OCTOBER 2011 MEMBER SPOTLIGHT
Harita works full time at Kaiser Permanente, Los Angeles Medical Center and attends classes at UCLA on the weekends.
Executive Master's Student, UCLA
Area of Focus: Health Care Administration
Los Angeles, California
WHAT ARE YOUR PLANS AFTER GRADUATION?
Transition from project manager to assistant manager position at Kaiser Permanente, Los Angeles.
WHY ARE YOU INTERESTED IN LEARNING MORE ABOUT IMPROVING THE PATIENT EXPERIENCE?
I am currently the project manager for inpatient service for KP LAMC which means I am responsible for making sure all our patient have a "5 star" experience at our hospital. It's my personal goal to make sure we achieves the 90th percentile for HCAHPS Rate Hospital.
WHAT ARE YOUR VIEWS ON THE FUTURE OF PATIENT EXPERIENCE?
The patient experience is going to continue to gain importance, especially now that HCAHPS is a part of Value Based Purchasing and reimbursement is tied to it. The importance of the patient experience will continue to expand to all areas of the care continuum: outpatient clinics, home health, mental health, etc. Organizations will need to include patients in their improvement activities by adding them to their committees, conducting focus groups, etc to brainstorm solutions. Organizations will need to transition from creating staff-centered solutions to patient-centered solutions.
WHY DID YOU JOIN THE BERYL INSTITUTE?
I am always looking for proven best practices to improve our patient's care experience to share with our leadership and staff.
WHAT DO YOU DO FOR FUN WHEN NOT WORKING/STUDYING?
I love hanging out with my 3yr old nephew (pictured). Running around and playing games with him is so much fun and great stress relief!