Becker's Hospital Review

158 SPEAKER SERIES What did you notice about your healthcare experience the last time you were a patient? 15 speakers weigh in B ecker's Hospital Review asked several of the speakers at our 9th Annual Meeting to reflect on the last time they experienced healthcare as patients rather than as experts, executives or stakeholders. Read on to hear about their accounts and observations, as well as the sessions and panels where you can find them April 11-14. Ellen Feinstein, RD, MHA, FACHE Vice President of Cancer Services, University of Chicago Medicine Hear Ms. Feinstein speak at 2:00 p.m. on April 12 at the panel, "Balancing Growth and Expanded Access with Financial Viability." "Depending on where the care was provided — private office versus outpatient hospital setting — I've noticed appointment confirmation texts to prevent no-shows are more prevalent than ever, and private offices more oen run on-time compared to hospital settings. As a first-time patient, I still marvel at the dependence on paper for patient self-reported histories, and the need to make appointments by phone, versus online — a la Open Table for restaurants. Care coordination is a goal of most hospitals, yet they oen struggle in how to deliver it. ough everyone's time is precious, I'm still surprised early morning, evening or weekend appointments are not always available. e use and acceptance of advanced practice providers (i.e., nurse practitioners and physician assistants) is definitely on the rise, which positively impacts access and service." Mark Dooley President and CEO, Wilson Health (Sidney, Ohio) Hear Mr. Dooley speak at 3:50 p.m. on April 12 at the panel, "riving as a Mid-Sized System." "When I receive healthcare services I, of course, receive those services at the system I lead. What I noticed the last time is the same thing that strikes me every time – healthcare in general (and my system specifically) is blessed with some really incredible people. e combination of knowledge, caring and compassion that exists within healthcare workers is something that is hard to match in any industry. It takes a special person to work in a field that, more oen than not, your customers are in a very vulnerable and difficult situation. Encountering people in those circumstances and turning that difficult situation into something positive is so rewarding. While none of us are perfect and not all outcomes are what we hope for, the caring and compassion shown in healthcare helps many through those times. I like to tell our staff that we are not just taking care of patients and families, we are changing lives. Every day." J. Bryan Bennett Executive Director of the Healthcare Center of Excellence (Chicago) Hear Mr. Bennett speak at 9:40 a.m. on April 14 at the panel, "e Personalized Leadership Journey." JB: I notice a lot of frustration from the providers and staff with technology and all the documentation requirements. Since most of the doctors I encounter know I work in healthcare, they are usually a bit more candid about their thoughts. In their opinions, which I tend to agree with, the EHR soware over-promised and under-delivered. It's not user- friendly and it requires typing skills most doctors do not have. Voice or handwriting recognition would have gone a long way to alleviate much of the resistance faced in the provider community. is is not to mention the lack of true interoperability. In fact, the only way to achieve interoperability between providers has been for the hospital to integrate the different practices under one roof. e other issue we talk about is leadership. I've found that providers are more in tune with leadership issues at the corporate offices than many give them credit for. at is why leaders must make a point of providing opportunities for open communication throughout their organizations. Provide progress reports on major initiatives. Answer questions people might have. Connect with people and empathize with what they are going through. Sven Gierlinger Chief Experience Officer, Northwell Health (New Hyde Park, N.Y.) Hear Mr. Gierlinger speak at 11:25 a.m. on April 12 at the panel, "Transforming Experience: Structure, Strategy and Sustainment." My last major personal healthcare experience happened during a time when I was a father of two young children and at the start of a new assignment with e Ritz-Carlton Hotel Company. First came a tingling in my fingers and toes; and within days, I was paralyzed. I was diagnosed with Guillain- Barré syndrome, a rare condition in which a rapid-onset muscle weakness caused by the immune system attacks and temporarily damages the peripheral nervous system. Suddenly, and for 90 days and nights, I was 100 percent dependent on my doctors, nurses and therapists. Believe it or not, I'm actually grateful for this experience, as it showed me that as a patient, you are challenged to heal in many ways — physically, mentally and emotionally. My experience in these moments helped me understand the power of embedding both service and empathy into the clinical processes that truly can make or break a patient or family experience. Years aer my own experience as a patient, I still believe healthcare is the noblest vocation in the world. When I reflect on the many milestones and accomplishments in patient experience at Northwell Health, I keep my eye on the horizon and challenge myself to ask what's next. We know that, in healthcare, every moment counts — and success means making every role, every person and every moment matter."

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