Growing a Culture of CARE

Everyone in the North Shore-LIJ Health System can make a positive impact on the patient/ customer experience. Touches of empathy — like going out of your way to understand what a patient needs — make a difference.

Toward that end, North Shore-LIJ is working to reach the 90th percentile among US health systems for patient/customer experience and workforce engagement by 2019. Over the next year, patient/customer experience training immersion will coach staff members about how to deliver exceptional service, every time.

The health system’s patient/customer experience focuses on culture, process improvement, environment and accountability, said Elaine Page, chief talent officer for the health system. She added, “In order to accomplish this, the health system is strengthening its culture of accountability and focus on empathy, patient/customer service and communication.”

In May, thousands of North Shore-LIJ leaders gathered at The Theater at Madison Square Garden in Manhattan to reinvigorate the health system’s focus on delivering a world-class patient/ customer experience. Inspirational speakers and health system leaders emphasized that every moment truly matters.

Moment by Moment

“Every single interaction is a moment of truth, and creating an environment of empathy, healing and trust is of the utmost importance,” said Sven Gierlinger, chief experience officer for North Shore-LIJ.

Event participants walked away with the reinforced understanding that empathy is at the cornerstone of what we do every day. For Michael Dowling, president and chief executive officer, “The key to survival is developing leaders who can think of different ways to provide care and move beyond traditional health care management to embrace the change upon us.”

Follow-up workshops covered leading the patient/customer experience from the executive level. Then leaders enacted what they learned by inspiring and motivating teams to LIJ Health System continues to create positive interactions and experiences, while improving the health of our communities.

Warm greetings, smiles and staying positive are “little” things employees do each day that can be powerful medicine. As the health system continues to build upon its engaged, innovative and collaborative culture, providing world-class service and patient-centered care remain top priorities.

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