What is The KFSH&RC Experience Ambassadors Program?
The Experience Office Division is introducing the KFSH&RC Experience Ambassadors Program to support the Organization to achieve one of its Strategic Objectives; “Deliver world-class customer experience, safety, and quality of care to our patients”; moreover, to increase the Overall KFSH&RC Patient Satisfaction Scores, and to brand the KFSH&RC Experience to become the number (1) specialized healthcare provider of choice for every patient.

Who are the KFSH&RC Experience Ambassadors?

Since Collaboration and Accountability are one of our Organization’s values, the Experience Office Division requested from all divisions/departments to nominate a group of individuals who are potentially fit to be KFSH&RC Experience Ambassadors.

The final list of qualified Ambassadors went through two prerequisites:

• Taking a Personality Assessment Tool designed to capture ability, competencies, and behavior.
• Attending a customized Training for the KFSH&RC Experience Ambassadors Program delivered by our Partners “MEGA” to provide them with the required tools and information related to their role and responsibilities as KFSH&RC Experience Ambassadors.
The 1st group for the KFSH&RC Experience Ambassadors Program is a multidisciplinary team representing everyone in the Organization.

What are the Roles and Responsibilities of the KFSH&RC Experience Ambassadors?

• Lead Patient Experience best practices implantation in their department and remind the team of the best practices.
• Lead/participate in Patient Experience Projects in all/any of their phases across the Organization as assigned by the PXA Program Core Team.
• Own the moment by continuously educating and coaching their area/unit employees on patient experience behavioral standards and “service standards”.
• Monitor their area/unit patient experience scores and ensure implementation of performance improvement projects to address areas of concern.
• Communicate all messages and marketing material from the Experience Office Division to their team.
• Conduct periodical rounding in various areas of the Hospital to identify and rectify issues related to the physical environment as assigned by the PXA Program Core Team.
• Raising Awareness about the initiatives of the Experience Office Division by conducting educational sessions for patients and employees between (In-service, Booth).
• Increase awareness of patient experience through education, campaigns, and media (experience office Buzz-pulse). Conduct Secret shopper rounds as assigned by the PXA Program Core.

What are the Focus Dimensions for the KFSH&RC Experience Ambassadors Program?

• Physical Appearance/Environment
• Behavior
• Processes/Systems
• Raising Awareness about the initiatives of the Experience Office Division to ensure sustainability

Let’s Meet the KFSH&RC Experience Ambassadors Click here.

KFSH&RC Experience Ambassadors Success Stories and Achievements

• Decluttering initiative
• Wheelchair initiative
• Wayfinding initiatives
• Booth and in-service