Transforming Patient Experience, One Clean Room At A Time
Published September 25, 2025


In this learning bite. Jennifer Erick of Sodexo emphasizes the vital role of cleanliness in patient experience and safety. Learn how clinical and support teams can create cleaner, safer spaces that support healing through strong collaboration, clear communication, and real-time service recovery.
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Environment & Hospitality
Walking the Walk: Essential criteria for organisations when recruiting consumers as employees
Published February 5, 2024

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Environment & Hospitality | Quality & Clinical Excellence
Applying Equity, Diversity, and Inclusion in Co-Design with Patient Experience Partners
Published May 15, 2024
If diversity of your PFACs is a top strategic priority for your hospital, then this learning bite is for you. North York General Hospital shares how it built a recruitment campaign around three actions that led to hiring 14 new advisors from underrepresented communities. With enhanced diversity in their PFACs, the hospital can now better
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Environment & Hospitality
Prioritizing Patient Rest: Our Response to the New HCAHPS Restfulness Questions
Published June 24, 2025

By Melvin Carrillo, MBA, BSN, RN, CPXP Manager, Patient Experience The Queen’s Medical Center On January 1, 2025, CMS updated its HCAHPS survey—including three questions focused on restfulness during a hospital stay. With these updates, we saw a timely opportunity to reexamine how we support healing environments across our system in Honolulu, HI. At The
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