Cindy Russo, MS, FACHE serves as President and Chief Administrative Officer for Baystate Health Northern Region, Baystate Franklin Medical Center.
On April 11th, Cindy will speak on a panel at Becker's Hospital Review 9th Annual Meeting. As part of an ongoing series, Becker's is talking to healthcare leaders who plan to speak at the conference, which will take place April 11-14, 2018 in Chicago.
To learn more about the conference and Cindy's session, click here.
Question: Who or what are the disruptors that have your attention? Why?
Cindy Russo: Retail is definitely a disruptor that has mine and the industry's attention. They understand better than us how to exceed customers' expectations. They know how to address diverse consumer needs. They are more agile and nimble in making things happen in an expedient manner. They provide greater choice and understand the right price point to assure value. They can and know how to reach the consumer remotely and in a more convenient way than those of us in the business do. While we battle with the regulatory red tape, they are already meeting our patients' needs. We have accepted their invading our territory for minor healthcare needs, but they are also now entering into higher end services and technology such as diagnostics, etc. Those that can find mutually beneficial ways to partner with some of the more reputable retail chains will do well to meet the changing expectations and needs of patients/customers.
Q: Describe one of your best colleagues. What it is that person does/brings that makes them indispensable to your organization?
CR: My best colleague is a leader who is passionate about helping others grow and advance in their careers. She is someone who never takes credit alone for a success, even when it is hers to have. On the flip side, she never lets her team members and colleagues fail alone. She steps in to help identify the root cause of a problem and assists in leading through the needed change. She is a wonderful listener who offers constructive criticism and not judgment. She is someone who truly exhibits the traits of a servant leader. In the extremely completive healthcare climate today, one where frequent consolidations drive many leaders to fend only for themselves, she is someone who remains passionate about caring for others and helping them succeed for the good of the entire organization.
Q: What did you notice about your healthcare experience the last time you were at the receiving end as a patient?
CR: The last time I was at the receiving end of healthcare it was to assist family members needing care. Trying to help both my elderly parents navigate the healthcare system was extremely frustrating. Even though I understood the ins and outs of how our business works, I found myself needing to ask many questions. It was not infrequent good meaning care givers were impersonal, attending to my parents needs as a chore. Providers and offices were not available to see my parents at times that were convenient for them or me. I am fortunate I can be flexible with my work schedule. I often thought about those who jeopardize their jobs when deciding to help with the healthcare needs of their family members. I also thought those who did not have the same background in healthcare as I did and wondered how they could possibly understand what they needed to do. As healthcare leaders, we should work to make our processes more user friendly and less complex and confusing.