Making it Personal: The Office of Patient Experience at Hillcrest
A first-time expectant mother arrives at triage at 25 weeks pregnant with signs of preterm labor. A grandfather arrives for his first day of cardiac rehabilitation exercise three weeks after suffering a heart attack. A two-time breast cancer survivor arrives for chemotherapy the day of her 45th wedding anniversary. Did anyone hold the door open? Did anyone ask if they needed help finding their way? Did anyone make eye contact and offer a warm greeting?