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 24095 - The Three E's: Empathy, Engagement and Enhanced Delivery of Patient Centered Care - A Medical Center's Cult $15.00   
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Agnes Barden, Chantal Weinhold

Delivering Compassionate Connected Nursing Care Long Island Jewish Medical Center (LIJMC) is a large academic medical center located in New York City. In 2011, the system?s Press Ganey metric ?Likelihood to Recommend? (LTR) was at the ninth percentile compared to the national Press Ganey database. Many ?flavor-of-the-month? type initiatives were implemented and short-lived in an attempt to improve patient experience. In 2010, the LIJMC executive director supported the creation of a Patient and Family Centered Care Department to design and implement more sustainable solutions. The team created a curriculum based on a six-step process that focused on the development of empathy and engagement of the health care professional. Four years after the inception of the six-step process, it remains alive and well and embedded into the care delivery process. LIJMC is currently at the 64th percentile in LTR and its HCAHPS scores have improved significantly. Inpatient, Nursing, Academic Medical Center


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