Sarah Gardent

Sarah Gardent, MBA, will begin as the first executive director of Patient Experience at the Brigham on Feb. 6.

Gardent, a former Deland Administrative Fellow at BWH, most recently served as director of Service Excellence and Special Projects at BWFH.

In her new role, she will be responsible for developing, leading, monitoring and modifying the overall organizational approach to excellence in patient, family and guest services. In collaboration with executive leadership, management and staff throughout the Brigham community, Gardent will oversee the implementation of strategic initiatives that improve the patient and family experience, as well as the experience of employees.

“Each interaction we have with our patients and their families is an opportunity to shape our patients’ experience and to demonstrate our commitment to the compassionate, caring service that we are so proud of as a hospital,” Gardent said. “I look forward to working with individuals throughout the organization to develop and advance our patient experience initiatives and to further enhance the caring culture of the Brigham.”

In her role at BWFH, Gardent has helped transform the patient experience by implementing service training, creating a hospital-wide service recovery program and integrating service standards.

Prior to that, she served as a Deland fellow at BWH from 2009 to 2010. She also worked as a senior project manager for Clinical Excellence at BWH before joining BWFH in 2011 as a senior project manager. Gardent received her master’s in business administration from Cornell University and her bachelor’s degree from the University of New Hampshire.

“Delivering an exceptional experience is a key component of our institutional strategy. We are striving to ensure that patients and families not only receive the highest-quality and safest care, but also have an experience that is infused with compassion and warmth,” said Brigham Health President Betsy Nabel, MD. “Sarah has been part of the Brigham family since 2009, and her prior experience in service excellence initiatives uniquely qualifies her to lead our work in this important area.”