Spotlight on Excellence: Meet the 2025 Patient Experience Award Winners
In February 2025, the annual Press Ganey Human Experience (HX) Conference brought together healthcare professionals from across the country to share insights, innovations, and strategies for enhancing patient care. Among the many highlights of the event, four exceptional Patient Experience Managers were recognized for their outstanding contributions to improving patient experiences within Compass One Healthcare.
We spoke to them about their experiences and the paths that led to them receiving this prestigious award, highlighting their dedication and the impactful work they do every day.
Emily Appleby - Regional Patient Experience Director of the Year
Regional Patient Experience Director - New England
Q: How does it feel to be recognized for your contributions in patient experience?
A: “Receiving this recognition was both an honor and a delightful surprise, especially since this award is unprecedented! I am privileged to be surrounded by the most dedicated leaders within our Patient Experience Division, and I owe this achievement to my incredible peers who consistently strive for excellence. Having them present at the ceremony made the moment even more special.”
Q: Can you share a bit about the journey that led you to this achievement?
A: “My journey with this company and in patient experience began in March of 2020, during the challenging times of the Covid-19 pandemic. I supported our frontline staff by cleaning rooms, sanitizing N95 masks, and forming lifelong relationships with the housekeepers I worked alongside. These relationships provided strength and unity, preventing us from facing that period alone. Our employees are the heart of everything we do, and they are the true heroes, providing exceptional care for our patients.”
Q: Can you describe a particular moment or patient interaction that stands out to you as especially meaningful?
A: “One piece of advice that has always inspired me is from Maya Angelou, who told Oprah Winfrey, ‘You have no idea what your legacy will be. Your legacy is every life you touch... it's not one thing, it's everything!’ At Compass One Healthcare, we have the opportunity to make a difference every day. Every moment spent sitting at the bedside, holding hands, listening to, and comforting patients reaffirms the profound impact of what we do.”
Jood Ali - Patient Experience Division MVP
Senior System Patient Experience Manager at The University of Maryland Medical System
Q: How does it feel to be recognized for your contributions in patient experience?
A: “It is nice to know that hard work eventually pays off. Working with support services, you often see how quickly the work may seem like a thankless job, which is why there's such a focus on the robust reward & recognition program. It felt refreshing to have my work recognized for its effectiveness & helpfulness to others. The quality of your work matters.
Q: Can you share a bit about the journey that led you to this achievement?
A: "Growing up, I searched for a sense of belonging. My discipline was in Mechanical Engineering, but I felt too creative for STEM and too analytical for a creative field. Both sides often felt in conflict. I tried to incorporate artistic aspects into technical courses and vice versa. Then, I discovered Patient Experience. What seemed like ‘people relations’ turned out to be a creative venture requiring critical thinking for continuous process improvement. Working with the Traveling Patient Experience team challenged me to find practical and sustainable solutions quickly. If it weren't for one manager who took a chance on me, I may have never entered the world of care we work in!"
Q: Can you describe a particular moment or patient interaction that stands out to you as especially meaningful?
A: “The moments that feel like magic are the ones making a big difference to a few. The magic of patient experience is in going that extra mile, like having a great send off, bringing birthday balloons and singing with the unit, or being able to get that patient a can of Pepsi instead of Coca-Cola.
The magic for me is the moment I see someone get it! The ambassador who understands the purpose behind their work, the teammate who's reinspired by the work we do, the associate who understands their impact and begins to believe in themselves. When the work we do begins to provide better lives for the people we do it for. Those are the successful leader stories because it was the success of the team.”
LLaby Epting - Patient Experience Manager of the Year
Patient Experience Manager - Chesapeake Regional Medical Center
Q: How does it feel to be recognized for your contributions in patient experience?
A: “Being recognized for contributions in patient experience, especially in environmental services, is a truly rewarding experience. It highlights the vital role that cleanliness and a safe environment play in patient care and comfort. This recognition not only validates the hard work and commitment of the EVS team but also emphasizes the importance of our contribution to the overall healthcare experience. It inspires us to continue striving for excellence and improving the environment that supports patient healing and well-being.”
Q: Can you share a bit about the journey that led you to this achievement?
A: "My journey toward collaboration with the operations team has been shaped by stepping in wherever needed and understanding various roles within the organization. Caring for and celebrating our staff is essential to fostering a positive work environment. By engaging with team members, listening to their needs, and recognizing their contributions, I built strong relationships that facilitate collaboration.
This involved frequent communication, brainstorming, and shared problem-solving, which strengthened our teamwork and enhanced the patient experience. The journey has been about nurturing a culture of support and appreciation, where everyone feels valued and empowered. Each achievement reminds us of the importance of collaboration and the positive impact we can create together."
Emily Bowers - System Patient Experience Manager of the Year
System Patient Experience Manager - University of Massachusetts Medical Center
Q: Can you share a bit about the journey that led you to this achievement?
A: "I began my healthcare journey in high school as a physical therapy aide at my parents’ practice. I learned the importance of making each patient feel valued, heard, and treated as an individual. This experience sparked my passion for healthcare and solidified my desire to pursue this field professionally. I aim to ensure that patients, associates, and nursing staff feel heard and supported every day.
Working closely with operators and colleagues in patient experience, I’ve developed and implemented ideas to help housekeepers build stronger connections with patients and enhance perceptions of cleanliness and courtesy. Every day offers new learning opportunities and the chance to try something different with our teams. I am incredibly fortunate to have the support of many individuals across Crothall, which has led to this incredible recognition—one that I am deeply grateful for."
Q: Can you describe a particular moment or patient interaction that stands out to you as especially meaningful?
A:“There was a patient in a precaution room who felt overlooked due to limited interactions. They mentioned to our housekeeper, Prince, that they hadn’t seen any housekeeping over the weekend. Prince gave the patient his business card and assured them their concerns were heard. He let them know that housekeeping was there for them.
When I followed up, the patient said, 'Prince is truly special. He changed my perspective on your department and had a significant impact on my experience.'
This interaction shows that a housekeeper is more than someone who cleans a room. They ensure patient safety and make patients feel seen and valued. Prince is an example I use when coaching others on the importance of patient interaction and its impact.”
