Post by Dana-Farber Cancer Institute

When Ann Daly came to Boston for her first appointment, she noticed that every staff member seemed to share a unique quality. “It’s like everyone has gone through the same training,” she says. “Every staff member, nurse, doctor, and volunteer showed the same compassion.” Ann’s experience is a testament to the emphasis that everyone at the Institute puts on providing patients with the best experience possible. “Patient Experience Week gives us an opportunity to honor those who impact our patients every day,” says Kelly Eng, director for Patient Experience Insights and Improvement. “It’s also fitting that we elevate the voice of our patients and families during this week because they inform how we approach every aspect of care.” The perspectives of patients and families inform everything from clinic signs to floor maps, communication about clinical trials, and the design of the future cancer hospital. Pediatric and Adult Patient and Family Advisory Councils (PFAC) provide crucial input on a wide variety of projects. Patient Experience Week also gives staff a chance to refocus and look forward to avenues for improvement. Multidisciplinary efforts led by the Patient Experience division of Quality and Patient Safety analyze feedback to guide compassionate, equitable, and sustainable improvements across all areas of patient care. The Patient-Family Relations Office, another part of Quality and Patient Safety, works to uphold patient rights and engages with patients to address issues that patients may feel were overlooked. “Whether feedback is individual-specific, system-based, or a suggestion for general improvement, we are here to listen and respond,” says Kathleen Horvath, director of Patient-Family Relations. These efforts are what forge long-lasting relationships throughout the Institute. Ann’s final appointment is coming up, but she plans to stay connected to the Institute for much longer as she’s started volunteering as an ambassador. “Everyone is so kind, compassionate, and professional. If you need anything or have questions, there is always someone available to help and ensure you’re completely taken care of,” Ann says of her experience.