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Using ‘human data’ promotes meaningful interactions that improve the care delivery process, the practice leader said.
Northwell Health’s focus on creating a friendly patient environment has benefited clinicians and other staff and has earned the organization national recognition as a great place to work.
from HDM KLASroomSven Gierlinger, Northwell Health’s Chief Experience Officer, and Jeff Fallon, Vibe Health’s Chairman and CEO, examine eVideon’s success in building Northwell’s Fortune 100 Best Companies to Work For, making the list three years in a row, even during times of turmoil. The covid epidemic.
Gierlinger previously worked in the luxury hotel business, including an important role for the Ritz Carlton. At one point he had a health problem and was paralyzed for several months and hospitalized three times. This unique background makes Gierlinger the perfect leader to reinvent the patient experience at Northwell.
When Fallon attended Northwell’s Every Moment Matters conference, an event showcasing best practices in patient experience, he was impressed by Northwell’s implementation and commitment to the cause.
“It’s not unusual to see hospital systems embrace this concept with lip service, but these folks at Northwell are clearly invested in this vision — not just their time and attention, but big dollars,” he said. .
Here are some of the latest changes Northwell has made to increase comfort levels for both patients and staff.
- Food. Northwell has improved their dining services by hiring some of the country’s best chefs from restaurants and hotels. “I’m angry at what they’ve done to change the food service,” Fallon said. “I went there thinking, ‘I can’t wait to get into Northwestern Hospital and eat in the cafeteria.’ “
- He hears. Northwell has teamed up with sound artist and musician Yoko Sen on a mission to make the sounds of hospital machines and other noises easier on the ears. “I can definitely see how it would make for a more conducive environment for the people trying to sleep there, not to mention the people trying to work there,” Fallon said.
- Sleep. The physician-led project uses AI-based algorithms and effective vital signs to limit the need to unnecessarily awaken patients. “It’s a way of using different data sources to influence the clinician’s experience and the patient’s experience, and it’s been very successful,” Gierlinger said.
Gierlinger looks forward to finding more ways to apply his hospitality background in Northwell’s quest for improved patient experiences. He cited the Ritz-Carlton’s practice of automatically recording guest preferences in the enterprise-wide Ritz-Carlton system, and expressed hope that Northwell could follow that example.
“Today we have to repeat things again and again, and we are very focused on clinical data,” he said. “There’s a lot we need to collect in terms of human data, and it allows us to go to work and create meaningful interactions that allow us to make our patients feel like we know them. This ultimately results in loyalty.
Fallon agrees with Northwell’s focus on technology designed to give clinicians the right information at the right time.
“Technology can’t be about removing humans from caring,” Fallon said. “In my mind, it might just free up more time for caregivers to have more time to provide that care.”
Both Gierlinger and Fallon recommend that every healthcare organization emphasize the human side of the industry. “It’s all about relationships, right? No matter how big we are, we are a relationship-based organization,” Gierlinger said. “It’s important to make sure we focus on our people. In short, I wonder why we’re on the Best Places to Work list.
See the full list Experience clinical learning sessions From the HDMI KLASroom series
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