Coming Home to Patient Experience

Christopher Gomez
Customer Experience Coordinator
University of Texas, MD Anderson Cancer Center

Some people discover their purpose by accident, but others feel it long before they can name it. I grew up caring for my grandparents, never realizing those small moments of compassion would shape my entire career. Years later, after accompanying loved ones through their own cancer journeys, I walked into MD Anderson¹ and instantly knew I had found where I belonged. Patient experience wasn’t just a job; it was home.

In healthcare, we often talk about outcomes, efficiency, and metrics. But what patients remember most isn’t the data—it’s how they were treated. During my early interactions with cancer care systems, I noticed a gap: people were navigating one of the hardest moments of their lives while feeling overwhelmed, scared, and unsure. MD Anderson stood out, because it met that gap with empathy.³ This organization does something few others do: they don’t just treat cancer—they treat people with cancer. That difference is what changed everything for me.

Over time, I learned that exceptional patient experience is built on intentional, human-centered practices.³ It starts with meeting people where they are emotionally, acknowledging fear, confusion, or exhaustion with compassion. It comes from creating moments of safety through warm greetings, clear communication, and reliable support. It means recognizing the human story behind every badge, wristband, and appointment. And it requires showing up with purpose every day, understanding that small gestures—a smile, directions, reassurance—carry the power to change someone’s entire experience.

When I returned to MD Anderson after years of being away, I joined as an Ambassador. Every day I greeted patients and caregivers walking through the entrance—some hopeful, many terrified. One morning, I welcomed a family whose anxiety was written all over them. After helping them find their way, the daughter turned to me and said, “Thank you for your smile…I guess it really does matter where you go first.”’ That moment reminded me why I was meant to be here. It’s small interactions like this that define patient experience.

Within six months of being promoted, I stepped into the first-ever Customer Experience Coordinator role at MD Anderson, a brand-new position created to help pioneer what patient experience can look like here for years to come. It didn’t happen because I fought for a title; it happened because the timing was right and the work aligned with my passion. If I had received a ‘yes’ years ago when I first applied, I would have missed the opportunity that was truly meant for me. I’m grateful for the ‘not yet,’ because it led me to the role I was meant to grow, not just for myself, but for the institution and every person we serve.

Key Takeaways:

• Patient experience begins before clinical care—it begins with human connection.
• Small gestures of kindness can create a sense of safety during overwhelming moments.
• Culture matters: when organizations center humanity, staff connect deeply with purpose.
• Every role, clinical and non-clinical, influences how patients feel.
• Purpose-driven employees build trust, one interaction at a time.

My journey took me through assisted living facilities, private practices, and even around the world as a flight attendant. But every step led back to where I was meant to be—standing with hope at MD Anderson, serving others through compassion. My challenge to every healthcare professional is this: never underestimate the impact of your presence. Patient experience isn’t a department—it’s a commitment to live every day.

Relevant Resources:

1. MD Anderson Cancer Center – Patient Experience Overview: https://www.mdanderson.org/patients-family/becoming-our-patient/patient-experience.html
2. Empathy in Healthcare Research Summary: https://www.theberylinstitute.org/page/Empathy
3. The Beryl Institute – Patient Experience Framework: https://theberylinstitute.org/experience-framework/ 

About the Author

Christopher Gomez serves as the inaugural Customer Experience Coordinator at MD Anderson Cancer Center, where he champions complex, human-centered practices that create safety, reduce anxiety, and build trust for patients and faculty. His career path includes leading life enrichment in assisted living, supporting a geriatric family practice, and serving as a charter flight attendant, experiences that sharpened his instincts for presence, empathy, and clear communication. A former MD Anderson volunteer, Christopher returned as an Ambassador and, within six months, stepped into the new Coordinator role to help pioneer customer experience innovations for years to come.  www.linkedin.com/in/christopher-gomez-a330901bbshe