Janice English named director of Patient and Family Experience Office at St. Jude Children’s Research Hospital

St. Jude Children’s Research Hospital has named Janice English director of the newly established Patient and Family Experience Office.

English, a registered nurse, brings to the task nearly 30 years of experience in pediatric cancer care and a firsthand understanding of patient and family needs. Under her direction, the office leads a concentrated effort to re-engineer the patient and family experience at St. Jude.

In this role, English directs efforts to enhance patients' and families' interactions with St. Jude from their first contact with the hospital until their last visit. The office works directly with patients and their families. English and her staff also collaborate with the Family Advisory Council and hospital employees to optimize families' experience at the hospital and in St. Jude housing facilities.

"While patients and their families routinely give our hospital top marks, we want to ensure they have the best possible overall experience during their time at St. Jude," said James R. Downing, M.D., St. Jude president and chief executive officer. "Janice brings a wealth of insight to this new position as we work to set the standard for pediatric care delivery in a comfortable and supportive environment."

English joined St. Jude in 1987 as a pediatric oncology nurse. Since then, she has served as a triage nurse, clinical coordinator and unit manager. For more than 15 years, she has directed the hospital’s ambulatory care unit.

“During our current phase of hospital growth, it is important that we ensure the patient experience is our top priority,” English said. “The newly opened inpatient care floors and other improvements demonstrate how St. Jude goes above and beyond for patients and their families.”   

The hospital recently unveiled state-of-the-art inpatient facilities in its Kay Research and Care Center to strengthen the patient experience. The expansion includes three inpatient units, which brings the total to 66 beds. The new patient rooms are more than 50 percent larger, accommodate a built-in sleeper sofa and mobile recliner, and feature a full bath. Technology upgrades will include digital screens inside and outside patient rooms for display of vital information, and a lighting system that enables patients to adjust their room lighting to different colors.

If a family must travel 35 miles or greater for their child’s treatment, St. Jude provides housing at no cost to the patient and caregiver. Families may stay in Tri Delta Place, Ronald McDonald House or Target House.  Each of these facilities offers families comfortable lodging with recreational opportunities and other amenities.

English and her staff also support patient visits by improving information systems, recommending enhancements to the hospital’s operational units and suggesting infrastructure development. Staff members coordinate efforts across the institution to track experience metrics that further improve service for patients and families.