SMH brings focus to Patient Experience

Sheridan Memorial Hospital Director of Patient Experience Kelly Lieb and Emergency Department and Intensive Care Unit Supervisor Teara Leibee made an appearance on Sheridan Media’s Public Pulse to discuss the critical component of patient experience. 

Lieb said although her primary team is made up of three dedicated individuals, everyone working at Sheridan Memorial Hospital is a Patient Experience team member. 

K. Lieb  

According to SMH, the definition of patient experience is the sum of all interactions shaped by an organization’s culture that influence patient perceptions across their care journey. A patient’s experience relates to their memory of what happened during their care.

The goal for SMH is to exceed the expectations of patients, families and hospital guests. This undertaking means the hospital will measure their efforts and continuously identify areas for improvement. Patients are routinely surveyed for feedback about their recent health care experience at every level of care the staff provides.

For many, Leibee and her team are some of the first team members patients see. Here in Sheridan, it’s not often one has to wait in the Emergency Department. In larger cities the wait can last hours. Leibee said if someone has to wait long periods in the ED, it’s usually due to a much more severe case being handled by staff. Patient Experience comes into play within the department simply through communication. 

T. Leibee

Patient Experience is much more than just ensuring a patient is pleased with their visit and will be a returning customer, Lieb said, it’s about ensuring people are cared for, know they are cared for and understand what their provider is doing to ensure that care. It’s the right thing to do, Lieb said. 

To find out more about SMH and Patient Experience, click here.