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.