Hospitals in pursuit of excellence

Increasing Person Engagement

Erie County Medical Center's "boots on the floor" initiative began by hiring five full-time patient advocates to provide concierge services for patients within the hospital. The scope of this initiative expanded from "every patient, every time" to "every person, every time" to include the patient's support system in an effort to further reduce readmission rates.

The medical center also hired a chief engagement officer and instituted executive rounding to increase the interaction between leadership and patients, families, and hospital teams to determine where improvements can be made. The results of these efforts include higher patient satisfaction scores across all disciplines and more outpatient and support services for people in their community.

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.