Mount Sinai: Connecting the Human Experience in healthcare

Mount Sinai Health System leaders share how patient experience has become the Human Experience in healthcare and how Press Ganey helps their team.

Video Summary

Mount Sinai Health System is shifting its focus from patient satisfaction to a holistic Human Experience (HX). Recognizing the interconnection of patient experience with safety, quality, and equity, Mount Sinai emphasizes the importance of both quantitative and qualitative data in understanding HX.

The organization understands that behind each data point is a person, a family, or a staff member, with their own unique experiences and stories. Feedback from patients, including complaints, is seen as an opportunity to improve and address systemic issues. With a deep understanding of Mount Sinai's evolution and unique nature.

Video Transcript

Tara Villon, Senior Director of Experience Strategy & Data, Mount Sinai Health System:

We really started here at Mount Sinai thinking about patient experience as patient satisfaction. We've grown over the years to know that it's so much more than satisfaction, that it's deeply connected to safety, quality, and experience. And we've evolved to say patient experience, and the next evolution for us is saying Human Experience.

Toni Stern, MD, Dept. of Obstetrics, Gynecology, and Reproductive Sciences, Mount Sinai Health Systems:

Patient experience, quality, and equity are all integrated. As we work with our patients and have any interaction with our patients, we know that that's all a part of the patient experience.

Tara Villon:

When we talk about data, we often forget that data is both quantitative and qualitative. And sometimes there's such a premier focus on the numbers.

Erica Rubinstein, MS, LCSW, CPXP, Vice President of Service Excellence and Patient Experience, Mount Sinai Health Systems:

It's not just a flat number on a screen or on a PowerPoint slide. It's a person. It's a family. It's a staff member trying to care for a patient and their family. And when we can bring human experience to life and share those stories, people really lean in. They want to know more.

Cameron Hernandez, MD, Executive Director and Chief Operating Officer, Mount Sinai Queens:

The feedback that I get from patients, whether it's in complaints, is how do we fix this? Is this something that everyone's experiencing?

Erica Rubinstein:

It makes it just that much easier because we have a team at Press Ganey that knows our story and where we came from, and more importantly, where we're headed, and just how unique we are as an organization.