In her role, Portia develops the Patient Experience program to achieve the highest quality service to patients and visitors. Her goal is to ensure a warm and welcoming environment for patients and their families through proactive, patient-centered approaches to service excellence. She had developed and implemented training programs for staff in the key elements of customer service such as problem resolution, service recovery, proactive communication and exceeding the expectations of every individual with every interaction.
WHAT IS YOUR MOST SIGNIFICANT ACCOMPLISHMENT IN YOUR ROLE?
My most significant accomplishment is the revitalization of our Patient & Family Advisory Council (PFAC). It is an effective mechanism for receiving and responding to input from those we serve. Additionally, PFAC promotes partnerships between patients, families and our healthcare professionals.
WHAT IS THE BIGGEST CHALLENGE YOU ARE CURRENTLY FACING?
From a patient experience perspective, currently the biggest challenge is continuing to build upon progress during a time of transition for our hospitals. We are currently transitioning from one owner to another and there are many unknowns. What we do know is that we’ll continue striving to achieve the highest quality care and service for our patients and visitors.
WHAT ARE YOUR VIEWS ON THE FUTURE OF PATIENT EXPERIENCE?
Patient experience has an undeniable impact on outcomes. I believe emphasis will continue to be placed on the patient experience through the hospital Value Based Purchasing Program and most likely through other similar avenues as well. I foresee even more ways to engage patients and families through technological advances. Additionally, I expect more focus to be placed on family members and other loved ones who play an important role in the overall patient experience.
WHAT DO YOU DO FOR FUN WHEN NOT WORKING?
Spend time with family and friends!
WHY DID YOU JOIN THE BERYL INSTITUTE?
I became a member to connect with other healthcare leaders committed to improving the patient experience and access to a wide variety of supportive resources.