All employees at Northwell participate in brief huddles on a Culture of C.A.R.E. topic provided each week. Through the individualized sharing of personal patient stories, storytelling and various discussion starters, our employees are able to correlate their roles to the patient and customer experience. This platform for communication grounded in respect and empathy is key to nurturing culture, and an ongoing environment of recognition and engagement.
Patient & family partnership councils
At Northwell, we not only listen to the "voice" of our patients and caregivers, but we value and respect their thoughts, concerns and ideas. Together, we will drive health care forward.
Patient and Family Partnership Councils (PFPC) provide a collaborative forum for open dialogue and idea sharing by members of the healthcare organization and patients, family members and/or caregivers to discuss patient- and family-centered care delivery. It allows for understanding between healthcare professionals, patients and caregivers to ensure that services meet patient needs, priorities and expectations.
Every quarter, representatives, including staff and patients and families from across the organization, meet to discuss a variety of topics and share best practices.
Patient and Customer Experience and the PFPC shared work team created a PFPC toolkit for added value. Among many topics, the toolkit includes bylaws and information on member roles, recruitment, process, best practices for sustainment and more.
This PFPC toolkit was highlighted at the 2016 Cleveland Clinic Empathy and Innovation Summit as a national best practice.
If you’re interested in joining a Patient and Family Partnership Council, please call (516) 321-6944.
PFPC Site liaisons
|Cohen Children's Medical Center||Amanda Filippazzo||(718) 470-3000|
|Hospice Care Network||Nan Toelstedt||(516) 224-6453|
|Huntington Hospital||Cheryl Miranda||(631) 351-2000|
|Long Island Jewish Medical Center||Amanda Suleman||(718) 470-7000|
|Long Island Jewish Valley Stream||Michelle Rossetti||(516) 256-6000|
|Monter Cancer Center||Barbara Thiem||(516) 734-8900|
|Northern Westchester Hospital||Maria Hale||(914) 666-1200|
|North Shore University Hospital||Nicole Benincasa||(516) 562-0100|
|Otolaryngology Service Line||Linda Glazer||(718) 470-8631|
|Peconic Bay Medical Center||Samantha Vigliotta||(631) 548-6821|
|Plainview Hospital & Syosset Hospital||James Baker||(516) 719-3000|
|Southside Hospital||Katheryn Metzger||(631) 968-3000|
|Staten Island University Hospital||Michelle VanPelt||(718) 226-9000|
At Northwell, we care about your experience. We are dedicated to maintaining an environment that promotes rest, sleep and overall healing. Throughout your hospital visit, family and loved ones are welcome to stay to provide comfort and support. We appreciate your partnership as we maintain a quiet and restful atmosphere for all patients receiving care.
Relationship-centered communication course
Effective communication is essential in health care. Northwell has partnered with the American Academy on Communication in Healthcare (AACH) and the Donald and Barbara Zucker School of Medicine at Hofstra/Northwell to create a customized physician communication course. The experiential curriculum focuses on using evidence-based communication skills to enhance provider-patient/family conversations. Courses are led by Northwell physician and patient experience leaders. One physician participant reflected, “I took the course and it was transformational. It has significantly changed the way I talk to patients and family members.”
Seeing hospital food differently
Food is our most basic way to maintain good health, prevent sickness and maximize clinical benefit.
Northwell Health is transforming the way food is purchased, cooked and served throughout the organization to support the healing and wellbeing of our patients, team members and community – elevating the taste and quality of foods we serve.
Our goal is to change how people think about food. At Northwell, we see food as health. Our comprehensive food and nutrition transformation is one of our key strategic commitments to keep communities safe and well.
We’re committed to replacing freezers with refrigerators; removing fryers; and replacing sources of added sugar with healthier options. To further advance our goals, our nutrition criteria embraces national recommendations with delicious options available daily in our cafeterias, coffee shops, vending machines and catering. It is our pledge to serve food that tastes good, is healthy, and supports the environment. So far, we continue to see significant improvement in our national rankings for food patient satisfaction.
Building upon momentum, Michelin Star Chef Bruno Tison joined Northwell as the VP, System Food Services and Corporate Chef. As a hospitality industry veteran, Chef Tison brings a wealth of knowledge and experience to our kitchens and leads our food and beverage transformation. “Food plays a major part in overall health and well-being and our patients and staff deserve healthy, high quality, fresh meal options.” reflects Chef Tison.
Caring for our Northwell employees
Our caregivers are able to provide our patients, families and customers with exceptional quality care because we support and value them. Team Lavender is composed of interdisciplinary members, with disciplines and skill sets that complement one another when providing a holistic approach to emotional support for our dedicated staff.
Team Lavender was created in 2013 at Long Island Jewish Medical Center. Team Lavender provides an opportunity to provide timely emotional, spiritual and physical support, discuss feelings, explore coping mechanisms and extend additional resources for support continuum, if needed. This fosters an environment that promotes self-care, self-reflection and emotional support to reduce compassion fatigue and burnout.
Receiving this support also enables providers to better look after and empathize with patients, enhancing the Culture of C.A.R.E. Members of Team Lavender may include social workers, physicians, nurses, culture leaders, chaplains, patient and family relations members, holistic and integrative therapy practitioners and employee assistance program team members. They are visible within the organization, helping staff to develop rapport and ongoing relationships with the team members.