COMMUNITY UPDATE
May / June 2018
Upcoming Events
May 15, 2 - 3 PM ET
Webinar - Millennials + Healthcare: How to Create Synergy within a Four Generational Workforce
Presented by Megan Charko MAM, Program Manager, Pediatrics, NRC Health

Let’s face it: Millennials are changing the game. They’re young, hard to define, and many are not playing by traditional healthcare rules. Millennials are also the future of our workforce. So, what are we doing to attract and engage them. This webinar devotes special attention to a perplexing but important demographic group and in the process uncovers several interesting trends. Join us to gain deep insights into the mysterious Millennial and uncover what makes them unlike any other generation.


June 26, 2 - 3 PM ET
Webinar - Inside a Patient Simulation Lab: Learning from a Real Patient
Presented by Jamie Di Piazza-Rodriguez, MSW, Manager of Patient Experience, Languages Services, and Patient & Family Relations, Hillcrest Medical Center

Take a deep dive into a Patient Experience Simulation Lab to expose real life interactions. The Hillcrest Medical Center’s Office of Patient Experience collaborates with nursing, education and advocacy to analyze our customer service and patient care. Participants will hear insights toward enhancing competencies and presence at the bedside to eliminate human suffering.

2018 Ruth Ravich Patient Advocacy Award Recipient

The PAC recently presented Melissa Thompson MBA, Cancer Patient Advocate at Memorial Sloan Kettering Cancer Center, with the 2018 Ruth Ravich Patient Advocacy Award in recognition of her extraordinary contributions to the field of patient advocacy and to fellow patient advocates.
Through a combination of creativity, dedication, empathy and authenticity, Melissa advocates for patient-driven innovation and exponential progress in healthcare systems and policy, HIT, cancer, and chronic disease management through speaking engagements, policy initiatives, and consulting. Melissa works with organizations to strengthen their digital strategy, marketing, leadership, business development, technology initiatives, and operations, with an underlying theme of patient-driven innovation. Melissa’s passion, insight and dedication drive her to advocate beyond the walls of her hospital.
> Learn More
Recommended Reading
The PAC Leadership team recommends you read The Washington Post's article, A doctor discovers an important question patients should be asked by Mitch Kaminski. This article shares the story of how understanding patient care goals is important and how care providers, patients and families can work together to ensure the most appropriate care for those facing the end of life.
> Read Now
PAC Publications
The PX Press Bookstore provides a library of resources designed for those that contribute to a positive healthcare experience for patients, families and the community. Current patient advocacy publications include:
  • In the Name of the Patient: The Patient Advocate Role in a Healthcare Facility
  • A Patient-Centered Approach to Handling Complaints and Grievances
  • The Written Word: Guidelines for Responding in Writing to Patient Concerns
  • The Sky is Falling...So They Called Me: Volumes One and Two
 Members of the Institute receive discounted pricing.
> Browse Publications
A Note from PAC Leader Carol Santalucia
I’ve just returned from my first medical leave ever (I had a total knee replacement) and it gave me time to think about a lot of things. First of all, I am very grateful for the job that I have. It was great to get back to work, in a job that I know I am making a difference in people’s lives. We just cannot take that for granted. I am also very grateful for the access we have to wonderful medical care, and I realize that is also something that we cannot take for granted. The other thing that I thought about a lot is balance in our lives. I know that’s something that is sometimes difficult for me. I like to say YES to things and to people, but sometimes at my own expense.
So, as I re-enter the workforce, I am committed to being mindful of balance, and of my own well-being. How do we balance our busy jobs with spending time with family and friends, with paying attention to our health, with focusing on our personal or spiritual growth, etc? It’s not easy, but I believe we have to be good examples of this for our teams at work, and our leader colleagues in the healthcare industry. I believe we must “recharge our batteries” and support and care for our colleagues in these efforts, in order to continue to do this intense and often emotional work.
And because I was on medical leave, I had to miss The Beryl Institute’s annual Patient Experience Conference. It was the first one I missed in a very long time, and I was really sorry that I could not be there because that is always an opportunity for me to reconnect and recharge. I hope many of you got the chance to do that, and I’ll continue to connect with you all virtually!

Carol Santalucia
Director of Service Excellence
Cleveland Clinic
The bi-monthly PAC Update is authored directly by members of the Patient Advocacy Community. To contribute to a future publication contact a member of the PAC leadership team.
www.theberylinstitute.org
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