Inspire Women Fall 2019

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At King Edward VII Memorial Hospital and the Mid-Atlantic Wellness Institute (MWI), staff are committed to providing safe, high-quality, peoplecentered, compassionate care. As Bermuda’s only hospital, ensuring every patient gets the best possible care is the best way of maintaining and supporting a healthy community. At Your ervice B Y A L I C I A R E S N I K Photo Submitted 16 <strong>Inspire</strong> WOMEN
Yukio S wan understands this accountability the hospital owes the community. As the Bermuda Hospitals Board (BHB) patient relations manager she works on behalf of the hospital with patients. She’s the person to contact if you had a great experience during a test, procedure or other hospital service, or if you have a complaint. Yukio has a bachelor of arts degree in health studies. “The programme covered a wide range of healthcare quality modules including performance measurement,” she says. “In fact, taking this course piqued my interest in quality improvement in healthcare.” A summer student internship in the Quality & Risk Department at BHB cemented this interest for Yukio. After graduation she worked as the front desk receptionist at Northshore Medical and Aesthetics Center (2015—2016) and was promoted to practice administrator in 2016. In September 2017 she joined the Quality & Risk Department in her current position. “I receive compliments, questions, suggestions and complaints and facilitate the appropriate communications between BHB care providers and service providers to ensure that concerns and queries are adequately addressed,” she says. “I also ensure that compliments reach the appropriate departments and individuals.” Yukio shares the feedback with the relevant leaders at BHB enabling them to make recommendations and implement changes that improve services. Yukio works closely in her team and often presents recommendations to leaders on how to improve services. “I genuinely want everyone in our community to be able to have their voices heard if they have encountered an issue or just want to genuinely share their appreciation,” she says. “It’s why I feel my job is important. I act as the conduit for the community to access those who help to make decisions about their care; and the care of their loved ones at our two hospitals.” Issues patients and the public raise vary greatly and are not necessarily clinical. Patients and sometimes family members complain that they cannot watch their favourite cable TV channel. No matter the concern or compli- I act as the conduit for the community to access those who help to make decisions about their care. ment, Yukio maintains the hospital’s strict patient confidentiality policy. “We welcome feedback and questions if you have not had success with reaching our first points of contact, for example our unit and departmental managers,” says Yukio. “You can email feedback@ bhb.bm or call 239-1425 if you have a comment about any hospital service either at KEMH or MWI.” “As I manage challenging matters in my day to day work, I know it’s important to make sure that I also pay attention to my physical, emotional and mental health,” says Yukio. “I have a full workload but make a point to create time for my outside interests like circuit training and travelling. Keeping my work/private life balanced better equips me in managing every aspect of my life.” Ambulance: 911 • Emergency Department: 239-2009 • bermudahospitals.bm <strong>Inspire</strong> WOMEN 17
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Inspire Women Fall 2019

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