Molly Lloyd is a Patient Experience professional at Akron Children's, where she has served for the past seven years. Her work centers on patient and family feedback, with a particular focus on reviewing survey comments to identify opportunities for improvement across the care experience. Over the past three years, she has partnered with colleagues to develop and advance a service recovery initiative aimed at empowering front-line staff to address unsatisfactory experiences in real time to foster a culture of responsiveness. She is passionate about amplifying the patient and family voice and using feedback to drive meaningful change throughout the Akron Children's organization.