A Hero’s Journey: How Balboa Nephrology Cultivates Patient-Centered Teams, with Kiku Boyance

At a time when healthcare teams are grappling with challenges like staff burnout and rising patient complexity, it’s easy to lose sight of the human element at the core of what we do. I recently attended an inspiring event in San Diego, hosted by Balboa Nephrology, called A Hero’s Journey. The event was designed to cultivate a patient-centered approach within their team, and it was a powerful reminder that no matter how advanced our tools and technologies become, it’s the people—those walking the path—who will always matter most.

In his recent LinkedIn post about the event, Balboa President, Dr. Bijal Patel, said:

“Over 120 of our dedicated staff engaged in learning, storytelling, and deep reflection on what it truly means to be an advocate for our patients. It was a recommitment to fighting to restore health in our patients and elevating the support of our physicians and staff. It's why I love my role and why I love our people.”

To dive deeper into the event’s aims and impact, I sat down with Kiku Boyance. Kiku and her team’s vision for this event wasn’t just to foster team cohesion; it was about creating a culture where every team member, from the front desk to the exam room, is deeply invested in the well-being of their patients. In an era of increasing awareness and need for those impacted by kidney disease, Kiku reminds us that the how matters just as much as the what.

This conversation explores the intersection of team building, education, and patient care—showing that when we support and uplift our healthcare workers, we can expect even greater things for the people we serve.

Let’s dive in.

Photo Credit: Bijal Patel

Summary

For this issue of Signals, I sat down with Kiku Boyance, Marketing Manager at Balboa Nephrology and Executive Director of ReMend, to discuss A Hero’s Journey, an annual staff education event organized by Balboa Nephrology. The event is designed to educate and engage healthcare staff by offering insights into the patient experience, helping them become better resources for their patients. Through interactive activities, vendor breakout sessions, stage presentations, patient stories, and a group meditation session, staff were provided a unique and immersive learning experience. The event saw participation from nearly all staff members, with the conversation highlighting the importance of creativity, fun, and team-building to keep the education engaging. Additionally, Kiku emphasizes the value of understanding and meeting patient needs, making this event a valuable tool in enhancing patient care.

Takeaways

1. The Power of Patient-Centered Care. Balboa’s approach emphasizes that true patient care goes beyond medical interventions—it focuses on the human element, compassion, and understanding. A Hero’s Journey reminds us that when healthcare teams embrace this mindset, patients benefit from more personalized, empathetic care.

2. Building a True Team. Kiku highlights the importance of team cohesion in delivering high-quality care. Through A Hero’s Journey, Balboa Nephrology has strengthened its internal culture, ensuring that every team member, regardless of role, is invested in the well-being of patients and colleagues alike.

3. Empowering Staff for Better Outcomes. The event focused on giving healthcare professionals the tools, resources, and mindset they need to feel empowered in their roles. This empowerment leads to more motivated teams who are better equipped to meet the complex needs of kidney care patients.

4. The Role of Education in Improving Care. Ongoing education and training are essential to maintaining excellence in healthcare. A Hero’s Journey provided both practical and emotional support, showing that continuous learning and personal development are critical in a field that’s constantly evolving.

5. Value-Aligned Care Starts with Strong Teams. Improving patient outcomes requires more than data and technology—it requires dedicated, well-supported staff. Balboa Nephrology demonstrates that by investing in the workforce, they are able to drive better clinical outcomes and patient satisfaction.

6. Lessons for the Broader Kidney Care Community. The Hero’s Journey offers a model that other nephrology practices and healthcare organizations can adopt. By focusing on team-building, patient engagement, and provider enablement, the kidney care landscape can see improvements in both patient outcomes and staff morale.

7. A Culture of Innovation and Care. Balboa Nephrology’s event is an example of fostering a culture where both innovation and care are at the forefront. Dr. Patel’s opening remarks remind us of the power of storytelling and advocacy, and how innovation can be a driving force for good.

Waypoints

00:00 Introduction and Hero’s Journey overview

05:27 Vendor Presentations and Information Absorption

06:52 Team Names and Fun Experiences

08:25 Feedback and Observations from Clinic Managers

10:02 The Value of Understanding Patients' Experiences

10:25 The Invaluable Opportunity for Companies to Learn

11:12 Balancing Seriousness and Fun in Learning

11:56 Advice for Implementing Similar Programs

References

• How to build (more) peer mentor programs in kidney care. A critical gap exists in the support system for individuals living with kidney disease and those who care for them. This article explores peer-to-peer (P2P) mentor programs, their role in overcoming access barriers, and the (in)valuable lessons we can glean from successful programs in other areas like cancer and behavioral health.

• Balboa, IKONA partner to offer patient-centric learning about CKD. Putting my IKONA hat on for a moment, I think it’s important to say Balboa walks the walk. From the top down, this is a learning organization, constantly improving and finding ways to empower their patients and staff. Our partnership around education and training is a strong example of this culture and mindset.

• Kidney Care Nutrition Bites. Balboa puts together a weekly series where Min Krishnamurthy, Balboa Nephrology’s Registered Dietitian and Health Educator, answers some of the most common questions people have about kidney nutrition.

• Visit the Balboa Nephrology website to learn more about the practice.

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Closing thoughts

A Hero’s Journey reminds us that kidney care is not just about treatments or outcomes—it's about people. The commitment of Balboa Nephrology and its partners to cultivate empathy, support, and excellence in patient-centered care is an inspiring model for the future of kidney care. Events like these renew our shared mission: to improve the lives of every patient we have the chance to serve.

Thank you to everyone at Balboa who made this event a success, and to all those working tirelessly to innovate, inspire, and drive better outcomes in kidney health. Together, we’re showing the world, and each other, what’s possible.

Keep exploring,

— Tim