This Month at the PFCC Innovation Center

Why Is It So Important to Imagine the Ideal Care Experience?

…As I approach the Intensive Care Unit desk, I take a deep breath and try to steady my nerves as a friendly woman with a name tag that says “Cheryl” greets me by name and welcomes me with a warm, empathic smile.  She lets me know that she will be my care concierge to escort me for the remainder of the day.  She also tells me that she is going to page the ICU Care Team Captains who are taking care of my teenage son Jason, who has been admitted following a car accident. While we await their arrival, Cheryl offers me…



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