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BUFFALO, NY June 28, 2010 - Erie County Medical Center CEO Jody L. Lomeo today confirmed the hiring of Donna M. Brown, deputy mayor for the City of Buffalo since 2008, as the hospital's first director of patient satisfaction and cultural awareness.
The position, for which the hospital recruited Brown, is specifically designed for someone with strong community relations experience who does not have a health-care background. That way she can be a patient advocate with a patient's perspective, and help guide the hospital and its staff to raise patient services to the highest level, Lomeo said.
"We created this job because we needed a proven leader who can drive a patient-centered culture to unsurpassed heights at ECMC," Lomeo said. "Donna is a perfect fit for this significant executive position because she'll have the clout to reach into all corners of our operation and collaborate with doctors, nurses and staff to create an atmosphere of patient appreciation and diversity that becomes a national standard."
Brown served as Mayor Byron W. Brown's deputy since 2008, during which time she helped develop the City of Buffalo Poverty Reduction Blueprint. She was honorary chairwoman of the 2009 National Association of Negro Business and Professional Women's Clubs convention held in Buffalo, and has been involved with city efforts to reduce the amount of time city employees spend on injury leave.
A 1983 graduate of D'Youville College with a B.S. in business management, Brown held previous positions with L.P. Ciminelli [2002-07]; Kensington Bailey Neighborhood Housing Services [2000-02]; HSBC Bank [1989-96] and the United Auto Workers-General Motors Human Resource Center [1984-89].
Lomeo said he approached Mayor Brown earlier this year about hiring Deputy Mayor Brown because Lomeo thought she'd be ideal for the position. The mayor was not thrilled at the prospect of losing her, but said he would not stand in her way, Lomeo added.
"Donna Brown served the residents of the City of Buffalo with great dedication and a commitment to making the city a better place for all," Mayor Brown said today. "While she'll be missed, I know she will continue to provide the same level of professionalism and hard work that made her such an asset to my administration. I wish her great success in her new career at ECMC."
Deputy Mayor Brown said the ECMC job is a perfect fit for her.
"I want to thank Mayor Brown for two great years of public service and policy opportunities," Brown said. "When Jody described this position, I saw the next phase of my career unfolding before my eyes. I feel like everything I've done until now was building toward this work, where I can channel the superb motivation and productivity of ECMC's staff into positive improvements on behalf of all the hospital's patients."
"Our goal is clear: We want people who have benefitted from ECMC's care to rave about their entire hospital experience to everyone they meet. And if they're not doing that already, they will."
The position reports directly to the CEO and the official description says the job is to recommend "processes for training internal staff development pertaining to customer service, organizational development, patient satisfaction services and diversity programs within Erie County Medical Center Corp. ... coordinates the Medical Center's transformation to a patient-centered organization through customer service and cultural awareness."
"At ECMC, if people don't already know this they will: We're all about the patient. We want you to want to come here for elective care, but even if you come in through the ER, we want your experience to be memorable in a good way and something you'll recommend enthusiastically to friends and family," Lomeo said. "That's why, with the help of our board, we created this position and I'm very happy Donna accepted the challenge."
MORE ABOUT ERIE COUNTY MEDICAL CENTER: The ECMC Corporation includes an advanced academic medical center (ECMC) with 550 inpatient beds and 136 skilled-nursing-home beds, on- and off-campus health centers, more than 40 outpatient specialty care clinics and the Erie County Home, a skilled nursing facility. ECMC is the regional center for trauma, burn care, and rehabilitation and is a major teaching facility for the University at Buffalo. Most ECMC physicians, dentists and pharmacists are dedicated faculty members of the university. More Western New York residents are choosing ECMC for exceptional patient care and customer service provided as a result of its Culture of Care.
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