“The creation of the new supportive nonclinical role shows promise in improving patient experiences. The pandemic resulted in lower scores in patient experience across many care settings. This pilot study provides promising information that should be further explored regarding the impact of the Experience Coordinator and the benefit of this role from the
perspective of the nurse.”

“The COVID-19 pandemic stressed an already distressed healthcare workforce and negatively affected relatively stable patient experiences across the nation. The significant impact of the COVID-19 pandemic on the national healthcare workforce shortage has been profound. On September 2, 2021, the American Nurses Association, in a letter to the US Health and Human Services secretary, called for immediate action to address the unsustainable nurse staffing shortage. The letter advocated that crisis-level nurse staffing jeopardizes nurses’ ability to care for patients. Healthcare organizations should seek out ways to alleviate staff shortages and ensure quality patient care. To respond to the current workforce shortage and the call for action, a new role was created to be a part of the care team, the Experience Coordinator. The Experience Coordinator, created as a test of change in this study organization, is an innovative role different from others that are more familiar including patient advocates or representatives.”

Oehlert, Julie,et al. (2023). Patient Experience Coordinator: An Innovative Role to Improve Patients’ Hospital Experience. The Journal of Nursing Administration, 53, 116-123.