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Culture of C.A.R.E.

The Culture of C.A.R.E. is Northwell Health’s framework for upholding the organization’s mission, values and behavioral expectations. Our acronym C.A.R.E. stands for Connectedness, Awareness, Respect and Empathy. 

Each C.A.R.E. element supports exceptional patient/customer experience and reflects our dedication to providing patient- and family-centered care.

The Culture of C.A.R.E. challenges the status quo and sets Northwell apart. Our 68,000 sets of eyes influence the way care is being delivered to our community. Core concepts of C.A.R.E. symbolize our promise to ourselves, our colleagues and you—our patients, families and customers.

Education and development

Every role matters … every person matters … every moment matters.

Culture of C.A.R.E. (Reigniting the Passion) is Northwell Health’s comprehensive curriculum with storytelling and scenarios for all employees, which carefully outlines areas of Connectedness, Awareness, Respect and Empathy. 

Tools such as our C.O.N.N.E.C.T. communication model, our L.A.S.T. service recovery model (outlined in our Annual Report), and the “ripple effect” of every action, help participants understand how they impact the patient and customer experience at every level of the organization. Within one year, all employees at Northwell Health successfully completed the Culture of C.A.R.E. education curriculum.

Leadership commitment

Top-level engagement helps to ensure Northwell’s strategic growth and sustainment of its mission. Without a culture of leaders and employees truly committed and accountable to making every moment with their patients matter, we can’t provide the best quality care. 

Our leaders are champions for the Culture of C.A.R.E. and are committed to its dissemination at each of our hospitals. With a focus on storytelling, empathy, aligning personal values and building teamwork, our leaders and teams are able to be role models in a Culture of C.A.R.E. across Northwell Health.

Culture leader council

Each month, Patient and Customer Experience hosts the Culture Leader Council, a meeting that aids in the ongoing development of culture leaders. The meeting is chaired by Northwell’s senior vice president/chief experience officer and the format consists of sharing patient stories, discussing Patient & Customer Experience updates, peer learning, new learning and open discussion. Through this forum and other shared work teams, culture leaders establish and sustain a sense of teamwork, connectedness, networking and inspiration.

PTEXP Conference: Every moment matters

In April 2017, Patient and Customer Experience hosted the first ever Culture of C.A.R.E. in Action event celebrating Patient Experience Week. With an audience of senior leadership, culture leaders, patients, and families—this was an afternoon of engagement, inspiration and recognition.

Patient and customer experience influencers from across Northwell gathered to share and leverage best practices that enhanced the overall healthcare experience. Kicked off by our Chief Experience Officer, Sven Gierlinger, and Agnes Barden, VP, Patient and Customer Experience, this event included experiential learning, academic posters and featured Ted-talk style presentations. Our keynote speaker was Jason Wolf, president of the Beryl Institute, a global community of practice dedicated to improving the patient experience through collaboration and shared knowledge.

Watch this highlight reel to see a recap of this incredible day.

2018 PTEXP Conference: Every Moment Matters
Northwell Health’s annual Patient & Customer Experience Conference; a day filled with inspiration from nationally recognized speakers, engaging presentations of best practices, experiential learning and awarding leaders in patient experience.