Gwen Hail
RMC welcomes Gwen Hail to our team! As our new patient experience manager, Gwen takes pride in ensuring every patient that walks through our doors is met with care and compassion. Learn more about Gwen and her role at RMC:
Why is patient experience important to you?
Wow! That’s a big question. I guess the biggest reason is that I love the patients. I have never done anything except work in healthcare. I went to work at a Nursing Home straight out of High School at 17 and fell in love with the Healthcare field. One of my favorite places is at the bedside of a person who has a perspective like at no other time in their life. When you are on the “wrong side of the bed” something peculiar happens. The IMPORTANT things come into FOCUS. You slow down, you re-evaluate what your new situation is, and you start to put together what your next steps are to get back to the things that you love. I consider it such a privilege to be invited into this very personal and private space in each patient’s life. My hope is that as they share this part of their journey with RMC, that we can make them feel like they aren’t alone, that they have a team of healthcare professionals that are right beside them and that we were able to impact their health in a positive way while they were here. It is a ministry to me. RMC’s mission is far reaching and much bigger than just what we can see on the surface and I realize that. What we do matters.
What are you most excited about for the upcoming months in regard to patient experience?
I am excited about our initial roll out right in the middle of the end of the year Holiday Season!! We are about to educate our staff on HCAHPS 101 (HCAHPS is the survey that the patients get after discharge) and The Happy Patient Project (a project that we are going to roll out to “get back to the basics” in the way we interact with our patients). After this initial education, we are hoping to really enjoy the rest of the Holiday season with our employees and patients with some festive activities. We are hoping if someone has to spend their holidays with us, we can make it special this year.
What is first on your priority list for this new role?
Understanding where we are. I have spent a great deal of time reading the comments of the patient surveys and talking to the staff about what they think about patient perception. It is important to me to uncover and know what our most pressing opportunities are.
Alabama or Auburn football?
I guess I would have to say “Roll Tide” because my husband is an Alabama fan…however…I like Auburn’s colors better 😊 haha
What’s one thing you’d like your coworkers to know about you?
I bleed RMC Blue. I love this Hospital and what it means to our community. I am so excited about ramping up the Patient Experience efforts here.
If you’d like to reach out to Gwen, feel free to send her an email at GHail@RMCCares.org.