Yale New Haven’s celebration of National Patient Experience Week, April 25 - 29, highlights the health system’s commitment and dedication to every person, every time.
“Patient experience is not an initiative, a project or something we choose to do – it is a critical part of patient care,” said Tina Bennett, chief experience officer, YNHHS. “Patient experience involves everything – every department, every process, every interaction – it’s every person, every time. It’s what our patients hear, see and feel while they are here. We are all the patient experience.”
In 2021, YNHHS received nearly 225,000 patient satisfaction surveys that generated more than 280,000 comments. The surveys contain questions about critical aspects of patients’ hospital experiences, including communication with nurses and doctors, staff’s responsiveness, cleanliness and quietness, communication about medicines and discharge information. Patients are also asked if they would recommend the hospital to others.
Here are just a few of the many positive patient comments YNHHS received:
“Our patient experience team members do extraordinary work, often under extraordinary circumstances, with compassion, empathy and integrity. They embody the philosophy to provide exceptional care to every person, every time,” said Alan Friedman, MD, Yale New Haven Hospital chief medical officer.
“The good news is that patient loyalty and likelihood to recommend our organization are mostly driven by factors within the control of staff at all levels. Improving the patient experience is all about building loyalty,” added Bennett. “When patients recommend us, it reflects their confidence in us. One of our corporate objective goals for 2022 is for our patients, when they are asked if they would recommend Yale New Haven Health, to always answer ‘yes.’”
Bennett and Dr. Friedman also expressed their gratitude for the skill and dedication the Patient Experience department team brings each day across the health system, particularly during the past two years.
During Patient Experience Week, employees can enter a drawing by submitting their responses to what the phrase “every person, every time” means to them. Flyers with instructions for entering have been provided to all managers.
Employees can also nominate coworkers for the Patient Experience Award for Caring and Excellence (PEACE), which recognizes staff who go above and beyond for patients and families with acts of caring and compassion.
On the intranet, the Patient Experience department also offers a number of tools, including a “huddle calendar” with talking points about key standards of behavior; discussion board; news updates; event calendar; toolkit with detailed, evidence-based resources to ensure a positive patient experience; and submission form for service requests. To access the page, visit Patient Experience under Departments and Communities on the intranet home page.
