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.
In the midst of the COVID-19 pandemic, spreading positivity has become a core mission of Northwell Health, the largest integrated health system in New York. As a state and community health system, we ...are forever changed, but our need for compassion, humanism, and connection has never wavered. Creating innovative ways to bring humanity to the forefront, hope and optimism echo across the organization as initiatives, forums, and acts of gratitude have ensued. Experience Framework This article is associated with the Culture & Leadership 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
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.
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.
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.
Industry after industry has reinvented itself in response to upstart challengers and shifting consumer expectations that are the hallmarks of this new era. The same is true in healthcare, where we ...have weathered the introduction of the electronic medical records, patient portals and now interoperability. But to date our industry’s digital transformation has been guided largely by government regulation – leaving the design of the future of healthcare to be driven by policy makers and executed largely by IT departments. Meanwhile, most other industries have turned to a different guru for inspiration and guidance: the consumer. Northwell Health has undertaken a cultural transformation grounded in patient and family centered care. In this narrative, we explore our digital patient experience (dPx) journey and lessons learned. Every person, every role, every moment matters. Experience Framework This article is associated with the Innovation & Technology 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
First came a tingling in my fingers and toes; within days, I was paralyzed. ...our office developed four strategies to drive the patient experience forward: culture (service-centric attitude), care ...delivery (process improvement), hospitality (welcoming environment through first impressions, food, and service), and accountability (structure for responsibility and ownership). * Leverage the stage. ...our leaders have become the biggest advocates for this work in promoting it to their staffs. * Refíne your culture. Tools such as Cipher orchid rounding help frontline leaders engage with patients and families with scripted, targeted questions to assess their experience in real time and provide service recovery, if needed, while gathering data for process improvement. our patient experience mobile app acts as a virtual call bell to connect patients and their care teams with immediate feedback.
Abstract only
Introduction:
Due to reduction in cardiovascular risk, healthy, plant-based foods, as opposed to animal-derived products should be promoted to patients. We created a hospital initiative ...on the cardiac floors to educate the multidisciplinary staff to serve as advocates for healthy eating.
Methods:
Housestaff participated in education sessions on the benefits of plant-predominant meals and patient counseling. More plant-predominant options were added to the menu and several unhealthy items were eliminated. Food orders were assessed pre-intervention (February 2020) and post-staged interventions (October 2020 and April 2022). Food choices were assessed using the healthful and unhealthful diet index. Press Ganey scores were obtained and housestaff comfort with diet counseling was also assessed.
Results:
Resident perception of their own knowledge went from “poor” to “good” post-intervention. Confidence in talking to patients about plant-based diets went from “not confident at all” to “fairly confident". After analysis of diet orders, a 52% decrease was noted in animal-based products (chicken, beef, pork and turkey), 35% decrease in unhealthful food items (refined grains, processed foods, potatoes and sweetened beverages), and 25% decrease in plant-predominant food items (whole grains, fruits, vegetables, nuts, salads, legumes and fish), but this time period occurred in the setting of high COVID-19 rates. A subsequent analysis of a single cardiac unit after the COVID-19 surges and after select unhealthy items were removed from the menu showed notable improvements in each parameter when adjusted for discharges; a 2% increase in plant-based, 37% decrease in animal based and 4% decrease in unhealthy items. Press Ganey ratings for the quality of food increased post-initiative by at least 27%.
Conclusions:
This quality initiative was a local pilot to increase our understanding of interventions that may have a meaningful impact on healthy eating for patients. Interpretation of results is limited due to the COVID-19 pandemic, which may have impacted food choices of admitted patients. Although further research is needed, housestaff engagement may be a promising mechanism to educate patients and encourage food and nutrition changes in a health system.
Objective: Northwell Health, New York's largest health care organization, rapidly adopted technology solutions to support patient and family communication during the COVID-19 pandemic. Methods: This ...case series outlines the pragmatic, interdisciplinary approach Northwell underwent to rapidly implement patient virtual visitation processes during the peak of the initial crisis. Results: Implementation of large-scale virtual visitation required leadership, technology, and dedicated, empathetic frontline professionals. Patient and family feedback uncovered varied feelings and perspectives, from confusion to gratitude. Conclusion: Subsequent efforts to obtain direct patient and family perspectives and insights helped Northwell identify areas of strength and ongoing performance improvement.
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