Ms. Pendleton, in collaboration with Fox Chase Cancer Center’s CNO and senior leadership, develops short- and long-term patient experience goals and leads strategic initiatives aimed at meeting those goals. She manages customer complaints, deploys customer service recovery methods, and oversees the guest services ambassadors program to reinforce Fox Chase’s reputation. In 2023, Ms. Pendleton led the transition to Press Ganey for patient satisfaction metrics and saw a 94.4% overall rating of care for medical practice. Under her leadership, Fox Chase was also one of only 98 organizations awarded the Gold Certification for Excellence in Person-Centered Care by Planetree International in January 2023. For three decades, Ms. Pendleton has represented the patient’s voice within Fox Chase and has celebrated the Fox Chase team members that provide exemplary customer service.
