In her role as vice president and chief patient experience officer, Ms. Klick has executive oversight over all aspects of patient experience, patient relations, guest services, patient and family engagement, spiritual health and education. She implemented the Connect, Care, Communicate model within the hospital, which urges team members to approach patient care with a human touch. Included among Tampa General’s patient experience programs is its Patient Family Advisory Council, championed by Ms. Klick, which recruits 45 former patients or family members of patients to sit on hospital committees, assist with patient education and serve in focus groups to provide feedback on various aspects of the patient delivery system. In 2023 alone, Ms. Klick grew the system’s patient experience team, created and deployed a patient experience training program, implemented a new visitor management system and more. With over 27 years of experience in the field, she played a role in launching HCAHPS in 2006 and has been helping to shape the standard ever since.
