National Patient Experience Week is April 26 - 30

Yale New Haven Health’s celebration of National Patient Experience Week, April 26 - 30, highlights employees’ resilience and our patients’ gratitude for their compassion and dedication. 

“Our employees continue to do extraordinary work, helping patients connect with their loved ones, adapting to constant change and providing exceptional care to every patient,” said Alan Friedman, MD, YNHHS chief medical experience officer. 

Patient satisfaction scores related to “teamwork” are high. More than 5,000 times, patients praised employees and their teams, using terms such as “diverse,” “professional,” “amazing” and “incredible.” Every day, the Patient Experience department receives stories about how employees were able to provide an exceptional experience, despite these challenging times. 

Here are just a few of the many positive comments YNHHS has received: 

• “The way the staff worked together was something I have never seen before! I truly felt like I had an army or family working together to take care of me.”
• “You have an incredible team at this facility. I would videotape it and use it as an example of outstanding customer service.”
• “You have established teams that truly seem to love their work and working together. Everyone worked very well together.”

“Employees’ collaboration with one another and connection to our patients matter most to our patients,” said Tina Bennett, system director, Patient Experience. 

Bennett also emphasized that Patient Experience will continue to support employees, through leader rounding to connect with staff; innovative use of technology to help with workflow; and efficient visitor screening across the health system to keep employees and patients safe. The department has also launched an employee intranet page with a number of tools, including a discussion board, news updates, event calendar and a submission form for service requests. To access the page, visit “Departments and Communities” on the employee intranet and choose “Patient Experience” from the menu.  

“We thank our employees for their dedication and for exemplifying our values every day,” said Joan Kelly, YNHHS chief experience officer.