6 HEALTH COMPASS LATE SPRING 2024 & Improving the patient caregiver experience Meet Alliah Wilson, Patient Experience coordinator CMH’s Patient Experience team strives to create a comfortable and enjoyable environment for patients and caregivers, alike. One team member, Alliah Wilson, plays a big role in achieving this goal. Wilson is the Patient Experience coordinator at CMH. She has been in this role since 2022 and was inspired to join the department because she wanted to help others. “Making a difference in the organization was something about the job that really stood out to me,” Wilson says. “This role allows me to make a positive difference in the whole organization, whether that be with patients or caregivers.” Wilson has worked at CMH since 2017. Before starting in Patient Experience, she held roles at CMH such as barista, customer care representative, financial counselor and administrative assistant. “I’ve done quite a bit, floated around, met lots of people and learned new things,” she says. “I feel like it has helped me get to know everyone in the organization. Walking down the hall, I’ll know someone and say, ‘hi’ and their name.” What does she do? Wilson’s job includes a lot of responsibilities. She helps coordinate and run CMH events, such as CMH’s Christmas Food Baskets program or caregiver celebrations; runs CMH’s Health Literacy Task Force, which reviews patient-facing documents and edits them to be at a standard reading level; and completes tasks that focus on improving patient satisfaction throughout the hospital. Another focus is using patients’ demographic data to see what can be improved at CMH. “If I see some demographics that stand out, like something that is scoring lower than usual, then I focus on that,” Wilson explains. Data comes directly from patient surveys. “I look at different demographics, like different ages, for example, to narrow down ways that we can improve our patient experience, whether that be for a certain department or demographic.” Wilson used the demographic data to improve wait times for a clinic where they were a little longer than usual. To decrease the wait times, she contacted the clinic manager, then completed a focus group with patients who use the clinic. “They were able to share feedback on why their wait times were impacting their experience,” Wilson says. From there, she shared the findings with CMH leadership and was able to help drive some additional support to the clinic to reduce patients’ wait times. This example, and plenty more, are what drives Wilson to create the best patient experience possible at CMH. “Something I love about my job is making the experience great for not only my coworkers, but our patients as well.” — Alliah Wilson
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