Originally published: Cambridge Today, September 23, 2026.
Authored by: Matt Betts
Cambridge Memorial Hospital has its sights set on improving the experience for patients entering its care.
At a roundtable last week held at Langs, CMH staff met with members of The Beryl Institute, an international organization that focuses on finding ways to enhance personal interactions within healthcare.
Liane Barefoot, director of patient experience, risk and quality, and infection prevention and control at CMH, was one of over 50 healthcare professionals in attendance discussing the strengths and areas of opportunity within the system.
When talking about patient experience, it begins right from first communication and continues through a person's time with a physician, she said.
"How we send you information about your appointment, did you know where to go, when to get there? The way finding when you come through the front door," Barefoot said of the requirements.
"It's not just the interaction you have with a nurse or physician. It's the entire continuum of care."
In 2014, CMH was the first hospital in the region to have a formal patient and family advisory council.
A Patient Declaration of Values, available on the CMH website, has also been created. The document outlines the standard for what patients should expect from their healthcare team when accessing care at the hospital. It features expectations on patient-centred care, collaboration, effective communication, equity and quality care.
Additionally, patients are encouraged to give feedback on their visit through the Patient Experience Office.
Being able to work with an organization that stretches globally, it allows for the ability to learn from various perspectives, Barefoot said. But, despite the different methods of creating a patient focused system, the underlying approach is the same.
"Fundamentally, at the basis of all of this is humans caring for humans," she said.
"It doesn't matter what country you're in, it doesn't matter how your system is funded."
One of the concepts that caught Barefoot's attention during the roundtable was the idea of a "human library" where healthcare professionals volunteer to meet with members of the community looking to have their questions answered and concerns eased.
It's a unique way to form personal connections and break down barriers, she said.
"Get to know people," she said.
"You can take that phrase, humans caring for humans, and apply it to a physician caring for a patient. You can also apply that to a leader caring for their staff, a staff member caring for their colleague. It transcends all of those relationships."
Last week's visit by The Beryl Institute was its first to Canada since 2018.
Stacy Palmer, the organization's senior vice president and chief operating officer, explained patient experience as much more than customer service. It must encompass hospitality, engagement, technology, quality and safety.
"It's a lot of different things that go into creating that overall experience," Palmer said.
"We're a membership organization offering resources, research and connection opportunities."
Having seen how other countries operate, Palmer believes there's significant value in bringing ideas together.
"Some of them are much further along in their experience efforts," she said.
"Being a global organization, being able to see how different systems are working, it's interesting."