A Conversation with Jennifer Purdy, Executive Director, Patient Experience at the Veteran’s Experience Office
Published July 1, 2022
Jennifer Purdy, Executive Director of Patient Experience at the Veteran’s Experience Office shares the importance of remaining aligned with and staying true to the mission of serving those who have served. She emphasizes the importance of understanding who the human being is behind the veteran and ensuring that staff feel empowered to find ways to meaningfully connect to improve the overall collective experience for veterans.
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Culture & Leadership | Infrastructure & Governance | Innovation & Technology
ED Processes & Improvements: Implementation Best Practices & Outcomes
Published December 12, 2024

In this webinar, an Associate Chief Experience Officer, a Program Director, an Analyst, and a consultant will present what they did to improve patient experience outcomes across seven hospitals’ emergency departments which resulted in improved HCAHPS scores in all seven hospitals. The strategic, systemwide process improvements are based on analyses provided through Epic tools and
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Culture & Leadership | Infrastructure & Governance
ED Patient Loyalty Scores Nearly Double Through an Innovative Patient Navigator Role
Published September 11, 2025
The ED clinical patient navigator (PN) role addresses experience gaps related to wait times, communication, teamwork, and personalized care during visits. By creating a patient experience value stream map, we identified the need for the PN role, focusing on patients at risk for negative experiences. The PN customizes interventions and ensures patients understand their care
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