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Our Commitment to the Patient Experience

Provider training program talking with patient

We offer our staff training programs that are designed to prioritize the patient experience at UI Health Care and increase staff engagement.

Provider Communication Program

The Provider Communication Program was brought to UI Health Care in 2017 in partnership with the Academy of Communication in Healthcare (ACH). This training program teaches a series of techniques including how to organize a clinic visit and effective communication strategies with patients and families. Our facilitators emphasize the importance of alleviating anxiety and suffering in the patient experience.

UI Health Care currently has 14 in-house certified facilitators who have trained over 800 providers. We are one of few hospitals in the nation that offer the services of patient experience coaches following the provider’s completion of the 5-hour workshop. Coaches shadow providers in their clinical setting where they partner to provide mentoring and feedback regarding best practices and celebrate successes.

Compassionate Connected Care

C3 Inpatient

The C3 Program is provided for all frontline staff who interact directly with patients and families. The program emphasizes effective communication strategies, teamwork, and how to identify emotion and use skills appropriately to respond with empathy to patient needs in the hospital setting.

This 4-hour group training session is facilitated and led by our patient experience coaches. Each unit within the hospital is also assigned a coach to assist with initiatives aimed at enhancing staff engagement and the overall patient experience.

As of Spring of 2020, all UI Health Care inpatient units have completed this program. Since its start, our coaches have trained over 3,000 UI Health Care employees. We excitedly continue to train all new hires in partnership with our Nursing Education office.

C3 Ambulatory

The C3 Ambulatory Program is the newest substantial addition to our training offerings. Launched in Spring 2021, this training program was built from the ground up by our own UI Health Care staff to align with the specific needs of patients in our ambulatory care setting.

Like our inpatient program, C3 Ambulatory focuses on improved communication and delivering patient care with empathy and compassion. What makes this program unique is that each C3 tool and skill is tailored to the outpatient setting. This means all content is relevant to staff that care for our patients and families in our clinics.

We are steadily expanding this patient experience coach led 4-hour training across all of UI Health Care’s ambulatory services. As each clinic’s staff completes training, a patient experience coach is assigned as a partner to help innovate and implement strategies that will enhance and sustain the patient experience.

Sidebar content

  • Your Visit
    • Billing, Insurance, and Financial Assistance
      • Financial Counseling Services
      • Financial and Billing Assistance
        • Billing Checklist
        • How to Read Your Bill
        • Options and Steps for Paying your Bill
        • Rights and Protections Against Surprise Medical Bills
        • Billing for Hospital-Based Clinics
      • Frequently Asked Questions About Billing, Insurance, and Records
      • Insurance Coverages and Patient Registration
        • Frequently Asked Questions for Accountable Care Organization (ACO) Patients
        • Medicare Coverage
        • UI Health Care Insurance Contract List
      • Medical Records Request
    • Visitor Resources
      • Visitor guidelines, screenings, and restrictions
        • Face Mask Guidelines and Requirements
        • Visitor Restriction FAQs for Family Members
      • Things to Do in the Iowa City Area
      • Places to Stay in the Iowa City Area
        • Overnight Stay for Guests
        • Ronald McDonald House and Hope Lodge
      • Things to Do in the Hospital
      • Email a Hospitalized Patient
      • Festival of Cultures 2022 - Virtual Gallery
      • Holiday Resources for Patients and Visitors
      • Send a gift
    • Patient Resources
      • Patient Rights and Responsibilities
        • Social Media Policy
        • Nondiscrimination Notice
        • Health Content Permissions Policy
        • HIPAA Notice of Privacy Practices in English
          • Cuidado de Salud de la Universidad de Iowa Aviso sobre las prácticas de privacidad
        • SMS Terms and Conditions
      • Get to Know MyChart
        • MyChart Care Companion
        • eCheck-in with MyChart
      • Spiritual Services
        • Labyrinth
        • Midweek Meditations
      • Create a Patient Blog
      • Interpretation and Translation Services
      • Office of the Patient Experience
        • About Our Patient Experience Surveys and Provider Ratings
        • Our Commitment to the Patient Experience
        • Patient Relations Specialists
        • Patient and Family Advisory Board (PFAB)
        • UI Health Care's Commitment to Diversity
      • Telephone Numbers at UI Health Care
        • Integrated Call Center
      • Visitor Restriction FAQs for Patients
    • Driving directions and parking
      • Driving Directions and Parking at Iowa River Landing
    • How to Prepare for a Visit
      • On-Going Care and Follow-Up Visits
        • Home Care Options and UI Community HomeCare
        • On-Going Care Options
        • Therapy Options
      • Understanding your Health Care Team Roles
    • Your Visit to UI Hospitals & Clinics
      • Services and Amenities
        • Lost & Found
        • UI Home Solutions–Medical Supply Store
          • Mommy and Me Bedside Delivery
        • Banking Services
        • Dietitian Services
        • Discharge Lounge
        • Environmental Services
        • Fourth Floor Salon
        • Gift Shop - Wild Rose Gifts
        • Guest and Concierge Services
        • Mailboxes and Mailing Addresses
        • Patients' Library
          • Gale Virtual Reference Library
          • Patient Library Catalog
        • Play Spaces
        • Project Art
          • Artist—Art and Illness Series
            • As I Live and Breathe
          • Medical Museum
          • Performing Arts
          • Project Art Main Office
          • Project Art Online Gallery - Permanent Pieces
          • Requesting art for patient-focused spaces
          • Temporary Exhibits
            • 42nd Annual Staff Art Show
            • Become a Project Art Exhibitor
            • Past Temporary Exhibits
        • Wheelchairs and Patient Escorts
        • Wifi Network and Computer Access
      • Places to Eat
        • Atrium Dining Room
        • Compass Express
        • Patient Room Service
        • Rooftop Café and Rooftop Terrace
        • The Fountain Dining Room
        • The Marketplace
      • Driving Directions and Parking

Contact Us

You can always contact our office with positive feedback about your care, questions, or concerns. Reach us via email or phone.

  • Call us at 1-319-356-1802
  • [email protected]

Locations and Offices

Office of the Patient Experience

CC102 Boyd Tower (BT)
Level 1, Elevator B
1-319-356-1802
[email protected]
Resource Office
In University of Iowa Hospitals & Clinics
200 Hawkins Drive, Iowa City, IA 52242
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200 Hawkins Drive
Iowa City, IA 52242
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1-800-777-8442
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