Open AccessTurned Upside Down: The Role of New York Patient Experience Leaders During COVID-19
Author(s) -
Sven Gierlinger,
Agnes Barden,
Nicole Giammarinaro
Publication year - 2020
Publication title -
journal of patient experience
Language(s) - English
Resource type - Journals
eISSN - 2374-3743
pISSN - 2374-3735
DOI - 10.1177/2374373520936200
Subject(s) - covid-19 , public relations , power (physics) , business , psychology , health care , nursing , political science , medicine , physics , disease , pathology , virology , quantum mechanics , outbreak , infectious disease (medical specialty) , law
At the epicenter of the COVID-19 crisis, New York’s largest health system, Northwell Health, leveraged leadership and innovation to ensure the health and well-being of patients, families, and employees. During this unprecedented time, the role of patient experience leader constantly morphed and transformed to meet the ever-changing needs of the community and organization. This dedicated group of leaders, supported by the Northwell Corporate Office of Patient & Customer Experience, focused primarily on remotely connecting patients and families, harnessing the power of positivity as a crisis strategy and supporting the emotional health of the frontline staff.