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JHHS Department of Service Excellence

service excellence team

Our chief patient experience officer leads the Department of Service Excellence, which is comprised of patient experience, patient relations, guest services and volunteer services staff members whose roles are focused on creating a high performing patient- and family-centered care culture.

Our role is to provide leadership, expertise, facilitation and coordination for patient experience initiatives. We develop and implement improvement initiatives across Johns Hopkins Medicine centered around our patient experience data. We assist departmental leadership with data analysis support and provide support for staff on training, coaching, implementation, and outcome monitoring relating to the patient experience survey results.

To nominate one of our exceptional staff for the Service Star award, submit the Service Star form to

To learn more and to sign up for instructor-led training in the Connect, Partner, Reflect communications model, review the flyer.