From the Press Ganey National Client Conference
Format: Audio - MP3 Download
Presenter: Michelle Rossetti
This session highlights how leaders at Long Island Jewish Valley Stream, part of Northwell Health, created a foundational program to address how staff communicate with patients, families, and each other. The presenter will explain how leaders? ongoing gap analysis observations of staff resulted in development of a comprehensive list of ?Never? and ?Always? words and phrases, and how this sparked the creation of the facility?s Never/Always Program, which has since resulted in enhanced professionalism and improved patient experience metrics.