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.