Frequently Asked Questions



What is the KFSH Experience?

The KFSH Experience is defined as an institutional culture built on Excellence, designed intentionally to promote individualized interactions, while encouraging positive behaviors, intended to create and inspire memorable positive moments for patients, their families and our co-workers.


Why do we need to improve the KFSH&RC experience?

The organization has identified Experience (patient and staff) as being a strategic priority as it works to Transform into a not for profit Independent Foundation by 2022. The overriding goal of Transformation is to create a world-leading healthcare organization, one that offers high standards of safety and patient experience.


Where will the focus for improvement be?

Five objectives have been identified as being key to enhancing experience these are:

  • Improving access to care.
  • Enhancing employee behaviors/communication.
  • Promoting a supportive environment.
  • Proactive patient engagement.
  • Developing Experience Key Performance Indicators (KPIs).


How will the improvements happen?

By building on existing successes and adopting and implementing best practice to improve the experience of patients and their families, employees and vendors.

A three-year operational plan has been launched for the period 2018-2021. This identifies those areas for improvement that will help to create the KFSH Experience culture that moves the organization from “doing to patients’ to “working with patients.”


How can I share my feedback, suggestions or project ideas to improve the KFSH Experience?

We welcome your feedback and invite you to share with us your feedback via email:


Where Can I find additional resources related to Patient Experience?

The internet has a wealth of information on topics related to patient experience and we advise you to visit these credible websites