In her role, Julia is preparing to roll out phase one of their Customer Relationship Management (CRM) system that was built by her and her team. Additionally she is tasked with leading the development of the patient entertainment system content. Julia admits that this is an exciting and busy time for her, and she will be looking to fellow relationship management colleagues for support and input.
WHAT IS YOUR MOST SIGNIFICANT ACCOMPLISHMENT IN YOUR ROLE?
That the CRM system-build to date will be delivered four months ahead of schedule. Although early, I am using this extra time to provide comprehensive training to management and take our time rolling it out so as to more clearly educate stakeholders. I am excited because even though we initially lacked resources for input from stakeholders, we were able to accurately develop the system to most needs and they buy-in is rapidly building. To date, my planning and research has realized the needs of Sidra Medical and Research Center across the board and built accordingly.
WHAT IS THE BIGGEST CHALLENGE YOU ARE CURRENTLY FACING?
Help; although the technical side of the patient experience can be presented, matching people to the roles within this division is a more personal task that is challenging. I am learning to ask the right questions to the right individuals, and I am certain that I am on track for developing a world class team that will aid in collaboratively delivering world class services across the board. There are so many aspects to patient experience that most do not realize and those areas are beginning to understand the complexity and are seeking me out. I have become increasingly busy, which I love but I need to make sure that no one is left out. Historically the experience management teams of most healthcare systems are inadequately staffed and in order to deliver what is promised to our customers, we need to have ample staff to deliver these services.
WHAT ARE YOUR VIEWS ON THE FUTURE OF PATIENT EXPERIENCE?
I love the research and supporting numbers and documentation that is coming out of patient experience. It can no longer be contested as simply feel good stuff because the reports show the stepwise success that come from bringing humanity back into healthcare. I hope to see this return of humanity spread as more than the latest trend but that people get back to basics and communicate and treat one another better everywhere. I know…sounds fairytale but I was raised and grew up this way, and it was good.
WHAT DO YOU DO FOR FUN WHEN NOT WORKING?
Travel and anything outside is what my first preference is for fun. I am from the beautiful state of Colorado and Summit County (Breckenridge) is one of my most favorite places in the world to date. I miss hiking the peaks of the Rockies but my friends keep me up-to-date of the changing seasons via photos in social media. Where I currently live; I enjoy dancing and live jazz venues with friends who have become my family here in the Middle East, sampling international cuisine and travel (not a type-o. I really love to travel). Living in Qatar is like living in Oklahoma (which I have); it is in the middle and everything is quick, inexpensive and easy to get to.
WHY DID YOU JOIN THE BERYL INSTITUTE?
The Beryl Institute is a concise and clearly stated source of support, assets and like-minded interactions for change. In searching for sustenance regarding the task of improving Patient Experience, The Beryl Institute has connected me with people seeking out how and what I am doing and linked me to colleagues from Saudi Arabia, the United Arab Emirates and the United States. Empathy is a global need, and it is needed now and The Beryl Institute is fine tuning the way we view and deliver it to everyone because some day we will ALL be in the position to receive it when we need it most. I trust the work that The Beryl Institute is doing and look to it for benchmarks, ideas and partnerships with colleagues and vendors.