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Welcome to the Office of the Patient Experience

Vision & Mission Statement

The OPE is a partner and resource to our community. Our vision is to reduce suffering and foster joy. Our mission is to coach, collaborate, and communicate to inspire compassionate connected care with patients at the center. Main functions of the OPE include gathering, sharing, and improving or celebrating based on our patients' feedback, and also facilitating VMC'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? Please apply here.

If you would like additional information , please email Patient_Experience@Valleymed.org.