To Care is Human A Conversation with Jennifer Purdy, Executive Director, Patient Experience at the Veteran's Experience Office
Jul 8, 2022
In this engaging chat, Jennifer Purdy, Executive Director of Patient Experience at the Veterans Experience Office, shares her inspiring journey from social work to improving veteran care. She emphasizes the power of kindness, listening, and aligning healthcare with patients' goals. Purdy discusses the significance of building trust through shared experiences and how empowering staff can create meaningful connections. Her insights into human-centered design and frontline leadership highlight innovative approaches to enhance the overall veteran experience.
AI Snips
Chapters
Transcript
Episode notes
Outreach From The Ground Up
- Jennifer Purdy began her VA career as a homeless program social worker finding veterans in tent villages and soup kitchens.
- She built trust personally to connect veterans to mental health, medical care, and earned benefits.
Ask What Health Is For
- The core of patient experience is understanding what truly matters to each person and connecting care to those goals.
- Small acts like stepping away from the computer to ask "What do you want your health for?" deepen care and purpose.
Mission Drives Employee Commitment
- Employee alignment with mission drives motivation and better patient care.
- When staff feel part of serving those who served, trust and outcomes improve across the system.