TLC

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Transforming Culture: One clinic’s journey to becoming Trauma Informed by Heather Keyes

Clinic culture drives many factors to include patient care, employee satisfaction, and provider burnout. Where do you start to transform these important concepts in a complex system. Provider and leadership time is so limited, how do we convince them to make these changes? Who should lead the way and where do we start first. We will look at the lesson’s learned in educating leadership and staff, developing policy and procedures and creating psychologically safe spaces for patients and employees. We explore how to get employee buy in, hire the right people, and develop a strong work force.

Heather Williams Keyes is a Licensed Clinical Social Worker and Certified Social Work Manager in Lynchburg, Virginia. She has over 20 years of experience as a social worker working with individuals across the life span. Heather received her bachelor’s degree in social work from Longwood University, her master’s in social work from Radford University. She is currently pursuing her Doctor of Education in Healthcare Leadership at University of Lynchburg. She is currently in the role of Director of Behavioral Health at Community Access Network (CAN), a Federally Qualified Health Center in Lynchburg, Virginia. In this role, she has developed programs for integrated care and supported medical professionals in bridging the gap between physical health and emotional health. She is passionate about holistic care and supporting patients to see the connection between their brain and their body. She is the Trauma Informed Champion at CAN. She is also the owner of Resiliency Counseling and Consulting, LLC where she works with individuals, families, students and local businesses to address burnout, undermotivation, emotional and physical health to be successful in living a resilient life. She serves on the board of Central Virginia Continuum of Care for Homeless Response and Community Resilience Initiative. She lives in Lynchburg, Virginia with her husband, three sons, 2 dogs and a cat. She has the pleasure of being a bonus mom and has a total of 8 children and 6 grandchildren.