North Shore-LIJ’s Ambulatory Services Network Is a Press Ganey Success Story

ORLANDO, FL – The North Shore-LIJ Health System’s Ambulatory Services network’s commitment to innovation, organizational change and improved patient experience was recognized today with a Success Story award from Press Ganey during the company’s national client conference in Orlando.

Press Ganey, based in South Bend, Ind., partners with more than 10,000 health care organizations worldwide to create and sustain high-performing organizations, with the goal of improving the overall health care experience.

Ambulatory Services’ Ganey surveys since 2009 show an increase in patients’ likelihood to recommend the practice, and growing sensitivity to the needs and privacy of patients.
The network has been recognized for developing a service excellence play book called the Leadership Tool Kit, which provides best practices that are adopted by physicians in the health system’s approximately 400 outpatient locations across the New York metropolitan area. Ambulatory Services has also found that staff has embraced and benefited from standardizing the best practices, leading to higher patient satisfaction scores.

“We have been able to grow the number of outpatient practices and still maintain top-notch care through our staff’s commitment to developing and utilizing best practices across all of our physician units,” said Joseph Moscola, senior vice president and executive director, Physician and Ambulatory Network Services. “We are honored to be recognized for these efforts and will continue to provide our patients the best care possible.”

Representatives from Ambulatory Services’ service excellence team – Susan Congiusta, RN, director of the program, Tiffany Badurinia and Christine Carbone -- took part in the conference this week, presenting how they were able to codify practices for the health system’s vast, growing network of outpatient practices by developing a Leadership Tool Kit.

The health system has approximately 400 ambulatory physician practices in eight counties in the New York metropolitan area that comprise the network. This group faculty size and total revenues have doubled since 2004 to more than $1.2 billion in 2012.

About North Shore-LIJ Health System
The nation's 14th-largest healthcare system, North Shore-LIJ delivers world-class clinical care throughout the New York metropolitan area, pioneering research at The Feinstein Institute for Medical Research and a visionary approach to medical education highlighted by the Hofstra North Shore-LIJ School of Medicine. North Shore-LIJ cares for people at every stage of life at 16 hospitals and nearly 400 outpatient physician practices throughout the region. North Shore-LIJ’s owned hospitals and long-term care facilities house more than 6,000 beds, employ more than 10,000 nurses and have affiliations with more than 9,400 physicians. With a workforce of more than 46,000, North Shore-LIJ is the largest employer on Long Island and the third-largest private employer in New York City.  For more information, go to

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