The Journey to Improving the Patient Experience

Sharon Cross, Patient/Family Experience Advisor Program Manager, Ohio State University Wexner Medical Center
One area often overlooked in patient experience improvement throughout a hospital system is the patients and families themselves. While there are several patient satisfaction surveying systems available today, Ohio State University Wexner Medical Center chose to supplement these with real-time discussions with current/previous patients and family members. The Patient/Family Experience Advisor Program is a volunteer role that encourages active patient engagement at the organizational level. Gain insight into successful ways to involve patients and families on committees with staff through preparation of both the committee members and the advisor. Presenters will also share how to create an organized central process of recruiting potential candidates, volunteer credentialing, advisor training and management of patient engagement.
Related content
-
Culture & Leadership | Patient Family & Community Engagement | Quality & Clinical Excellence | Staff & Provider Engagement
PX Chat – Leading with Equity: DEI & the Patient Experience in Today’s Climate
12pm ET / 11am CT / 10am MT / 9am PT – In a time of heightened political and cultural tension, advancing diversity, equity, and inclusion (DEI) in healthcare is both more critical and more complex than ever. This PX Chat offers a dedicated space for members of The Beryl Institute focused on DEI efforts
Learn more -
Patient Family & Community Engagement
PX Chat on PFA/PFACS: New/Getting Started (August 6, 2025)
12pm ET / 11am CT / 10am MT / 9am PT – Join The Beryl Institute community for an opportunity to connect with your peers on the support and resources needed to address efforts around new and getting started with PFAs and PFACs in their organizations. Breakout discussion groups allow you to share your challenges,
Learn more -
Patient Family & Community Engagement
Patient Perspectives on Implementing a Person-centered Care System: Experiences from the U.S. Veterans Health Administration’s Whole Health System of Care
Objectives. Replacing the disease-centered, paternalistic approach in healthcare with a person-centered model has become a widely recognized imperative. However, patients’ perspectives on and experiences with real-life efforts to implement this approach to care are rarely studied. We examined this issue at a health system with a prominent record of commitment to implementing person-centered care on
Learn more