The patient experience team shares resources to build coordination and teamwork centered on the needs of patients, caregivers, and families.

Our words can build, or erode, trust with others. Manager of Patient Experience Operations Ember Hunsaker offers insight into how our words may be helping, or harming, those around us and how to balance the scales.

Patients experience multiple handoffs, or transfers of care, during their visits, surgeries, hospitalizations, and scheduling. Every handoff is an opportunity to demonstrate trust and safety. Utah’s Patient Experience team shares universal best practices to apply.

What do we hope to “recover” in service recovery? An apt synonym for “recover” in our context is “heal.” When we engage in service recovery, we hope to heal mistakes so that we can recover trust and continue to heal bodies and minds. Patient Experience manager Kathryn Young walks through steps for better service recovery.

What do patients want? University of Utah Health’s patient experience team reveals what fifteen years of evolving qualitative analysis of hundreds of thousands of patient voices have taught us.

In an organization as big as U of U Health, it’s hard to know where our work fits into the big picture. System Planning Manager Cassandra Taft highlights five ways teams can meaningfully contribute to Operational Plan priorities, regardless of job role or responsibility.

Looking for a refresher in simple behaviors that matter to patients? Manager of Patient Experience Operations Kathryn Young shares a framework that works for all areas of care.

Senior Operations Project Manager Harlan Wallace shares how the U of U Health Regional Network has invested in building partnerships directly with rural healthcare facilities to unravel the root causes of opioid addiction, working together to implement meaningful change.

Hospitalist Ryan Murphy and Value Engineer Luca Boi outline four questions to address at the outset of any improvement.

What can we do right now to make our work environment better? Chief Wellness Officer and family medicine physician Amy Locke shares a simple team-based model for identifying opportunities, sorting what’s feasible and impactful, and empowering the frontline to lead change.

The patient experience team shares a leadership guide for using patient feedback for learning, engagement, and improvement.

Introducing ourselves is a simple, yet often overlooked and underrated action to build connection with patients and caregivers. Patient experience leaders Ember Hunsaker, Mari Ransco, and Kathryn Young share why introductions are important and a simple framework to try.