How a patient experience coordinator makes a difference
Posted on February 23, 2026 12:56 PM
At the Mercer Center for IDD Care, patient experience isn’t an afterthought—it’s a dedicated role designed to make every visit more comfortable, personalized and supportive for individuals with intellectual and developmental disabilities (IDD) and their families or caregivers.
What does a patient experience coordinator do at the Center?
Megan Wainwright, the Center’s patient experience coordinator, begins preparing for each visit before a patient ever walks through the door.
She calls families ahead of appointments to learn about the patient’s needs. She asks about communication style, sensory sensitivities (like bright lights or loud sounds), preferences and past medical experiences. For patients who are nonverbal, she works closely with parents, guardians and caregivers to understand what will help the visit go well.
This role was created to meet the unique needs of patients with IDD. With a background in behavioral therapy, Megan uses proven strategies to understand why certain behaviors happen and how to respond in calm, supportive ways. The goal is simple: help patients feel safe and comfortable—and avoid sedation whenever possible.
Small details matter because they help Megan shape the visit around the patient. If a patient shares their favorite music or video, she can play it during the appointment to create a familiar and comforting environment. If they prefer a certain color or type of room, she can choose a space that feels less overwhelming.
By using these details, Megan helps create a setting that feels predictable, calm and safe. When patients feel more at ease and in control, they are more likely to participate in their care and have a positive experience.
How do we aim to make appointments be less stressful for adults with IDD?
Doctor and dental visits can feel overwhelming. Bright lights, new people, long waits and unclear instructions can cause stress. Some patients may feel anxious, shut down or refuse care.
Megan helps reduce that stress by planning ahead. Before the visit, she learns about possible triggers and what helps the patient feel calm. After the visit, she checks in with caregivers to see what worked and what could be better next time.
Each patient also receives a sensory bag at their first appointment with items including a teddy bear, sunglasses and earplugs. These tools can help make the visit more comfortable.
How does the patient experience coordinator support guardians and caregivers?
Families and caregivers are an important part of the care team. Megan creates simple tools to help families prepare for visits. These include first-then boards, token systems and personalized medical notebooks to track important health information.
She also makes sure caregivers feel supported during appointments. One way she does this is by spending time with the patient, so caregivers can have quiet, uninterrupted time with the provider to talk about medical history, concerns and test results. Even small gestures like this can make a big difference. Her goal is to support families not only during the visit, but at home and in the community as well.
What does “patient experience” mean at the Center?
Patient experience means we adjust to the patient—not the other way around.
We understand that people with IDD may communicate differently or have unique sensory needs. We respond with patience, flexibility and personalized support. Traditional health care settings are not always built for individuals with IDD. That’s why having a dedicated patient experience coordinator is so important.
Our Center also offers multiple services in one location. This helps families avoid traveling to many different offices and makes care more coordinated and less stressful.
What is care like at the Center for IDD Care?
If you choose to visit the Center for medical or dental care, you can expect a team that listens, respects your concerns and works with you to create a care plan that fits.
For Megan, the most meaningful part of her work is seeing progress over time. A patient who once felt scared may slowly become more comfortable. Each small step builds trust—and that trust is at the heart of patient experience.
How do I get started?
Patients can begin with either primary care or dental services. Call 478-334-5050 to schedule your appointment today.