“Leadership applies to everyone.”
No matter what your title or position is at Texas Children’s, every employee makes an impact in the way we fulfill our mission. Simply put – everyone is a leader, which is the principle of my second Maxim of Leadership.
Texas Children’s employees and staff often go above and beyond to ensure our patients and their families have a positive experience, from the moment they walk through our doors to the moment they leave any of our health care locations. This past year, two of our Emergency Center (EC) nurses showed us that leadership is a quality, not a title. When our patients were constantly enduring long wait times in the EC, Kimberly Almon and Marianne Oldroyd were determined to figure out what the barriers were and what processes could be removed or changed to provide an overall better and safer patient experience.
Historically, there was a multi-step, check-in process for patients and their families before being placed in a room and getting to see a physician. While this process made sense from a staff perspective, Kimberly and Marianne realized that the process added an extra layer of anxiety to an already stressful situation for families. They put themselves in their patients’ shoes and asked, “Do families want to fill out multiple forms? Do they want to keep repeating possibly sensitive information? Do they want to be led around the entire first floor of the building before arriving at their own room?”
Thanks to these two nurses asking questions and then responding with simpler, streamlined processes, we’ve created a more patient-centered experience in the EC. Reducing the time patients and their families spend prior to seeing a physician has improved the overall patient experience at Texas Children’s. In fact, as a result of Kimberly and Marianne’s assertiveness, this process change has contributed to the highest patient experience scores the EC has ever seen.
Due to the success at Texas Children’s medical center campus, the West Campus EC staff has also implemented the new patient flow process, and The Woodlands hospital recently began its implementation of the process. And in addition to being recognized by their peers for these truly impactful efforts, Kimberly and Marianne’s work was recently accepted for a podium presentation at the Nursing Professional Development Conference.
Kimberly and Marianne spearheaded a process change and worked with their colleagues and leaders to improve the overall patient experience in the EC. Their actions remind us that leadership applies to everyone. I’m so grateful that they are part of Texas Children’s One Amazing Team.
I’d like to hear from you … how do you embrace your power to lead and make a difference every day?
Take the leadership challenge, and score a spot at a Houston Texans event!
Over the next four weeks, Mark Wallace’s blog will highlight employees who demonstrate his Maxims of Leadership. Each blog post will pose a leadership question that you may respond to in the comments section of the blog post.
In September, the Corporate Communications team will collect all of your comments and draw the names of 100 commenters to attend a private event with the Houston Texans, including a behind-the-scenes tour of NRG Stadium, an autograph session with two Houston Texans football players and photos with the Texans cheerleaders.
So make sure you respond to the question at the end of
Mr. Wallace’s blog post to be entered to win!
Click here to watch a video about how Texas Children’s and the Houston Texans are leading in patient care and on the football field every single day.