Dr. Franklin works closely with Fox Chase Cancer Center’s CNO and senior leadership to develop short- and long-term patient experience goals and leads strategic initiatives to reach them, overseeing patient relations, the guest services ambassadors program and complaint resolution. Since joining Fox Chase in 2024, she has transformed the role into an engine of change where feedback drives improvement across the institution. Dr. Franklin leads the organization’s patient and family advisory council, comprising a dozen patients and caregivers along with Fox Chase administrators, a physician champion, and representatives of clinical and administrative groups. This model has since been adopted by other institutions across the broader Temple University Health System. She also established a multi-institutional external roundtable collaborative to share best practices, partnering with organizations such as Fred Hutchinson Cancer Center in Seattle and the University of California, San Francisco Helen Diller Family Comprehensive Cancer Center, with Fox Chase’s second roundtable scheduled for fall 2026. Dr. Franklin developed and launched nurse navigation survey questions in partnership with Press Ganey, making Fox Chase the first and only cancer center to include such questions on its patient satisfaction survey. She also helped launch a “Sacred Time” rounding initiative for nurse leaders, giving them an uninterrupted daily block of time to see patients and address issues at the point of service, and implemented nurse leader rounding for same-day surgery patients. Fox Chase earned the Press Ganey “Human Experience Guardian of Excellence” award for employee and physician experience in 2026.
