Name: Courtney McLean
Pronouns: She/Her
Title & Department: SME Administrative and Patient Flow Supervisor
On the WCH team for: 24 years
1. How does being a BPG Champion affect your typical work day?
Being part of the Best Practice Guideline (BPG) Quality Improvement Training Program has encouraged me to approach my work with a stronger focus on quality improvement. My typical workday now includes identifying workflow challenges, gathering feedback, and thinking critically about how we can streamline processes to improve efficiency for both patients and staff. It has also provided opportunities to collaborate with colleagues across departments, helping bridge gaps in clinical and administrative workflows.
2. How does your work as a BPG champion contribute to making a positive patient experience?
The program has reinforced how small changes in workflow can have a big impact on patient care. By applying quality improvement principles, I can support projects that enhance communication, reduce inefficiencies, and create a more seamless experience for patients. Working alongside Patient Experience Advisors has been especially valuable in understanding care from the patient’s perspective. Their insights help bridge the gap between clinical workflows and real patient experiences, ensuring that the changes we implement are not only efficient but also meaningful. Whether it’s improving documentation processes, standardizing workflows, or ensuring clinicians have the tools they need, integrating the patient voice into our work has strengthened our ability to create a truly patient-centered environment.
3. What would words of wisdom would you impart to future BPG champions?
Embrace curiosity and be open to change! Quality improvement isn’t about finding flaws—it’s about discovering opportunities to enhance the way we work. Engage with your colleagues, lean into the mentorship opportunities, and remember that even small improvements can create meaningful change. Most importantly, don’t be afraid to ask questions—your fresh perspective is valuable in shaping better patient care.