About the Innovation Winner

The winner for Innovation, MindFULL C.A.R.E., developed a new model of geriatric-specific patient care to help the growing elderly population, which accounts for more than 46% of hospital stays on average.

The team integrated the disciplines of nursing, psychology, psychiatry, internal medicine, and geriatric medicine to build the program’s structure, process and outcomes. This enabled employees to optimize a safe and therapeutic environment to deliver geriatric-specific quality care. The program started with redesigning an existing unit to include flat-screen TVs, a common area to cultivate socialization and fewer walls to facilitate an open and friendly space. They also incorporated the addition of patient engagement specialists, who were educated on de-escalation and redirection to contribute to a restraint-free environment, decreased risk of de-conditioning and a decrease in use of behavioral medications.

The team approach has not only improved outcomes for these patients, but has also significantly reduced the exorbitant costs associated with one-on-one care. This unit accomplished all this while increasing patient satisfaction. It has earned a 100% HCAHPS score this year, after an average of 77 percent the previous three years. The program has reduced readmissions and eliminated the need for patient restraints.

The implementation of a MindFULL C.A.R.E. Model incorporates Connectedness, Awareness, Respect and Empathy for our elderly population. It’s not only what we need to do, it’s the right thing to do.

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About the Exceptional Patient/Customer Experience Winner

The winner for Exceptional Patient/ Customer Experience is Amy Smith, NP, Program Coordinator – Emergency Nursing at Lenox Health Greenwich Village. As a Sexual Assault and Violence Intervention advocate, Amy noticed that there was a great opportunity to better connect medical providers and patients in very difficult situations. She voluntarily responds to overnight calls from local emergency departments for patients who were victims of sexual assault or intimate partner violence.

She chose to become a nurse at North Shore University Hospital eight years ago. She worked on her off days to continue caring for patients in the Sexual Assault Nurse Examiner program, known as SANE. The lure of a day position landed Amy at Lenox Hill Greenwich Village. Although the facility was not officially a SANE center, Amy tended to patients who needed her specialized attention.

Her biggest influence has been from her work as program coordinator of emergency nursing at Lenox Hill Greenwich Village, a leadership role she embraced when the standalone emergency center was set to open two years ago. Since then, Amy has developed the nursing staff and has made strides in building Lenox Hill Greenwich Village into New York City’s newest SANE Center of Excellence.

She’s collaborated with the New York State Alliance Against Sexual Assault to train her staff. Amy has become a preceptor for the Department of Health and she’s helped set protocols for her program. In two years, Amy and her team have helped more than 80 sexual assault victims. She provides court testimony in support of the victims and is working with FDNY to train EMS providers in the pre-hospital care of sexual assault victims.

Her exemplary journey through Northwell Health is a direct result of her passion. From connecting medical providers with patients, to holding patients hands and making them feel comfortable, Amy makes a difference each and every day.

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About the Teamwork Winner

Transparency of Patient Satisfaction Reviews of Northwell Health Physician Partners Administration recognized that the focus on transparency in patient care quality is gaining significant momentum. With no reliable, transparent way for potential patients to learn about doctors or medical services, the unit began its Patient Satisfaction Reviews Transparency Program.

This journey began with the creation of individual doctor scorecards, based on the Press Ganey Medical Practice Survey. The results include absolute scores, percentile ranks against peer and national benchmarks, and patient comments — the best possible information about the care we provide. Northwell Health’s Find a Doctor profiles feature consumer-friendly data and ratings from more than 130,000 patient surveys, plus more than 12,000 comments on almost 1,000 physicians. Patient satisfaction scores have risen from the 45th to the 64th percentile with the new tool.

Last August, we became the first health care organization in the metro New York area and the seventh in the nation to provide public patient satisfaction reviews. Now, organizations like Duke, Virginia Mason, Reading Health System and the University of Pittsburgh Medical Center are seeking our expertise in patient transparency. This program has earned national recognition and is now a benchmark for other transparency initiatives.

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As we continue to transform, our employees always remain committed to providing the best care for our patients, customers and team members.

Our team members who go above and beyond, and exemplify our mission and vision, are recognized through our Annual President’s Award Program. This year, our winners and nominees will be celebrated at the 10th Annual President’s Award Gala. 

The President’s Award Gala

The 2016 President’s Award Gala, honors individuals and teams who represent the very best of the organization in three distinctive categories: Exceptional Patient/Customer Experience; Innovation; and Teamwork.

• Exceptional Patient/Customer Experience Award: recognizes an individual who demonstrates extraordinary compassion and understanding for all people, as well as excels in creating a superior and consistent patient/customer experience;
• Innovation Award: honors an individual or a team whose creativity, thought leadership and entrepreneurship has positively impacted Northwell Health’s strategic goals;
• Teamwork Award: celebrates a team who has successfully collaborated and inspires others to improve quality, financial performance and/or patient-centric care.

Congratulations to the 2016 President’s Award winners.

From living Northwell Heath’s behavioral expectations every day, learning new skills and taking on additional responsibilities, to comforting patients and solving problems, our diverse nominees are the epitome of what it means to uphold our values and Culture of C.A.R.E:

• Innovation Winner: The Long Island Jewish Medical Center’s MindFULL C.A.R.E Team
• Exceptional Patient/Customer Experience Winner: Amy Smith, RN, Program Coordinator – Emergency Nursing at Lenox Health Greenwich Village
• Teamwork Winner: Northwell Health Physician Partners Administration’s Transparency of Patient Satisfaction Reviews