Our patients have consistently told us – through their survey feedback – that these key components are the most impactful in shaping their healthcare experiences:
- Showing compassion
- Complete, consistent and clear communication
- Showing respect
To address these key components, we partnered with our patient and family advisors (PFAs) and other patients to devise our .
Our PFAs also helped devise an expanded version of the Promise, which outlines specific behaviors most valued by patients and families, such as:
- Provide greeting and introduction
- Confirm understanding
- Identify and discuss patient and family preferences
Our Promise reinforces what patients and their families can come to expect from any one of us, anywhere within UW Health, every time. Together, we can deliver on this Promise and continue to enhance the patient and family experience for all we serve.
Look for the Promise to be displayed throughout our health system, including in our elevators, on our LCD screens (digital signage), online and other areas visible to our patients and their families.
Why a Promise?
- The word “promise” is powerful - it carries weight when we make a promise to do something.
- The Promise helps us to standardize expectations and evaluate performance/progress
- It provides tangible examples of how we can all demonstrate the Promise through our words and actions.
- Patients who participated in the process told us it makes them feel more confident that we are willing to make a promise to them.
Please join us in demonstrating the UW Health Patient and Family Experience Promise every day.
For more information, please contact Julie Becker, director, patient and family experience, or Emily Winslow, MD, FACS, medical director, patient and family experience.
Enterprise Analytics (EA)
Patient and Family Advisor Partnership Program