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Welcome to the Patient Experience Newsletter!
We look forward to discussing Patient Experience topics across UConn Health on a quarterly basis.
Do you have any questions or ideas for future topics? Please share them with us.
Contact the Office of Patient Experience at opx@uchc.edu.
The Office of Patient Experience
Working Together
The Office of Patient Experience is made up of 6 different departments, working together to support our patients, families, visitors, staff and community.
Our Office Is Here to:
- Provide first connection on campus to assist with wayfinding and directing guests to appointments or locations on campus.
- Ensure that limited English proficient (LEP), deaf or hard of hearing (HOH) persons have equal access to all services of UConn Health through effective communication and collaboration.
- Serve as a liaison between patients, families, and the hospital to address concerns, enhance communication, and support a positive care experience.
- Use patient stories and data to guide improvements that matter most to those we serve.
- Ensure every patient experiences a smooth, safe, and supportive transition from hospital to home.
- Recruiting and training our much-needed volunteers, and we are always in need of volunteers with different skills.
Our Core Values:
- Respect
- Communication
- Teamwork
- Compassion
- Empathy
- Kindness
What Is Patient Experience?
It’s All About Perception.
The Beryl Institute defines patient experience as “the sum of all interactions, shaped by an organization’s culture, that influence patient perceptions across the continuum of care.”
At UConn Health, we are committed to providing a positive patient experience at every touchpoint, every time. From the moment a patient visits our website, schedules an appointment, or enters through the Emergency Department, to navigating our facilities and receiving follow-up care—every interaction contributes to their overall experience.
Creating an excellent patient experience goes beyond kindness or comfort measures. It is about fostering trust through safe, high-quality, and compassionate care, supported by clear communication and responsiveness.
Patient experience is everyone’s responsibility. Regardless of your role, every interaction matters. A simple smile, a moment of reassurance, or a clear explanation can have a meaningful and lasting impact.
Patient experience is directly linked to quality outcomes, patient safety, and trust in our care.
Be present. Communicate clearly. Respond promptly. Show compassion.