PX Champions: Improving our Impact by Broadening our Reach

How can we ingrain patient experience into our organization’s culture? This is the question our team pondered as we developed the 2024 strategy for our medical group. At that time, patient experience (PX) was something teams focused on, but mostly when scores were low. It was our goal for PX to be a foundation from which all other functions of the clinics operated; however, we faced difficulties in making this happen as a small but mighty team of three, with over 150 clinics and more than 600 providers to support.

At the 2024 ELEVATE PX conference, we attended several sessions highlighting how PX leaders are increasingly engaging front-line team members in meaningful ways. Inspired by these insights—and aligned with our goals to more effectively disseminate PX information and education, maintain a consistent focus across clinics, and strengthen office culture through closer collaboration with front-line staff—we developed the BJC Medical Group PX Champions program. This initiative is rooted in the key takeaways from the conference and represents our commitment to embedding PX more deeply throughout our organization.

PX Champions Program at BJC Medical Group

Our goal for this program is to have at least one team member from each clinic, representing all job titles — administrative, clinical, leaders, and providers — to become a strong advocate for PX. Our Champions attend a one-hour virtual meeting each month, then facilitate activities and conversations with their teams to strengthen education and understanding of PX principles.

We developed a list of key topics to guide the program, beginning with an introduction to patient experience and the PX Champions initiative, and gradually building toward more in-depth subjects. Each meeting follows a consistent structure: we start with an icebreaker to foster engagement, recognize individual Champions for their contributions, provide education on a specific PX topic, and conclude with an interactive activity that Champions can take back and share with their teams

The graphic below lists topics we have covered so far and their associated activities:

Following each monthly meeting, we share the presentation, huddle notes, and activity materials with the Champions and post them in our Teams channel—a space where Champions can ask questions and exchange ideas. To ensure alignment and support, the huddle notes and activities are also sent to clinic leaders the following day. Champions are expected to lead their teams through the activity, facilitate discussions around the month’s topic, share key takeaways from the educational content, and follow up weekly to reinforce the learning. Additionally, they play a key role in recognizing team members, which helps foster a positive and engaged team culture.

Impact of the Program

When the program launched in October 2024, we started with about 70 members. We now have 128 Champions and growing! Since the beginning, we have seen an increase in all metrics, including our NPS Likelihood to Recommend Practice. Increases in our staff metrics have been significant enough to improve the percentile bracket of those metrics, even with increases in thresholds in 2025.

The graphic below shows staff metrics and NPS for the medical group from the quarter before the start of the program through our current QTD.

Our PX Champions program has significantly contributed to improved patient experience scores for the medical group. While PX is a pillar for our organization, this program has allowed us to improve the culture of the clinics and ingrain PX more effectively into our organization, with both team members and patients reaping the benefits. Our Champions remain engaged, and interest in the program continues to grow.

We are looking forward to sharing more specific details about our content and program in future blog posts, so stay tuned. Feel free to reach out to our team with any questions at BJCMG_PatientExperience@bjc.org.

Breanna Fuller
Patient Experience Partner
BJC Medical Group

Breanna Fuller has spent her entire career in healthcare and feels privileged to have held a variety of roles across the system—from working as a receptionist and medical assistant in the float department of a multi-specialty clinic to serving in operations management across clinical, hospital, and dental settings. In every role, she has witnessed the transformative power of exceptional patient experiences in improving health outcomes and changing lives. Breanna’s passion lies in partnering with providers, growing leaders, strengthening team culture, and creating patient experiences that exceed expectations. In her current (and favorite) role as Patient Experience Partner at BJC Medical Group, she collaborates with an outstanding team—Nick, Petra, Emma, and Abby—to support over 150 clinics and 600 providers.