Case Study: Stanford Children’s Health achieves dramatic patient experience improvements and skyrocketing patient feedback with Stryker

Organizing to Deliver Exceptional Experience

Stanford Children’s Health wanted to deliver consistently exceptional experiences for patients and families but needed to better organize and align experience efforts with quality and process improvement, set clear priorities, and sustain progress amid competing initiatives like an EMR implementation.

Director Christine Cunningham partnered with the Experience Innovation Network to create governance, an operating infrastructure, and a three‑year experience roadmap, plus a vision and goals for the Office of Patient Experience. The work produced multiple programs (Lavender Alert, PCARES training, rebranding Patient Relations and deploying Experience Navigators) and led to skyrocketing patient feedback and improved experience metrics even during EMR rollout.

Stanford Children’s Health

Christine Cunningham

Director, Office of Patient Experience