Employees share what “every person, every time” means to them

Yale New Haven Health’s celebration of National Patient Experience Week in April highlighted our commitment, compassion and dedication to every person, every time. Employees were invited to enter a drawing by providing their definition of what the phrase “Every person, Every time” means to them. 

More than 80 responses were submitted from across the system, said Tina Bennett, YNHHS chief experience officer. 

“These statements exemplify the behaviors that are key to accomplishing our mission to achieve one focus, exceptional experience, our care signature,” she said. “Thank you to all of the staff for their dedication, support and commitment to improving the patient experience.”  

Winning submissions from Yale New Haven Hospital and Yale Medicine were:  

• Yolanda Best, lead communications associate, Clinical Operations, YNHH: “Patient experience to me means the feeling of walking into one of our facilities, hospital or office knowing I am greeted by caring and empathetic employees who understand the importance of patient care. It is not about the diagnosis or direct medical issue – it’s about being treated like a loved one or family. A little goes a long way; a smile, a wave, a ‘hello, how are you today’ all can create some of the best patient experiences! ‘Every person, every time’ is every interaction, every contact – from valet to front desk, from the floor to the office – the staff, volunteers, administration, visitors and patients.” 
  
  
• Ryan Curran, associate director, Leadership and Staff Development, Yale Medicine: “We need to provide the same high level of care to each and every patient (and each other) regardless of the situation. There are always things going on ‘beneath the surface’ and we must navigate those situations in order to provide the highest levels of care.”

Other winners were: Carianne Edmond Kreymborg, RN, Greenwich Hospital; Bethany Gingerella, RN, Westerly Hospital; Brandi Zackery, Northeast Medical Group; and Jen Bevilacqua Giegengack, Bridgeport Hospital.