A Holistic Approach to Infusing Hospitality in Healthcare
At Northwell Health, our internal definition for patient experience is: Every Moment Matters. Infusing hospitality into our organization’s DNA plays homage to our definition in that every person, every role, every moment is a moment of absolute truth. In 2017, the Office of Patient & Customer Experience (OPCE), led by the Chief Experience Officer, set out to create a pipeline of hospitality-minded talent into the organization. We believed this subset of professionals would challenge the status quo, fuel innovation, introduce new perspectives, and guide the progression of embedding hospitality fundamentals into clinical and nonclinical healthcare processes.
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Culture & Leadership | Infrastructure & Governance | Quality & Clinical Excellence | Staff & Provider Engagement
Leader Rounding: A Proactive Approach to Improve Experience
The goal of leader rounding with patients is to understand their health care experience from their perspective by having personal conversations with them. Rounding with patients is an intentional and systematic process where leaders regularly check in with patients to build relationships, decrease anxiety, increase trust, verify consistency of care, and gain real time feedback.
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Culture & Leadership
Building on a decade of hope: Why we must champion the human experience
The pages of PXJ have served a primary purpose, to expand the evidence on patient experience and push the boundaries of innovation in this critical work. But through this commitment, PXJ has seen much more happen. The contributions of our thousands of authors, reviewers and editors have also fostered an environment of connection. PXJ has
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Culture & Leadership
We’re All Human Beings, So Everything Is Human Experience: A Conversation with Nicole Cable, CXO CareMax
From retail and hospitality to healthcare, Nicole Cable shares her professional journey that ignited a passion for the human experience. Listen as she details how a poor personal experience as a patient initially left her “wanting to stay as far away from healthcare as possible,” but eventually became the driving factor behind a career focused
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