Shifting From ‘What’s The Matter’ to ‘What Matters to You’

Joan Chaya, MA, SHRM-SCP | Sr Director Diversity & Inclusion, Montefiore Medical Center
Kristin DeLorenzo, MPA, CPXP | Director of Patient Experience, Montefiore Nyack Hospital
Damara Gutnick, MD | Medical Director, Montefiore Hudson Valley Collaborative | Associate Professor, Albert Einstein College of Medicine

Experience the power of a simple question and learn the strategic steps a large health system took to build momentum around patient engagement. You will hear about how we enlisted senior leaders as champions, proactively addressed staff resistance, and motivated care teams to “ask a simple question” to one person and observe the impact. When shifting the focus of care from, “What’s the matter?” to “What matters to you?”, you ask a person about what really matters to them and discover what truly inspires them. We will share inspiring stories from diverse stakeholders including patients, family members, leadership and staff and we will highlight the initiative’s engagement and spread strategy.