Thoughts on the Patient Experience
Guests: Jason Wolf, Colleen Sweeney and Mary Malone.
Jason Wolf, PhD, is executive director of The Beryl Institute, an organization dedicated to improving customer service in healthcare. Its mission is to improve customer service in healthcare, The Beryl Institute is committed to bettering the patient experience before, during and after care. As the research and educational arm of The Beryl Companies, the Institute reaches thousands of healthcare executives through educational programs, webinars, data-driven case studies and White Papers. Under Wolf's leadership, the Institute is poised to become the destination for shared information and research, and an incubator of new ideas and practices that positively impact the patient experience. Wolf was formerly director of organizational development for the Hospital Corporation of America (HCA), which has membership of more than 45 healthcare facilities and 45,000 employees. With more than 16 years of leadership and consulting experience, Wolf is a seasoned consultant on topics such as sustaining high performance, building cultures of service, organizational change and leadership. He is also an author of numerous publications, including the upcoming Handbook on Organization Development in Healthcare: A Guide for Leaders.
Colleen Sweeney, RN, is director of innovation, ambassador and customer services at Memorial Hospital and Health System, South Bend, IN. She has been in charge of health education and programming at a children's health museum, belonged to an improvisational comedy group, and studied nosecomephobia—what patients fear about hospitals, health care and doctors. Mary Malone, president of Malone Advisory Services, South Bend, IN, has worked with healthcare providers and professionals to develop strategies for improving patient and family experiences. She emphasizes creation of a culture of "patient-inspired excellence.”