUR MOST SIGNIFICANT ACCOMPLISHMENT IN YOUR ROLE?
The most significant accomplishment in this role has been developing an amazing Patient and Family Advisory Council (PFAC). This team was instrumental in designing our new Welcoming Policy with no visiting hours, the standardization of uniforms, introducing the Welcome Folders and revising the Welcome Guide. These are just a few of the initiatives accomplished to improve the patient experience. Additionally, creating a Patient Experience Department has raised the bar by hiring a Director and Patient Experience Specialists with Master’s degrees and requiring certification. Animal Therapy, Music Therapy and Spiritual Care has also improved the patient experience at TMH. We have currently just received an approved business plan to double our Chaplains in the department and begin a Clinical Pastoral Education (CPE) Residency Program in FY19.
WHAT IS THE BIGGEST CHALLENGE YOU ARE CURRENTLY FACING?
It is always a challenge to keep the four core concepts of patient-centered care at the center of all interactions. There are many moving parts and pieces in a large organization. The constant change effects colleague engagement, which in turn effects the patient experience. We are currently beginning a journey to really looking at our culture, and begin some significant work in culture transformation, which is very exciting.
WHAT ARE YOUR VIEWS ON THE FUTURE OF PATIENT EXPERIENCE?
The future of Patient Experience is very bright at TMH! As we embark on a cultural transformation journey, I can see the term “engagement” overshadowing experience. This is the current trend in healthcare. and I see this continuing in many aspects of care in organizations such as ours. As we hire on millennials and younger, I see the trend going more towards high tech and high touch, as well as including the patient and families in much more of their care.
WHAT DO YOU DO FOR FUN WHEN NOT WORKING?
As the mother of two teenagers, I enjoy spending that precious quality time with the family. My “fun days” days recently have been consumed with interior decorating, as we are moving into a new house this weekend. I enjoy vacationing almost anywhere, but love to go home to Ontario, Canada where I grew up.
WHY ARE YOU A MEMBER OF THE BERYL INSTITUTE?
I am a member of The Beryl Institute because I feel that it is the “Gold Standard” for patient experience. I have enjoyed the benefits of membership including the CPXP review course. I learned so much from the Leadership Courses offered and have budgeted them in for all the PX Department colleagues to take. There is a sense of inspiration and fellowship in this group where best practices and innovative ideas can be shared. I love that they include areas for Patient and Family Advisors to engage and discuss ongoing challenges and opportunities to improve the patient experience.