In his role, Marcelo is responsible for structuring and improving the communication channels for capturing the voices and perceptions of the patients and their families and use these to drive the improvement projects throughout the Institution, in a collaborative approach and partnership with patients. He also strives to create alignment strategies for leadership, staff and physicians to strengthen their Culture of Quality, Safety and Patient Centered Care.
WHAT IS YOUR MOST SIGNIFICANT ACCOMPLISHMENT IN YOUR ROLE?
For the last 12 months, I have been developing the Office of Patient Experience at Hospital Sírio-Libanês. By reviewing our processes and implementing new practices of Patient Experience Management, we have built a thriving culture of transparency and accountability.
My team and I also created the Patient and Family Advisory Councils, the Storytelling Program, and
I am particularly proud of establishing links with national and international organizations to collaborate and share experiences.
WHAT IS THE BIGGEST CHALLENGE YOU ARE CURRENTLY FACING?
Now that our processes and projects are better established at our main unit, we must integrate these practices and new projects like “Behavioral and Communication Skills Training Program” and “Patient Activation and Engagement Program” in all units (private and public) of our system.
WHAT ARE YOUR VIEWS ON THE FUTURE OF PATIENT EXPERIENCE?
The more I see patients, as a physician, and work with Patient Experience, as CXO, the more I am sure that patient experience it is not about satisfaction or soft science but a strengthening of culture and a recommitment to the purpose of why we choose to work in healthcare. In my opinion, it will be impossible to drive Patient Experience efforts without working on Institutional Culture and putting Patient Experience and Caregivers Experience in the same strategic level.
WHAT DO YOU DO FOR FUN WHEN NOT WORKING?
I love to spend time with my wife, our two little boys and our family. We love to cook and to receive friends at home. My favorite relaxing activity is to watch movies and listen to music.
WHY DID YOU JOIN THE BERYL INSTITUTE?
The Beryl Institute is an amazing global community that supports professionals and institutions on different levels of Patient Experience Culture maturity, allowing us to learn and share insights and best practices by promoting continuous education programs and networking across the globe.