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.
What Our Employees Are Saying About the Patient Experience
During Patient Experience Week, April 23 to 29, we celebrate the role everyone plays in delivering exceptional care and service to our patients and each other. We aim to continue creating a compassionate and supportive environment for everyone.
We are driven by our mission to continue delivering a consistent, exceptional and individualized patient experience, and furthering the human experience of hope and healing. We thank our teams for their continued support to our patients and each other daily.
The Human Experience at City of Hope
In my many years of experience with medical facilities, I have never had any experiences as wonderful as what I've had here. Everyone, and I do mean everyone, is so helpful and polite and goes out of their way to help. I'm so glad that I chose to come to City of Hope.
City of Hope patient
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.
“My nurse was so warm and comforting. I'm so glad she was there for my last chemotherapy session!”
City of Hope patient
Inspiring stories that put into words what the patient experience is like at City of Hope.
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.
2022 HX Guardian of Excellence Award
City of Hope Chicago 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.
Every employee at City of Hope is committed to the human experience for our patients, caregivers, visitors and colleagues.
These videos honor our staff, which impact 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
Jo-Ann Namm | Child Life Program Manager, Department of Supportive Care Medicine