Patient Experience

Patient Experience

Next Steps in the Patient Experience

The year 2020 brought many successes, despite the pandemic: We were able to integrate equity into the work we do around the system, bring staff wellness to the forefront, organize safe spaces for staff feedback and cultivate partnerships with our patients and their families. In 2021, we expect to see even more progress.

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We will expand our Listening Sessions throughout the entire Health System with hopes of hearing more honest feedback from our staff so we can continue to be Better Together. To continue this effort of listening to our workforce, we will be launching the employee engagement survey, Your Voice Counts, which will tackle concerns affecting our entire workforce, such as safety culture, resilience, diversity and inclusion. There will also be a section formed just for our nurses and physicians.

2021 will standardize many best practices that create a more positive patient experience, such as Senior Leader Rounding. Grounded in a framework of humble inquiry and with tools for effective communication embedded, a Senior Rounding program will be developed by each site. This program will be tied together throughout the system through iRounds, a new rounding tool by Press Ganey.

In addition, we are expanding opportunities for recognition from both our staff and our patients. STAR, which before 2020 was only present in The Mount Sinai Hospital and Mount Sinai Queens, will expand to all of our sites, enabling cross-site recognition. We are expanding this recognition effort to our patients with a platform that will enable them to recognize our staff in real time.

We also expect to continue a few practices that were built as solutions to the barriers COVID-19 presented to the patient experience in 2020, such as our Mask Up campaign and Virtual Visits. These efforts have enabled our staff and patients to feel safe and connected and will continue to support a positive patient experience in the future. We expect to see more diversity in our patient experience feedback. 2021 will be a year with more patient and staff input than ever seen before, bringing new innovations and practices to our Health System. We are proud of the many efforts achieved in 2020 and are excited to report even more for 2021.

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Arthur Gianelli, MA, MBA, MPH

Arthur Gianelli, MA, MBA, MPH

President, Mount Sinai Morningside Chief Transformation Officer, Mount Sinai Health System

Erica Rubinstein, MS, LCSW, CPXP

Erica Rubinstein, MS, LCSW, CPXP

Vice President, Service Excellence and Patient Experience