James Burrows, Roger Oxendale

Understanding the Patient Experience This session will demonstrate how a large children?s health system enhanced family-centered care by creating a virtual network of family advisors to help refine and pinpoint specific improvement opportunities. The presenters will discuss how Press Ganey data and comments point out specific areas of focus and serve as the primary gauge of the patient and family experience. Learn how the organization uses Press Ganey data to guide questions and topics for discussion with the virtual network of family advisors in order to ensure that the family voice is incorporated into improvement efforts. Pediatrics/NICU