It’s almost impossible for one person to be completely responsible for improvement; everyone who has a stake in the processes you’re trying to change has to be at the table and part of the discussion.
Amy Locke

Most Recent
Patient Experience: Working Together Toolkit

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

Words Matter: Words that Wound vs. Words that Soothe

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.

Respectful Handoffs: Demonstrate Trust and Safety

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.

Service Recovery: Before, During, and After Mistakes Happen

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.

The Five Elements of Patient Experience

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.

5 Ways You Can Contribute to the UUHC Operational Plan

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.

Key Behaviors: Master What Matters to Patients

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.

Unraveling the Rural Opioid Epidemic: Community Problems Require Community Solutions

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.

Ask These Four Questions Before Starting Any Improvement

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

Listen-Sort-Empower to Improve Professional Well-being

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.

How to Use Patient Experience Reports for Recognition and Improvement

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

Why Introductions are Important to Patients

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.