PRC recently honored BJC HealthCare leaders and departments with 2023 Healthcare Leadership awards. The awards were announced during the PRC Healthcare Experience Summit Sept. 27. PRC, a leading provider of health care experience solutions, received more than 150 nominations submitted by health care organizations across the United States.
BJC’s 2023 PRC Healthcare Leadership Award recipients include:
Health Care Impact — Lisa Lochner, president, Missouri Baptist Sullivan Hospital
This highly competitive award recognizes an organization president/CEO nominated by their care team for embodying PRC’s core values of collaboration, service and innovation to lead meaningful impact, both within their organization and externally in their community.
Several MBSH managers wrote nomination letters in support of Lochner. Aaron Turner, emergency services manager, says, “Her dedication to support the community, our vision and goals, and personally support the services we provide the community is the reason Lisa should receive the Impact award.”
David Hartwick, executive assistant, says Lochner embodies Our BJC Values in her compassion for the employees and patients at MBSH. “She regularly rounds with staff and does not hesitate to assist patients and visitors in the hospital,” he says.
Robin Butts, manager of therapy services, says Lochner frequently collaborates with team members. “That has instilled the sense that she values and respects me and other employees, and when I feel valued, I am engaged,” she says. “Lisa has the confidence, wisdom and skill to invite others’ ideas on important matters, work together with them to develop plausible solutions, and let others shine.”
Lochner was presented with the award Oct. 17. “I am truly humbled and honored to receive this award, and to be nominated by the most amazing MBSH team makes the award even more special,” she says.
Health Care Excellence (Department Level) — Outpatient Lab, Missouri Baptist Medical Center
This award recognizes the team that has showcased efforts of growth in overall scores and most-improved response rates during their path toward excellence.
Jen Carron, BJC patient experience officer, says labs play a significant role in the patient experience. “Laboratory testing contributes 60%-80% of medical decisions related to diagnosis and treatment in a patient medical record. Because of this, laboratory services play a vital role across many service lines and, ultimately, the entire continuum of health care. The sheer volume of patients seen, coupled with the lasting impact the team can make on the patient’s perception of BJC and their willingness to continue care with us, highlights how significant this award is.”
Patient Experience (Department) — Outpatient Cardiac Testing, Missouri Baptist Medical Center
This award recognizes the team who found the perfect intersection of passion and care through the PRC Key Drivers of Excellence® to ensure an excellent patient experience within their organization.
Lauren McGinnis, MBMC patient experience manager, submitted the MBMC Outpatient Cardiac Testing department. Here is a short excerpt from the submission: “Since 2021, Outpatient Cardiac Testing has achieved an NPS rank above 99%. The Cardiac Testing team is mindful of the distress, confusion and anxiety any cardiac irregularity can cause for a patient and family. Utilizing their Key Driver of Instructions and Explanations of Treatment, Cardiac Testing has made a committed effort to providing exceptional communication and compassionate care to their patients, by utilizing BJC’s Connect Communication Model.
“We are incredibly proud of the work our Missouri Baptist Medical Center Outpatient Cardiac Testing and Outpatient Lab departments have accomplished in overall patient experience,” says Ann Abad, president, Missouri Baptist Medical Center. “Providing patients with an excellent experience while achieving safe and quality care is a top priority for MoBap and BJC HealthCare. The care both teams provide goes beyond to ensure our commitment to Our BJC Values of Compassion, Respect, Excellence, Safety and Teamwork are provided every step of their journey.”