At CommonSpirit Health®, humankindness is not only a guiding principle — it’s the foundation of our approach to health care. This commitment to compassion, empathy and respect shapes every aspect of our work, creating a culture where each interaction fosters health and connection.
The Care Coach program, an innovative initiative that has greatly enhanced patient safety and satisfaction at Chandler Regional Medical Center and Mercy Gilbert Medical Center, exemplifies this commitment in action. Made possible through charitable support, this program highlights the powerful role philanthropy can play in addressing social challenges and improving lives.
The birth of the Care Coach program
In the fall of 2019 at Chandler Regional Medical Center, a crucial discussion about patient experience took place. Hospital leadership identified a need for a consistent presence on the units to ensure the effective delivery of patient experience initiatives.
This realization led to the creation of the Care Coach program — specially trained nurses dedicated to working closely with patients and the care team to enhance communication and uphold the highest standards of care.
By the summer of 2020, the program was fully operational, with Care Coaches hired, trained and assigned to specific units. Their training equipped the coaches with the skills necessary to mentor staff effectively, ensuring that evidenced based practices were not only understood but consistently applied in every patient interaction.
The role of philanthropy in enhancing patient care
The success of the Care Coach program is a testament to the impact of philanthropy and the dedication of community members like Julia Marreel and her husband, Tom. Five years ago, Dignity Health Foundation - East Valley, where Julia Marreel serves as Secretary on the Executive Committee, invested $250,000 in seed funding to launch this initiative. Since then, charitable investments in the program have exceeded $1 million. These funds have been crucial in both launching and sustaining the program, allowing Care Coaches to become integral members of the health care team.
Reflecting on this significant investment, Marreel says, “The Care Coach program is probably the most successful and trackable program we have funded to date. As a foundation, we strive to ensure the needs and safety of our patients always come first. We have been amazed at how this program has evolved and how committed CommonSpirit has been to embracing this idea, which has now expanded into many facets at each East Valley hospital.”
Julie Ann Alvarado, Vice President and Chief Philanthropy Officer at Dignity Health Foundation - East Valley, emphasizes the significance of this support. “Philanthropy intersected with the hospital at a critical time, providing a robust solution through the Care Coach program. These Care Coaches are superheroes, and the generosity of our donors has made it possible to create a culture of humankindness that permeates every aspect of patient care.”
Marreel further highlights the program's success. “The consistency of reporting and communication about each patient, from admission through to discharge, has been much smoother for the staff, the patients and their families. We are very proud to have been part of this funding.”
Elevating patient care
The impact of the Care Coach program on patient care has been remarkable. “One of my highlights is being able to spend as much time with a patient as they need,” says Aubrey Rockwood, East Valley Manager of Patient Experience and a Care Coach. “Patients want to be listened to, and having the time to do that is a wonderful gift. Our role allows us to ensure that patients feel heard, which directly improves their overall experience.”
The program’s success is reflected in the numbers. Patient satisfaction scores have soared, making it one of the highest-ranked hospitals in patient satisfaction. Google reviews have also improved significantly, reflecting positive changes in patient experiences.
“The Care Coaches have changed the culture of our hospitals,” says Maryann Bowersox, Vice President and Chief Nurse Executive Officer at Chandler Regional. “They are not just an extension of our staff — they are essential to the fabric of care we provide. Their work ensures that every patient feels valued, safe and cared for.”
The future of the Care Coach program
The program is now fully operationalized, with no additional fundraising efforts underway. As the program continues to evolve, the hope is to expand its reach even further. Currently, Care Coaches are present in inpatient Medical-Surgical and Telemetry units at the hospitals, as well as in the Emergency Departments and Intensive Care Unit. Rockwood shares her vision for the future: “I hope to see this program implemented in different service lines and eventually in other facilities. The difference we’ve made here is undeniable, and I believe that with continued support, we can replicate this success elsewhere.”
The Care Coach program stands as an outstanding example of what can be achieved when philanthropy and health care work hand in hand. Through the generosity of donors and the dedication of health care professionals, CommonSpirit is not just improving patient care — it’s transforming lives. As we look to the future, continued support from our philanthropic partners will be essential in ensuring that every patient has access to the care and compassion they deserve.
