Yale New Haven Health will celebrate National Patient Experience Week April 28 - May 2 by highlighting the health system’s commitment to compassion, respect and care for every person, every time. This year, the week will also celebrate staff efforts that have led to positive gains in patient satisfaction scores.
“We know that we are not there yet, but our employees continue to do extraordinary work on the journey toward creating a consistent patient experience care signature,” said Ena Williams, RN, PhD, chief nurse executive, YNHHS.
“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. “It is every department, every process, every interaction, every person, every time. It’s what our patients hear, see and feel while they are here. We are all the patient experience.”
Each day of Patient Experience Week will focus on one of YNHHS’ Standards of Professional Behavior: Compassion, Integrity, Accountability, Respect and Patient-Centered Care. Suggested activities related to the standards will range from “send a rave or kudos to a colleague” to “introduce yourself to someone from a different department.” Employees are invited to enter a contest to show their team’s commitment to the Standards of Professional Behavior. See your manager for instructions on entering.
Employees can also nominate coworkers for Patient Experience Award for Caring and Excellence (PEACE) recognition, which honors staff who go above and beyond to meet the needs of patients and families with an act of caring and compassion.
For more information, visit the Patient Experience department’s intranet page, which includes printable “huddle cards” with talking points on key behaviors; bedside rounding toolkits; a discussion board; calendar of webinars and workshops; a guidebook with evidence-based patient experience resources; a submission form for service requests; and more. Click the Departments and Communities dropdown and choose Patient Experience.
