Hospitals in pursuit of excellence

LIJ Increases Patient Satisfaction with Hospitality Focus

The feeling of being truly cared for leaves a lasting impression and aids in the healing process. That is why Long Island Jewish Medical Center, Queens, N.Y., launched an initiative to change the emphasis of patient care from service to hospitality.

LIJ created a health care-specific hospitality curriculum, focused on hospitality, mutual respect, empathy and teamwork. At the end of these classes, 5,000 staff members sign a commitment-to-care certificate, signifying their commitment to patient- and family-centeredness. A hospitality observation team travels throughout the hospital to observe and anonymously reward employees for exceptional care and does follow-up on anything that needs improvement. Since beginning the program, compliments from patients about their entire hospital experience have significantly increased and the hospital has received high patient satisfaction scores on patient surveys.

This case study is part of the NYS Triple Aim series highlighting how New York hospitals are improving health, enhancing quality and reducing costs. Hospitals, nursing homes, and home care agencies across New York State are pursuing the Triple Aim. In spite of fiscal constraints, its members are embracing the challenge of transforming health care and are implementing new and innovative approaches to delivery.