ONE Sutter Experience of Care, a 3-Step Communication Standard

Sutter Health’s vision for Destination 2030 includes the ONE Sutter Experience of Care, a communication standard with three simple steps: Warm Welcome, Narration of Care/Service, and Fond Farewell. This approach ensures every person feels seen, heard, and connected throughout their care journey.

Speakers
• Carole Adell, MHROD | Director, Experience of Care, Sutter Health
• Debbie Young, BSHA, CPXP | Experience of Care Improvement Consultant, Sutter Health

Learning Objectives:
• Demonstrate the power of Sutter Health’s Communication Standard Practice that results in a ONE Sutter Experience for patients across our system.
• Showcase how this simple framework that includes a warm welcome, narrate care, and fond farewell is used by staff at all levels of the organization.
• Embed high reliability with leader coaching, maintaining strong practice and assuring that this communication occurs with every patient, every time.

*This webinar is an encore presentation from ELEVATE PX 2025.

Non-members can purchase webinars at a cost of $49 each.