As healthcare becomes more of a consumerism-based industry, organizations and leaders are embracing innovative approaches and models to drive patient choice and brand loyalty. Northwell Health, New ...York State’s largest comprehensive health system, has integrated hospitality as a core pillar within its dynamic patient experience strategy. This informative case report highlights Northwell’s pragmatic approach to designing, implementing, and sustaining an experiential internship program entitled, Hospitality in Healthcare Internship. The program has resulted in action-oriented patient experience performance improvement opportunities as well as create a robust pipeline of hospitality-minded talent into the organization. Experience Framework This article is associated with the Environment & Hospitality lens of The Beryl Institute Experience Framework ( https://theberylinstitute.org/experience-framework/ ). Access other PXJ articles related to this lens. Access other resources related to this lens.
Historically, hospitals are infamous for poor food quality. Valuing food as a tenant of health and well-being, Northwell Health, New York’s largest healthcare system, is transforming its hospital ...food program to become an asset and market competition differentiator. By focusing on structure, workforce, procurement and process, Northwell has improved patient experience performance “Quality of Food” by 61 percentile rank points within three years with minimal impact on budgetary cost. Experience Framework This article is associated with the Environment & Hospitality lens of The Beryl Institute Experience Framework ( https://www.theberylinstitute.org/ExperienceFramework ). Access other PXJ articles related to this lens. Access other resources related to this lens.
Leadership drives quality, experience, and engagement. It is the responsibility of the organization to equip its leaders with ongoing education and professional development. This case article ...explores the development, implementation, and impact of an immersive patient experience leadership education course across a large, integrated health system. Placing senior leaders on the “other side of the hospital bed,” they were able to emotionally connect and personalize to the human side of health care. Post-course surveys validated that experiential role play was a positive and insightful method to teach and bring heightened awareness to patient and family member experience.
Promoting respite and sleep impacts a patient's health and their inpatient experience. As New York State's largest health system, Northwell Health has been on a journey to create a healing and ...therapeutic healthcare environment. By establishing leadership accountability, leveraging patient feedback and adopting evidence-based interventions, system and individual adult inpatient hospital improvements have been noted. Between 2017 and 2020, Northwell's overall system HCAHPS “Quiet at Night” Top Box performance increased by 4.7, improving 30 percentile rank points when compared to the Press Ganey national database. This case study outlines Northwell's pragmatic patient-centered strategy and examines the unanticipated impact of limited visitation due to COVID-19 on this HCAHPS measure.
At the epicenter of the COVID-19 crisis, New York’s largest health system, Northwell Health, leveraged leadership and innovation to ensure the health and well-being of patients, families, and ...employees. During this unprecedented time, the role of patient experience leader constantly morphed and transformed to meet the ever-changing needs of the community and organization. This dedicated group of leaders, supported by the Northwell Corporate Office of Patient & Customer Experience, focused primarily on remotely connecting patients and families, harnessing the power of positivity as a crisis strategy and supporting the emotional health of the frontline staff.
Northwell Health is a large integrated healthcare organization comprised of 66,000+ employees, 23 hospitals and over 650 medical practice locations located geographically across New York State. In an ...effort to align and structure interactions between patients, families and healthcare professionals, Northwell Health created a communication model, C.O.N.N.E.C.T. This unique, humanistic model is an acronym that stands for: Contact, Opening Greeting, Name/Title, Needs, Explanation, Closing and Thank. This prospective 3-part study explores the impact of the C.O.N.N.E.C.T. model on professional education, engagement and patient experience. A holistic approach was utilized including a pre and post e-learning module assessment, direct observation behavioral competency process and patient experience surveys. Study participants were Patient Access Services/Registrar professionals across three Northwell Health Emergency Departments. The educational intervention produced statistically significant outcomes in overall learned knowledge, applied knowledge utilizing direct behavioral competency and patient experience. There were variations per hospital for patient experience outcomes. Healthcare necessitates an interdisciplinary team-approach and thus, non-clinical professionals also require educational interventions focused on effective patient and family centered communication. Every role, every person and every moment matters.
This study explores the development and reliability testing of the newly developed Patient Experience Inventory for Hospitals (PXI-H). Created as an organizational self-assessment patient experience ...tool, it guides healthcare leaders in evaluating attitudes and behaviors as well as structures and programs impacting patient experience within a hospital setting. The PXI-H is organized within four pillars: Leadership, Education and Development, Data and Analytics and Patient-and-Family Centeredness, which were determined to be internally consistent based on examining coefficient alphas and the item-total correlations. Principal component analysis also determined items with highest loadings aligned onto the pillars in which there were assigned, confirming the hypothesized factor structure. Experience Framework This article is associated with the Policy & Measurement lens of The Beryl Institute Experience Framework. ( http://bit.ly/ExperienceFramework ) Access other PXJ articles related to this lens. Access other resources related to this lens.
The patient experience leadership structure at Northwell Health is strategically championed by Culture Leaders, a novel role established to transform the organizational culture from “service ...excellence” to “patient experience.” This case report describes how the implementation of Culture Leader structure has aided in the improvement of organizational patient experience performance as well as how Culture Leaders remain highly engaged. Responsible for effectuating change by bridging the gap between local and organizational experience strategies, Culture Leader engages key stakeholders within the strategic pillars of culture, care delivery, hospitality, and accountability.
By listening to the "voice" of patients, Northwell Health, New York's largest healthcare organization, took an evidence-based approach to empowering physicians and advanced care providers. The ...Relationship Centered Communication course utilizes experiential learning to strengthen patient-centered communication and empathy skills to elicit provider-patient relationships grounded in partnership. This case study highlights (1) The pragmatic cultural journey requiring visionary leadership, strong collaborations, and an evolving educational strategy. (2) Over the course of 6 years, 3300+ providers were educated in this evidence-based communication course. (3) As a result, Northwell's Hospital Consumer Assessment of Healthcare Providers and Systems "Communication with Doctors" domain has increased by 22 percentile rank points, when compared nationally to peers, in addition to other notable patient experience metric improvements within ambulatory medical practice.
What a crooked thumb taught me Giammarinaro, Nicole
Nursing (Jenkintown, Pa.),
2019-November, 2019-11-00, 20191101, Letnik:
49, Številka:
11
Journal Article
Recenzirano
Giammarinaro shares an experience when she brought her 3-year-old daughter at the ambulatory surgery center to undergo a trigger-thumb surgery. She talks about the emotional exhaustion she felt from ...the constant back-and-forth of being a mother and at the same time, a nurse. That day she received two incredible gifts--not only was her daughter's thumb completely fixed, but she also gained a new perspective on the patient and family experience. She often reflects on the high points--how she got to hold her daughter's hand into the OR, how the surgeon sat with her when reviewing her daughter's case, and how the nurses guided her through the process and made her daughter feel like she was a movie star. This experience has completely impacted the way she does her job as a nurse and, currently, as a patient experience professional.
PDF
