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St. Joseph’s Establishes Office of Patient Experience


St. Joseph’s Hospital Health Center today announced it has established an office of patient experience. Focused on all patient interactions throughout its system of care, the office of patient experience will work collaboratively with other departments to ensure care is consistently patient-centered and focused on quality, safety and clinical outcomes.

The office of patient experience will effectively integrate multiple service areas and programs, including patient relations, patient survey data analysis, patient/family advisory council, HCAHPS education, volunteer services, interpreter services, diversity/inclusion, ethics, palliative care, service excellence training/coaching, and the development of innovative programs to create a healing environment. 

“This new office brings together all the entities that focus on the patient care as seen through the eyes of our patients and their families,” explained Deborah Welch, vice president for people for St. Joseph’s. “By integrating those areas that are already focusing on patient experience, we can take advantage of synergies among the departments and bring patient-centered care to an exceptional level at St. Joseph’s.” 

Amy Szczesniak, MS, RN, has been appointed director of the office of patient experience. Most recently a clinical nurse specialist, Szczesniak has worked at St. Joseph’s for nearly 15 years. She has a Bachelor of Science degree in nursing from Russell Sage, and a Master of Science in nursing from Keuka College

St. Joseph’s Hospital Health Center is a non-profit, 431-bed hospital and health care system providing services to patients from Onondaga and 15 surrounding counties. Through prevention programs and the latest diagnostic treatment procedures, St. Joseph's with patients to achieve optimum long-term health. A 14-time winner of the National Research Corporation Consumer Choice award, St. Joseph’s is affiliated with Franciscan Companies and sponsored by the Sisters of St. Francis.