Northwell Health aims for patient experience

Using “human information” can foster meaningful interactions that improve the caregiving process, says its experiment manager.


Northwell Health’s focus on creating the ideal environment for patients has also benefited clinicians and other employees and resulted in the organization’s national recognition as a place to work.

In an HDM KLASroom presentation, Sven Gierlinger, Chief Experience Officer at Northwell Health, and Jeff Fallon, President and CEO of Vibe Health by eVideon, reviewed Northwell’s success in making it to the Fortune 100 list of best companies to work for three years in a row. , even during the upheaval of the COVID pandemic.

Gierlinger previously worked in luxury hospitality, including a significant role for the Ritz Carlton. At one point, he suffered a medical condition that left him paralyzed for several months and hospitalized for three months. This unique experience made Gierlinger the ideal leader to help reinvent the patient experience at Northwell.

Northwell Health

When Fallon attended Northwell’s Every Moment Matters conference, an event showcasing best practices in patient experience, he was impressed with the things Northwell implemented and their commitment to the cause.

“It’s not unusual to see hospital systems kind of pay lip service to this concept, but these guys at Northwell have clearly invested in this vision – not only invested their time and attention, but also invested dollars important,” he said. .

Here are some of the innovative changes Northwell has made to increase patient and employee comfort levels.

  • Food. Northwell has improved its catering services by hiring some of the country’s top chefs in restaurants and hotels. “I’m just blown away by what they’ve done to transform food service,” Fallon said. “I literally walked away thinking, ‘I can’t wait to get to a hospital in the Northwest to eat in the cafeteria. ”
  • Sounds. Northwell is teaming up with sound artist and musician Yoko Sen, who is on a mission to change the beeps and other noises of hospital machinery to be more pleasing to the ears. “I can definitely see how that would translate to a more harmonious environment for people trying to sleep there, let alone people trying to work there,” Fallon said.
  • Sleep. A physician-led project called Letting Sleeping Patients Lie uses AI-based algorithms and effective vital signs monitoring to limit the need to wake patients up unnecessarily. “It’s a way of using the various data sources to impact both the clinician experience and the patient experience, and it’s been very successful,” Gierlinger said.

Gierlinger looks forward to finding even more ways to apply its hospitality experience in Northwell’s quest to improve the patient experience. He referred to the Ritz Carlton’s practice of immediately registering guest preferences in the company-wide Ritz Carlton system and expressed his hope that Northwell could follow suit.

“Today we have to repeat things over and over again, and we’re so focused on the clinical information,” he said. “There is so much human information that we need to gather and then need to implement to create meaningful interactions that will then allow us to make our patients feel like we know them. This will ultimately lead to faithfulness.

Fallon agrees with Northwell’s emphasis on technology to give clinicians the right information at the right time.

“Technology cannot be about removing humanity from caregiving,” Fallon said. “In my mind, it can only be about freeing up more time for caregivers so they have more time to provide that care.”

Gierlinger and Fallon both recommend that every healthcare organization emphasize the human side of the industry. “It’s about relationships, isn’t it?” We are a relationship-oriented organization, despite our size,” Gierlinger said. “It’s important to make sure we focus on our people. This is, I think, in a nutshell, why we are on the list of best places to work.


See the full list of HDM KLASroom Series Clinician Experience Learning Sessions

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