Doug Della Pietra

Rochester, New York

I am passionate about optimizing healing healthcare and the patient-family experience every day.

Current responsibilites as Director, Customer Services & Volunteers with Rochester General Hospital include Valet and Guest Services and the Office of Volunteer Services.

Key skills include public speaking, benchmarking, and program re-design/development.

Employing exceptional benchmarking skills I re-designed summer student volunteer program resulting in 115% first-year growth in participating students with high 90's student-volunteer and staff satisfaction.

Direct-report satisfaction is nationally rated at the 95th percentile and in 2009 achieved the highest percentage ratio of new ideas implemented per direct reports in the organization.

Past co-chair of the hospital's Patient Experience Team.

I have created and developed a Patient- and Family-Centered (PFCC) Assessment Grid for healthcare volunteer programs. The grid is being used by volunteer resource leaders at hospitals around the U.S. to:

"Patient- and Family Centered Care: Assessing and Enhancing Your Volunteer Program" offers volunteer resource professionals the opportunity to assess the patient- and family-centeredness of their volunteer program and get started on a strategic plan to strengthen and enhance it after the initial assessment.

Please contact me at or if you would like to learn more and/or schedule me for a workshop.

In the meantime, connect with me on Twitter. I appreciate opportunities to share with and learn from others in this way!

Make it a GREAT DAY!

  • Work
    • Rochester General Hospital
  • Education
    • B.S. Business Administration
    • B.A. Theology
    • M. Div.