Did you know UofL Health has an entire team dedicated to ensuring our patients are having the best experience possible at our facilities? Meet the UofL Health – Patient Experience team!
Their roles are to listen to patient feedback through survey data and comment collections, in addition to utilizing their findings and collaborating with department leaders to make patient-centered changes that enhance how patients perceive their care.
This small but mighty group of 13 team members has been with UofL Health for two years. On the roster, they have:
- Judy Kees, senior director of Patient Experience and coach for UofL Health – Brown Cancer Center
- Jennifer Hoert, Ph.D., CPXP, director of Patient Experience
- Carey Henderson, MSN, RN, coach for UofL Health – UofL Hospital
- Charles Sowards, coach for UofL Health – Shelbyville Hospital
- Eric Warren, FACHE, coach for UofL Health – UofL Physicians
- Greg Jamison, BSN, RN, coach for Emergency Departments
- Joanna Alexander, project coordinator
- Kaden Ross, MHA, coach for UofL Health – Medical Centers
- Lisa Mivelaz, clinical quality specialist
- Megan Porter, MHA, MS, OTR/L, coach for outpatient services – UofL Health – Downtown Medical Campus
- Rayna Nelson, LCSW, coach for UofL Health – Peace Hospital
- Samantha Harris, coach for UofL Health – UofL Physicians
- Sherri Thompson, data analyst
With our UofL Health mission statement as the foundation and focus of their work, the Patient Experience team has several responsibilities to bring improvement to our organization.
“We coach and develop leaders of all levels in the organization and assist in hardwiring best practices,” said Judy.
For the 2022 fiscal year, the team is working on its goal to improve overall patient experience outcomes and exceed the national average in survey scores. This is achievable through the team’s most important processes and practices such as:
- One-on-one coaching sessions and rounding with leaders to discuss the relevant data analysis for their department. This ensures patient feedback is being communicated and used for effective change.
- Training and validation of how to make lasting improvements.
- Developing and executing collaborative action plans.
Get to Know the Team
We asked the Patient Experience team a few questions to learn more about their group dynamic and individual personalities. Here’s what we found out:
Q: Who is most likely to get recognized by the Guinness World Record, and what would it be for?
A: Greg – He’d win for the most unique laugh!
Q: Who would most likely get away with murder?
A: Judy – She’s the sneakiest of the bunch!
Q: Who is the best cook?
A: Eric – We’ll have whatever he’s making.
Q: Who is the most talented on the team?
A: Megan – Don’t forget us when you’re famous!
Q: Who is the most caring?
A: Sami – She has a heart of gold.
Q: Who is the team jokester?
A: Eric – He can bring a smile to anyone!
Q: Who is the most athletic?
A: Carey – She stays active and loves a good competition.
Q: Who is the most introverted?
A: Kaden – He’s quiet, calm and very reliable.
Q: Who travels the most?
A: Sherri – Call her for a great story!
If you’d like to learn more about our Patient Experience team, visit their intranet page by logging into our employee intranet!