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URMC / Highland Hospital / Medical Professionals / Physician News / October 2020 / Patient Experience Now Part of Quality/Patient Safety

Patient Experience Now Part of Quality/Patient Safety

Sharon Johnson, MBA, CPHQ, CPPSSharon Johnson, MBA, CPHQ, CPPS

Highland’s focus on performance improvement is expanding and Sharon Johnson, MBA, CPHQ, CPPS, has assumed additional responsibilities with a new title of Director of Quality/Patient Safety and Patient Experience.

Johnson sees quality and performance improvement efforts complementing each other. “Performance improvement tools and techniques can and should be used for clinical improvement initiatives,” she said. New to Johnson’s department is supervision of the Patient Experience team.

“Quality, safety and the patient experience are so interrelated,” she said. “You actually can’t have one without the other,” she said. “We felt that they all belonged in the same arena. Working with Patient Experience staff Amy Eisenhauer and Peggy Petrone, we are currently pursuing several initiatives to heighten the patient experience.”

The team plans to enhance the structure and scope of the current patient family advisory council. “We are going to start groups for specific patient/disease populations,” said Johnson. The initiative will begin with a pilot project for cystic fibrosis patients and families and expand into other patient populations.

“We want to hear more from patients and families and seek their input and feedback directly,” said Johnson. The team plans to continue to use patient satisfaction surveys and further develop communications and participation.

“I’m very excited about the opportunities ahead to enhance patient care,” said Johnson. “We have amazing teams in Quality Management, Performance Improvement, and Patient Experience and by bringing these teams together there is so much more we can accomplish for the good of our patients.”


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