The Campbell County Health August 2017 Department Discovery shines a light
on the Patient and Resident Experience Department.
For those who don’t know, this team serves in various capacities
that benefit patients, long-term care residents, visitors, staff and medical
staff. According to
Mary Barks, Director,
The Beryl Institute defines the patient experience as:
The sum of all interactions, shaped by an organization’s culture,
that influence patient perceptions across the continuum of care.
“We believe this definition is perfect in describing ‘what
we do’ for all of the people we serve at CCH—after all, we
don’t just serve patients. Our goal in Patient Experience is to
deliver patient-centered care through collaborative efforts at all levels
of the organization,” says Mary.
CCH provides a very broad range of health care services to the Campbell
County, Wyoming community, and beyond. Therefore, Patient Experience is
training and coaching the principles of
Excellence Every Day
Standards of Excellence in the forefront of expectations
- managing the grievance and complaint process
- being change agents to improve the experience people have wherever they enter CCH
- implementing and managing the patient experience survey process, which
includes communicating this data to staff, leadership and medical staff
and to lead efforts to improve the patient experience through training
- they are also a resource to medical staff to ensure critical initiatives
are implemented for the betterment of our patients’ experience.
And they do all of this with three staff—as well as one
Chaplain. One fun fact about the staff is that Mary has been with CCH for 27 years,
with 23 of those years in the Patient Experience Director seat. Katie
Golinvaux has been with CCH for more than 20 years with 18 of them in
Patient Experience; and Chrissy Moore has been with CCH and the department
for 10 years!
“Many people feel our jobs are extremely negative—receiving
complaints daily—and that every day is a downer. We look at it differently—we
get an opportunity to improve every time we receive feedback about care
someone receives at CCH. It is an opportunity for service recovery, for
process improvement, for coaching staff in communication or simply listening
to a patient’s experience that leads us to do our very best to make
someone’s experience better,” says Mary.
Mary says that one of the best parts of working in Patient Experience is
the abundance of comradery, compassion, empathy, and laughter in the department.
“Truly, we love to laugh, even if we feel like crying. We love to
celebrate one another’s wins and we come alongside one another when
we feel frustrated. Even though we are a small department, we are strong
and supportive of one another,” says Mary.
This year, this team is excited to continue with CCH’s journey for
Excellence Every Day, which includes the partnership with the
Studer Group. “This has been an exciting process for nearly five years, and we
look forward to what lies ahead for us” says Mary. The team also
looks forward to seeing how changes to patient surveys for the Campbell
County Medical Group
clinics will impact patient experience scores as well as participation from patients
in the clinic.
And, the biggest news in the department is that a new manager will be coming
Tanya Allee, who will be stepping in on September 11, as Mary takes a position with
The Legacy Living and Rehabilitation Center.
A big round of applause to our Patient and Resident Experience team! Thank
you for helping to keep our patients healthy and happy.
Campbell County Health affirms and supports patient's rights and responsibilities
with the expectation that observance of these rights will contribute to
greater satisfaction for patients, their families, their physician, and
the organization. To learn more, please visit the
Patient Rights section of our website.