Johns Hop­kins names first pa­tient ex­pe­ri­ence of­fi­cer

Modern Healthcare - - NEWS MAKERS -

Who: Lisa Allen, 57

New role: First chief pa­tient ex­pe­ri­ence of­fi­cer at Johns Hop­kins Medicine, Bal­ti­more.

How she de­fines the job: “The role is re­ally be­ing de­fined as trans­lat­ing the key con­cepts of ser­vice ex­cel­lence and pa­tient ex­pe­ri­ence. It’s keep­ing this at the fore­front of ev­ery­one’s mind with all the changes that are tak­ing place.”

Her back­ground: “I’m a med­i­cal an­thro­pol­o­gist by back­ground. I’m also trained in lean and per­for­mance-im­prove­ment tech­niques. For me, it’s com­bin­ing those skill sets to­gether. What’s the cul­ture of the or­ga­ni­za­tion? What’s the cul­ture of the pa­tients?” Be­fore join­ing Johns Hop­kins, Allen was VP of qual­ity, pa­tient ex­pe­ri­ence and pa­tient safety at Stew­ard Health Care Sys­tem, Bos­ton.

On pa­tient sat­is­fac­tion: The Hos­pi­tal Con­sumer As­sess­ment of Health­care Providers and Sys­tems survey mea­sures pa­tient sat­is­fac­tion and is par­tially tied to pay­ment in Medi­care’s value-based pur­chas­ing pro­gram. “I’ve seen much greater at­ten­tion (paid to pa­tient ex­pe­ri­ence) from se­nior lead­er­ship be­cause of the fi­nan­cial in­cen­tives tied to HCAHPS.”

Works both ways: “I think peo­ple in health­care want to have happy, sat­is­fied pa­tients. It makes their job much eas­ier. It’s mu­tu­ally ben­e­fi­cial. Hav­ing all the pieces in place to make that hap­pen is our job.”

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