A Roadmap to Driving Exceptional Experiences in Care
Published January 24, 2013
Kathy Dutton, Senior Administrator, Kevin Hill, Manager
Kim Blanton, Patient Advisor, Office of Patient and Family Experience, Vidant Medical Center
This session will describe how Vidant Medical Center’s Office of Patient and Family Experience (OPFE) developed and implemented a comprehensive roadmap to guide their journey to exceptional experiences. Key strategic actions include the communication of patient experience data in a manner that is clearly understood across all levels of the organization. The roadmap also guides measuring and supporting results, to include coaching for success, course correction, and celebration and recognition. The focused use of the OPFE’s strategic plan is leading to desired results and outcomes including inpatient scores are currently at the 91st percentile. Utilizing the plan, the Emergency Department rose from the 37th percentile in the second quarter to the 90th percentile in the 4th quarter.
Related content
-
Infrastructure & Governance
3 Keys to Increasing Appointments in 2021
Published July 20, 2021
Hear recommended best practices and digital solutions to address all three of these areas to boost revenue while also improving patient engagement and outcomes.
Learn more -
Infrastructure & Governance
Caring for Everyone: The Vital Role of America’s Essential Hospitals
Published July 8, 2025
J.R. Labbe, CEC Co-Founder, CCO, Executive Coach CSE Leadership, LLC Nicole Kirchhoffer DNP, MS, RN, CEN, CPXP, FPCC, NEA-BC Patient Experience Officer / Assistant Vice President Maimonides Medical Center Sharif Abdelhamid, MA, CPXP Chief Patient Experience Officer Denver Health Lara Burnside, MHA, CEC Co-Founder, CXO, Executive Coach CSE Leadership We’ve been called many things over the years
Learn more -
Infrastructure & Governance | Patient Family & Community Engagement
Starting a Pediatric Parent Advisory Council: Overcoming Adversity
Published May 20, 2025
Creating a Pediatric Parent Advisory Council (PPAC) can be a transformative way to enhance family-centered care. Join us as we share our journey from the early stages of conceptualizing a PPAC, through navigating the challenges of the COVID-19 pandemic, to launching a council that has grown and thrived since August 2021. With 16 active parents
Learn more
Ask questions, share insights and connect with other experience leaders.
PX ConnectBecome a member for access to this resource and more:
- Live and On-demand Webinars and Connection Calls
- PX Papers, Case Studies and Research Reports
- PX Connect Online Community
- Discounts on Learning Programs and Events
Become a member for access to this resource and more:
- Live and On-demand Webinars and Connection Calls
- PX Papers, Case Studies and Research Reports
- PX Connect Online Community
- Discounts on Learning Programs and Events