In 2018, the Mount Sinai Health System launched a cultural transformation initiative aimed at elevating the patient experience. This initiative is system wide, extending across all Mount Sinai Health System hospitals, ambulatory locations and the Icahn School of Medicine at Mount Sinai. Our overarching objective is to ensure Mount Sinai delivers the highest quality, safe, and compassionate care to our patients - starting even before patients enter a Mount Sinai facility - and continuing through assessment, treatment, follow up and billing.
Our goals are to:
- Strengthen awareness among Mount Sinai employees of how to provide patients with the most exceptional patient experience
- Increase adoption of behaviors by employees that will ensure patients perceive we are providing them with exceptional care
- Generate awareness that united in one purpose, employees have the power to transform the patient experience
- Motivate employees to share their success stories with the Mount Sinai community
Importantly, we want all employees to recognize the important and valued work they do in caring for our patients, even if they do not have direct patient contact.
Individually, or as a team member, our employees have the power to transform the patient experience. Together, we make a difference. We have adopted a rallying cry to reflect the significance of uniting our efforts: "Better Together."
The Mount Sinai Health System has over 42,000 employees; thus a key component of this initiative focuses on our employees to drive it forward. Our strategy is to spotlight the actions our employees take each day to ensure patients receive high quality, safe, and compassionate care and deliver outstanding patient experiences. It utilizes the concept of story-telling and role modeling as we recognize the power of such stories to engage and impact followers. To that end, we created Your Voice Counts, a monthly print newsletter and repurposed with the addition of videos for a dedicated blog post on the Mount Sinai Health System website.
Our story lines follow two paths: employees and patients sharing an experience where the patient felt he or she received outstanding care and stories about employee partnerships that reflect our "Better Together" rallying cry. Four or five stories are featured in each issue. Photos and employee and patient quotes from these stories also appear throughout the Health System's hospital lobbies and public spaces on digital screens and on our intranet homepage. We further repurpose the content for each of our social media channels on Facebook, Twitter, Instagram and LinkedIn through photo and video, while driving traffic back to our Your Voice Counts page. Each of the stories are repurposed multiple times.
Video: 1-2 minute videos are filmed of employees and patients to fully capture the emotions of their experience together
Photo with quotes: Custom template was developed to feature employee/patient photos accompanied by a heartfelt quote
Since the launch of Your Voice Counts, the following results have been generated organically on social media:
48 stories promoted
37 videos filmed
607 social media posts across Facebook, Twitter, Instagram, and LinkedIn
215,351 people reached
812,289 impressions generated
34,500 video views
27,852 engagements (likes, reactions, shares, and comments)
3.4% engagement rate
Beyond the metrics, our featured employees are humbled and proud to have their stories told. And our readers are expressing their appreciation for these role-model employees through heartfelt comments:
"Donald is a very compassionate loving person. I love his energy when I speak to him on the phone."
"Proud to work side by side with Ms. Lara Williams."
"All the nurses at Mount Sinai are the best I have seen. Professional, kind, and very human. All the staff, from the lobby to the doctors are the best. ❤️"
"Way to go, Nadia. Helping to make a visitor feel not so lonely and far away from home. One of the amazing stories at Mount Sinai Queens!"
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