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No Resources? No Problem: Strategies to Improve Patient Experience

Date: Wednesday, December 11, 2019

Time: 2:00 PM ET

When faced with limited resources, what steps can essential hospitals take to improve patient experience?

In 2018, association member NYC Health + Hospitals implemented the ICARE — Integrity, Compassion, Accountability, Respect, and Excellence — model, which emphasizes the patient as the center of care. Health system leaders used this model to improve service by training more than 40,000 employees on their organizational values.

NYC Health + Hospitals also used data to target and maximize patient experience initiatives. To foster a competitive spirit, leaders created a systemwide challenge in which all 11 inpatient facilities competed to demonstrate the most improved patient experience metrics.

Participants joined to hear leaders share successes and lessons learned from using organizational values to improve service. They walked away with tangible tools to make data-driven decisions to improve patient experience metrics.


Minni Kahlon
Program Manager, Care Experience
NYC Health + Hospitals

Zachary Kee
Assistant Director
NYC Health + Hospitals

Vivian Sun
Assistant Vice President, Care Experience
NYC Health + Hospitals

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