As Parkview’s services and technology constantly evolve, our dedication to a positive patient experience stays strong at the heart of our mission. Perhaps no one is focused on this core objective more than Paula Bostwick. As our Director of Patient Experience, she spends her days connecting the dots between caregivers and the men, women and children we serve.
Through her efforts with the Patient Family Advisory Council and our unique Healing Arts program – promoting healing through dance, music and creativity – Paula is one of the purpose-driven, passionate People of Parkview.
Name: Paula Bostwick, RN, MSN
Official title: Director of Patient Experience
Describe your career journey:
Indiana State University
- Associate of Science in Nursing - 1985
- Bachelors of Science in Nursing – 1988
Ball State University - Masters of Science in Nursing – 1996
I have worked in a variety of healthcare settings, including hospital, long-term care and home care. I opened the Associate of Science in Nursing program at Ivy Tech in 2004, serving as the program chair.
What is a typical day like for you at Parkview?
There is no “typical” day. Some days, I meet one-on-one with leaders on how we can improve the patient experience and developing plans. Other days I meet with teams to share how the work they do impacts our patients. I also work with our Healing Arts team to make sure they have the tools and resources needed in their roles, and I am involved in our Patient Family Advisory Council (PFAC). While each day is different, the focus is always the same: Represent the voice of our patients so that we can fulfill our promise of “Excellent care, every person, every day.”
What do you think a great patient experience looks like?
Great patient experience is not how I see it, but as our patients, families and coworkers see it. It is important that above all we are patient centric. It is our ability to consistently make those connections with others and fulfill our purpose.
What is the role of the Patient Family Advisory Council?
PFAC should be included in every decision we make. These are patients and families that are willing to help us see situations from the patient’s perspective. As we create and or change processes, we talk to them to see what their needs are.
What surprised you most about Healing Arts?
The true selflessness and flexibility of the artists. Each is so very talented but they are willing to set that talent aside and meet our patient and families where they are. I have never heard them be judgmental in any manner. Their goal is to connect, not just perform.
What inspired you to go into this profession?
I grew up in healthcare, so it was expected of me. Once in college, I realized I was called to serve and for me, nursing was the perfect fit. It is a privilege to connect with others during some of their most vulnerable moments.
What sets Parkview apart from others in the healthcare arena?
The culture. It is one that truly cares about doing the right thing for the right reason – for our patients, families, coworkers and community.
What’s something you hope to accomplish in your career?
I just want to make a difference in the lives of others. I do not care where or how, as long as I get to serve.
What’s something people would be surprised to know about you?
I am an introvert. I love people but I am very uncomfortable in new settings. I am terrified of public speaking and large rooms of people!
What is your favorite thing to do outside of work?
Anything with my family. We love to laugh and hang out together.
If you could tell people to read one book in their lifetime, which would it be?
“Being Mortal” by Atul Gawande. It is a book about how we need to do better in healthcare and remember how important it is to never forget our purpose. We must serve others but we must first see them as human beings and make it not about ourselves.
What would we find on your bucket list and what do you plan to check off next?
Anything as long as it is with my husband Chuck. He is the love of my life. Together, we will make it fun.
How do you like to relax?
I find that prayer provides me with a true sense of peace. Spending time with my family and friends reminds me what is important. Old comedy TV shows and movies (The Andy Griffith Show, The Beverly Hillbillies, I Love Lucy).
What’s your personal motto?
Always do the right thing.
