Called to Serve: From Hospitality to Hospital

Paul Westbrook, VP of Patient Experience, Inova Health System

“Called to Serve” is the story of the patient experience improvement and cultural transformation at a Northern Virginian health system of 5 hospitals and 30 outpatient clinics. In this presentation, Paul will describe how his team inspired staff, executives and providers with hospitality principles learned from Paul’s 27 years of executive leadership with Ritz Carlton and Marriott International. Advocating that a “Concierge” spirit of hospitality and exceptional service should be extended to every patient at every moment, learn how Paul led Inova Health System in examining the call to service through each of five work streams. See the way his organization collaborated in a three-year transformation that resulted in higher HCAHPS scores, more engaged employees and better clinical and operational outcomes.