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Member Spotlight - April 2017
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Tina Jones


Patient Experience Coordinator
Saint Luke’s Hospital
Kansas City, Missouri

In her role, Tina continuously and proactively improves the patient experience. She works with frontline staff, physicians and her organization's Patient and Family Advisory Council to understand how they can exceed a patient’s expectations and create an experience that makes them feel truly cared for. Tina is also responsible for managing the complaints and grievances for the organization. She is excited to share that she is so fortunate to have a passion for what she does for a living!

WHAT IS YOUR MOST SIGNIFICANT ACCOMPLISHMENT IN YOUR ROLE?

I was thrilled and humbled to receive one of The Beryl Institute Research Grants and am currently working on implementing Empathy Huddles throughout the organization. These are brief weekly huddles that remind staff of the patient’s perspective. I also invite former patients to speak with staff on a monthly basis. I’ve created an Empathy Series for several units where on a quarterly basis we review our patient survey feedback and review in more detail how we can remain empathetic. I believe being empathetic is the key to providing an excellent patient experience. It also helps staff to remember why they got in to healthcare to begin with and helps them find meaning in their work. This helps prevent compassion fatigue and burn out.

WHAT IS THE BIGGEST CHALLENGE YOU ARE CURRENTLY FACING?

My biggest challenge right now is accomplishing all I want to accomplish. My facility has over 400 beds and I am a one-person department. I absolutely love working with staff and sharing my passion for the patient experience. I would love to build a bigger team so we could reach more staff and build a more robust program.

WHAT ARE YOUR VIEWS ON THE FUTURE OF PATIENT EXPERIENCE?

There is so much technology that can add value to the patient experience. As the population ages, they will rely more on technology for communication with their healthcare providers. I think we must continue to utilize technology to enhance the patient experience but also keep in mind that there is nothing that can replace a meaningful person-to-person interaction.

WHAT DO YOU DO FOR FUN WHEN NOT WORKING?

I love to lift heavy weights at the gym. It’s fun to be one of the few women in the gym lifting as much as the guys! It’s a great stress reliever. I also love gardening and doing just about anything outdoors. I’ve been married to the same wonderful man for 31 years and have two fantastic sons.

WHY DID YOU JOIN THE BERYL INSTITUTE?

The Beryl Institute is a great resource of information on best practices, new research and provides wonderful networking opportunities. It’s been so valuable to me to be able to reach out to others in this industry and hear what they’re doing. I also realize that many of us struggle with the same issues and that this patient experience journey is just that – a journey.

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