Experiencing Care From Patient’s Perspective

Posted by Su Lee

Robert Allen, our CEO received care at CHA HPMC. He shares his patient experience and perspective, and highlights the importance of empathy and care in treating patients:

“I had the opportunity to experience the level of care and service you provide for our patients, while undergoing an eye procedure at the Southern California Eye Institute (SCEI). I was warmly greeted by several nurses, followed by Dr. Jacob Reznik’s explanation of the procedure, treatment, and post-surgery care. From admitting to discharge, and from doctors to nurses, my experience—as a patient—was excellent.

As an employee, I was able to experience the care that our patients received, and very pleased to see the level of attentiveness and warmth in our staff behavior. Experiencing our services from a patient’s perspective was truly enlightening. It provided me fresh insights on areas that we excel in and areas where we can improve. More importantly, it showed me how intricate details —like smiles or coat hanger—are key elements to enhance patient experience and providing optimal clinical outcomes.

As an organization, we value optimal outcomes—clinical and experience—and supporting patient recovery and helping patients stay healthy. We’re on a continual mission to create better health programs for our patients — and part of it is driven by our ability to deliver innovative solutions closer to home. CHA Hollywood Presbyterian is making huge investments in the facility, technology, and people to better serve our patients and be the provider-of-choice in the Los Angeles community.”

Go to our Patient Stories