NOVEMBER 2010 MEMBER SPOTLIGHT
Service Culture Manager
Lowell General Hospital
My key responsibilities, as described on paper, are to serve as the main liaison and communicator of HCAHPS/Press Ganey patient satisfaction surveys, data and reports; maintain and communicate current knowledge in areas of best practice customer service; facilitate the LGH Service Excellence Advisor Team; coordinate the LGH Patient Family Advisory Council; participate in and support the Nursing Practice Council; produce and distribute the weekly LGH staff Daily 10 communication; and coordinate the Service Recovery/REACT system.
It’s true, I do the things above and they are important. Yet a big part of what I see as my role is to be a "connector” and communicator with my many colleagues and our patients and families. This involves a lot of listening and learning and relationship building, which I love. A hospital is much more than a building filled with equipment, as we know. Helping people connect with their purpose, inspiration, compassion, mindfulness, humor and balancing that with clinical/technical/professional skills - - the art and science of service is what is most important…people serving people.
MOST SIGNIFICANT ACCOMPLISHMENT IN ROLE
It’s hard to choose one, so here are three!
- I am very proud to be part of our very recent accreditation as a Magnet hospital. In the last two years, I have been a member of our Nursing Practice Council, supporting service/quality initiatives. Working with our talented clinical staff more closely is a great privilege.
- Recently, our Patient and Family Advisory Council had its first meeting. This is a long-term goal and it is wonderful to begin new relationships with this dedicated group of community members.
- The evolution of the LGH Service Excellence Advisor Team, 40 first line staff from all over the hospital who meet monthly to discuss, plan and implement ways, big and small, to keep our culture of service excellence energized!
BIGGEST CHALLENGE CURRENTLY FACING
Hmmm, I am often challenged and conscious that any learning programs, meetings, task forces, teams, etc., must be using everyone’s time effectively and efficiently. On the "other hand”, things like learning, relationship building, shifting workflow or behaviors and cultures, takes time. I tend to be process oriented, but product is often king.
VIEWS OF THE FUTURE IN ADDRESSING THE PATIENT EXPERIENCE
This is an exciting time as more and more attention is paid to the patient experience and patient satisfaction by insurers and the government, and guess who?…our patients! At Lowell General, we are in process of building a new bed tower and dramatically changing much of where and how our services are organized.
WHAT I DO FOR FUN WHEN NOT FOCUSING ON THE PATIENT EXPERIENCE
I hula-hoop and practice yoga, not at the same time (yet). I play and laugh with my two dogs, my husband and friends and family (not necessarily in that order). I am also in massage school and enjoying that immensely.
WHY I AM A MEMBER OF THE BERYL INSTITUTE
As a one-person department, at times I have found it easy to get isolated even with my many interactions with many people at work, and then I find I have that creeping sense of being on my own. Several years ago, when I first began at Lowell General, I worked with Beryl on our call center services. I find Beryl programs and services to be forward thinking and to value people, in all our glory. I am delighted to be a member of the Beryl Institute and have a community of folks to learn from and grow with.
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