Huntington Convention Center | Cleveland, OH
A Cleveland Clinic & HIMSS Event. Find out more
Lynn Charbonneau is the Manager for Patient Relations/Guest Services at Tampa General Hospital, a 1010 bed academic medical center. Additionally, Tampa General is the only Level 1 trauma center on the west coast of Florida and 19th in the country for Transplant Services. Prior to joining TGH, Lynn was the Director of Patient Experience for Delray Medical Center, part of Tenet Health. Lynn returned to Patient Relations as she missed the opportunity to help patients maneuver the complexity that exists in a healthcare system. Lynn is also working with a multidisciplinary team in the development of a guest services program at Tampa General that will support the 5-year strategic plan to “world class”. Lynn was an item writer for the inaugural patient experience certification exam (December 2015) and was one of 100 individuals of the 400 inaugural patient experience experts who sat for the exam and passed to become certified.
One Friday evening, Tampa General Hospital identified a problem with discoloration of surgical instruments when a surgeon told a patient, 'I cannot do this surgery because the instruments are not clean.' What Tampa General didn't know, is this same surgeon struggled with a similar problem the day before with some of his surgical kits. This caused Tampa General Hospital to completely shutdown the operating rooms, which affected 1,023 patients.
This session will discuss what Tampa General did to correct the problem, the impact to the patients, and the transparency the organization used to avert what could have been a massive media nightmare.