Welcome to the Office of the Patient Experience

Vision Statement

The OPE is a partner and resource to the VMC family and the healthcare community at large. Our vision is to set the standard for a culture of excellent service to each other and to the patients and families in our care—every interaction, every time.

Main functions of the OPE include measuring and evaluating patient experiences and also facilitating Valley Medical Center’s Patient & Family Advisory Council.

What is patient experience?

Per The Beryl Institute, a global community of practice dedicated to improving the patient experience, patient experience is defined as “the sum of all interactions, shaped by an organization’s culture, that influence patient perceptions across the continuum of care.”

What is a Patient & Family Advisory Council (PFAC)?

A PFAC partners patients and families with members of the healthcare team to provide guidance on how to improve the patient and family experience. As part of this PFAC process, patients and families are invited to serve on hospital committees. They will ensure that the consumer’s point of view and perspective are not only heard, but also integrated into the service and quality improvements engineered to ensure high-quality, patient-centered care. By listening to our patient and family advisors and their unique perspectives and input on issues that impact care, we can all make certain that the next patient or family member’s journey is easier.  

How can I join?

VMC is actively recruiting and accepting patients and family members to serve on the PFAC. Interested in more information about serving on this council? Email patientexperience@valleymed.org.  Please include your name, phone number and details about your experience.