The Office of Patient Centeredness works to improve the quality of patient service throughout Baylor Health Care System. As defined by the Institute of Medicine (IOM), patient-centered care focuses on “the patient’s experience of illness and health care and the systems that work or fail to work to meet individual patients’ needs.” Consistent with the IOM’s goal to make care more patient-centered, as well as the components of STEEEP, BHCS's Office of Patient Centeredness regards service as a critical dimension of health care quality and an important target for improvement efforts.

The Office of Patient Centeredness is led by Terri Nuss, MS, BHCS Vice President of Patient Centeredness, and a team dedicated to service excellence.

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