In her role, Alpa supervises the nurses and managers in the department of Quality, review Quality data and strategic planning for quality outcomes. She established the department of patient experience. In addition, she reviews her organization's survey data and shares it with the staff and executive team. She is developing the strategic plan for her organization towards becoming a patient-centered organization.
WHAT IS YOUR MOST SIGNIFICANT ACCOMPLISHMENT IN YOUR ROLE?
My most significant accomplishment was that I hired a full time chaplain to improve patient and family experience especially towards end of life and during critical illness. I helped create a patient and family advisory council (PFAC). The council is chaired by a recreational therapist who has engaged 10 patient volunteers. Our PFAC will work on developing welcome packets for patients in different departments and acting as secret shoppers to validate AIDET training. We have also implemented AIDET training for all staff and primary care department.
WHAT IS THE BIGGEST CHALLENGE YOU ARE CURRENTLY FACING?
My biggest challenge is physician engagement.
WHAT ARE YOUR VIEWS ON THE FUTURE OF PATIENT EXPERIENCE?
I believe that transparency is going to be the name of the game. We are working towards culture change for the whole organization and becoming patient centered in everything we do. We are starting with physical design, visiting hours, the type of appointments offered, (eg. Telephone v/s video v/s in person) and patient centered clinic hours. Hearing the voice of the patients and giving them a seat at the table and including them in deciding everything we do.
WHAT DO YOU DO FOR FUN WHEN NOT WORKING?
I like to dance, cook and hike.
WHY DID YOU JOIN THE BERYL INSTITUTE?
I like The Beryl Institute's philosophy. It’s all about helping people develop the right skills. We can’t expect people to do the "right thing” if we don’t define clearly what the "right thing” is, and give them the necessary training to be able to deliver. The first time I came across Language of Caring, I was intrigued to hear things like "empathy can be taught.” I was impressed with your webinar on how to teach people to convey empathy. It’s nice to be part of the community of people who all believe in a common goal of providing more patient centric care.