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Patient Experience Champions Program

Program Overview

The Patient Experience (PX) Champion Program partners the SIP Service Excellence team with SIP practices in a group forum approach that enhances patient experience through service skills training, shared best practices and peer mentorship.

The goal of the PX Champions Program is to provide SIP practices with compassionate communication and service excellence tools and skills that support building more rewarding relationships with patients, their families, the practice team and physicians.

  • The program provides bite size pieces of training delivered consistently throughout the year to SIP practices. Frequent discussion of PX topics helps build a culture of service within the office and develops and empowers staff.
  • Emphasis is placed on how to engage in a way that is efficient, safe and personalized while re-energizing and reconnecting staff to purpose, increasing joy in work while increasing SIP practice’s Patient Experience scores.

PX Champion Flyer for 2023

For additional information about the PX Champions Program contact: Debbie Young, Service Excellence Manager, sipserviceexcellence@sutterhealth.org.


2022 Meeting Materials


Below you will find the materials for our PX Champions meetings. Materials are posted after the meeting has occurred. (Note: PX Champion meetings do not replace your incentive requirement of attending one (1) meeting every six months.

  • February 23rd
    • Introducing Patient Experience to Your Team
      • Agenda
      • PX Champions Kick-Off Meeting Video
      • Kick-Off Meeting Summary
      • PX Ambassador Kick-Off PPT
      • Activity #1 - Personal Signature
      • Activity #2 - Perception is Reality
      • Service Tip of the Month - HEAR
  • April 20th
    • Understanding the Patient Experience Survey
      • Agenda
      • April PX Champion Meeting Video
      • April Meeting Summary
      • PX Champion April PPT
      • Scripting Ideas to Promote the Survey
      • Staff Activity: Promoting the PX Survey
      • PX Survey Questions
      • Email Text Flyer
      • Service Tip of the Month - Heart of Service Recovery: EMPATHIZE
  • June 15th
    • Words that Transform the Patient Experience: Key Words at Key Times
      • Agenda
      • June PX Champion Meeting Video
      • June Meeting Summary
      • PX Champion June PPT
      • Tipsheet: Key Words at Key Times
      • AIDET Key Word Samples by Role
      • AIDET Worksheet
      • Service Tip of the Month - Heart of Service Recovery: ACKNOWLEDGE
  • August 17th
    • Delivering the Care Our Patients Want and Need: Identifying Points within Your Practice
      • Agenda
      • August PX Champion Meeting Video
      • August Meeting Summary
      • PX Champion August PPT
      • Tipsheet: PX Survey Question Tip Sheet - All
      • Survey Questions: Focus Area Handout
      • Survey Questions: Benchmark Handout
      • Survey Questions: Improvement Worksheet
      • CIPHER Tipsheet: Kiosk Landing Dashboard
      • Service Tip of the Month - Heart of Service Recovery: RESOLVE
  • October 19th
    • The Power of Self-Compassion: Caring for Others Without Losing Yourself
      • Agenda
      • PX Champion October PPT
      • Self Compassion Scale Worksheet
      • Taking Care of the Caregiver: How to Practice Self-Compassion
      • CIPHER Tipsheet: Signing into CIPHER Health Two-Factor Authentication
      • Service Tip of the Month - Health Literacy
  • December 14th
    • Communicating with Empathy: Tools for a Positive Patient Experience
      • Agenda
      • December PX Champion Video
      • December Meeting Summary
      • PX Champion December PPT
      • Communicating with Empathy Handout

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At Sutter Independent Physicians, our independent providers offer primary care for children, adults, and families in the greater Sacramento Valley.