CARE EXPERIENCE
The Care Experience Team focuses on providing person-centered- care by modeling and upholding the ICARE values through strategic planning of patient experience/satisfaction recognition and employee engagement initiatives. The Team collaborates with stakeholders to share data measurement and interpretation, executes service excellence and recovery efforts, and serves as a partner in driving performance improvement initiatives at all levels. The Care Experience team continuously evaluates the needs of patients, visitors, employees, and the community to ensure a satisfactory experience.
Our Team comprises Patient Relations, Workforce Wellness, Guest Services, and Spiritual Care.
PATIENT RELATIONS The Patient Relations team partners with patients, their loved ones, and employees to uphold the Patient Bill of Rights. The Team provides support in resolving issues and concerns that patients and guests may encounter during their visit in real-time and through the grievance process. The Team provides language access services for the Limited English Proficiency (LEP) patient population through medical interpretation and translation. The Team coordinates Spiritual Care and services such as requested visits, Mass, and last rights. WORKFORCE WELLNESS The Workforce Wellness team focuses on supporting employees through Helping Healers Heal by successfully integrating programs and activities aligning with the eight well-being dimensions. The Team provides crisis support on an individual and group basis. The Workforce Wellness team partners with departmental leadership to ensure employees have the resources to be engaged and well at work. GUEST SERVICES The Guest Services team is the initial point of contact for patients and visitors entering the facility. The Team supports way-finding, appointment verification, transportation, and all guest-related activities and requests.
NYC Health + Hospitals/Jacobi | April 2023
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