Olympic Medical Center promotes McFall to Patient Experience Manager

A patient experience coordinator at Olympic Medical Center since joining the organization in 2015, Michelle McFall has a new role with OMC.

McFall has recently been promoted to the position of Patient Experience Manager, OMC representatives announced last week.

McFall since been integral to improving interpretation and translation services and resources, patient advocacy and service recovery efforts, as well as the implementation of other patient-centered practices, OMC representatives said.

The Patient Experience department is a team of three patient advocates, who work to strengthen employee-patient communication and courtesy, decrease wait times, implement “Age-Friendly Care” and improve comfort for patients.

“This is a well-deserved recognition of Michelle’s knowledge, commitment and dedication to improving the patient and family experience,” said Patti Haught, director of patient experience and civil rights coordinator.

McFall recently earned the designation of Certified Patient Experience Professional from the Patient Experience Institute; to earn the designation, individuals must successfully pass a rigorous examination evaluating for the knowledge and experience of a leader who influences the systems, processes and behaviors that cultivate consistently positive experiences for patients, OMC representatives said.

“With her demonstrated knowledge, passion, respectfulness and empathetic manner, Michelle will help OMC achieve the best possible experiences for patients and their families,” Haught said.

“Michelle has contributed to OMC’s intentional culture by developing trust and rapport with her team members and providers in a way that has substantially enhanced teamwork at our organization,” added Jennifer Burkhardt, OMC’s chief human resources officer and general counsel.

“This, in turn, has contributed to advancements in our goals to improve the experience at our hospital and clinics for our patients and community.”

For more information, visit www.olympicmedical.org, click on “Patients & Visitors” and then “Quality, Safety & Experience.”

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