October 2013 MEMBER SPOTLIGHT
Frank Pikus makes it his mission to continuously show the connection between "excellent services” and "excellent patient experiences.” In leading the transformation of his company into one that is focused on advancing the patient experience, Frank truly believes that consumers truly evaluate service as the "sum of all interactions.”
WHAT IS YOUR MOST SIGNIFICANT ACCOMPLISHMENT IN YOUR ROLE?
It has been very gratifying to lead the transformation of our company into one that is highly focused on advancing the patient experience. I feel very excited when highly respected healthcare groups like The Beryl Institute acknowledge the importance of every interaction – especially non-clinical ones - that make such a difference to how a patient and family feels about their experience at a facility. When I read the unsolicited, heartfelt comments we regularly receive on how Towne Health associates make a difference with patients and families around the country, I know I’m doing the right thing.
WHAT IS THE BIGGEST CHALLENGE YOU ARE CURRENTLY FACING?
One of my biggest personal challenges has been in keeping up with the new financial realities of reimbursements and expense management in this era of healthcare reform.
WHAT ARE YOUR VIEWS ON THE FUTURE OF PATIENT EXPERIENCE?
Without question, the patient experience is gaining in importance everywhere I travel. Today's C-suite executives can see that the healthcare delivery model is becoming more consumer-focused, but it will take some time for the industry to adjust to this new model. The industry will begin to realize that a consistent, focused commitment to the patient experience will actually help loosen budgetary pressures and not just create additional initiatives and expenditures. With the increased consumerization of healthcare, healthcare organizations will truly begin to recognize that healthcare consumers evaluate them not only clinical outcomes – but on the "sum of all interactions.”
WHAT DO YOU DO FOR FUN WHEN NOT WORKING?
I have four active children, so sports, dance, and other kid-related activities keep me pretty busy. When I get a free hour, I love enjoying the outdoors.
WHY DID YOU JOIN THE BERYL INSTITUTE?
As a leader for Towne Health, helping our clients improve the patient experience is fundamental to our success, and I have turned to The Beryl Institute to keep us at the forefront of this movement. Also, Mary Malone, a valued colleague of mine, encouraged me to explore The Beryl Institute and cannot say enough good things about what the Institute is doing to advance the cause of quality patient experiences.