We sat down with Megan Chavez, Vice President of Cook Children’s Experience, to discuss how the patient family experience department works with teams across the Cook Children’s System to cultivate healthy experiences for patient families and our teams.

Q: Let’s start with the basics; what does “experience” mean in the context of health care?

A: Experience for our patient families is their perception of their health care experience; their emotional journey, the trauma of receiving care, the fear of the unknown, their relationship with the people that are caring for them. The basis of all of that is a trusting human-to-human relationship, and that’s really where we started to understand that the field of experience is fundamental to the practice of health care.

Q: What are some examples of things that contribute to experience?

A: The thing that matters most is their interactions with all of us.  In addition, it’s every touch point, every conversation, every process, technology and the physical environment. 

Even the building itself; it’s really hard for me to feel relaxed in a sterile and very cold environment that’s full of loud noises. If you look in our buildings, you’ll see that there is designed thoughtfulness at every level. There’s small, hidden things on the floor because kids, when they’re nervous, look down. When you look up, there are wonderful paintings above your head. Parents are going to look straight ahead, so we think about what to put at their eye line. We’re trying to do everything we can to tell them “We got you; we’re in this with you.”

Q: The patient and care team relationships are a huge part of the Experience Department’s focus. Why is that?

A: We’ve learned that a patient’s experience impacts their recovery and overall outcome. In the last handful of years, we have started to look at experience as an ecosystem of creating really strong human-to-human relationships in order to create this safe, trusting environment to provide and receive healthcare.

And pediatrics is even more complicated because you’re dealing with a whole family. These moments are often life-defining not just for the patient, but for the entire family. We have to understand what creates strong human connections and what gets in the way of it.

Q: How do you go about analyzing if those connections are happening, both for patients and clinicians?

A: The way we stay really close to the experience and make it part of decision making is through a very comprehensive, continuous listening strategy. We are always getting information and looking for behavior signals from patients and families as well as staff about what they are thinking and feeling—do they feel respected, heard, valued and cared for?

We ask patient families in a survey, “how likely are you to recommend us to a friend or family member?” And this year our goal is 85.7% recommend us highly; that tells us people felt really cared for if they are willing to send their loved ones to us for care. Because everyone plays a part whether you are patient-facing or behind the scenes making those moments possible, we have our CareShare bonus based on this.  We are exceeding that goal fiscal year-to-date at 86.4%, which is phenomenal.  Another way we listen is through our17 family advisory councils and our parents can tell us what is working and what’s not.

We also know that in order to bring our best self to our patients and families, we as individuals have to  be ok and our teams have to be working well together.  Staff working well together is our biggest key driver in creating patient family trust in their care team.  We are getting better and better at connecting the dots between team experience and patient family experiences. We can tell what is working and what’s not from those insights. For example, employees typically stay at Cook Children’s for a long time. People say they feel they have a place here and they are surrounded by like-minded people and we are focused on doing the right thing for patients and families. That’s the magic sauce; people saying, “It's different here, I have a professional home here and I feel like what’s right for the patient guides our decision making.”

Q: Cook Children’s has historically made patient experience a priority. How does this department further that mission?

A: Cook Children has been doing lots of things that are patient family experience-based, we just have now pulled it all together into one department. Cook Children’s has grown so much. We’re so big and our patients are sicker and more complex because we can support them. We have care teams that may be working with another care team that has never met. So, we want to make sure that they still have that same cohesion even though they’re working across lots of geographies and locations.  

Q: What makes your role rewarding for you?

A: Every day you see the best of people. Even when families are coming in and facing this horrible thing and that might not bring out the best in people. But we don’t back off. We can’t stop car accidents from happening, but what I can guarantee you is that we are going to circle that family with love and support and make sure that they have the best next steps that they can have. That’s pretty incredible to be a part of.

By Heather Duge

If the Patient and Family Experience Team could be described in two words, it would be embracing togetherness. Megan Chavez, Vice President of Cook Children’s Experience, oversees strategy and integration points and said the patient experience is part of a larger ecosystem.

“As we grow, we strive to create one experience so no matter where you go it feels like Cook Children’s,” Megan said. “Teamwork is fundamental to who we are and taps into the expertise of all of us.”

“When we say “patient experience,” it’s about the relationship with the patients and families – do they trust us to provide care for them? It is critical to good outcomes,” Megan said.

Vicki Kelley, Director of Family Engagement, takes a different approach to the front desk – it’s the first touch in the relationship with families. 

“Our staff realize that this first connection can help families begin to recognize this is a place they can trust,” Vicki said. 

The staff who work at the information desks take their job seriously to provide a safe, warm and welcoming environment. In addition, her department oversees 16 Family Advisory Councils. The councils partner with the team and share their perspectives with staff in multiple ways to help make patients’ and families’ experiences better. Vicki and her team also plan parent programming such as movie and date nights for the families. The Parents as Partners Program offers opportunities for families who are newly admitted, feeling overwhelmed or with a new diagnosis to be mentored by those who have walked in their shoes.

“Families know that we embrace who they are; they also want to be part of the team to help their child heal,” Vicki said. “They tell us that when someone shows empathy, they stand out. These are important magical moments that stay in the memories of patients and families. Our department is all about positive connections to engage families in their Cook Children’s experience.”

Empathy, connection and communication is the focus for Amit Singh, M.D., Pediatric Hospitalist and Physician Director of Experience on the Patient and Family Experience Team.

“It should be all-encompassing – from the moment our patients walk in the doors to the moment they leave,” Dr. Singh said. 

Dr. Singh helps lend a physician’s voice from the clinical perspective. His diligence in listening to colleagues has led him to meet individually with each of the medical directors to ask questions related to patient care. He hopes to help create a culture change with everyone being mindful of how each interaction impacts patients and families in significant ways.

“I’ve been amazed by how dedicated everyone is at Cook Children’s,” Dr. Singh said. 

Michele Mitchell, Director of Patient Relations, meets with families to address any issues and learn from them. She works with clinical care teams to break down the best way to support families. 

“Our goal is to always keep family-centered protocols in an emotionally safe environment,” Megan said. “We know people can’t pour from an empty cup, so we constantly look to provide staff with what they need to fulfill that. We work in lockstep and protect what makes Cook Children’s so amazing.”

Jill Koss, Director of Family Support Services, has a team that provides programming to support the psychosocial needs and emotional safety of patients and families. Child life specialists and activity coordinators are a big part of her team as well as staff supporting adult and teen volunteers. Jill also oversees summer camps such as Camp Sanguinity for patients with cancer or blood disorder diagnoses. These camps serve as a haven for patients who otherwise would not be able to participate in traditional camps. 

“We know that patients who are old enough want to be included in the decisions being made about their care, and one of the ways we do that is through the Comfort Menu,” Jill said. “The menu gives kids choices and control during a time when they may feel like a lot is out of their control. They can choose a comfort position, to listen to music, to look at a book, how they want to take their medications and more.”

Fear impacts health in significant ways, so patients are also offered a facility dog visit, creative art and music therapy, clown visits and activities in the child life zone. These are just some of the programs provided that support the emotional safety of the patients. 

Missy Staben, Director of Experience Elevation, brainstorms ways to improve through training, processes and technology. Her team manages more than 170 Patient Experience Champions (PECs)– five groups of frontline staff who meet monthly to work on patient experience projects. The team also supports patient survey management and the system Care Share goal.

Stefanie PerryCharles, Site Administrator at Walsh Ranch and co-chair on the UCC Patient Experience Champions, said the parent involvement is what makes Cook Children’s special. 

“We have a parent advocate in every meeting who brings her child to the hospital often and sees many specialties,” Stefanie said. “She advocates and helps us with issues on the outside that we don’t always see and encourages us as we set the standard for improving.”

Transparency is key in all the team does.

Tracie Lawson, a Practice Administrator who has been at Cook Children’s for more than 20 years and a co-chair for the PCP Patient Experience Champions, has a passion for helping the patients’ parents.

“When I get the parents on the phone or talk to them face-to-face, I just want to fix it,” Tracie said. “They can be frazzled, tired and worried and I want to be that person who says we’re here for you.”

Tracie does this by breaking down barriers. She looks at any problem through the eyes of the patient and family and asks how it could be affecting them. 

Tracie and her team are a resource for primary care offices and give staff members a voice to talk through issues.

Sheena Brewer, Practice Manager at the Willow Park clinic, serves as co-chair for the Primary Care Patient Experience Champions group. Sheena and her Patient Experience Champions committee team developed the ambulatory care patient experience bundle which CCPN follows. 

“We are connected as one, and the families feel that,” Sheena said. “The focus on our team is togetherness and taking care of each other at the clinics to give exceptional care to patients and families. We do this by sharing ideas throughout the system and being open and honest in issues we need to fix.”

Sheena said primary care is so important as oftentimes the patients and families come to them first before going to the medical center or refer to a specialty. 

“Building trust with the families is huge so they know we are putting their child first,” Sheena said. “We talk a lot about looking for moments of magic to help patients feel more comfortable. The expectation from as soon as we hire someone is that we treat everyone like family, and we collaborate with the parents, so they feel confident in their care.”

Jill agrees that everyone should be treated like family, and she said it all comes down to kindness. “Kindness to everyone is so important – no matter where a staff member is working or engaging with patients and families.”

Meet the Patient Experience Team

Each day challenge yourself to complete the activity below to elevate the experience. 

Patient Experience Week is April 29- May 3. People caring for people.

Patient Experience Challenges 

April 29                1. Begin your day with a positive affirmation.

April 30                 2. Smile! Smile at others when moving about your day.

May 1                    3. Keep your cell phone in your pocket when walking around or in meetings.

May 2                    4. Send a thank you note or ecard to someone

May 3                    5. Connect with coworkers and patients with a kind greeting and ask what is something they enjoy doing.  

Email patientexperience@cookchildrens.org with examples of the challenge each day. We'll randomly pick a winner for a $25 gift card!

By incorporating these values into daily experience challenges, you can inspire your team to create a more compassionate, collaborative, and respectful healthcare environment. This, in turn, will lead to improved patient satisfaction, better health outcomes, and a more rewarding work experience for everyone involved.

Remember, the small things often make the biggest difference. 

Let's celebrate with our Child Life team as they mark their 45-year anniversary at Cook Children’s. Our dynamic Child Life team can be seen throughout our medical centers in Fort Worth and Prosper, outpatient areas, Emergency Department, and Urgent Care Centers.

“As a Child Life Specialist, I never take for granted the privilege it is to be able to come alongside and support patients and families in some of their most difficult and vulnerable moments," saysTori Thompson, CCLS.  "Through the power of play, preparation, emotional support and more, we work to empower our patients and families to help them feel well equipped to handle the difficulties hospitalization may bring their way.”

The Association of Child Life Professionals says that Certified Child Life Specialists play a critical role in helping children and their families cope with stressful experiences to minimize the effects of stress, anxiety and trauma. Specialists provide preparation, education, distraction, play, and coping tools to promote and protect emotional safety in times of duress.

What Does Child Life Do at Cook Children's?

At Cook Children’s, the Child Life department has 84 employees. Here are some of the services Child Life offers to our patient families:

• Activities and toys for patients and families to engage in while they are in the medical setting.
• Developmentally appropriate teaching about diagnosis, treatments and life changes.
• Opportunities to desensitize and explore real medical equipment through play.
• Preparation for medical exams, procedures and surgeries.
• Assistance with coping strategies, distraction and/or support during stressful events.
• Support to siblings and other family members visiting a patient.
• Celebration of birthdays, milestones, holidays, and essential life experiences.
• A visit to a child's school after a life-altering injury or chronic illness to help classmates understand and make it easier for the patient when returning to classes.
• Developmental assessments and referrals to community resources.
• End-of-life support to patients and families as well as bereavement support for family members.

Who Is Part of Our Child Life Team?

Child Life specialists and activity coordinators are assigned to specific units and collaborate with other members of the child life team. Let us introduce you to them:

• Activity Coordinators provide and facilitate play opportunities for patients.
•  Sit…Stay…Play is our Facility Dog program and we currently have six dogs. Our dogs provide many services including distraction, unconditional love, motivation, social interaction, and emotional support.
• The Child Life Zone is a treatment-free area where we offer games, events, a library, a recording studio, a broadcasting studio, and so much more. 
• Our Creative Arts Program is made up of music therapists, a resident artist, and a drama therapist who provide opportunities for supporting a patient’s autonomy and allowing emotional expression[JB1]  through a variety of artistic media.
• Laughter League is the team of therapeutic medical clowns that provide humor and laughter to help our patients in their healing.
• Our school program includes Fort Worth school district teachers who partner with Cook Children’s to provide school services to hospitalized patients.

How Can I Celebrate and Learn More?

As we celebrate Child Life Week at Cook Children’s, here are some opportunities for staff across the Medical Center-Fort Worth to meet the Child Life team and learn about what they do every day for our patient families:

Visit the Child Life Zone: come experience the Child Life Zone for yourself at a Play & Learn event. This is your chance to play air hockey, explore the library, and learn more about the Child Life department. 11 a.m. to 1 p.m. on Monday, March 18

Facility Dog Visit: come meet and greet one of the Sit…Stay…Play! Facility Dogs and a Child Life Specialist Handler at the time clock in the basement by the South Tower staff elevators. 6:30 a.m. on Tuesday, March 19

Facility Dog Visit: Meet and greet one of the Sit…Stay…Play! Facility Dogs and a Child Life Specialist Handler at the time clock in the basement by the South Tower staff elevators. 6:30 a.m. on Thursday, March 21

Learn more about the Child Life Zone on the Cook Children’s website here: Child Life Zone (cookchildrens.org)

We appreciate our Child Life team and look forward to learning and celebrating with them throughout the week of March 18-22.

We know. Nobody enjoys getting shots. But we know that the “poke to protect” is imperative to keep ourselves, our families and our patients safer from illnesses such as COVID and flu. That’s why Cook Children’s has a Comfort Menu that caregivers use for pain management with our patients. It includes tools such as cold spray, Buzzy (a device that uses cold and vibration to block pain) and the ShotBlocker distraction device. 

So this flu season, we’re inviting employees to experience the Comfort Menu for themselves when they get their flu shot. That way they will be able to share with patients and families how helpful these items can be in reducing pain and fear around vaccines. 

Comfort Menu items will be available for you to try at several of the onsite employee flu vaccine fairs and leaders can pick up a can of cold spray to use for department-specific events. Find a flier on this initiative at the upper right of this article under Downloads.