There’s a new pair of eyes at L+M and they’re examining all we do from the patient’s point of view. But McKinley Winston is also using his ears – listening to our employees to get their thoughts on how best to improve that patient experience. As L+M’s new Director of Patient Experience and Chief Engagement Officer, Winston’s job is to help everyone at the hospital think creatively about improving patient satisfaction. This native New Londoner – who washed pots in the hospital’s cafeteria during high school – comes back to town after a successful career in the hospitality industry in New York City. After serving as a concierge at some of the Big Apple’s best hotels, Winston now brings his customer service panache to the healthcare realm. Patients, he says, deserve the same kind of dignity and respect as anyone in a fancy hotel. “In both cases,” he says, “the most important thing is that we see the whole person. We cannot expect good outcomes if we only look at a person as someone with an issue, an injury or an illness.” In his short time at L+M, “It has been a real pleasure to meet so many bright and engaging people,” Winston adds. “There’s a lot of collaboration here, which is important, because improving services is only something we can do as a team.”
