Moments That Matter: Shaping experiences through everyday connections

Every day at UC Davis Health, moments that matter happen all around us.

A nurse taking an extra minute to explain what comes next. A provider pausing to answer one more question before leaving the room. A patient service representative welcoming someone who is nervous about an upcoming appointment. An environmental services team member creating a clean and comfortable healing environment. A colleague stepping in to support a teammate during a busy day.

These interactions may seem small, but they have a lasting impact on how patients, families and employees experience our organization.

Patients have choices about where they receive care. They choose organizations where they feel welcomed, respected, valued and included."—Christina Mintner, Associate Chief Operating Officer for Ambulatory Care

“Healthcare is more than delivering excellent clinical care — it is delivering an exceptional experience,” said Associate Chief Operating Officer for Ambulatory Care Christina Mintner. “Patients have choices about where they receive care. They choose organizations where they feel welcomed, respected, valued and included. Every interaction, from the first phone call or digital touchpoint to the completion of their visit, shapes that experience. Creating a culture of hospitality is everyone's responsibility and is essential to earning our patients' trust and loyalty.”

Introducing ‘Moments That Matter’

To help strengthen these everyday interactions, Experience Design & Support is launching Moments That Matter, a year-long series focused on the communication, behaviors and connections that shape experiences across UC Davis Health.

The campaign will introduce a variety of resources designed to help teams strengthen the moments that matter most in patient, family, employee and learner journeys.

What staff can expect

The first Moments That Matter resources will roll out this summer, with additional tools and stories shared throughout the year. Staff will see Moments That Matter:

• Highlighted in Insider articles that share practical tips and patient perspectives
• Featured in Ambulatory toolkits that focus on key patient interactions
• In provider communications, developed in collaboration with UC Davis Health physicians
• Reinforced through nursing communication tools, informed directly by patient feedback and research

Learn more about these campaign materials on the Patient Insights page.

What patients continue to tell us

At UC Davis Health, we know that experiences are shaped one interaction at a time. Through patient survey feedback and Voice of Customer research, we continue to hear a consistent message: people remember how they were treated, how well they were informed and whether they felt heard, valued and respected.

A 2025 Voice of Customer study conducted by Experience Design & Support found that patients most often associated positive experiences with:

• Clear communication
• Attentiveness
• Active listening
• Empathy
• Responsiveness
• Understanding what to expect throughout their care journey

Patients also emphasized the importance of consistency across teams, departments and care settings. These findings reinforce that exceptional experiences are created through both our actions and our behaviors.

These themes are reflected in the experiences of both patients and caregivers across our organization.

Patients and families are often waiting all day for an update. Those moments are precious, and they deserve our full presence."—Sara Aghamohammadi, Chief Wellness Officer

"Patients and families are often waiting all day for an update. Those moments are precious, and they deserve our full presence,” said Chief Wellness Officer and Pediatric Critical Care Physician Sara Aghamohammadi.

Her perspective reflects what patients continue to tell us: that meaningful experiences are often shaped by the quality of our communication, our attentiveness and our willingness to be fully present in the moment.

Moments matter beyond patient care

While much of this work is informed by patient feedback, Moments That Matter extends beyond direct patient care.

Meaningful moments occur whenever individuals communicate, collaborate, problem-solve, teach, support and connect with one another. Every interaction contributes to a shared experience — whether at the bedside, in a clinic, over the phone, at a front desk, in a hallway or behind the scenes.

"You are partnering with this person in their healthcare decisions and the process,” said Associate Chief of UC Davis Health Community Physicians Group Michael Lucien.

Whether we are supporting patients, families, colleagues, learners or team members, every interaction is an opportunity to build trust, understanding and connection.

"As nurses, we know that some of the most meaningful moments in healthcare happen through simple human connection, a conversation that eases uncertainty, a moment of reassurance or taking the time to truly listen,” said Chief Nursing Executive Christine Williams. “While these interactions may seem small, they often leave the greatest impression on our patients and families. Every member of our team has the opportunity to create moments that build trust, strengthen relationships and remind those we care for that they matter."

Looking ahead

Finally, Moments That Matter supports our journey toward becoming a highly reliable organization. Just as high reliability depends on consistent actions, clear communication and attention to detail, the behaviors highlighted in this series help create experiences that are more predictable, trustworthy and patient-centered. By consistently listening, informing and following through, we strengthen both the patient experience and the reliability of the care we provide.

The wonderful news is Moments that Matter are already happening every day across UC Davis Health.

By recognizing them, learning from them and intentionally strengthening them, we can continue creating experiences that reflect our values of Kindness, Trust and Inclusion for patients, families and one another.

Throughout the year, watch for additional Moments That Matter stories, resources and tools designed to help all of us strengthen the experiences we create across UC Davis Health.