Message on the Patient Experience

At Mount Sinai, we are committed to delivering safe, high quality, equitable, and compassionate care during every encounter with every patient who walks through our doors. When we are working together as a team, with our patients and families at the center of that team, the care becomes an exceptional experience for staff and patients alike.

As a group that supports departments across the Health System, the Office of Patient Experience works to elevate and celebrate the collective efforts around staff engagement and patient-centered care. Our work in 2020 led to a shifting of focus to what matters most: listening and supporting staff, elevating the power of storytelling, supporting the significant expansion of telemedicine, and looking at everything we do through the lens of equity.

Our first ever Annual Report describes these collective accomplishments in an innovative digital format that allows us to feature videos and stories from our patients and staff. Please take a moment to read about these collective accomplishments. You may find some of your colleagues highlighted in this report—please elevate and celebrate them! We look forward to continuing to work with you all to deliver on our promise of safe, equitable, and compassionate care.

— Erica Rubinstein, MS, LCSW, CPXP

Even in the midst of a global pandemic, the Patient Experience team did an extraordinary job collaborating with leaders and front-line staff from across Mount Sinai to ensure the delivery of safe, high quality, equitable and compassionate care to every patient that entered the doors to our Health System. This Annual Report tells the story of this work.

— Arthur A. Gianelli, MA, MBA, MPH