Enhancing the Patient Experience for People with Disabilities through Diversity and Inclusion Practices

Mount Sinai hospital recognized the need to strengthen their health system’s ability to provide a more positive experience for patients with disabilities. The Office for Diversity and Inclusion joined forces with the Office of Service Excellence and Patient Experience to increase awareness and address this challenge. By exploring the patient experience through the lens of diversity, equity, and inclusion, we were able to implement targeted cultural alignment strategies to enhance the experience of patients with disabilities at our facilities. This includes examining unconscious or implicit bias, and conducting staff education to increase the understanding of how one’s behaviors and beliefs may impact the patient experience.