Message From Leadership

I’m honored to introduce the Mount Sinai Health System Office of Patient Experience’s 2024 Annual Report, recognizing the accomplishments of the Patient Experience team and key partners. This report pays tribute to the work our caregivers and staff do each and every day—taking care of patients who come to us when they need us the most.

In this report, prepared by Patient Experience with help from Marketing and Communications, you’ll read about the incredible staff behind this work. These stories make it clear that they love what they do and are committed to our patients, day in and day out.

Each of these stories also highlights the critical importance of teamwork. When we work together, we’re able to deliver on our promise of safe, compassionate, and equitable care.

Please join me in sharing this report widely.

With gratitude,
− Brendan Carr, MD, MA, MS, Chief Executive Officer, Mount Sinai Health System

In this annual report, the Office of Patient Experience is honored to share stories of our partnerships across the organization, all in an effort to create an environment where our patients and staff perceive excellence and loving care in every interaction. Our team’s mission is to partner with every member of our community to elevate their voices, drive positive change through storytelling, and empower through coaching and education. Ultimately, we want our staff to live out our values and our patients to feel the positive impact. The stories included in this report shine a light on our values of safety, equity, agility, creativity, empathy, and teamwork.

I am thrilled to announce that 2023 was a year of improvement. Our patient experience scores, as measured by the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS), saw a significant increase; this improvement put us at par with the top 30 percent of hospital improvers across the country. It was also a year in which we continued our focus on recognition and used our patient feedback to promote gratitude and joy. We received more than 200,000 positive patient comments in 2023—a 45 percent increase from 2022. We also heard from more patients of color in our patient feedback this past year, which was part of our goal to have equity in our patient voices.

We know there is no patient experience without employee experience. One of the ways we will continue to achieve success in the overall experience is to continue our relentless focus on teamwork. Teamwork is a key theme throughout the stories featured in our report. Patients tell us that teamwork (the degree to which staff work together to care for them) is what matters most. Likewise, staff have shared that they want to feel a sense of belonging and connection with their teams to be fully engaged and find meaning in their work.

Our continued commitment to leveraging the power of storytelling can be seen in this year’s report. We are forever grateful to our patient and family partners for working with us to share their stories in a way that highlights what we do well and allows for opportunities for us to learn how to do better. You will hear about the wonderful partnership between our Emergency Medicine team and their patients who have come together in a meaningful way to advance the experience of care throughout our emergency departments.

Finally, we are excited to continue to share the progress from Your Voice Counts (YVC), our annual employee engagement survey. As measured by the survey, our employee engagement is trending in the right direction. The YVC survey is a place where our staff can provide honest feedback about their experiences working here, all with a goal of making the Health System a better place to work, learn, teach, and receive care. You’ll read about how colleagues are acting on these insights to drive real change.

Please celebrate and elevate your colleagues highlighted in this report. Thank you for reading, and we look forward to sharing our collective achievements in 2024.

− Erica Rubinstein, MS, LCSW, CPXP, Vice President, Service Excellence and Patient Experience