Providing a Superior Patient Experience at Flaget Memorial Hospital


Flaget Memorial Hospital

Shane Fitzgerald, mission leader for Louisville, and Maggie Smith, RN, waited for their moment in the spotlight during the Purpose & Values Tour videotaping at Flaget Memorial Hospital.

Believe it or not, providing a great patient experience is sometimes compared to the exceptional service a family might receive at Disneyland. Whatever the reason a patient is walking through the doors of a KentuckyOne Health facility, we want to provide such a positive experience that they feel like they’ve been to a top-rated theme park, not a hospital.

Shane Fitzgerald, mission leader for Louisville facilities, including Flaget Memorial Hospital, spoke recently about a poignant patient experience that reminded him of that Disneyland reference. 

“We talk a lot here in the hospital about patient experience and going that extra mile and when I think of that, one story really jumps out in my memory,” Shane said. “I walked into a patient’s room and I asked him how his day had been. He said, ‘I want you to know the staff has taken better care of me here than I could ever imagine at any resort.’ I was floored – he did not have to offer that … it was so rewarding to hear. I really felt in that moment it was our mission being lived out.”

Shane said he believes that often the patient experience can be a good one even when the outcome is not. “We’re not going to be able to cure every person that comes into this hospital but something I am passionate about is we can always be a place of healing.”

Shane is one of several employees interviewed during the Purpose & Values Tour videotaping at Flaget Memorial Hospital in Bardstown. The tour is a statewide effort to promote the Purpose & Values of KentuckyOne and capture employees’ thoughts about their work and their mission. 

To see and hear more of Shane’s interview, as well as other employees from Flaget, here are three video vignettes:

I've always had a desire to help others.
We are patient advocates.
We can be a place of healing. 

Want to see more? Visit this link to see any or all of the Purpose & Values Tour interviews to date. Also, don’t forget to stay tuned to KentuckyOne This Week and KentuckyOne Online for more emerging stories and videos.