Pamela Bell

I was appointed the System Director and Patient Experience Office in February of 2019. In this role I am responsible for the Press Ganey patient survey administration across the system as well as the identification of key opportunities to accelerate the patient/family experience. During the first year in this role we developed and implemented new PX values and behavioral standards now known as the CARE standards. Patient Family Relations, Spiritual Care and RN D/C Call divisions are also a part of the PX Office. I previously held the position of Director of Patient Family Centered Care since 2012, and also served as the Director of Pastoral Care at the Valley Hospital from 2000 - 2012. As Director of PFCC, I established the core concepts of PFCC into our organization with the help of an interdisciplinary Steering Team. To date we have established 8 Patient Family Advisory Councils with 100+ advisors participating in various committees and projects throughout the system. My team also developed a four hour curriculum for frontline staff to learn the philosophical and clinical applications of PFCC in patient/family care. During COVID my role became the system lead for resilience work. We have implemented many initiatives including Resilience Lounges, Resilience Sessions designed specificially for individual units/teams, Decompression Sessions for Leadership and incorporated a Resilience component to our It’s Your Move Program which leads to an employee discount for healthcare premiums.