A reciprocity of generosity

Bank of America leadership with members of Cook Children’s Child Life staff

Bank of America leadership with members of Cook Children's child life staff

What do the banking industry and Cook Children’s Patient Experience have in common? According to Bank of America, quite a lot.

This summer, leaders at Bank of America in Fort Worth asked if they could learn from us — but it wasn’t financial advice they were seeking. They were interested in learning about our high patient satisfaction scores and our organizational culture, to help them enhance the client experience in banking.

Cook Children’s hosted members of Bank of America’s local leadership team at our medical center campus in Fort Worth. Here, they learned more in-depth facts about how Cook Children’s elevates the patient experience, along with other programs such as Child Life. A highlight of the day was Vice President of Cook Children’s Experience, Megan Chavez, who shared our hospitable culture and how we uniquely engage with our patient families.

Some standout topics she covered were:

Their perspective, not ours: Seeing the world through the consumer’s eyes
Precision wrapped in empathy: Optimizing the human experience in the health care space
Hire the heroes: Attract highly skilled individuals
The humility to listen: Engaging patient families and implementing their feedback

Mike Pavell, president, Bank of America Fort Worth stated, "Taking care of our clients’ financial needs at every stage of their journey is a key priority for Bank of America. We understand the overwhelming feeling of navigating the financial complexities that can come with unexpected health care needs, and are always looking for ways to evolve and improve our client experience. This summer, we partnered with Cook Children’s to gain a better understanding of how they serve their most precious clients and create amazing patient engagement, and walked away with valuable lessons in listening, empathy and perspective that can be mirrored in our day-to-day interactions."

The experience for all was a win-win. Bank of America came away with a bigger picture of what to consider as they work to enhance their banking clients’ experiences, while Cook Children’s was honored to meet their needs in the same spirit of generosity we’ve received from them over the years.