Building a Stronger Patient Experience Through Employee Engagement with Jill Mabry

Jill Mabry, Vice President of Patient Experience at Novant Health, emphasizes the growing integration of patient and consumer experiences in healthcare. With over three years at Novant and extensive experience in the patient experience sector, Mabry highlights the importance of viewing patients as consumers who engage with healthcare both digitally and physically. This shift has prompted Novant Health to focus on creating a seamless experience throughout the entire healthcare journey, acknowledging that patients' interactions with the system extend beyond traditional care settings.

Mabry discusses the challenges of expanding Novant Health's footprint across the Carolinas while maintaining a strong culture of kindness and compassion among team members. She notes that investing in employees is crucial for enhancing patient experience, as a motivated workforce leads to better care delivery. The organization has implemented innovative training programs, such as the SPARK initiative, which encourages team members to embody core values through engaging and fun methods. This approach not only recognizes individual contributions but also fosters a positive work environment that ultimately benefits patient care.

Furthermore, Mabry stresses the importance of understanding patient feedback beyond traditional metrics. She advocates for capturing the nuanced voices of patients through qualitative data, such as comments and sentiments from surveys, to inform improvements in care. By prioritizing effective communication, compassion, and access to care, Novant Health aims to enhance the overall patient experience while recognizing that employee satisfaction is intrinsically linked to patient outcomes.

In this episode, Jill Mabry, Vice President of Patient Experience, Novant Health, discusses how investing in team member engagement, recognition, culture, and patient feedback can strengthen patient experience and drive meaningful improvements across a growing health system. She also shares how Novant Health’s SPARK program brings these strategies to life.