In his role as the Medical Director of the Patient Experience at Yale-New Haven Hospital and as Chairman of the Patient Experience Council of the Yale-New Haven Health System, Michael is responsible for helping to create a signature healthcare experience that will improve the lives of our patients, families and caregivers.
WHAT IS YOUR MOST SIGNIFICANT ACCOMPLISHMENT IN YOUR ROLE?
My most significant accomplishment has been recognizing the importance of creating partnerships between our physicians and ALL caregivers in our system. Building bridges that connect the silos of quality, safety, engagement and inclusion improve the healthcare experience for all. This year, these efforts led to the development of Standards of Professional Behavior that reflect the values of our organization.
WHAT IS THE BIGGEST CHALLENGE YOU ARE CURRENTLY FACING?
Empowering staff to feel like they can impact a healthcare system which has often allowed numerous barriers to stand between caregivers and patients, while also recognizing the importance of each and every member of the team remains our greatest challenge. We often lose sight of the forest for the trees. So much data is at our disposal it is often hard to find the truth and see what is important to both our patients and our caregivers.
WHAT ARE YOUR VIEWS ON THE FUTURE OF PATIENT EXPERIENCE?
We are at the starting point of a new era in healthcare as we must provide coordinated care to our patients both in and out of the hospital. If we can balance the advances of medical science while ensuring that a patient’s story is heard, then we can truly personalize medicine. Advances in information technology and reaffirming the basics of relationship-centered care should be the hope for our future.
WHAT DO YOU DO FOR FUN WHEN NOT WORKING?
My wife and I love to travel and explore this world and art and antiques fill our home. We love to dine with friends and family, and I am learning to enjoy the benefits of exercise and “free time.”
WHY DID YOU JOIN THE BERYL INSTITUTE?
I love The Beryl Institute! The Beryl Institute brings together individuals from around the world with multiple perspectives helping to create a better experience for our patients and their families. I am proud to be a part of this journey and serve as the first physician on its executive board of directors.