THE METHODIST EXPERIENCE

“The Methodist Experience means that I’m actually making someone a little more comfortable than when they started out.”

The MeThodisT experience By Nkem Okafor

Methodist registered nurse Majorie Bolalin assists a patient.

Shaping each patient encounter into one that is unique to them is the driving force behind the Methodist Experience: A concept that individualizes patient care and engenders an environment of comfort and healing.

“We ask patients on the first day of their visit if they are interested in telling us more about themselves,” says Leticia Elizondo, a patient liaison who works with radiation oncology patients. “What do they like? What makes them comfortable?” The tidbits she gleans from these interactions are used to help comfort patients in stressful or painful situations.

“It’s giving the patients something to feel, like ‘wow, I want to go back there. I want to tell the people I know that if you go to Methodist, you are not a number; you are an individual — a person, a friend, a family member,’” says Elizondo, who has worked at Methodist for nearly six years. “We build relationships with our patients. They feel like they are family to us, and we feel like we are family to them. … That’s what makes the difference.”

Fostering trust and empowerment

What originated as a pilot program in 2005 has evolved into an outpatient and inpatient strategy that showcases exceptional, personalized care and service for patients in a safe environment. The Methodist Hospital’s vice president of Human Resources, Carole Hackett, says promoting safety helps patients and employees feel secure and protected, enhancing the experience.

“Paying attention to detail and reporting potential safety risks help protect our patients and colleagues and work to prevent high-risk events,” Hackett says. “All these elements coalesce to foster trust and empowerment.”

In addition to patient interaction, physical environment is inherent to the Methodist Experience. Exam and procedure rooms have names like peace and perseverance, and artwork depicts nature themes with an emphasis on water — all designed to render a tranquil atmosphere. Last year, the hospital opened the Healing Garden, a serene, outdoor space for patients and their families (see page 5).

Patients receive small, smooth stones with faith, strength, courage or believe printed on them — symbols of inspiration and hope. Tote bags and portfolios also are provided to assist patients during their visits. And their favorite snacks, drinks and music selections provide a boost and help pass the time.

The MeThodisT experience

“Methodist experience makes it possible for each patient to feel at home.”

Randy Kirk

Engaging employees

As patients navigate the numerous buildings on the Methodist campus on any given day, it’s commonplace to see employees who do not hesitate to walk lost patients to their destinations, explain treatments and procedures, smile and greet guests consistently, and say, “My pleasure” and “How may I help you?” without second thought. Some may view these behaviors as common courtesies, but it’s more than that. It’s the Methodist Experience.

Methodist Experience training begins on day one of employment. Last year alone, more than 5,300 employees received service training. “Methodist Experience makes it possible for each patient to feel at home,” says Randy Kirk, project specialist and head of Methodist Experience training. “It’s making sure our patients feel that they are in a place where they are loved and taken care of.”

As the program unfolded throughout the hospital, patient and employee satisfaction scores soared. Yes, the program largely focuses on the patient experience, but it directly affects employees as well. “In order for any organization to be successful, you have to have the people in the organization understand their alignment,” Hackett says. “You have to engage employees so they feel that they have a sense of purpose and can make a difference.” Kirk says the Methodist Experience is ingrained in the hospital’s culture. Simply put, it’s hardwired into what every employee lives and breathes every day. “I hear patients say that Methodist touched their lives,” patient care assistant Dewayne Bailey says. A Methodist employee who celebrated his eight-year anniversary at the hospital in March, Bailey assists nurses in the Methodist DeBakey Heart & Vascular Center.

“They tried other hospitals, but when they come here, they say they received the attention that they needed,” he says. “The Methodist Experience means that I’m actually making someone a little more comfortable than when they started out. The Methodist Experience is a way of life. This is how you treat patients.” n

Dear Staff of the DeBakey Cardiovascular Center, I had two tests at your department. There was a preference page to fill in. I thought it wouldn’t be read immediately, but I was absolutely wrong. A lady brought me information I requested and water. When the nurse called me, he used my nickname. And wow, beautiful classical music was playing while I was having my test. You immediately responded to my requests. The staff that did the procedures was also very good, respectful and kind. Your grateful patient, Maria Cleofe V. Cinco 4/23/2010

Dewayne Bailey and Leticia Elizondo

Methodist Outpatient Center

The new Methodist Outpatient Center, opening July 13, is designed around the Methodist Experience – a patient-centered concept of healing and comfort that blends the science of medicine with the science of personalization.

Rooted in its Leading Medicine vision, Methodist is elevating patient care to a one-of-a-kind experience for patients. The 1.6-million-square-foot facility offers a healing environment that caters to personal preferences, addressing the physical, emotional and spiritual needs of each patient.

Special attention has been given to design elements that promote healing — muted lighting, soft curves, free flowing spaces, large windows facing scenic views and modern furnishings.

No two patients are alike. And at Methodist, we treat each patient as an individual and strive to provide personalized and meaningful treatment no matter their condition. n

Photos courtesy Woodallen Photo-Houston

Healing Garden

Celebrating the natural, outdoor environment within an urban context, The Methodist Hospital’s Healing Garden opened last year to provide an intimate and calming retreat for patients and their families.

Designers of the 11,000-square-foot garden integrated a variety of textures, patterns and shapes inspired by nature. Metal, stone and glass, vibrantly colored plant material, and the movement and sounds of a water feature converge to form a serene milieu that engages all the senses.

The garden, which was designed to promote healing, took 18 months to complete. The layout emphasizes openess and the free spirit of nature while providing a protected space for peaceful, private reflection.

Located in the outdoor space between the Dunn and Fondren-Brown buildings, the Healing Garden can be accessed at the front of the hospital near Wiess Chapel or from the first floor of the Fondren-Brown building. n