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Overview | Patient Experience Committee Champions

Collaborative Governance

Advisory Committees

Committee on Diversity and Inclusion

Ethics in Clinical Practice


Patient Education

Patient Experience

Clinical Practice Committee

Quality and Safety

Research and Evidence-Based Practice




The Patient Experience Committee is an interdisciplinary committee charged with improving the delivery of integrated, comprehensive patient and family centered care. The Committee champions will focus their work on identifying opportunities to nurture an environment conducive to healing and comfort.

 Current Work
  1. Patient Experience Champions provided suggestions for refining the feedback provided pertaining to safety reports in a more direct, timely manner to improve the quality and safety of care.
  2. Following the recommendations of Patient Experience Champions, the hospital menu is now available in Spanish.
  3. The Huddle report in Epic is a good source of information to facilitated patient centered care, handoffs and planned transitions in care
  4. Positive gains have been made in patient satisfaction with quiet at night and staff responsiveness indicators.
  5. SAFER Fair activities including a scavenger hunt for information in Epic that helps us individualize care are being planned.
  6. Departments are encouraged to display progress made in Patient Satisfaction scores in key areas (Quiet, Responsiveness, Communication, etc.) to promote transparency.

Accomplishments 2016

  1. Collaborated with Nutrition and Food Services to make snack and meal menus available in the six most requested languages during 2017.
  2. Created and piloted a quiet time checklist to assist Operations Associates to use during quiet times.
  3. Hosted ten educational presentations from resources across MGH such as: Addictions Medicine (Conversations about Change and Motivation); Patient Family Advisory (Transforming Care with Patient’s Input)

2017 Goals:

  • Aid in setting and managing patient/family expectations
  • Identify opportunities to improve teamwork across disciplines and work groups.
  • Guide service recovery conversations
  • Collaborate with Nutritional Services on the development of Menus for non-English speaking patients
  • Ensure standard implementation of Quiet Time protocols

1st Tuesday of the month
1:00-3:00 pm
Trustees Room, Bulfinch 225A

Committee Contacts:


Kristen McGoey, RN,

Paul Arnstein, RB, The Institute for Patient Care

Sharon Badgett-Lichten, LICSW, Practice Improvement

Samantha LaPierre, Surgery

Patient Experience Champions



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