See topics forPatient Experience
The Office of Patient Experience encompasses a variety of areas that aim to enhance the human experience in healthcare.
Our areas include:
Volunteer Services – Interested in hosting a volunteer? Learn more about requesting a volunteer.
Guest Services – Each main patient entrance on the Farmington campus has a guest services desk staffed with Patient Experience employees. These staff complete a multitude of functions, including checking in patients and visitors, wayfinding, taking in deliveries, and transporting patients to their appointments.
Patient Relations – Patient Relations is a confidential resource for patients and their representatives who have questions or concerns about quality of care, communication, patient rights, or treatment plans. We recommend first discussing with department leadership. But if the patient remains dissatisfied, Patient Relations specialists are available by phone or email. Learn more about patient rights and responsibilities.
Post Discharge Calls – Our nurse-led post-discharge call program is designed to facilitate communication with patients after their hospital discharge, to review instructions, follow-up appointments and medications, and assist in resolving any concerns.
Interpreter Services – Qualified interpreters are offered free of charge to all patients and their companions. Learn more about our interpreter services.
Patient Experience Surveys and Star Ratings – Patient Experience serves as the liaison with Press Ganey to administer CAHPS patient surveys and facilitates UConn Health physician star ratings and reviews. Learn more about surveys and star ratings.
Patient and Family Advisory Council – UConn John Dempsey Hospital has a Patient Family Advisory Council (PFAC) made up of patients, family members, staff, and leadership who partner in an ongoing effort to improve care experiences. As UConn Health continues to evolve, so too, does our PFAC program.
Our office is here to:
- Listen to, communicate with, and engage patients and their families to create a system-wide focus on their needs and preferences.
- Simplify and connect care – unburden our patients, their families, and our care teams from the stresses of navigating a complex system.
- Build a foundation of trust; take intentional action to cultivate a safe, healing, and respectful environment for all.
- Innovate the use of technology to modernize and create a more personalized patient experience.
Our core values are:
- Respect
- Communication
- Teamwork
- Compassion
- Empathy
- Kindness