How a NYC Health System Leveraged Their Values to Serve Their Most Vulnerable Patients During the Pandemic

Silvina de la Iglesia, CMI-Spanish | Associate Director, Language Services, The Mount Sinai Hospital
Erica Rubinstein, MS, LCSW, CPXP | Vice President, Service Excellence & Patient Experience, Mount Sinai Health System
Lourdes “Lulu” Sanchez, MS, CMI | Director of Implementation, LanguageLine Solutions
The Mount Sinai Health System in New York City serves a very culturally and linguistically diverse patient population. Delivering safe, compassionate, and patient-centered care to the most vulnerable patients during the COVID19 crisis is only possible when an organization aligns its core values and staff commits to serving a higher purpose. Listen as presenters discuss how the health system strengthened communication with patients and families by working together to serve limited English proficient (LEP), as well as Deaf and Hard of Hearing patients during the crisis.
Related content
-
Culture & Leadership | Infrastructure & Governance
ED Patient Loyalty Scores Nearly Double Through an Innovative Patient Navigator Role
2pm ET / 1pm CT / 12pm MT / 11am PT – The ED clinical patient navigator (PN) role addresses experience gaps related to wait times, communication, teamwork, and personalized care during visits. By creating a patient experience value stream map, we identified the need for the PN role, focusing on patients at risk for
Learn more -
Culture & Leadership | Infrastructure & Governance | Quality & Clinical Excellence
Health Equity: The Metronome for Human Centered Care
As the healthcare landscape continues to evolve, and as consumers seek a more personalized care experience, integrating health equity into experience management emerges as a critical factor in enhancing institutional performance. Traditionally, health equity has been viewed as a separate component of healthcare quality improvement. However, in this webinar, we will explore the pivotal role
Learn more -
Culture & Leadership | Infrastructure & Governance
Aligning Experience to Drive Scalable, Sustainable Change
In today’s complex healthcare landscape, turning insights into meaningful action is critical. This webinar explores how experience alignment tools like journey maps, service blueprints, and prioritization frameworks can uncover hidden risks, align diverse stakeholders, and spark lasting transformation. Attendees will learn how these tools connect clinical, operational, and digital touchpoints, creating a clear, shared understanding
Learn more