David Feinberg, MD, president and CEO of Danville Pa.-based Geisinger Health System, is enhancing the healthcare experience, according to Forbes. Geisinger encompasses 12 hospitals and 30,000 employees.
Here are five things to know:
1. Dr. Feinberg isn't afraid to look to other industries for strategies to enhance healthcare. Based on customer service executed in the retail industry, he decided to implement his own version for healthcare. A pilot program, ProvenExperience, refunds patients who felt Geisinger fell short of their expectations. Dr. Feinberg noted patients have not been abusing the program, and he thinks there is value in patients knowing hospitals care about the quality of their experiences.
2. He develop an exceptional mission statement and then actually executed it. When he worked for the University of California Los Angeles Health, Dr. Feinberg noted their mission statement was the only medical center to include the word, "kindness." He understands hospital experiences are built on clear values and solid leadership.
3. Dr. Feinberg gets on the ground level to interact with patients and see how staff members are carrying out processes. He sat in the waiting room of a Geisinger clinic to see the patient check-in process in action. He also consistently makes his way into the kitchen to chat with the cooks and catches up with nurses in the hallway. Dr. Feinberg grasps the importance of being immersed in the business and being one with the staff.
4. At UCLA, Dr. Feinberg helped create a communication program, C.I. CARE, which he implemented at Geisinger. The program trains employees in outstanding interactions, and stands for: Connect; Introduce; Communicate; Ask persimmon and anticipate; Respond; End with Excellence.
5. Dr. Feinberg dons the role of chief storytelling officer, never missing a chance to share a patient's experience. He often asks patients to speak about their experiences or reads patient letters aloud.