DIR - PATIENT EXPERIENCE

Responsibilities

The George Washington University Hospital (GW Hospital) continues to be a leader in providing the highest level of quality and compassionate healthcare for the D.C. Region. U.S. News & World Report has just released the 2023-2024 ratings and rankings, in which GW Hospital is recognized as a Best Regional Hospital. GW ranks 5th in the region, which includes hospitals in D.C. and parts of Maryland, Virginia and West Virginia.

GW Hospital achieved "High Performing" status in two specialty areas, Neurology and Neuroscience.

In addition, GW Hospital receiving "High Performing" designations for the following 10 procedures: COPD, Diabetes,Heart Attack, Heart Failure, Kidney Failure, Leukemia, Lymphoma and Myeloma, Lung Cancert Surrgery, Pneumonia, Prostrate Cander Surgery and Stroke.

Measured by factors such as patient outcomes, "High Performing" is a designation U.S. News & World Report bestows to recognize performance in these specialties that is significantly better than the national average. GW Hospital received the American College of Cardiology's National Cardiovascular Data Registry (NCDR) Chest Pain - Myocardial Infarction (MI) Registry Platinum Performance Achievement Award for 2023. *GW Hospital is the only hospital in Washington, D.C., to be recognized for this service line.

"We are thrilled that GW Hospital's commitment to providing the highest quality care to our patients has again been recognized by U.S. News & World Report ," says Kimberly Russo, Chief Executive Officer/Group Vice President -DC region. "As an academic medical center, we continually strive to advance patient care and achieve the best outcomes possible. These rankings are a testament to the dedication of our entire team to elevate healthcare in the nation's capital. This award underscores our staff's dedication, specialized skills and clinical excellence.

To be ranked as a Best Regional Hospital, a hospital or healthcare system has to outperform its peers in procedures and conditions that U.S. News & World Report evaluates, including risk-adjusted survival, patient experience, level of nursing care and successfully returning patients home following discharge. The annual Best Hospitals rankings and ratings assist patients and their doctors in making informed healthcare decisions.

"At GW Hospital, we are proud to offer a range of advanced services and treatments. Our multidisciplinary care teams are dedicated to outstanding clinical services, research, and education in order to improve care, quality and outcomes for our patients," says Ulises Torres, MD, Chief Quality Officer at GW Hospital. "These recognitions by U.S. News & World Report , which place us within the top hospitals in the region, highlight the expertise, commitment and diligence delivered to each patient in our care."

Children's National Hospital, GW Hospital's NICU partner, was recently ranked the number two hospital in the country for neonatology by U.S. News & World Report . In addition to these recent U.S. News & World Report recognitions, GW Hospital also provides high-quality care in the region through its designation as a Level I Trauma Center and designation as a Comprehensive Stroke Center.

Position Summary

• Reporting to the Chief Quality Officer, the Director of Patient Experience will drive and support multiple patient experience and cultural transformation strategies across the organization, in various inpatient and outpatient settings, intended to achieve strategic objectives. This leader will work collaboratively with leadership across the organization to execute on fostering a patient voice-informed continuous improvement approach, achieving consistent patient experiences across the organization, and driving a patient experience data-driven culture. The Director will develop and support the implementation of an integrated system of people, processes, and data and education resources dedicated to creating an exceptional patient experience and progressive cultural transformation. This role will have responsibility for developing, executing, and measuring the effectiveness of programs and initiatives that help to drive an outstanding patient experience. The Director will lead the patient experience transformation effort to include employee, leader, and provider-level engagement around all patient experience and satisfaction initiatives. The role requires an extensive partnership and collaboration with stakeholders across the organization to identify issues, determine solutions, and execute strategies aligned with the mission to create a world class consumer experience.
• The Director of Patient Experience will provide oversight and operational responsibility for Patient Relations, Guest Services, Patient Experience, Spiritual Care Services, Language Services, Volunteer Services, including Music and Pet Therapy and Patient and Family Advisory Council, GW Proud Recognition Program, and the Service Excellence Program. The Director is responsible for managing a core team of patient experience managers, advocates, program coordinators, and volunteers, assigning them to support clinical/nonclinical departments, managing their performance, and tracking their professional development by overseeing the work of direct reports, and providing coaching and education to achieve optimal performance, alignment and productivity.

Qualifications

• Education/Qualification

• Masters degree in healthcare administration, business, hospitality management or related field
• Experience with Press Ganey hospital surveys strongly preferred

• • 4 years' experience at supervisory level in a health care facility or other service industry

• Skills

• Proficient communication skills, both verbal and written

• Proficient interpersonal skills

• Ability to maintain confidentiality

• Ability to adapt to multiple and changing priorities

• Proficient knowledge of the health care environment, HIPAA regulations and other related healthcare regulations.

• Must be self-motivated, committed to health education and dedicated to exceeding customer expectations

• Proficiency in Microsoft applications required

About Universal Health Services

One of the nation's largest and most respected providers of hospital and healthcare services, Universal Health Services, Inc. (UHS) has built an impressive record of achievement and performance. During the year, UHS was again recognized as one of the World's Most Admired Companies by Fortune; and listed in Forbes ranking of America's Largest Public Companies. Operating acute care hospitals, behavioral health facilities, outpatient facilities and ambulatory care access points, an insurance offering, a physician network and various related services located all over the U.S. States, Washington, D.C., Puerto Rico and the United Kingdom. www.uhs.com