Building an Inclusive Practice with USACS Chief of Engagement and Talent Management, Jayne Kendall, MD, MBA, FACEP, CDE, CPE
In the healthcare system, inclusion and engagement are at the heart of serving clinicians and patients alike. At USACS, we intentionally integrate these values into our practice by ensuring equal representation at every level. Not only does this optimize decision making but it also elevates the talents of our physicians and APPs. By fostering fairness and respect, we believe our teams can better reflect the communities they serve, ultimately improving patient experiences through evidence-based practices.
To achieve these objectives, Chief of Engagement and Talent Management, Jayne Kendall, MD, MBA, FACEP, CDE, CPE, serves as chair of the USACS Inclusion and Engagement Council. The council aims to empower employees and create an inviting environment to advance health equity. From the hospital to the office, a cornerstone of her mission is encouraging productive communication across several avenues. “We try to look in all directions to promote and develop people,” Dr. Kendall says. “Inclusion and engagement cannot be treated as check-the-box items. They need to be incorporated throughout as part of our daily language and approach to our work.”
Within this scope, Dr. Kendall elected to expand upon the longstanding success of the USACS Women’s Resource Group to create additional Employee Resource Groups (ERGs). New additions included The Dr. Charles Drew Alliance, La Familia, Pride and Allies, and Asian Heritage ERGs. This initiative reinforced a culture of care, providing team members with a welcoming space to celebrate diversity, develop leadership skills, and participate in community outreach. The Inclusion and Engagement Council holds recurring meetings with each ERG to discuss pertinent updates and offer continual support.
ERG participation is only one of the many ways USACS team members can get involved. Aligning with Dr. Kendall’s commitment to open dialogue, the Inclusion and Engagement Council also hosts Seat at the Table sessions a few times per year. These sessions are virtual discussions that explore representation, fairness, and belonging within healthcare. Participants are motivated to tackle critical questions, brainstorm solutions to current obstacles, or simply listen to their colleague’s perspectives. Describing these interactions, Dr. Kendall affirms, “We welcome conversations with those who hold different opinions. Our differences are what make life beautiful and interesting. Rather than shutting down opposing viewpoints, it is important to talk through the pros and cons of both sides.”
Particularly within clinical teams, Dr. Kendall emphasizes the need to involve the Inclusion and Engagement Council in the onboarding process. Quarterly sessions are held for newly onboarded physicians and APPs, during which the council’s principles and resources are continually addressed. This early introduction helps raise awareness for our programs and provides easier access for those who would like to take part.
To this point, Dr. Kendall highlights how the benefits of these efforts extend beyond USACS. The Inclusion and Engagement Council brings together passionate groups, inspiring them to produce actionable research and effective solutions. This is evident within her own dedication to writing ACEP Now articles that examine the interplay between social identities and healthcare. Informed by clinical practice and everyday interactions, she most recently assessed communication strategies to enhance treatment of neurodivergent patients in the emergency department.
In illustrating the need to discard a one-size-fits-all approach, Dr. Kendall shares, “Sometimes, we need to step back and realize a patient may not be complying with, for example, their medication regimen due to cultural or health equity reasons. Until we delve into this and ask questions, we don’t always know the full scope of the situation at hand, and we can end up making assumptions.” This is where, Dr. Kendall notes, a diverse workforce can be especially beneficial in navigating these scenarios. Research has shown that some patients are more likely (in some cases but not all) to comply with medical recommendations when treated by someone of the same race or ethnicity.
Coupled with direct patient engagement and cultural competence, scientific knowledge is yet another component of addressing disparities in care. She continues, “In the last ten years, it is great to see increased research on these topics and we are learning a lot more. For example, when it comes to women’s health, it is not just about hormones or reproductive organs. Now, many studies show that some of our basic, bottom-line genetics influence how disease processes affect women directly.” These insights underscore the need for personalized approaches, focusing on both biological and environmental factors.
Recognizing the progress made and the challenges that remain, Dr. Kendall is eager to continue championing the vital role of inclusion and engagement in medicine. Looking to the future, she plans to strengthen programming and expand ERG membership, as well as consider the creation of additional ERGs. For those looking to take an active role, or even those hesitant to do so, she confirms that all contributions matter. “You can participate as little or as much as you want,” Dr. Kendall expresses. “The goals we have in place are very doable with several people, and it does not have to be a ton of additional work on your plate. Together, we can make a substantial impact one small step at a time.”