The San Francisco Health Network (SFHN) serves more than one in eight San Franciscans annually. Along with several projects to improve the patient experience, SFHN is committed to providing a positive care experience across the network. FUSE Fellow Cori Schauer helped design a service framework to change the SFHN’s approach to patient service and move the organization toward the highest levels of patient-centered care.

Cori’s work resulted in strategic recommendations on how care experience should work across the entire network. She also provided specific recommendations for improving the patient experience for various departments. Over time, the various patient-staff learning and engagement sessions Cori facilitated helped change the culture of the organization to one that is more based on collaboration. Cori’s direct interaction with patients to gather feedback about their needs helped many of them work through issues, feel more hopeful, and realize the agency is on their side.