Reflections on Quality Improvement in DHM
For those of you who don't know, I'm transitioning to a new role on the Patient Experience team on the health systems side. As I reflect on the last five years in my position as Program Manager for Quality and Safety in DHM, what stands out most is the all-around excellence of everyone in this division and the patients whose care and outcomes we strive to enhance through our improvement efforts.
I've learned from my QI/Value and UBLT teams (Saj Patel, Molly Kantor, and formerly Cat Lau and Ari Hoffman as well as Armond Esmaili and nursing leadership) that having a shared vision and values can make the impossible possible during the hardest of times like a global pandemic. There are countless extraordinary examples of systems improvement work within our division and across the health system, but at the crux of this work are the patients we're privileged to serve. Thanks to the leaders of our PFAC (Erin Yao-Cohen, James Harrison, and Michelle Cai) for ensuring that we listen to our patients to inform next steps in any improvement effort and for always striving to recruit a diversity of voices. In the words of our patients:
"My doctor was friendly and courteous, sat down as I laid in bed so we would be on the same level, and showed that she was actively listening to me during our conversations. She kept me informed and considered my suggestions for medications as she now knew of my nursing background."
"I can't say enough about the doctors...they work well as a team...they are first class, they answered all my questions, kept me informed but their professionalism, compassion, and experience were world class."
I appreciate you all so much. Thank you for being the best of class in all that you do and for inspiring me to continuously improve in all that I do.