July 2013 MEMBER SPOTLIGHT
Vice President, Patient Experience
Inova Health System
Falls Church, Virginia
As Vice President of Patient Experience, Paul is primarily accountable
for leading the development of the system/process for service performance
improvement at Inova Health System. He develops and deploys the patient
experience culture and strategic plan, while advising and consulting with
senior leadership on patient experience issues. He is also responsible for developing
systems to optimize best practice sharing, and he creates messaging and
communication about patient experience both internally and externally.
WHAT IS YOUR MOST SIGNIFICANT ACCOMPLISHMENT IN YOUR ROLE?
I developed a three-year strategic plan for patient
experience with senior leadership engagement and alignment, and created
infrastructure to support patient experience efforts. This included: Hiring Patient Experience Leaders for each
facility to drive HCAHPS performance improvement efforts and to provide
coaching around the patient experience; developing a Patient Experience
Champions program that identifies staff to serve as peer coaches, to energize
the service culture on their units and to lead unit-based service initiatives
in support of the Patient Experience Leaders; and developing a SharePoint site
called TouchPoint, that has been developed and deployed to accelerate
adoption of proven strategies and tactics by facilitating best practice sharing
among the facilities. Finally, I established a Patient Experience Advisory Board comprised of community
WHAT IS THE BIGGEST CHALLENGE YOU ARE CURRENTLY FACING?
The biggest challenge we are facing is cultural
transformation, and specifically, creating the necessary infrastructure to
reinforce culture change.
WHAT ARE YOUR VIEWS ON THE FUTURE OF PATIENT EXPERIENCE?
Improving the patient experience will continue to be
challenging in the future. Balancing the priorities for service and cost
reduction and efficiency, as well as maintaining employee engagement in the midst
of rapid change are keys as we move forward.
WHAT DO YOU DO FOR FUN WHEN NOT WORKING?
I enjoy gardening with my wife, spending time with my
granddaughter, and exercising so I can enjoy great food and wine.
WHY DID YOU JOIN THE BERYL INSTITUTE?
I joined The Beryl Institute because of the invaluable
resources it offers for learning, benchmarking, and networking.
Paul is a member of The Beryl Institute's Executive Board.