Patient Experience Matters

We all know it. But it’s the real stories of beautifully-connected patient experiences – of deep, meaningful interactions done right – that drive and inspire us to make sure every patient feels valued, heard and respected.

“When my son broke his leg last summer my wife and I were distraught. Thankfully we worked with an amazing case worker who talked to us, joked with my son about surfing with daddy next summer, he knew where we lived and where we vacationed and where we worked, and called my son by his nickname. He inadvertently, or advertently, calmed us down. And we made a rational decision about where to seek care as a result it was a really memorable moment for my wife and me – we felt supported.”

Conor M. Massachusetts

“I came to the hospital for my hip replacement and had my service dog with me.  When you’re living your entire life with a service dog, there are many people who do not understand how important your animal is to you. Before I could even bring up my concerns, the hospital staff made it all work. The hospital found employees who wanted to help, and set up a schedule to walk the dog several times a day. On my last day there they even surprised me and had her taken to a local groomer!”

Sam J. Rhode Island

“I’ll never forget the staff in the OR when my one year old son was in for surgery. They thought of everything – we were with him at all times possible, there was a comfortable and private parent waiting area, a nurse gave us a constant stream of updates. But the moment that I will remember as long as I live was when the surgeon asked us what our son’s favorite song is, and then the ENTIRE OR staff sang it to him as he went to sleep. I still cry thinking about that.”

Jen M. New York

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