Northwell Health: Establishing a Culture of C.A.R.E.
Sven Gierlinger | Chief Experience Officer, Northwell Health
Agnes Barden, DNP, RN | VP, Patient & Customer Experience, Northwell Health
This session will describe our journey on creating a culture of C.A.R.E. framework and our educational training program across an organization of 21 hospitals, 450 physician practices, and 61,000 employees. We will discuss our strategy and processes built around our Office of Patient and Customer Experience (OPCE) four main pillars of culture, process, environment and accountability.
Our organizational senior leaders had a ” call to action” to all leaders within our organization to improve our patient and family experience. We collaborated with our HR partners to infuse employee engagement into patient experience strategies and execution.
This collaboration began with enhancing our organization’s behavioral expectations enlisting the voice of our employees. We created an executive leader curriculum. This engaging course served as the gateway to enlist leadership buy-in on our cultural transformation. We developed our Culture of C.A.R.E. course that focused on four main segments: Connectedness, Awareness, Respect and Empathy course, our behavioral communication and service recovery models. OPCE leadership partnered with site leadership in the selection of a culture leader role at each site/service line to lead and sustain this transformation. Each site/service line also selected facilitators to assist in the deployment of the education.
We created a training protocol and certification process. OPCE established a monthly culture leader council where leaders are mentored and share best practice across our organization We have seen marked improvement in our employee engagement data and patient experience metrics. In addition, we successfully integrated our new name change and branding efforts.
Related content
-
Culture & Leadership
The Role of Servant Leadership in Employee Engagement & Job Satisfaction
By Priscilla DeLeon Background Dr. Priscilla DeLeon completed a successful dissertation entitled “A Case Study of Global Leadership in Allied Health: Supporting the Enhancement of Employees’ Engagement and Job Satisfaction.” The report was very overwhelming and dear to the author as an allied health professional herself for over ten years in various roles. Her research
Learn more -
Culture & Leadership
Partnering with healthcare: The experiences of consumer representatives
The importance of consumer advocacy in person-centred healthcare service planning and delivery is growing. In Australia, the role of the “Consumer Representative” (known internationally as “Patient and Family Advisors”) is to advocate for patients and their families’ needs to improve service planning, healthcare design, and service evaluation. As the role of consumer representatives evolves and
Learn more -
Culture & Leadership | Staff & Provider Engagement
Sustaining a Patient Experience Framework via Huddle Communications
Unfreeze, change, refreeze: Three steps to transforming organizational culture. Northwell shares their journey of unwinding old patterns, establishing sustainable new models, and creating new habits that led to a remarkable cultural shift that reignited passion in their workforce. In this case study, interdisciplinary huddles were key to reconnecting professionals to their purpose, fostering peer-to-peer conversations
Learn more