When patients contact Sutter Health’s Patient and Provider Advocacy team, they are often seeking support, answers or a chance to be heard. For Mohamad Zaro, a patient experience representative, those conversations begin with a simple gesture: a thank-you — not once, but twice.
Mohamad Zaro, Experience of Care Specialist
Zaro first thanks patients for taking the time to reach out. He thanks them again at the end of the conversation, acknowledging the trust it takes to share personal experiences.
“I’m grateful when people contact us because it gives us the opportunity to understand what we’re doing well and where we can improve,” Zaro says. “The trust that patients place in me when they tell me their story is a gift.”
This mindset is core to Zaro’s work and is shaped by his cultural upbringing.
Colleague Noora Azar sees that dedication firsthand and notes that these qualities reflect values they share. Zaro and Azar both identify as Arab Americans, and Azar points to values such as compassion, generosity, sincerity and respect for others. While neither speaks on behalf of all Arab Americans, they have reflected on these shared values in recognition of Arab American Heritage Month in April.
(Left to right): Noora Azar, co-lead of Sutter’s Multicultural Employee Resource Group; Dana Beckton, chief inclusion and belonging officer; and Sierra Palacios, Multicultural ERG co-lead
Azar was raised in Iraq and has lived in the U.S. for the past 17 years. Zaro was raised in Kuwait, by Jordanian parents and moved to the United States in 1988. Alongside Azar’s role as a program manager, she serves as co‑lead of Sutter Health’s Multicultural Employee Resource Group, focused on fostering a welcoming environment where everyone feels valued and strengthening connections that reflect the diverse communities we serve.
“Arabic culture is built on fundamental principles that transcend religion, country of origin and individual background,” Azar shares. “You’re taught to be generous, compassionate, selfless, honest, conscientious and sincere,” she says.
Zaro agrees and offers an additional perspective. “Another hallmark is that all people are equal and connected as members of the human race,” he says. “So, helping someone I just met is no different than helping my own sister. That perspective makes the work I do to support patients feel very personal.”
While patient experience specialists often connect with patients after care has been delivered, their role remains an important part of how people experience Sutter Health as a whole. By listening closely and identifying opportunities to improve, they help ensure patients feel heard and supported. Moments like these help define Patient Experience Week, observed across Sutter Health April 27–May 1.
The week highlights the many ways teams across the organization focus on listening, learning and responding, recognizing that every interaction plays a role in how patients experience their care. More broadly, Sutter Health’s approach to patient experience is rooted in empowering patients and meeting modern expectations — making it easier for people to access care, get answers and stay connected across both digital and in-person settings, including moments like the ones Zaro supports every day. By focusing on seamless, personalized experiences across every touchpoint, the organization aims to strengthen trust and help patients play an active role in their healthcare journey.
For Zaro and Azar, their work reflects both professional purpose and personal values — a reminder that small moments, like a sincere thank-you, can have a lasting impact.
If you need assistance, Sutter’s Patient Experience team is available to help.
To reach Sutter Health Customer Service, please call 916-731-5406 option 2.
