Message on the Patient Experience

There were stark declines in Patient Experience performance across the nation, and you will read how as an organization, despite these national declines, we were still able to deliver safe, high-quality, loving care. These achievements are certainly not the result of the Patient Experience team alone, but truly reflective of the service lines and departments that partner with us.

We are also excited to share the results of our first system-wide workforce engagement survey, launched in June 2021. The “Your Voice Counts” survey was a gift from our employees—more than 20,000 members of our workforce shared their voice and told us how we can work together to make Mount Sinai the best it can be. For example, we heard that safety and teamwork matter most, and we will share how these critical insights are driving positive change.

Please elevate and celebrate your colleagues highlighted in this report. Thank you for reading, and we look forward to sharing our achievements in 2022.

– Erica Rubinstein, MS, LCSW, CPXP

A generation from now, we will still be talking about COVID-19. Like the assassination of President Kennedy and 9/11, COVID-19 created a break in our collective timeline. Our lives will never be the same. Yet we pressed on, delivering safe, equitable, compassionate, and, yes, loving care to our patients, despite grappling with the ravages of the pandemic. In the face of unrelenting headwinds, we saw example after example of genuine excellence in care. That resilience—delivering exceptional care while facing extraordinary challenges—is at the core of what it means to work at Mount Sinai.

The 2021 Annual Report captures these stories—the compassion of our caregivers, the uniqueness of our patients, and the humanity behind our masks.

– Arthur A. Gianelli, FACHE