As a professional speaker and bestselling author Marcus provides insight and strategies for excellent care from the patient’s perspective, honoring the commitment of health care professionals, educating caregivers on how to improve the patient experience and changing the culture of care with two simple words: I´m Here.
WHAT IS YOUR MOST SIGNIFICANT ACCOMPLISHMENT IN YOUR ROLE?
My most significant accomplishment was founding the I’m Here Movement, publication of "The Other End of the Stethoscope: 33 Insights for Excellent Patient Care” and "I’m Here: Compassionate Communication in Patient Care.” I am proud of receiving my M.S. in Narrative Medicine from Columbia University in New York City. I look forward to publications of both ¨Patient Experience 101¨and ¨Narrative Nursing¨ in 2014.
WHAT IS THE BIGGEST CHALLENGE YOU ARE CURRENTLY FACING?
I find the biggest challenge is explaining that the I’m Here Movement has nothing to sell, no certifications, no structure, no commitment. It is a reminder of how important simple human presence is during a patient’s vulnerable times.
WHAT ARE YOUR VIEWS ON THE FUTURE OF PATIENT EXPERIENCE?
Big, BIG changes in quality of experience for the patient and family are already happening. In general, our nation’s health care institutions are at a Motel 6 level of quality. To be known as a place with an awesome patient experience, that quality is going to have to jump to Ritz Carlton level…and quick.
WHAT DO YOU DO FOR FUN WHEN NOT WORKING?
I enjoy playing and beating my wife at Jeopardy, playing bad covers of Bruce Springsteen songs on acoustic guitar, reading stuff that makes me think and playing with my Seeing Eye dog, a yellow lab named Garrett.
WHY DID YOU JOIN THE BERYL INSTITUTE?
I’ve witnessed the good, the bad and the profound in patient care first hand. As a college freshman, I was blinded and nearly killed after being struck by a drunk driver. Through two years of recovery and nearly 350 hours of reconstructive facial surgery, I lived life at the other end of the stethoscope and gained incredible insight and strategies for compassionate communication in patient care. Being a patient is a terrifying, vulnerable, painful and anxiety-riddled experience. I want to help make that better. My work as a speaker and author honors the commitment of health care pros to this sacred field, but my work is also a tribute to those caregivers who saved my life.
Marcus is also a member of The Beryl Institute Patient Experience Speakers Bureau.