Patient Experience
At City of Hope®, we recognize that real, lasting change in health care requires a mindset incorporating a multidimensional approach to understanding the people who receive and deliver care. Patient experience is the extension of compassion and commitment and the foundation of how we interact with each other.
Patient Experience (PX) Week
During PX Week, we celebrate our commitment to unparalleled compassion and the role of all team members in delivering exceptional care and service. We will continue to work to create a compassionate and kind environment for everyone.
Our mission guides us to continue delivering a consistent, exceptional, and individualized patient experience while also promoting a compassionate environment of hope and healing. We are grateful to our teams for their rigorous dedication to supporting our patients and one another daily.
Watch the video above to learn what our employees say about the patient experience.
The Patient Experience at City of Hope
Inviting patients to share their thoughts with us — based on their lived experience, desires, needs and fears — brings their voices into our organization. Through that, we can create an inviting, welcoming environment for patients, caregivers and visitors and an exceptional experience for everyone. We commit to ensuring the same experience at all City of Hope sites.
“God bless everyone there during such times as this, dealing with cancer. People are fighting for their lives, their families and friends. Your kindness and caring make our days a little easier.”
City of Hope patient
Patient Stories
Press Ganey Human Experience (HX) Awards
2024 HX Pinnacle of Excellence Award
City of Hope National Medical Center and City of Hope Duarte, California
This award is given to the three top-performing health care organizations in each category based on extraordinary achievement. It recognizes those who've maintained consistently high levels of excellence over three years in patient experience, employee engagement, physician engagement or clinical quality performance.
2024 HX Guardian of Excellence Award
City of Hope Chicago, Illinois and City of Hope, Duarte, California
This award honors health care organizations that have reached the 95th percentile for patient experience, employee or physician engagement or clinical quality performance — awarded annually based on one year of data.
Our Commitment
We honor our staff who impact the patient experience daily and show how human connection and compassion lead to a shared sense of humanity. We want to shine a light on the relationships that develop, the moments that are shared and, ultimately, the hope that blooms between those who daily connect at City of Hope, such as:
- The patient navigator who takes the hands of patients and families daily to help them through crisis
- The cafeteria worker who provides nourishment to our patients, visitors and staff
- The child life specialist at the bedside of a pediatric patient grappling with a painful procedure
- The housekeeper who always takes a moment to connect with a patient to say hello and asks how he or she is doing
- The nurse who calms a caregiver's anxiety before a loved one's procedure
- The facilities manager who has forged connections with patients
Please enjoy the videos below celebrating our team members and their sharing of what the patient experience means to them.
