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"Patients First" is the guiding principle of SAMC. We strive to provide outstanding and compassionate care and service, every step along the way. Putting patients first requires more than world-class clinical care – it requires care that addresses every aspect of a patient’s encounter with SAMC, including the patient’s physical comfort, as well as their educational, emotional, and spiritual needs.
Formalizing our commitment to this important work, SAMC was the first major academic medical center to make patient experience a strategic goal, the first action was to appoint a Patient Experience Officer. Our Patient Experience’s mission is to ensure consistently patient-centered care by partnering with caregivers to exceed the expectations of patients and families. Our team of professionals serves as an advisory resource for critical initiatives across the SAMC health system. In addition, we provide resources and data analytics; identify, support, and publish sustainable best practices; and collaborate with a variety of departments to ensure the consistent delivery of patient-centered care.
Best practices are used in healthcare to deliver quality care that promotes optimal outcomes. Our Medical Center been identifying best practices throughout the enterprise to streamline patient experience initiatives and has dedicated staff who serve as experts in each domain of the Customer Satisfaction Programmes. They monitor national and local trends to identify how the top performing hospitals identify and maintain success. They consult with well-known institutes and community hospitals to identify, implement and promote best practices. They also perform unit observations to sustain best practices, which are promoted and shared so that other areas of SAMC may replicate.
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