At the 3rd Annual Partners Patient Experience Summit approximately 350 system-wide patient experience leaders recently came together. Among them were both speakers and audience members from Brigham and Women’s Faulkner Hospital, including three members of the hospital’s Patient and Family Advisory Council.
The program, intended for patient experience or quality leaders and teams, CMOs, CNOs, physicians, NPs, PA, nurses, administrative staff, and patient and family advisors, featured two keynote speakers who highlighted current issues impacting patients’ healthcare experience: substance use disorder and health equity. Breakout sessions were designed to be educational and instructional, highlighting best practices from across Partners HealthCare sites.
From BWFH, Chief of Medicine Scott Schissel, MD, PhD, and Chief Nursing Officer and Vice President of Patient Care Services Cori Loescher, MM, BSN, RN, NEA-BC, presented “Inter-Hospital Transfers: Improving the Patient’s Experience.” Director of Service Excellence and Performance Improvement Kae Santos and 6 North Nurse Director Suzelle Saint-Eloi, MS, RN, presented “iRound: Improving Inpatient Satisfaction through Leadership Rounding.”
For Santos and Saint-Eloi, presenting at the summit was a chance to share what they’ve learned. “The Partners Patient Experience Summit is such an amazing event to share what the various Partners institutions are doing to improve patient experience,” says Santos. “Suzelle and I were honored to talk about our inpatient improvement work with iRounds. We found the audience to be very engaged and have already been contacted by some participants looking for information on how they can try it in their setting.”
For audience members, the experience was also beneficial. BWFH’s Service Excellence Manager Mary Beth Dynan was among them. She says, “I keep coming back to the morning keynote address and the Patient Panel titled ‘The Opioid Epidemic and Caring for Patients with Substance Use Disorder.’ The two patients who spoke were incredible!”
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