The Patient Experience

Patient Experience is the foundation of quality healthcare.

Our Patient Experience Team focuses on helping staff deliver care that is personalized and sensitive to the needs of each patient, family members and other visitors. We understand that being treated as an individual by your doctor, nurse and the entire hospital team is essential to your having a positive experience at Long Island Community Hospital.

Back to Basics Workshop

A 90-minute “Back to Basics” workshop for our employees, led by Long Island Community Hospital’s director of Patient Experience and Culture, is aimed at facilitating interdisciplinary conversations between our physicians, nurses, managers, ancillary staff, volunteers and others. Together we are building a culture that draws upon empathy and encourages all of us to become more mindful in our day-to-day experience, to take in what is happening around us by listening and opening our eyes and being more empathetic in our responses to our patients and to one another.

We offer group patient experience sessions for staff and volunteers on weekdays in an effort to provide accessibility for our entire team.

Patient Feedback

Ongoing discussions also take place with our patients. We value our patient satisfaction survey feedback. Complaints or grievances remain confidential, yet we capitalize on this important feedback to develop improvements that can enhance future patient experiences. Ideas grow out of patient feedback, like the Communication White Boards hanging on the wall in patient rooms where staff can let a patient know when pain medication is scheduled to be administered, which provides valuable information and helps manage expectations.

Patient Comment Reports

As part of our efforts to improve patient care, we use paitient comment reports to help us share real experiences–positive or negative–with our staff. Through this experiential feedback, our teams learn to mirror successes, model improvements or modify an approach to improve our care and patient experience.

A Focus on Communication

Data shows that the patient satisfaction measures that are most important to the perception of the patient experience include nursing communication, physician communication and pain management. Our interdisciplinary approach to fostering the patient experience is essential for achieving patient satisfaction. Working together to continuously improve these components improves the experience for everyone.

Through ongoing conversations and training sessions, we are together making progress in our common goal of enhancing the patient experience for our community.