Ms. Neiman’s 70-member team contributes to the entire patient and family journey across CHOC’s two hospitals, 23 primary care practices and seven clinics. She joined the system in 2018 as chief marketing officer and expanded her title to chief experience officer in 2020, taking on responsibility for the patient and family experience, customer care, patient advocacy, translation services, concierge nursing, spiritual care, marketing, communications and the gift shop. She believes that housing these non-clinical services under a single umbrella allows CHOC to integrate the patient and family experience seamlessly across departments and locations. Under her leadership, patients and families benefit from initiatives like the Kind Concierge Program, which was designed to reduce stress and encourage healing by providing kids with personalized experiences. Kind Concierge ambassadors partner with nursing staff to round patient floors and assist with family needs such as offering refreshments and encouraging sibling connection during inpatient stays. Ms. Neiman also encourages the system to focus on staff engagement, implementing changes derived from annual engagement survey feedback and infusing the workplace with joy through regular events.
