A Health Network’s Journey From Top Quartile Patient Experience to World-Class Patient Experience

• Regina Shupe, DNP, RN | Executive Director Patient and Guest Services | The Christ Hospital Network
• Dana Cheyne, MHSA | Manager, Patient and Guest Services & Volunteer Services | The Christ Hospital Network

Who doesn’t want to move great patient experience to world class experience? In 2018 we embarked on a journey to elevate our entire health network (Inpatient and Outpatient) from top quartile patient experience to top decile patient experience. What we found is that we had to take an inside look at ourselves and our culture before we could look outside at our patient and guest experience and what an exciting journey this has been. We began our journey in 2018 and by 2020, we found ourselves facing challenges we never thought possible. We traveled through a global pandemic, lost staff, providers and patients, and had to learn to be innovative while also learning how to be rock solid consistent in the care of our team that translated to a world class experience for our patients.