New hospital-wide patient experience development program set to launch

January 4, 2019 | UToday
By Tyrel Linkhorn

On Monday, Jan. 7, UT Medical Center will launch a new hospital-wide patient experience development program called I Am the Experience.

The goal of the initiative is to improve UTMC’s quality, safety and reputation within the community, while also strengthening employees’ connection to the hospital’s patient-centered mission.


“It’s about taking full responsibility for our individual actions with one goal in mind — placing our patients in the center of all we do,” said Mario Toussaint, chief experience officer for UTMC.

The training will be a mix of evidence-based online professional development and a series of short videos rolled out in three-week intervals. Every UTMC employee will be asked to complete the training. The program also will be included as part of the onboarding experience for new employees.

Though participation is mandatory, employees are invited to make a patient experience pledge that will enter them into a raffle that includes prizes such as a full year of free lunches at the Four Seasons Bistro and shopping sprees in the hospital gift shop.

Pledges and entries can be made from 11 a.m. to 1 p.m. Monday, Jan. 7, through Friday, Jan. 11, in the Four Seasons Bistro. Third-shift employees are encouraged to talk with their managers about how to pledge and be entered into the raffles.

“This program is a movement we are creating for long-term improvement around patient experience,” Toussaint said.

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