James Bonner, LMSW, serves Spectrum Health in the capacity of Director of Patient Experience. Spectrum Health consists of a 900+ provider Spectrum Health Medical Group, 11 Hospitals, and a health plan, Priority Health. James has worked at Spectrum Health for 17 years in a variety of leadership roles. He’s currently responsible for leading the efforts to transform the delivery of care to ensure that the patient is heard and at the center. In addition to James’ personal and professional passion for this work, ensuring the patient is at the center is achieved using objective and subjective data sources, as well as through the active engagement of leaders, in direct partnership with patients. Input comes from Spectrum’s 13 Patient and Family Advisory Councils as well as the robust data sources of HCAHPS and CGCAHPS that the team has developed. Spectrum Health, which has received numerous awards and recognition, has linked their data through their data warehouse to move towards an analytics approach that can drive change.