My Mission Experience

Contact the Office of Patient Experience 828-213-1210

Patient Experience and Engagement

The patient experience is defined as the sum of all interactions, shaped by an organization’s culture, that influence patient and family perceptions across the continuum of care. This becomes a central theme, as it is embedded in Our BIG(GER) Aim: to get every person to their desired outcome, first without harm, also without waste and always with an exceptional experience for each person, family and team member.

Patient engagement is supported by a culture based on patient and family centered care, where the patient is seen as the most important member of the healthcare team and the patient’s family as the primary partner in pursuit of health. In our culture of patient and family centered care, each patient defines who his/her “family” is and then determines how he/she will participate in care and decision-making. 

“My Mission Experience”

Our office serves as a contact point for patients, families and guests as they navigate Mission Health. Our mission is to create an exceptional care and service experience for every patient and family, every time by providing positive recognition to our team members, assisting with needs, responding to inquiries, resolving issues and identifying opportunities to be a better partner. We are here to bridge the gap where expectations may not have been met and identify opportunities for improved partnership across Mission Health.

Report a Concern

Please follow these steps to report a concern:

  • Talk to your attending nurse or unit supervisor. This is the first step so that we can take care of any issues while you're here in the hospital.
  • Contact the Office of Patient Experience at 828-213-1210.
  • Report concerns using our online form.

Mission Health will not take retaliatory action against anyone who reports quality concerns to The Joint Commission.

The Joint Commission

Office of Quality Monitoring
One Renaissance Boulevard
Oakbrook Terrace, IL 60181

 Toll-free: 800-994-6600
Email: complaint@jointcommission.org
Report a Complaint

Division of Health Services Regulation

2701 Mail Services Center
Raleigh, NC 27699

 Toll-free: 800-624-3004
Report a Complaint

Better Together – Patient and Family Advisory Council

Patient and family centered care is an approach to healthcare that:

  • Actively engages patient and families as partners to shape policies, programs, facility design and day-to-day care interactions.
  • Leads to better outcomes, wiser allocations of resources, and an exceptional patient and family experience.
  • Promotes communication, partnership, information sharing, choices, and respect, and is strength-based.

Patient and Family Advisors provide their perspectives and ideas for improving The Mission Experience.

Mission Health team members listen with care and seek to understand the perspective and needs of patients and their families.

Who Can Be an Advisor?

Advisors are patients and/or their family members who have received or are currently receiving care at Mission Health. Potential advisors will fill out an application and go through an interview process.

What Are the Qualities of an Advisor

  • Shares insights and experience in productive ways
  • Sees beyond his or her own personal experience
  • Respects diversity and differing opinions
  • Listens well and seeks to understand
  • Collaborates with solutions
  • Works in partnership to enhance The Mission Experience

How do Advisors Partner with Staff?

  • Council membership
  • Program and policy review
  • Education materials and forms review
  • Committee membership
  • Facilities planning

How can you become involved?

  • Call 828-213-1049 and leave your name and contact number
  • Complete the below online form
  • Complete & return the enclosed application to:
    • Mission Experience
      B 562
      c/o Mission Health
      509 Biltmore Ave.
      Asheville, NC 28801

My Mission Experience

*
 To ensure the protection of your or your loved one's patient privacy, we need to speak with the patient or their appointed legal representative on the telephone.
*
*