General Information

Patient Relations Volunteers: Helping to Define and Improve the Patient Experience
Priscilla Gamb, Director, Volunteer & Customer Services, Huntington Hospital, Pasadena, California

A 606-bed hospital scheduled patient relations volunteers on every nursing unit to help resolve patients’ non-medical needs and concerns.  The data used and effect of the program on HCAHPS scores to improve the patient experience will be identified.  Hear from the perspective of each panel participant – Volunteer Director, Customer Relations Supervisor, Nursing Unit Manager and Volunteer – their responsibilities, tasks, materials used and lessons learned.

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