The evolution and integration of a patient-centric mapping tool (patient journey value mapping) in continuous quality improvement

Ownership at the Frontline: Innovating an Experience Champions Program

Many patient experience teams are small, and it’s hard to do it all. Having an “Experience Champs” program allows us to have multiple hands with one voice influencing all locations. Experience Champs are made up of frontline staff members who are chosen by their leaders as passionate role models. During the last five years, the