As San Francisco’s only public hospital, ZSFG takes pride in its commitment to exceptional care that meets the needs of its patients. This dedication to going above and beyond is evident in how the team schedules appointments, connects with patients in the waiting room, and shares resources through follow-up messages after the visit.

ZSFG serves one of the most diverse and resilient communities in the country, where many patients face significant barriers to care. Every time ZSFG staff members interact with a patient with respect, clarity, and compassion, they build trust and affirm their dignity.

ZSFG’s Care Experience Division invited nurses, physicians, social workers, pharmacists, medical librarians, students, volunteers, and staff from every corner of the hospital to answer one simple question: “How do you support patient experience?”

“What happened next was something special,” shares Rhett Burden, Director of Inclusive Excellence & Staff Experience. “By the end of the week, four posters were fully covered in the voices of the people who make care at ZSFG what it is. The themes that emerged were clear… presence, dignity, listening, and meeting people where they are.” 

Throughout the week, staff dropped by to share the part they play in ensuring patients experience the very best care at ZSFG.

For so many at ZSFG, this is at the heart of what they love about working at the Hospital.

The Care Experience Team at ZSFG is vital in helping staff members listen, learn, and turn feedback into meaningful change. Their work strengthens ZSFG and keeps patient voices at the center of the health care experience.

With each action, ZSFG deepens its commitment to building a culture where care experience is woven into everything the Hospital does.