As the chief data analyst for the SullivanLuallin Group survey division, Tom and his team helps their clients assess the patient experience during every aspect of the encounter. They conduct insider engagement surveys, referring physician surveys and other assessment activities including "mystery” patient visits and calls collaborating with their clients to produce practical, easy-to-implement Action Plans that result in immediate improvement and long-term gains.
WHAT IS YOUR MOST SIGNIFICANT ACCOMPLISHMENT IN YOUR ROLE? By using a unique data-driven strategy, we’ve been able to identify key drivers that have the greatest impact on the patient experience. Significantly, we’ve coupled the key drivers of staff engagement with the key drivers of patient engagement to create highly successful strategies for raising survey scores most efficiently and cost effectively.
WHAT IS THE BIGGEST CHALLENGE YOU ARE CURRENTLY FACING? A significant challenge is helping clients understand that patient engagement is intimately tied to staff and physician engagement. Our patient experience initiatives begin with an assessment of clinician and staff member perceptions in addition to measuring the other factors that influence patient satisfaction. Oftentimes clients are reluctant to invest in this essential element of an initiative.
WHAT ARE YOUR VIEWS ON THE FUTURE OF PATIENT EXPERIENCE? The Value-Based Payment genie is out of the bottle and will never return. The triple aim of better outcomes at lower cost with happier patients means that organizations must find ways to help patients have greater confidence in their physicians, their care teams and to follow their treatment plans. If health systems are to survive and prosper in this new era, the key is patient-centered communication.
WHAT DO YOU DO FOR FUN WHEN NOT WORKING? Living in a beautiful city like San Diego, it’s hard not to enjoy the weather! I also enjoy spending time exercising, seeing plays and being with my family.
WHY DID YOU JOIN THE BERYL INSTITUTE? We define "The Patient Experience” across the entire healthcare system from a patient’s point of view, from their initial interaction with a medical practice to being discharged from a hospital. We feel that this aligns with The Beryl Institute’s mission.