PX Champions: Providing Exceptional Experiences by Building Culture & Growing Leaders

By Breanna Fuller
BJC Medical Group

At BJC Medical Group, our PX Champions program is an extension of our small team, enabling us to more effectively impact the more than 200 practices we support through virtual meetings and team activities. We ended 2025 by working towards creating exceptional experiences for patients and building a strong, positive culture in all clinics. We started 2026 focusing on developing our Champions’ leadership skills, allowing them to more effectively lead efforts in their practices. Our methods and the team activities for each topic are discussed below.

Creating Exceptional Experiences

As we started Q4 2025, our goal was to empower teams to go beyond the expected, creating truly extraordinary experiences for patients. Our first topic involved identifying implicit bias and determining how to “flip the script” to turn incorrect and harmful assumptions into productive solutions.

To help teams realize their implicit bias and its potential negative impact, Champions carried out a “Minute Mystery” activity. We have since utilized this activity in other presentations, including new provider orientation, where it is well-liked and creates great opportunities for self-realization and reflection around personal biases. Champions then led a discussion around common biases in the clinic and how to shift those to provide better care for patients. For example, we often heard team members say, “We score low because of the population we serve,” but encouraged Champions to help their teams replace that thought process with something like, “We are privileged to serve this community. How can we best meet their unique needs?”

Later in the quarter, we discussed the power of moments and how interpersonal interactions are the key to creating memorable experiences for patients. We encouraged teams to generate ideas, via a “Shark Tank” style competition amongst themselves, to create impactful moments with their patients every single day. Teams came up with ideas such as writing down personal details about patients to remember at their next visit, sending thank you cards, and being more conscientious about empathizing with patients during difficult moments. One champion shared, “Everyone was really engaged and open during our discussion. We had to pass around a box of tissues from all the tears. It felt like a bonding experience between us.”

 Building Culture through Leadership Growth

To begin 2026, we wanted to address topics the Champions had requested over the first year of the program, with leadership skills being most highly suggested. In January, we discussed how to have critical/difficult conversations. Champions were to have a critical conversation with their leader(s) first and then partner together to lead an activity that encouraged team members to give feedback on elements of their practices that made them sad, mad, and glad. This allowed Champions to help lead critical conversations while encouraging healthy, necessary conflict amongst team members.

In February, we expanded upon this leadership training by discussing different personality types, using the DiSC framework. This month’s activity encouraged Champions to lead conversations with their teams about how to identify and adapt to others’ differing needs and preferences, both with team members and patients.

Impact and Feedback

As we approach 18 months with our PX Champions Program, feedback from our Champions is positive including:

• 4/5 average rating on overall satisfaction
• 5/5 rating from 55% of clinics
• Rating 3 and higher at 88.9%
• No scores lower than 3

We currently have nearly 200 participants and continue to see steady attendance at monthly meetings. Additionally, the program continues to contribute to increases in our NPS Likelihood to Recommend Practice score across the medical group.

We are very proud of the success of this program and highly recommend it as a standard patient experience process. If you have any questions or would like additional information, please contact our team at BJCMG_PatientExperience@bjc.org!

About the Author

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. Breanne’s passion lies in partnering with providers, growing leaders, strengthening team culture, and creating patient experiences that exceed expectations.