1. Can you share a brief overview of your role and how it connects to patient and staff experience in healthcare?

For over 25 years, I served as the Director of Patient and Associate experience for a group of hospitals. I am passionate about creating a great experience for all in healthcare. I believe you cannot separate patient and team members experience.

Currently, I am serving as a consultant, speaker sharing my research about fear and how to respond to fear with compassion.

2. In your opinion, what are the biggest challenges and opportunities in enhancing human experiences in healthcare today?

With all the pressure around productivity and finances for health care professionals today, I believe it is important to keep care providers connected to their true purpose and their why… why they went into health care in the first place and what is it that brings them joy.

3. With the shift toward healthcare consumerism, how can healthcare organizations balance operational efficiency with delivering personalized, compassionate care?

We must stay focused on providing compassionate care to patients, families and the team. When patients and families do not feel safe and comfortable with team members, they cannot hear what we are telling them. This will lead to increased readmissions and more distress for patients, families, and the team. I also believe that it is those moments that health care team members connect with patients and families that bring them joy as well.

It is important to ask the team what barriers are in their way to providing high quality, compassionate care and what thoughts do they have to alleviate those barriers.

4. What innovative strategies or best practices have you implemented (or observed) that significantly improved patient or staff engagement and well-being?

It is critical for leaders to talk with team members about their experience. Recognize that there are times team members are afraid, anxious, overwhelmed and need to feel informed, safe and comfortable just like patients and families. Involve them in changes. Know something about each team member that has nothing to do with their job. Listen to them. All the same strategies that we use with patients and families.

5. What key takeaways or actionable insights do you hope attendees will gain from your session at the International PX Congress?

Recognize that people are afraid, anxious and scared in health care. Understand what people need when they are afraid based on my research study. Respond to fear with compassion by utilizing simple yet powerful strategies. Recognize that team members may be afraid, anxious, and scared at times and need those same things.