Kelly Sue Vorseth / Abu Dhabi

„Communication skills are extremely important for the medical staff.  Small changes in how clinicians say things to patients make a huge difference.  Due to this, we find it very important to have training sessions for our staff to uplift  their communication skills in delivering excellent Patient Experience  “ says Kelly Sue Vorseth, Director of the Patient Experience Department in SSMC in Abu Dhabi.

 

The global healthcare leader, the Mayo Clinic, a well-known innovator in the area of Patient Experience brought their philosophy in Abu Dhabi with the establishment of one of the largest hospitals in the UAE – Sheikh Shakhbout Medical City Abu Dhabi. The new hospital reflects the commitment of SEHA to clinical excellence and a superior Patient Experience and should be a top destination for medical care in the Middle East over the next decade.

 

During the International Patient Experience Symposium, which recently took place in Abu Dhabi, world healthcare leaders pointed out that putting patients first requires more than world-class clinical care and that it encompasses every aspect of a patient’s encounter, including physical comfort and educational, emotional, and spiritual needs.

Sistina Ophthalmology which is the first medical hospital in the region to set patient experience as its strategic goal and the first to establish an Office of Patient Experience, was shoulder by shoulder with world leading hospitals. Dr. Vesna Cado, the founder of the PLX Academy and the creator of an awarded model of patient care – the Patient Luxury Experience (PLX) applied in Sistina Ophthalmology.

 

She talked to the Director of the Patient Experience Department in SSMC,  Kelly Sue Vorseth, at the 4th Annual International Patient Experience Symposium organized by Cleveland Clinic, Abu Dhabi, where they exchange experiences, knowledge and future trends in healthcare.

Dr. Vesna Cado (left) and Kelly Sue Vorseth (right)

At the very beginning of the conversation they agreed that is a big responsibility and privilege to work in healthcare, and that it makes a huge impact (either positive or negative) on the lives of other human beings. Also, that we should not take it for granted.

 

Communication skills are extremely important for the medical staff – small changes in how clinicians say things to patients make a huge difference.

 

  • Mrs. Kelly what brought you to SSMC and what is the PX philosophy at the Mayo Clinic in Abu Dhabi?

 

I have been at SSMC in Abu Dhabi for just a little over a year now.  The hospital was established as a joint venture with SEHA, as part of the vision  of Abu Dhabi to evaluate healthcare in the region to 2030. In 2019, SEHA partnered with the Mayo Clinic on a joint venture to operate SSMC.  As a Mayo Clinic employee of 23 years, I was given the opportunity to join the Patient Experience team at SSMC to work together on a strategy and philosophy.

 

Our Patient Experience strategy blends the rich culture and traditions of the UAE, with the core values and philosophy of the Mayo Clinic, including the primary values of “The needs of the patient come first”. 

 

That philosophy means that patient experience runs deeper than treatment or diagnosis and requires a higher understanding of human beings.  

 

At a process level, that means that we are working toward a culture where in everything we do, from workflows and the creation of policies, to how patients flow through our facility, we want to look at through the lens of the patient and their loved ones. We want our systems to circle around the patient, not the patient circling around what is easier for us. 

In SSMC patients receive individualized attention from a team of experts working together to deliver trusted and compassionate care. Our model of care guarantees meeting the needs of each patient in timely and effective manner, starts from the very first point of contact with the hospital, to the moment they return home, safe and sound.

  • How does it influence medical results and loyalty of patients? What are the greatest benefits? 

Patient Experience, at its core, is about doing the right thing and putting the needs of the patient first. A physician can have great clinical outcomes, but if the patient feels like a statistic and is not respected as a human being, the patient will most likely go elsewhere or at the very least tell friends and family about their negative experience. Healthcare staff needs to understand how important it is to connect with their patients, respect their time, involve them in the decision-making and make future steps in their care comprehensible. If a clinician can do this, research shows some of the greatest benefits are adherence to treatment plans and follow-up care. In short, the quality of the care and the outcomes are better.


Another great benefit is the loyalty to the physician and the facility.  Patients through word of mouth will “advertise” to others, their positive testimony of the care team and will want to come back to the facility for any additional medical needs.  Finally, when physicians and care teams can connect with their patients, it increases their job satisfaction as well … it is an intrinsic motivator that helps continue the positive cycle.

  

  • Doctors, nurses and other healthcare administrators are part of the patient journey and greatly influence the patient experiences and excellence in medical care. What is your approach towards employees? Why is it crucial to have everybody “on board”? 

     

Our approach with the healthcare team is to remind them of the“why”?Why do they come to work every day?  What drove them to choose the healthcare field? Do they show up just for the paycheck or for something much more meaningful? They can come to work and just get through their day of tasks, or they can come to work inspired to touch the lives of patients in a positive way. It is a choice. For some, it is a perspective shift. When we are at work, it does not take too much energy to be positive, respectful, and compassionate with patients. 

 

We also want to set clear expectations and standards. Even if the “why” of an SSMC team member is unsure or is not driven by patient-centered care, we want to make sure we communicate to them the standards we accept.  This is because all staff members from every level represent SSMC, they are the face of SSMC to our patients. Setting clear expectations allows for accountability and the ability to have followed-up mentoring/coaching conversations with team members that are not meeting the standards that have been set forth to them. 

 

  • We all become patients at one moment of our life. Professionally, you are focused on experiences in medical care. How critical are you when you find yourself “in the shoes” of a patient? 

I fear that sometimes, healthcare workers become numb to the humanity of those we serve, and it becomes just a routine job. However, we need to remember what a huge impact (either positive or negative) we can make in the lives of another human being. It is a huge responsibility and privilege to work in healthcare, and we should not take it for granted.

 

On the other hand, when we put our health in the hands of facilities and they hold it gently, they validate our fears, they go above and beyond to accommodate us and they make us feel that they care, it is forever engraved in our memory.

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