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Patient Experience

Patient centeredness – one of the six components of safe, timely, effective, efficient, equitable, and patient-centered (STEEEP) care – means establishing partnerships among practitioners, patients and their families to ensure that:

  • The medical decisions respect patients' wants, needs and preferences.
  • Patients have the education and support they need to make decisions and participate in their own care.

 

Patient-centered interactions contribute to better patient experiences, clinical outcomes and operational outcomes.

 

Example Initiatives:

  • Goal Setting Support
  • Service Behavior Training
  • Communication Training
  • Process Improvement Consulting
  • Transparent Reporting of Performance
  • Technology solutions to support rounding and other initiatives

 

Leadership 

 

Christina Saint Martin

Christina Saint Martin, MPA

Christina Saint Martin, MPA, serves as Vice President and Chief Patient Experience Officer for Baylor Scott & White Health (BSWH). In this role, she is responsible for designing and leading patient-centered care efforts and cultural enablers across the BSWH health system to improve the patient experience. Ms. Saint Martin has extensive training and expertise in the methods and application of performance improvement, service programming, design thinking, and innovation to health care redesign. She has over 18 years of demonstrated achievements in building infrastructure, exceptional teams, and delivering substantial and sustainable results.

 

Prior to joining BSWH, Ms. Saint Martin served as an executive leader driving business transformation, training & education programs, and patient experience improvement in a number of healthcare organizations, including: MedStar Health, a 10 hospital integrated delivery system in the Washington DC/Maryland region; Stanford Health Care, a large premier Academic Medical Center in Palo Alto, California; Virginia Mason Medical Center, an integrated delivery system in the Pacific Northwest; and also, the National Health Service of the United Kingdom.

 

Christina received her Bachelor’s Degree from Northern Michigan University, her Master’s Degree from Seattle University, and completed three post graduate Fellowships. Christina spent over 8 years training with master teachers from Japan in the Toyota Production System and also completed her training in Design Thinking at the Stanford University Design School.

 



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