The Patient Experience at John Theurer Cancer Center

…where you’re not just a patient, but a valued client

“At the John Theurer Cancer Center, every patient is a VIP.” Those words by Sharon Lee Parker, Director of Patient Experience, Excellence and Advocacy, sum up the approach we take to every patient we treat, as well as family members, caregivers, and friends.

As a “cancer coach,” Ms. Parker spends her days speaking with our patients and their loved ones, learning what JTCC can do for them to ease one of the most challenging experiences of their lives. She should know: she herself was diagnosed with cancer in 2002. Her fundamental belief is that a combination of the brain and the heart can enable you to deal with the disease effectively. She shares this belief with the staff of JTCC, to whom she provides guidance on patients’ perceptions and expectations and how to best serve each person who walks through our doors.

Hospitality in the Hospital

Ms. Parker, who is also a published author, comes from a family with deep roots in the hospitality business. She extends that experience to the people we care for at JTCC, through an innovative class for staff members called “Hospitality in the Hospital.” What does this mean for you and your family?

  • We make each patient feel like he or she is the most important patient of the day.
  • Our staff members share optimism, positivity, vision, and leadership. They receive training on the culture of hospitality and what it takes to make people feel special.
  • Your team—from the person you first see when you enter our building to your healthcare team and others—maintains a “passion for the people,” enabling them to continually raise the bar to provide exemplary cancer care.
  • We don’t just treat you like a patient, but as our guest, and we do all we can to make each visit with us the best it can be.
  • We understand that you are more than a patient. You are a person with real feelings, real emotions, a real family who loves and supports you, and a huge desire to get better.
  • Day by day, one by one, we continuously look for new and better ways to make a difference in the patient experience—bringing a meaningful message to our patients and the people who care for them.

“We go above and beyond whatever it takes to go the extra mile,” says Ms. Parker. “We feel so good knowing we made a difference in the lives of our patients and their families.”