Congratulations to the winners of the Patient Experience Award for Caring and Excellence (PEACE), presented to YNHH employees, physicians or volunteers who display service excellence qualities and the values of patient-centered care, respect, compassion, integrity and accountability. Nominations should include details illustrating why the person is worthy of the nomination. Send nominations to:
[email protected].
While assisting a patient at the financial counseling desk, Vanessa Hernandez, referral representative, Primary Care Center, (fourth from left) noticed the patient’s young children, but also heard a baby she couldn’t see. Upon investigation, Hernandez found the baby in the bottom storage area of the stroller. Quickly and respectfully, Hernandez contacted the patient service manager and pediatric PCC medical director before pulling together staff from Interpreter Services, Social Work, Healthy Start and Child Life Services. They provided a new stroller, car seat and portable crib for the family.
To find out how to make the patient experience meaningful for those who use radiology services, Jamie Sheehan, supervisor, Nuclear Medicine, began emailing patients, thanking them for choosing YNHH and seeking their feedback. To help patients get to the department’s various locations, he worked with Radiology staff and a patient family advisor to photograph each location’s entrance and created detailed way-finding instructions that are emailed to patients before their visits.
