In her role, Brittany manages the timely review and tracking of all patient grievances for the Vail Health System. She implements and supports policies, procedures and processes for investigation and resolution of patient complaints and grievances. In addition to counseling supervisors and managers on the management of patient conflict, Brittany uses a proactive approach to customer service. She also provides on-going training to all staff members in regards to the importance of the patient experience, no matter what their role is in the organization and strives to improve quality results by evaluating data and studying trends, as well as collaborating with other departments in support of providing the best patient experience to all patients.
WHAT IS YOUR MOST SIGNIFICANT ACCOMPLISHMENT IN YOUR ROLE?
Since I have taken over the role of Patient Advocate, I have helped to design a process to capture and address all complaints and grievances. I feel I have empowered individuals to advocate for their patients while holding staff accountable for addressing and understanding specific patient concerns.
WHAT IS THE BIGGEST CHALLENGE YOU ARE CURRENTLY FACING?
Expanding the Patient Advocacy program beyond patient complaints and grievances.
WHAT ARE YOUR VIEWS ON THE FUTURE OF PATIENT EXPERIENCE?
I am in the process of tracking and trending the needs of the patients in our community through patient feedback. I hope to gather enough data so as to form a more robust program for our organization that anticipates the needs of patients and provides resolution prior to an issue arising.
WHAT DO YOU DO FOR FUN WHEN NOT WORKING?
In my spare time I enjoy hiking with my dog, four wheeling, horseback riding, camping and spending time with my family and friends.
WHY DID YOU JOIN THE BERYL INSTITUTE?
I am a member of the Beryl Institute for it is a community of individuals whom are invested in improving the patient experience. The Beryl Institute is a group of people that I can rely on to bounce ideas off of when I have hit a road block that feels more like a tight knit family than just being a part of another list serve. It is a support system that I only hope other individuals get to experience in their careers.