Improving Patient Experience by Focusing on “Always” and “Never” Behavior and Language

In 2015, Northwell began a cultural transformation by instituting the Culture of C.A.R.E. framework. Our promise to patients and customers, the Culture of C.A.R.E. is grounded in core tenants of Connectedness, Awareness, Respect and Empathy. Despite widespread Culture of C.A.R.E. education, the dedicated healthcare professionals at LIJVS delivered exceptional quality but struggled with achieving patient experience excellence, consistently ranking within the bottom quartile. By performing an observational assessment, we clearly identified high-impact opportunities for professionalism and patient-centered communication.