Mount Sinai Health System leaders share how it took concrete steps to integrate and operationalize equity into organization-wide patient and staff experience efforts.

These practical steps describe re-prioritization of how Mount Sinai cares for patients and communities of color, such as changing the way they respond to complaints and grievances; ensuring equity in interpreter services; creating policy to support staff when issues of racism, discrimination, and inequity appear; creating safe spaces to listen to staff; and transforming their patient experience data strategy to elevate voices of color.