Mary Ellen Podmolik’s recent column (“A letter to the industry from a hospital room”) was right on point.
Early in my career as a hospital chief financial officer, my boss, the CEO, required me to spend a few days in every clinical department in the hospital. My appreciation of the daily issues facing clinicians became a grounding point for my career as a CFO.
Later in my career, I was a patient at 2 a.m. in the hospital where I was the CFO. My appreciation of the care provided was overwhelming—and an eye-opener!
Yes, every hospital executive needs to put on a gown and be a patient. Even better if the executive is ill and can experience the feeling of being helpless and fearful.
If only those in “customer service” or patient billing could experience making a phone call to their own organization. Mary Ellen is correct—it’s a “quick descent into hell.”
Thank goodness I learned early on that “It’s about the patient, stupid.”
Suzanne (Sue) Petru,
Retired healthcare executive